Posts By Chris Vitek

The Age of Ecosystem-Based Communications Emerges

Chris Vitek | February 16, 2017 |
Every industry has a unique set of communications requirements -- an ecosystem, if you will.

How Context Sits at Intersection of CRM, ACD

Chris Vitek | January 10, 2017 |
As real-time engagement solutions evolve, they tend to look a lot like CRM -- and vice versa.

Salesforce Communicating Contact Center Message

Chris Vitek | November 30, 2016 |
A continuing look at how Salesforce intends to support communications as a feature within its Service Cloud

G-Force 2016: A Peek at What's Next for Genesys

Chris Vitek | October 20, 2016 |
VR data visualization, AI, Omnichannel, and Skype for Business-UCMA integration were highlights of the event -- not to mention a new pair of underwear, compliments of Hurricane Matthew.

Communications-as-a-Feature: How Salesforce Will Replace Your ACD

Chris Vitek | August 23, 2016 |
With WebRTC-based communications tools like Live Agent for real-time chat, Salesforce is knocking on contact center doors.

Blockchain: Coming to Your Telecom Future

Chris Vitek | March 22, 2016 |
If you think blockchain technology is just for bitcoin, you'd be wrong.

Eliminating Treatment Delays at VA Hospitals

Chris Vitek | February 02, 2016 |
Queuing, capacity management, and same-day engagement for healthcare systems.

WhatsApp Vs. Skype: Revolutionizing the Future of Customer Engagement

Chris Vitek | January 20, 2016 |
These types of tools could make it possible to have a single app or portal through which a customer can request service or support for any product.

Telemedicine & WebRTC: Enterprise Comms Missing Out?

Chris Vitek | January 07, 2016 |
Only one of a dozen-plus telemedicine solutions providers I recently checked out hails from the traditional communications industry.

NG911: WebRTC to the Rescue

Chris Vitek | November 24, 2015 |
While 911 upgrades are mired in indecision, budget deficiencies, and political squabbles, WebRTC can help flip the switch on emergency communications services.

Adding Communications to Context

Chris Vitek | April 08, 2015 |
The age of attaching context to communications is drawing to a close. It is being replaced by the ability to add communications to context.

WebRTC and Cloud: The Race to the Bottom

Chris Vitek | July 15, 2014 |
For the pure-play WebRTC companies, competitive differences will eventually disappear. This is what happened in the Competitive Local Exchange Carrier (CLEC) business in the ‘90s. When all that they had left to sell was a lower price, many CLECs soon disappeared.

Engagement Centers vs. Record Keeping Centers

Chris Vitek | June 18, 2014 |
Big Data enables real-time engagement that accelerates the speed of decisions.

Amazon and WebRTC

Chris Vitek | May 08, 2014 |
Amazon made waves in the contact center pool with the introduction of the “Mayday” button on their high-end tablets. Though not publicly discussed, it has been confirmed that there are WebRTC components in use.

Communications as a Feature

Chris Vitek | February 26, 2014 |
The enterprise software business has 2,000 developers for every one enterprise telephony SIP programmer. That doesn't bode well for legacy platforms.

Building Mayday with WebRTC

Chris Vitek | January 24, 2014 |
Customer contact in the style of Amazon's new feature can readily be supported with current technology and the emerging WebRTC standard.
 

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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

February 22, 2017

Sick of video call technology that make participants look like they're in the witness protection program? Turns out youre not alone. Poor-quality video solutions can give users an unprofessional ap

February 7, 2017

Securing voice communications used to be very simple since it was generally a closed system. However, with unified communications (UC) you no longer have the walled protection offered by a dedicate

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.