Posts By Sheila McGee-Smith

Genesys Flexes Its Acquisition Muscles

Sheila McGee-Smith | February 27, 2017 |
Silver Lining enriches Genesys’s WFO portfolio.

Aspect Charts Course 'Via' CCaaS

Sheila McGee-Smith | February 27, 2017 |
Multitenant contact center-as-a-service offering, deployed in the AWS cloud, expands Aspect portfolio.

Avaya Partners with Spoken for CCaaS for BPOs

Sheila McGee-Smith | February 21, 2017 |
With this announcement, Avaya and Spoken have aligned their roadmaps toward including Oceana, Breeze, and Equinox into ConversationCenter moving forward.

Masergy to Offer CCaaS

Sheila McGee-Smith | February 08, 2017 |
Becomes one of the first providers to offer a cloud contact center service based on BroadSoft's CC-One.

Avaya Keeps Crown Jewel, Contact Center

Sheila McGee-Smith | January 20, 2017 |
With a Chapter 11 bankruptcy filing comes the end of company's gambit to sell off its contact center business for much needed cash.

Salesforce CTO Shares Look Ahead

Sheila McGee-Smith | January 17, 2017 |
Co-founder Parker Harris candidly discusses integration challenges, global expansion, the services portfolio, and the AWS relationship.

Royal Bank of Canada Deploys Video Banking 2.0

Sheila McGee-Smith | December 15, 2016 |
Video banking moves from room-based systems at local branches to customer computers, tablets, and mobile devices.

Salesforce LiveMessage: From Notifications to Conversations

Sheila McGee-Smith | December 13, 2016 |
Conversational text messaging allows for a truly interactive exchange between customer and agent.

The New Genesys: Juggling AWS and Azure

Sheila McGee-Smith | December 07, 2016 |
Aims to keep problems at bay by separating product management activities into discrete organizational units.

ALE Rainbow: What It Is and Isn't

Sheila McGee-Smith | December 05, 2016 |
ALE now offering next-gen communications solution as freemium software; enterprise version slated for early 2017 release

The Big Reveal: Powered by BroadSoft

Sheila McGee-Smith | November 21, 2016 |
This traditional provider of service provider SMB solutions wants to move upmarket -- and come out from behind the scenes.

CaféX Bringing Omnichannel to Microsoft Dynamics 365

Sheila McGee-Smith | October 19, 2016 |
The companies have teamed on development and put a joint engineering road map in place to achieve deep integration.

inContact and NICE: Post-Acquisition Plan Unveiled

Sheila McGee-Smith | October 17, 2016 |
Five product initiatives aim to put inContact at the same level as enterprise-caliber contact center solutions from the biggest competitors.

Digital Transformation: Tangerine Banks On It

Sheila McGee-Smith | October 11, 2016 |
This Canadian bank serves as a digital proof point, continuously innovating with online and mobile services to improve the customer experience.

Cisco, Salesforce Kick It Up in the Contact Center

Sheila McGee-Smith | October 03, 2016 |
Company execs, as well as a mutual customer, share details on how Cisco Customer Care and Salesforce Service Cloud can or could work together.

Microsoft Ignite: Skype for Business Cloud PBX Solutions a Key Focus

Sheila McGee-Smith | September 23, 2016 |
Since the Office 365 E5 release, Microsoft has focused on identifying remaining gaps that need to be filled by partner solutions to provide a robust Cloud PBX solution.

Salesforce Einstein: AI for Everyone

Sheila McGee-Smith | September 19, 2016 |
CRM company Salesforce, powered by the artificial intelligence of Einstein, is making additional in-roads into the contact center. How far will it go?

Q&A: Genesys CEO Dishes on Interactive Intelligence Buy

Sheila McGee-Smith | August 31, 2016 |
Following today's $1.4 billion acquisition announcement, I grabbed 15 minutes with Genesys CEO Paul Segre for a beyond-the-press release interview.

Buying CCaaS: Brand Name vs. White Label

Sheila McGee-Smith | August 25, 2016 |
When evaluating prospective service providers, ask: Whose cloud contact center software is that?

Five9 Gets Smart on Customer Journey

Sheila McGee-Smith | August 17, 2016 |
Summer Release to bring sophisticated customer journey analytics to cloud contact center platform.
 

Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Special Offer - Save $200 Off Advance Rates

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.