Channels that will transform the contact centre — and the customer experience — include virtual assistants, proactive automation, web chat, instant messaging and mobile applications. Here’s a preview of what’s to come in the next five years.
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Like any toddler, artificial intelligence is taking a few tumbles before it can walk and eventually run. Here are some tips for enterprises struggling to get the three most popular AI deployments off the ground: chatbots, virtual assistants and conversational platforms.
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Network professionals are spending too much time troubleshooting today’s multi-vendor, multi-cloud network environments, says a new report. Here’s how next-gen IT networks like SD-WAN could help pave the way for DX.
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While some enterprises hold back on new tech adoption to save money, that conservative posture may cost them far more in terms of talent and competitiveness over the long run.
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Artificial intelligence is making its way into the workplace — from the boardroom to the contact centre. Here’s how it could transform your organization.
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Self-organizing networks will no longer simply detect, diagnose and monitor, but actually take proactive, prescriptive action. Here’s how predictive AI and ML could be a game changer for IT operations and network capacity planning.
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Artificial intelligence is moving to the edge of the network alongside the Internet of Things. If you don’t already have an edge computing strategy, this is the year to get on board.
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Automation, especially when coupled with artificial intelligence, is already driving productivity and personalization in the workplace — and fear. Two industry experts explain what this could mean for IT pros, from human/machine hybrid IT to the return of the generalist.
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There are fads, and there are disruptors. Here’s how to recognize the difference and carve out a strategy to ensure your organization ends up on the winning side of disruption.
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While the Internet isn’t replacing MPLS, software-defined WANs are proving to be a complementary approach for network connectivity and control, particularly in distributed organizations with remote sites and branch offices.
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Here’s a glimpse of how much IT professionals intend to spend on new technologies, what they’re going to buy, and the types of talent they want to hire to make it all work.
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It’s that time of year, when we reflect upon the past 12 months — and frantically finish our holiday shopping, prepare to see in-laws and let our gym routine fall into disarray. Amid the chaos, we’ve taken a breather to reflect on the top tech trends that shaped our world in 2018.
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From a move to the edge to AI as the new UI, we’ve ripped the shiny paper off five of IDC’s most notable tech predictions as we head into 2019.
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Are we moving past the hype into practical applications, or are the benefits of blockchain still largely theoretical? We take a look at what’s ahead for this technology in 2019 and beyond.
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After years of hype, 5G could finally become a reality in the New Year. But when evaluating whether your organization should get onboard — and in what capacity — ask yourself these fundamental questions: who, what, where, when and why.
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These days, cloud is about more than access to cheap servers. The evolving world of multicloud is complex and requires a new approach to managing cloud — but it will also be a key enabler of innovation and digital transformation in the coming year.
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The Uptime Institute’s new 2018 report found that 71 per cent of data centres are not prepared for the increasing incidence of superstorms, flooding, lightning, drought and wildfires. Here’s why complacency is not an option.
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AR/VR hasn’t yet lived up to the hype surrounding it, but immersive technologies haven’t faded away or disappeared. Instead, they’re finding use cases in business and industrial applications that are quietly proving their ROI.
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Acquiring fintech firms wasn’t enough: banks now face competitive pressure from digital players such as Google, Amazon and Apple. Here’s how banks are taking a post-platform path and moving beyond traditional banking to stay relevant.
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Together, mobile edge computing and the fifth generation of mobile networks will make a powerful duo, providing real-time connectivity for emerging applications. But do you need to wait for 5G to get on board with MEC?
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If you’re trying to shift your existing technology to the cloud and patch it like a quilt, stop right there. Instead, follow these key takeaways from SecTor about managing security and compliance gaps in enterprise cloud environments.
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The impacts of IoT on your business can range from incremental to transformative. But setting goals, quantifying benefits and predicting ROI — as well as preparing for disruptive technologies such as artificial intelligence — are essential for success.
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An RSR survey of global retailers shows how success is linked to customer experience, business intelligence and fail-fast innovation — not simply a focus on the bottom line.
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While a standard has been officially released, it’s still not entirely complete. So, what does this mean for 5G devices and networks, and how soon should you jump on the bandwagon?
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Zero Trust isn’t a product or a solution; it’s a philosophy and a strategy around cybersecurity that demands inward reflection. We look at how it works, the pros and cons of this approach, and why it may — or may not — be the right fit for your organization.
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