Posts By Sheila McGee-Smith

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.

Genesys, Avaya Rumor Provokes Conversation

Sheila McGee-Smith | August 08, 2016 |
True or not, speculation that Genesys has its eye on Avaya's contact center business is a hot topic among industry watchers.

Tata Communications Builds Global Services, Brand Awareness

Sheila McGee-Smith | August 04, 2016 |
From its Indian roots, the service provider continues building its global stature with a broad portfolio that includes UC- and contact center-as-a-service options.

Genesys: The Best Is Yet to Come

Sheila McGee-Smith | July 26, 2016 |
Investor interest signals belief that Genesys will be a major beneficiary of the shift from premises-based systems to cloud services.

Building on Breeze, Avaya Announces Oceana

Sheila McGee-Smith | June 06, 2016 |
Maps out a roadmap of sorts for unifying the piece parts of its contact center portfolio.

Aspect Reimagining CX 'Via' the Cloud

Sheila McGee-Smith | May 31, 2016 |
Like other legacy vendors, company is evolving a series of stand-alone contact center solutions into a single cloud platform for customer engagement.

NICE Day for inContact

Sheila McGee-Smith | May 18, 2016 |
In a gambit aimed in part at gaining cloud expertise, NICE buys SaaS provider inContact for $940M.

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January 11, 2017
As cloud communications continues to grow and mature, many enterprises are looking to build a hybrid CPE-cloud strategy. Looking out over the next three years, how should enterprises expect the cloud...
December 14, 2016
Cloud UC is being rapidly adopted in the enterprise, but recent research has shown many organizations continue to be challenged with how to effectively integrate cloud in their existing UC ecosystem. ...
November 30, 2016
With cloud communications platforms and SIP/SIP trunking APIs, enterprises have the opportunity to embed real-time voice and video calling within business applications and processes while leveraging e...