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Blog Entries tagged as: workforce optimization

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  What is Agentic AI? The Future of Contact Center AI Solutions is Here

  Dec 01, 2025

  Agentic AI is an autonomous, decision-making system that independently plans and executes complex workflows across communication platforms, significantly enhancing efficiency and customer experience in contact centers and unified communications by transforming AI from reactive content creators into proactive digital colleagues capable of end-to-end resolution and administrative automation, as exemplified by NiCE's acquisition of Cognigy and its integration into leading CCaaS and UCaaS solutions.

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  Current AI Trends in UCaaS

  Jan 27, 2025

  With the ever increasing use of AI in our lives, get a glimpse into the use of AI and how it relates/interacts with unified communications, the two categories these AI applications fall into and what to consider in the future.

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• 

  The Benefits of Replacing Physical Phones with Softphones in UCaaS Systems

  Jan 21, 2025

  Explore the benefits of replacing physical phones with softphones. Realize all of the benefits including cost savings, roaming ability, ease of deployment and the added privacy they offer.

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• 

  Why Your Contact Center Needs Workforce Optimization

  Jan 03, 2023

  Connecting the dots between performance metrics and contact center outcomes is paramount to keeping your service center humming along. It's a snap to get insight into agent performance if you bridge the gap with workforce optimization.

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