By Monique Bozeman Published June 25, 2026 | 7 min read In June 2026, Boris Cherny — the head of Claude Code at Anthropic — said something that reframed how a lot of developers think about AI tools: “I don’t prompt Claude anymore. I have loops running that prompt Claude and figuring out what to […]
See MoreNavigating Hype vs. Reality for Effective Deployment Agentic AI has the potential to redefine call center operations by automating routine tasks, enhancing customer experience, and improving agent performance. However, as with all emerging technologies introduced into the call center, its successful deployment and overall effectiveness are constrained by data silos—fragmented customer information dispersed across disparate […]
See MoreI’m a marketing person by nature, but I do have a manifest geek gene that pops up from time to time, driving me to late night surfing of sites billed as news for nerds. I guess that accounts for me being among the 3 percent of woman (I’m guessing) who listen to podcasts like Leo Laporte and his […]
See MoreSAN DIEGO—With the onset of more viable mobile Web services, experts at the Voice Search 2009 conference predict that call center traffic will increase. Sitting on the panel “How Will Contact Centers Evolve in the Voice Search Era?,” Monique Bozeman, principal analyst at Monique Bozeman Consulting, says the ease with which users can move directly […]
See MoreCustomer service-related product release announcements in recent weeks point to the continuing advances in offerings targeted at enhancing customer experience over mobile devices, which makes sense given there are more than 3 billion mobile subscribers in the world and that number is expected to exceed 4.7 billion by 2011, according to Gartner Research. That and the […]
See MoreAt the risk of alienating those drinking or selling the UC Kool-Aid, here’s a rose-colored glasses-off summary of what I think, have heard and have read about Unified Communications: you can’t define it; it’s not new (hard to define in the early 90s too); the vendor landscape is confusing; it’s hard to prove ROI and customers […]
See MoreWednesday November 12,2008 12:41:32 By Monique Bozeman Analytics applications are hot, still emerging, mixed in with more mature applications and well, very confusing. Research analysts attempt to categorize, re-categorize and coin market segment terminology, niche vendors strive to extend beyond their core competency and claim functionality they may yet be growing into, and larger suite […]
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