Cloud Communications

Enhancing Customer Experience with Natural Language Processing

Andrew Prokop | August 22, 2017 |
Processing language into actionable components is the future of communication.

Cisco Takes Spark Security to Next Level

Michelle Burbick | August 21, 2017 |
Aims to minimize enterprise risk of using team collaboration apps with enhancements around security, compliance, analytics, mobile device management, and more

If Not Cloud, Then What?

Eric Krapf | August 17, 2017 |
If you lived through the TDM-to-IP transition, you'll have a sense of déjà vu as you sort out the on-prem vs. cloud decision.

World Vision Sees Saving Grace of Cloud Telephony

Beth Schultz | August 17, 2017 |
This global nonprofit shares its journey from legacy infrastructure to its RingCentral Office deployment and lessons learned along the way.

UCaaS, CCaaS, IaaS: Amazon's Many Roles in the UC Market

Brian Riggs | August 15, 2017 |
One way or another, looks like Amazon Web Services will play a role in cloud communications.

Encryption and Mindset: 2 Keys to Securing Modern Communications

Perry Price | August 15, 2017 |
As omnichannel contact centers become more pervasive, ensuring the security of these connections is extremely important.

The Days of 2FA SMS (and A2P) Are Numbered

Tsahi Levent -Levi | August 14, 2017 |
My thoughts on why SMS will eventually find a home next to my imaginary fax machine

The Case of the Missing Message-On-Hold Notification

Matt Brunk | August 11, 2017 |
... a classic IT failure to understand business and user needs when it comes to telephony.

Polycom Introduces 'Device as a Service'

Zeus Kerravala | August 10, 2017 |
Program gives Internet telephony service providers the ability to offer subscribers the option of swapping out, canceling, or returning their IP phones without penalty.

Habitat Soundscaping – and Now for Something Completely Different

Jon Arnold | August 08, 2017 |
Plantronics isn't in the business of providing collaboration solutions, but it sees a good way to improve the environment in which collaboration takes place.

Avaya Takes Critical Next Step in Bankruptcy Process

Sheila McGee-Smith | August 07, 2017 |
Company enters into plan support agreement, files amended plan of reorganization, announces leadership transition... starting to see light at the end of the tunnel.

How Cool Do Meetings Really Need to Be?

Beth Schultz | August 03, 2017 |
Many companies want employees to be more collaborative, and have the flexibility of teleworking -- but those two initiatives aren't always complementary.

Mitel-ShoreTel Promises Unique SMB Benefits, Viable Enterprise Option

Robin Gareiss | August 03, 2017 |
Former competitors must combine strengths, leverage opportunities.

Cloud vs. Hybrid: What's Best for Your UC?

Thomas Canty | August 03, 2017 |
This list of pros and cons should help you answer the big question of whether to go full cloud or take a hybrid approach.

Pexip Certified on Skype for Business Interoperability

Zeus Kerravala | August 02, 2017 |
Infinity Fusion becomes first video interoperability software to earn Microsoft's stamp of approval.

Mitel Makes Name as Standard-Bearer for UC Consolidation

Phil Edholm | August 02, 2017 |
Whether analyzed on the cost of acquiring seats or other factors, deal makes sense for company gunning for cloud UC leadership position.

UC, Network Vendors: Buy, Sell, Hold?

Dave Stein | August 02, 2017 |
As in baseball, UC and networking vendors on the bubble need to position themselves to buy -- a la Mitel and Extreme Networks -- or be sold.

Turning Contact Center Analytics Into Actions

Scott Sampson | August 01, 2017 |
Cloud-based contact center solutions can fuel personalized experiences by surfacing CRM information about customers as they begin interacting with agents.

NICE inContact Update: The Story Behind CXone

Sheila McGee-Smith | July 31, 2017 |
NICE introduces unified cloud platform... and maybe a slight strategic shift.

Perfect Timing for Mitel, ShoreTel Merger

Dave Michels | July 28, 2017 |
Back in late 2014, Mitel's plan to purchase ShoreTel didn't make much sense. But now it does, and here's why.


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.