Post-COVID-19: Intelligent Workplace 2.0
The workplace in this “Roaring 20s” decade is anything but tame and complacent. The modern workplace flies at the speed of thought, bombarded with all types of information overload. Sifting…
Ecosystem of Record
3 Ways to Drive Sustained KCS Success with AI-Powered Search
Have you ever stopped to think about the the value of your organization’s collective knowledge? If your customers and support engineers can’t access the right content (knowledge articles, documentation, videos,…
Pragmatic and Profitable: Demystifying Machine Learning for Enterprise Insight Engines
From winning Jeopardy to performing medical screenings, the power of artificial intelligence has hypnotized the media. Daily headlines showcase the exciting applications and potential of artificial intelligence. But what does…
How to Share Employee Knowledge Company-Wide
Sharing employee knowledge across your organization is easier than you think. Intranets are back with a vengeance, and we’re seeing that they’re more powerful and useful than ever – when…
Delivering Proactive and Contextual Insights with Intelligent Search
Upgrading your search solution and upskilling your employees Search has become so ingrained in our everyday lives. Whether we’re looking for driving directions or an email thread, we expect to find…
Putting Relevant Information at Your Employees’ Fingertips
The benefits of delivering relevancy through an Intelligent Workplace Admittedly, we talk a lot about ‘unified indexes’ and ‘unifying your ecosystem of record’ as a crucial element of intelligent search,…
Achieving Self-Service Success with Intelligent Insights
We live in a do-it-yourself world, and it seems we all really like it that way. Whether as customers, as partners, or as employees, we prefer to find what we…
Digital Customer Experience & the Digital Workplace: Real Life at Ribbon Communications
According to Gartner, the digital workplace delivers a more social, mobile, accessible and data-driven work environment. Conferences about digital workplaces, digital business and digital customer experience abound, where highly experienced…
Customer Service Trends Part 3: Embrace the Ecosystem of Record
One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge…
The Shift in Hiring: Skills over Knowledge
Passion for serving customers. Desire to learn. Social intelligence. Adaptability. Knowledge sharing skills. Following today’s lackluster U.S. Jobs Report, it’s worth examining the trend towards hiring for skills as opposed…