Luke O'Neill

Executive Editor covering Customer Experience, Contact Center and Content Management topics @InformaTTGT

[Luke O'Neill @ONeillNews]

@Super70sSports This post of all those cursive letters looks like your next best T-shirt. please.

[TechTarget News @TechTargetNews]

.@Gartner_inc predicts a market correction for #AIAgent tools as enterprise buyers are overwhelmed with product choices and learning how to use them. https://t.co/vTaBFD8h6H

[Luke O'Neill @ONeillNews]

@tuckerweather @boston25 Misquamicut Beach, R.I.

[Luke O'Neill @ONeillNews]

How are #AI and #VideoConferencing converging? Find out in this great article by @LetsDoVideo .

( Hint: It goes beyond just #MeetingSummaries )
https://t.co/iXuC2EyKeF via @techtargetnews

[Luke O'Neill @ONeillNews]

The #CPaaS market is highly competitive and fairly volatile with fickle business customers potentially jumping from provider to provider based on messaging costs. Take a look at this in-depth dive into CPaaS trends.
https://t.co/IdRvzWVAMV via @techtargetnews

[Aragon Research @AragonResearch1]

#AI is no longer just a buzzword, it's a game-changer for #Sales!

From predicting buyer behavior to personalizing content and even coaching your team, AI is impacting #SalesEnablement in ways you might not expect.

https://t.co/IKOkhQGaO7

[Luke O'Neill @ONeillNews]

#CollaborationApps are filled with helpful features. However, because of #CollaborationSecurity reasons, some companies may not want their employees using all the features. Learn which features are most often disabled and why.
https://t.co/hhgWAkZmZk via @techtargetnews

[Luke O'Neill @ONeillNews]

A blueprint for #AIRetail shopping assistants -- see how #DigitalAssistants act like sales associates and provide a personalized and interactive shopping experience. Good insights here by @zkerravala on @nojitter

#AIcustomerExperience

https://t.co/M20OnSnGcJ

[Luke O'Neill @ONeillNews]

The race to offer free #AIassistants for #TeamCollaboration tools is underway.

https://t.co/4Ujq38PSsF

[Luke O'Neill @ONeillNews]

Two vendor surveys identified ambivalence around artificial intelligence as a workplace challenge that needs to be managed in 2025. #AIinTheWorkplace

https://t.co/zazVZZ6sKh

[Luke O'Neill @ONeillNews]

With #AI set to disrupt millions of jobs, nine major tech companies are forming a job training consortium. Their mission: to reskill and upskill millions at risk in the IT workforce.
https://t.co/9iignEOzOL via @techtargetnews

[Luke O'Neill @ONeillNews]

Nice advice here: When considering #AI, focus on specific use cases that could benefit from AI rather than AI as a general-purpose technology that end users apply as they see fit. AI does not provide business value simply because it's AI.

https://t.co/454mI7bU7K

[Luke O'Neill @ONeillNews]

Leading companies launch consortium to address AI's effect on tech workforce. Consortium focused on upskilling and reskilling roles most likely affected by AI.

https://t.co/VixBfg3khG

[Luke O'Neill @ONeillNews]

Interesting: @Talkdesk's strategy is to offer on-prem #ContactCenters a taste of #GenAI tools without a total revamp of IT infrastructure. That should help the vendor land enterprise deals when those contact centers move into the cloud.
https://t.co/reP0q7mXkM

[Luke O'Neill @ONeillNews]

The decision by @Microsoft to separate out @MicrosoftTeams from its @Office365 and @Microsoft365 products might satisfy regulators, but the move won't change adoption trends.

https://t.co/okV2KvwF9j via @techtargetnews

[Luke O'Neill @ONeillNews]

Nice article here by @bmmck from @esg_global. He examines users and vendors at #EnterpriseConnect and their caution, enthusiasm and cost concerns around #GenAI, as well as AI and human empathy for customer service issues.

https://t.co/J37JawPZb6

[Luke O'Neill @ONeillNews]

Clearly a lot of #ucoms #AI talk at #EnterpriseConnect. Some key AI concerns among users seem to be security, governance, compliance, accuracy and cost. #EC24

https://t.co/J37JawPZb6

[Luke O'Neill @ONeillNews]

#EnterpriseConnect thoughts: #UCaaS and #CCaaS have merged fully, according to some vendors. #AI will not replace #ContactCenter agents, even though some disgruntled agents might want that, i.e. agent churn rate. The pricing of AI tools is a key focal point for vendors & users.

[Luke O'Neill @ONeillNews]

#Webex users got an infusion of #GenerativeAI, as @Cisco released the AI Assistant for Webex that spans both office #collaboration and #ContactCenter.

https://t.co/BFlhsCNZ3P

#EnterpriseConnect

[Luke O'Neill @ONeillNews]

I'm following the virtual component of #EnterpriseConnect 2024 and I've heard more than a few times that offices/conference rooms are not ready for people to return to the office, which reminds me of this story I wrote about 3 years ago: https://t.co/mPrb454UkV

@enterprisecon