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Articles by Erik Linask
Why SGP.32 Is Only the Beginning of a Global IoT Strategy
For companies deploying connected equipment internationally, the idea of a single device that can be manufactured once, shipped anywhere, and connected to the appropriate local network has long represented an IoT ideal. The GSMA’s SGP.32 specification brings the industry significantly closer to realizing that vision.
When AI Learned to Pick Up the Phone
Early enterprise AI generally worked behind the scenes. It scored leads, summarized calls, flagged fraud, and analyzed customer behavior after the fact. It was abundantly useful, for sure, but it needed more because it was doing work that happened once the moment of customer intent had already passed and, with it, a moment of opportunity. The live conversation was a weak point. A prospect filled out a form and waited. A customer called after hours and got voicemail.
AI-Powered Call Screening Is Forcing Contact Centers to Rethink AMD
By Erik Linask June 09, 2026 The contact center has become a technology battleground over the past several years. Much of it is centered on what happens when a customer or prospect contact the company. But, there’s a whole different piece of the contact center that is often forgotten because it happens before the interaction actually starts. It’s the outbound call, which has been integral to the success of the contact center space from the beginning.
GoTo Makes the Argument That Small Business Shouldn't Mean Second-Rate CX
By Erik Linask May 22, 2026 For SMBs, customer experience often comes with an uncomfortable tradeoff. If they can make it fit into the budget, they can invest in the same sophisticated communications tools larger enterprises use – omnichannel engagement, AI-powered analytics, quality management, around-the-clock responsiveness – but doing so often means stitching together multiple vendors, products, and integrations that smaller teams do not have the time or resources to manage well.
Why Award Marketing Should Be Part of Every B2B Tech Company's Growth Strategy
One of the things I’ve learned in 20 years in the B2B tech space is that differentiation is harder than most marketers want to admit.
As Spam Labels Rise, AVOXI Pushes a New Model for Trusted Outbound Voice
For years, digital customer engagement strategy has revolved around speed, personalization, and channel choice. But , a more basic problem has emerged in the enterprise: Many legitimate outbound calls are now treated suspiciously, like spam. That’s creating a growing operational challenge for contact centers, especially those trying to reach customers about service issues, billing questions, healthcare appointments, fraud alerts, and other high-value interactions.
Why Sinch's Voice Relay Matters for the Next Phase of Enterprise Voice AI
For all the attention around chatbots, copilots, and agentic AI, the phone call remains one of the hardest places to put artificial intelligence to work well. That is partly because voice is still the channel customers turn to when an interaction urgent, emotionally charged, or too complex for a quick exchange over text-based channels. It’s also because real-time voice is far less forgiving than email, messaging, or web chat.
The Quantum Clock is Ticking: Are Enterprises Ready for the Encryption Apocalypse?
It may not be quite the buzzword AI has rapidly become, but quantum computing still represents a significant technology shift when you consider an increase in computational power that will enable solutions to problems currently insurmountable for even the most advanced supercomputers. Leveraging the principles of quantum mechanics, quantum computers have the potential to revolutionize fields ranging from medicine and materials science to finance and AI itself.
Future of CX Belongs to AI Agents and Intelligent Orchestration
Smart Communications’ Acquisition of Pendulum Targets CX in the Age of Agentic AI The AI conversation has shifted – rapidly. For years, enterprises invested in automation, analytics, and personalization tools to improve customer experience (CX). But, the new wave of Agentic AI is different.
Ooma AirDial Elevates POTS Replacement for Large Organizations
The POTS network, once the bedrock of global communications, is rapidly fading into obsolescence. Many would say it’s already there, considering telecom carriers are actively decommissioning aging copper infrastructure and many businesses face an urgent imperative to migrate to modern alternatives. But, that’s where the argument that POTS is already obsolete falls short – millions of mission-critical applications still rely on POTS lines.
Ooma AirDial Elevates POTS Replacement for Large Organizations
The POTS network, once the bedrock of global communications, is rapidly fading into obsolescence. Many would say it’s already there, considering telecom carriers are actively decommissioning aging copper infrastructure and many businesses face an urgent imperative to migrate to modern alternatives. But, that’s where the argument that POTS is already obsolete falls short – millions of mission-critical applications still rely on POTS lines.
