Andrew Prokop | April 20, 2015 |
A practical look at Dual Tone Multi Frequency and RFC 2833/4733

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Phil Edholm | April 17, 2015 |
When integrated with the SBC, WebRTC can help cloud contact centers simplify the task of routing Web-originated customer interactions to agents based on skills and context.

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Beth Schultz | April 16, 2015 |
Cloud-based communications supports a far-flung, multi-language operation and enables data-driven decision making at this global imagery marketplace.

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Michelle Burbick | April 14, 2015 |
ShoreTel extends UC to wearables with its Mobility Client application for the Apple Watch.

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Brian Riggs | April 14, 2015 |
Skype for Business Online promises to be a game changer -- not only for Microsoft, but also its partners, customers, and competitors.

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Posts

Software-Defined Networking Headed to Enterprise WAN

Beth Schultz | April 20, 2015
Enterprise network managers must rethink the traditional hub-and-spoke MPLS architecture if they're ever to enable true business agility.

Working with DTMF Transmission at the Packet Level

Andrew Prokop | April 20, 2015
A practical look at Dual Tone Multi Frequency and RFC 2833/4733

 

Signs of Spring Blossom at Unify

Sheila McGee-Smith | April 20, 2015
With April has come a major customer win and significant executive appointments, signaling that Unify's rebirth is for real.

Securing IoT -- Better Now Than Later

Gary Audin | April 17, 2015
Implementing IoT security is like buying insurance: the enterprise does not expect to file an insurance claim, but it must invest in insurance in case of a problem.

 

WebRTC, SBCs Meet Up in the Contact Center

Phil Edholm | April 17, 2015
When integrated with the SBC, WebRTC can help cloud contact centers simplify the task of routing Web-originated customer interactions to agents based on skills and context.

Peeling Back the Layers of Wiring Infrastructure

Matt Brunk | April 17, 2015
Cleaning up an infrastructure may not be on your list of most-exciting projects, but best practices dictate that you not ignore the chore, either.

 
 
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Slideshows
Top Contact Center Stories of 2014

Top Contact Center Stories of 2014

Sheila McGee-Smith | December 30, 2014
From big name announcments to cloud, mobile customer care and customer journey management, Sheila McGee-Smith breaks out the biggest contact center stories of the year.
The Email Killers: 10 Cloud-Based Team Collaboration Tools

The Email Killers: 10 Cloud-Based Team Collaboration Tools

Brian Riggs | December 15, 2014
Let’s point a spotlight at some of the SaaS solutions in this market niche to see what Circuit and Project Squared are up against.
Dreamforce 2014: A Contact Center Perspective

Dreamforce 2014: A Contact Center Perspective

Sheila McGee-Smith | October 21, 2014
Sheila McGee-Smith recounts the recent Dreamforce conference in San Francisco and highlights the contact center companies that participated.

Lync Handsets: Sorting Through Your Many Options

Lync Handsets: Sorting Through Your Many Options

Brian Riggs | September 08, 2014
While Microsoft can certainly point to many Lync customers that are doing away with their desk phones and opting to deploy UC client software only, Microsoft partners can just as easily point to many customers deploying physical handsets to their many Lync users.
Android Desk Phones and Android Desk Phone Apps

Android Desk Phones and Android Desk Phone Apps

Brian Riggs | January 30, 2014
Brian Riggs takes a look at some Android desk phones and apps and examines what potential value these hold for the enterprise moving forward.
Top Contact Center Stories of 2013

Top Contact Center Stories of 2013

Sheila McGee-Smith | December 30, 2013
2013 had big contact center stories from broad-based UC vendors like Avaya, Cisco and Unify, as well as from customer experience-specific companies like Aspect, Interactive Intelligence, inContact, Five9 and more.


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May 20, 2015
The silo-ed PBX at the core of the legacy communications architecture no longer fits today's need for integrated enterprise, Web-based, and mobile communications, and this installed base is limiting e...
April 15, 2015
An explosion of application traffic threatens to overwhelm enterprise networks, and real-time traffic like voice and video can be the most endangered, and also the most threatening to other kinds of t...
March 25, 2015
Enterprise collaboration and communications tools are more fragmented than ever, and the proliferation of new approaches for collaboration is hindering productivity. Unified communications (UC) was su...