Like a teenager who sometimes makes poor choices and can’t always explain the emotions that led them astray, artificial intelligence is experiencing growing pains. Although the term was first coined by computer scientist John McCarthy in 1955, AI didn’t really get rolling until eight years ago when a confluence of faster processors and an explosion ...

In today’s digital world, after all the infrastructure-tweaking, platform-building and cloud-architecting that consumes vast resources of enterprise time and energy, the ultimate common denominator boils down to customers and love. “We think a lot about customer love,” said Rowan Trollope (pictured), chief executive officer of Five9 Inc. “What does it take to get a customer ...

Flying through Chicago’s O’Hare airport, Zoom Video Communications Inc.’s chief information officer, Harry Moseley (pictured), had to conference into an important sales call fast. Any airport is usually the worst place to hold a conference call, but the technology behind Zoom’s video platform enables a whole different experience, he explained. “I put the virtual background on my ...

ServiceNow Inc. is part of a breed of companies seeking to capitalize on the third stage of what has been a steady evolution in software-driven enterprise customer management. Starting as an element of customer relationship management software and then becoming a more robust tool for managing client accounts and data, customer service has moved into ...

During the keynote remarks delivered at Enterprise Connect today, attendees heard a representative from one large company declare plans to standardize on a single enterprise communications tool and have every division follow along. For some analysts in attendance, it was reminiscent of a discussion over two years ago when large firms were declaring allegiance to a ...

Started only two years ago, Microsoft Corp.’s workplace collaboration tool called Teams has experienced growing adoption. Teams is now being used by more than 500,000 organizations, including 91 percent of Fortune 100 firms, according to data released this week by the company. “The phrase we’re coining is ‘intelligent workplace for everyone,’” said Jace Moreno (pictured), ...

Knowledge may be power, but when it comes to solving a particularly thorny customer problem, there’s never enough information for most contact center personnel. The key is to provide customer support staff with multiple channel sources and plenty of data to resolve whatever issue there may be. “Omnichannel is really going to be a key ...

The key to a successful robbery isn’t breaking a window or short-circuiting an alarm system. It’s having the victim graciously open the heavily locked front door and letting the thief right in. In the cybsersecurity world, email phishing is by far the most prevalent form of attack. According to a Trustwave Holdings Inc. study, phishing ...

As if the possibility of harm from illness or disease were not enough to worry about, unsecure medical devices designed to help could kill us too. Last week, Check Point Software Technologies Ltd. posted the results of a study that warned that internet of medical things, or IoMT, devices, such as MRI or X-ray machines ...

Are chief information security officers growing tired of having to manage multiple solutions and vendors to protect their businesses? The recently concluded RSA Conference in San Francisco attracted 42,000 attendees and more than 700 exhibiting companies, just a portion of the total cybersecurity vendor community. With one company finding up to 30,000 new malware threats per ...