VoIP Provider Zadarma Integrates Three AI Voice Agents into its PBX Platform
AI voice agents are rapidly becoming invaluable assets for businesses, and their popularity is soaring due to their profound impact on efficiency, customer satisfaction, and operational scalability. Why? For one thing, AI agents don’t take breaks or vacations or even weekends off. Nor do they get tired. In other words, they offer 24/7/365 availability. This ensures all inquiries are addressed promptly, while freeing up human staff to focus on more complex, urgent, or strategic work.
The Future of CX: Mosaicx Unveils AI-Native Engage Platform
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The Quantum Clock is Ticking: Are Enterprises Ready for the Encryption Apocalypse?
7 minutes ago cloud-computing.tmcnet.com By Erik Linask, Group Editorial Director | May 28, 2025 It may not be quite the buzzword AI has rapidly become, but quantum computing still represents a significant technology shift when you consider an increase in computational power that will enable solutions to problems currently insurmountable for even the most advanced supercomputers.
Jabra Reviving Human Focus Amid AI Revolution in Customer Experience
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Driving CX Improvements with Advanced AI Agents
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Voice2Me.ai Introduces Multimodal AI Agents for ServiceNow
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Salad Redefines AI Transcription with Unmatched Accuracy and Ultra-Low Pricing
By Erik Linask Salad Technologies announced the launch of its new AI-powered Batch Transcription API, promising unparalleled accuracy in speech-to-text technology at a significantly reduced cost compared to existing solutions. This innovation marks a significant advancement for industries relying heavily on transcription services, addressing issues of affordability, accuracy, and scalability in AI-powered transcription solutions.
Boomi AI Studio Launched to Centralize Control and Governance of Enterprise AI Agents
By Erik Linask AI agents, also referred to as intelligent agents or autonomous agents, are software programs that leverage AI to automate many common or repetitive tasks. Unlike traditional software and other forms or automation, however, AI agents can perceive their environments, make decisions, and take actions to achieve specific goals without explicit human direction. They can learn from experience, adapt to changing circumstances, and interact with other agents or humans.
Luware Unleashes New Teams-Integrated Contact Center
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net2phone Launches AI Agent to Transform Customer Engagement Across Channels
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IBM Strengthens GenAI Portfolio with DataStax Acquisition
By Erik Linask In a move to bolster its generative AI capabilities, IBM announced its plan to acquire AI and data solutions provider DataStax. With the deal, IBM looks to enhance its watsonx portfolio and empower enterprises to leverage the vast potential of unstructured data for generative AI applications.
All AI Is Not Created Equal: Why Agentic AI Is the Future of CX
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net2phone Launches Unveils AI Agent to Transform Customer Engagement Across Channels
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Sendbird Advanced Moderation Creates Safer, Smarter, Digital Communities
Online communities have become a staple in today’s digital world. From social media groups to topical forums to direct interactions between clients and customers, audience participation, so to speak, is driving engagement. But, a challenge has also arisen: We are seeing a high volume of inflammatory or inappropriate comments in these interactions. It’s apparent that many users of these various platforms feel comfortable making bold statements behind the digital curtain.
Solving the Smart Home IoT Connectivity Puzzle
By Erik Linask October 26, 2023 In the ever-evolving world of home automation, smart home devices have become an integral part of our daily lives, promising convenience and enhanced quality of living. Yet, while most device makers promote simple deployment, the reality is that many users encounter challenges, either when deploying devices or during normal usage. Many of these obstacles are related to Wi-Fi connectivity.
Satellite IoT: The Dawn of a New Connectivity Era
The Satellite Internet of Things (IoT) industry is ready to skyrocket. With industry projections expecting connection revenue to jump from $2.2 billion in 2022 to $7.8 billion by 2030, the market is preparing for a period of unprecedented growth and evolution -- just in time for an emerging range of IoT use cases and depolyments. The Accelerating Pace of Growth The trajectory of the industry's growth is being influenced by a confluence of several factors.
