Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.
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We talk to Gartner analyst John-David Lovelock about the latest IT spending forecast, and why the discussion is changing from one about number-crunching to one about digital disruption.
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The Internet of Things is moving out of the sandbox and starting to drive real outcomes, according to a new survey of IoT developers. But security, connectivity and interoperability are still major hurdles — though not insurmountable.
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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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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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Whether you’re dabbling in artificial intelligence or still in denial, here are a few recommendations from Gartner on what your next move should be.
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One of the biggest concerns around automation and AI is that our jobs will disappear. But one Gartner analyst believes work will continue to revolve around human beings in the years to come, including the idea of a ‘centaur,’ combining human skills with technology.
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Big corporations and startups have learned some lessons from the last acquisition craze. This time around, they’re more aware of the need to balance technical innovation with cultural integration, and many banks are partnering rather than purchasing.
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While some tout the myriad benefits of AI, others fear it will destroy more jobs than it creates. We take a step back and wade through some of the hype around artificial intelligence.
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The start of a new year is a time of reflection and introspection (and making resolutions). It’s also when we gaze into the crystal ball and predict what will happen in the coming year. Here’s a look at what to expect in 2018 — and how to prepare for it.
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Artificial intelligence is creating new jobs, increasing operational efficiencies and boosting sales of new products and services, according to a global survey by Capgemini. So why are workers so afraid of the future?
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Industry gurus shared their thoughts on artificial intelligence, deep learning and machine learning at Big Data Toronto — and how they will allow you to use big data in ways that either weren’t previously possible or never occurred to you before.
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From the transformative power of AI to the tech titans of Silicon Valley, collaborating with your enemies and finding green sludge on a giant engineered bear in a ruined city of the future, here’s what to read this summer.
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The three A’s — artificial intelligence, algorithms and automation — are game-changers when it comes to cybersecurity. But that doesn’t mean we should rely too heavily on AI (or on any one particular technology) in the fight against hackers and cyber attackers.
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Artificial intelligence is already changing the way UC&C contact centre applications work today. But industry experts say it has far greater potential to streamline collaboration, reduce unnecessary clutter and proactively find solutions to common employee problems.
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Ransomware attack ruins a transport manager’s week, the IRS wants bitcoin users to complete their taxes, AI researchers have gone completely bonkers, and a European police officer proves that everything is completely broken. Here’s your weekly tech roundup.
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Canadians aren’t that privacy-savvy, but they are happy with their digital services. Headphones are learning to spy on you, computers are learning to lip read and Facebook is learning that censorship might just pay. It’s all in this week’s tech roundup.
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A study released at this year’s World Economic Forum predicts new technologies will eliminate five million jobs globally by 2020. One question IT workers should be asking now is whether their own jobs are at risk and, if so, what they can do about it.
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IDC unveils the next big tech trends — including augmented humanity — that will drive the IT industry over the coming years. Here’s how to get ready for the big changes ahead.
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As artificially intelligent robots, devices and cars begin running our lives, the question naturally arises: Will they work in our best interests? And how can we tell?
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WikiLeaks battles for connectivity, Facebook acts like a Victorian preacher, Jeff Bezos wants to conquer space, and more tech bigwig idiocy. Oh, and a robotic Joey Tribbiani. Enjoy.
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