Posts By Chris Vitek

Web Chat: 'Gateway Drug' to AI for Customer Support?

Chris Vitek | March 29, 2017 |
Cognitive engagement technology will lead to improved experiences and increased customer loyalty.

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.
 

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
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.