Harnessing the Power of IoT for a Smarter Denver
The urbanization of the world’s population, coupled with advancements in digital technologies – and a never-ending challenge to balance budgets with community needs – is driving cities, municipalities, and towns to explore smart city technologies. The simple fact is most cities are struggling to balance residents’ needs, safety, and costs, which is driving them to explore new technologies to support their operations across their communities.
The Future of Buildings is Smart
Smart buildings use technology to improve the efficiency, comfort, and security of their occupants. They leverage IoT sensors, controls, and automation to collect data about the building's environment and operations and use that data to optimize building performance in areas such as energy consumption, lighting, HVAC, security, and access control. Smart buildings help reduce energy costs, improve occupant comfort, and increase security.
UniVoIP Brings Teams Voice Integration to the Telarus Supplier Portfolio
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Tuya Smart's Matter and Alexa Integration Designed to Expand Smart Home Market
Tuya Smart, a global provider of IoT development platform services, has launched what it claims is the world's first 5-inch Smart Control Panel Solution for smart homes that incorporates both Matter and Alexa Built-in. Matter is the smart home interoperability protocol that is supported by Apple, Google, Amazon and others, developed in 2019 by the Project Connected Home over IP (CHIP) working group. It is now maintained by the Connectivity Standards Alliance.
Revolution at the Grid Edge: A Pioneering Approach to Energy Management
Energy use and conservation have been part of the global conversation for decades but, as we move further into the 21st century, the urgency for sustainable energy consumption has grown. The global demand for energy is surging, driven by industrialization, population growth, and technological advancement. Yet, our traditional methods of energy generation and consumption, reliant largely on fossil fuels, have led to detrimental environmental consequences – notably pollution and climate change.
Leveraging Generative AI for Health Literacy
Despite the incredible benefits of modern communications tools, they have also fostered an era where misinformation can spread like wildfire. At the same time, access to accurate, understandable, and timely health information has never been more crucial. It put the healthcare industry in a bind, considering a shortage of healthcare professionals combined with an increased demand for personalized healthcare services from an aging population.
The Retail Game Changer: KORE's Retail Fixed Wireless Solution
Like nearly every other industry, the retail sector is undergoing a dramatic transformation, fueled by the rise of digital technology and the increasing need for high-speed connectivity to accommodate these new solutions. KORE is at the forefront of this change with its latest offering, a comprehensive retail solution harnessing the power of 5G cellular connectivity through Fixed Wireless Access (FWA).
Five9's Bracket Challenge Highlights Shifting Contact Center Priorities
By Erik Linask May 24, 2023 In recent years, there has been a discernible shift in the contact center industry towards placing more importance on the agent experience. This evolution has been driven by several factors, including the rise of artificial intelligence, the increasing complexity of customer interactions, and the recognition that a positive agent experience can significantly impact the overall customer experience.
Pegasystems Rides the Generative AI Wave
The artificial intelligence (AI) space was already evolving quickly but, since the emergence of high-powered Generative AI models, that evolution has accelerated massively and we’re seeing a constant flow of new solutions and use cases. Generative AI has swiftly emerged as a groundbreaking technology with incredible potential.
The Marketing Conundrum: Budget Constraints and the Rise of Generative AI
The marketing landscape is evolving at an unprecedented pace, driven by innovative technologies that are disrupting traditional strategies and practices. Marketers are confronted with new challenges and opportunities, one of them being how to effectively engage customers and prospects using these tech advancements. As this shift takes place, however, not all marketers feel equipped with the necessary resources to effectively execute their strategies.
Revolutionizing Data Security for Large Language Models
Artificial intelligence (AI) – and particularly its Generative AI subset – has been the hottest topic in business of late. Each day, countless companies are finding new ways to embrace AI and large language models like Chat GPT. Across organizations, Generative AI is being tested to improve both internal and customer-facing processes.
Latch Unlocks its Future with HDW Acquisition and New CEO Jamie Siminoff
Latch, Inc., the creator of the full-building SaaS platform, LatchOS, has announced it is acquiring Honest Day's Work (HDW). New York-based Latch is a trailblazer in the PropTech industry. Its platform is a comprehensive solution that integrates software, devices, and services to transform spaces into better places for people to live, work, and visit.
Stefanini Cyber Defense and Shield-IoT Forge Alliance to Bolster IoT Security
In an era largely defined by rapid digital transformation, the Internet of Things (IoT) has emerged as a technology shaping businesses across diverse verticals. With 5G, AI, and cloud technologies maturing, the number of connected IoT devices is projected to surpass 27 billion by 2025.
Deloitte Canada Unlocking the Future of Generative AI
Imagine a future where artificial intelligence (AI) transcends traditional boundaries and opens up a world of limitless possibilities. We no longer need to imagine it – The future is here. Generative AI is already redefining the AI landscape, enabling businesses to harness the power of AI to address challenges with a variety of applications (some more innovative than others).
Signs of Success: BCM One's Growth Recognized by Inclusion in Inc. Magazine's Northeast List
Four years ago, communications and managed service provider BCM One started on what became a major investment spree as it looked to expand into the voice communications market and become a full-service business solutions provider. The company has made 9 strategic acquisitions since then to expand its portfolio of services, enhance its technology offerings and value to customers, and increase its geographic footprint.
MSP Expo Sponsor: MSPs Have to Become Communications Providers
As businesses continue to invest in cloud services to support their digital transformation initiatives and improve their operational capabilities, they are also leaning more heavily on the MSP community. It’s driving competition in the MSP space, with each MSP looking to gain a competitive advantage to win new customers and retain existing ones.
MSPs Have a Massive Opportunity in Cyber Security
Across the tech landscape, there isn’t a hotter market than the managed services space. It’s quite simple, actually – businesses don’t have the time or resources to manage all their IT needs internally, especially in an age of digital transformation where nearly everything is moving (or has moved to) the cloud. They need help from experts who can manage IT environments for them, more effectively and efficiently than their internal teams can.
MSP Expo Sponsor: MSPs Can Help Stop Cyber Attacks Before They Happen
While there may be shinier new buzzwords in tech – ChatGPT and Metaverse, to name a few – there isn’t one that is as important as cyber security. Not only does is impact every single business every day, it’s a need that isn’t going away. Now that the seal has been broken on breaches, businesses and their security providers are in a never-ending cycle of maintaining their security postures to keep up with hackers.
Simplified IT Service Procurement, Management, and Accounting is an Advantage
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SkySwitch Growth and Innovation Recognized among UCaaS Leaders
The UCaaS market has changed over the past several years. For one thing, the features and capabilities have grown in importance as companies try to support new workforce and workplace models. Quite simply, many businesses wouldn’t have made it through the past couple of years without UCaaS. To be clear, it’s not a new trend, just an acceleration of what was already happening – something the world saw with many technologies and digital transformation projects in general from the middle of 2020.
Let the Geek Speak: Keys to Delivering a Great Tech Presentation
Over the past 25 years, I’ve seen countless conference sessions and webinars – and presented many of my own. They are a big part of what we do at TMC, which has given me a chance to be part of sessions touching on a wide variety of topics. Some of them have been truly interesting, while others have been, well, to put it mildly, dry. What I’ve learned, though, is it’s often not the topic that determines success.
Minority Report is Here: IKIN's Cubara Bridges the Gap Between Real and Virtual
When most people think of facial image scanning, there’s a good chance their thought process immediately goes to facial recognition technology. After all, that’s the most prevalent use case we hear about today – millions of people are unlocking their smartphones with facial recognition, and anyone who watches crime dramas on TV has seen the technology used many times. The truth is, while facial recognition is a use case for image scanning, it’s hardly the only one.
Growing White-label UCaaS Provider RingLogix Raises $3M in Investment Round
During the pandemic, technology truly showed its value to businesses. Many technologies that were slowly being adopted by businesses were instantly thrust into the spotlight. These technologies saved hundreds of millions of jobs because they allowed work to be done from anywhere.
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