Contact Center/Customer Experience

RapidSOS Fires Up New Idea for Wireless E911

Michael Finneran | April 28, 2017 |
This startup wants to take a page from Google Maps to solve the location accuracy problem that plagues wireless 911.

Digital Transformation All About Speed

Beth Schultz | April 28, 2017 |
Change isn't easy, but it is necessary, as Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition, shares in our latest No Jitter On Air episode.

Where Is the Enterprise Communications Industry Headed?

Elka Popova | April 26, 2017 |
Reflections from Enterprise Connect 2017

Pick the Right Battle: Robocalls Over Net Neutrality

Michael Finneran | April 25, 2017 |
At issue is a universally intrusive annoyance to virtually everyone with a phone, and a key component of countless dubious and outright fraudulent schemes.

Debunking Amazon Connect's Competitive Threat

Zeus Kerravala | April 25, 2017 |
Given the massive size and scale of AWS, its contact center service certainly has some potential -- over the long haul.

Customer Experience Isn't a Metric, So What Should You Measure?

Mayur Anadkat | April 25, 2017 |
Metrics make the world go round. Don't just use vague jargon to define your market. Measure your money.

Zang Workflow: From Bits & Bytes to Drag & Drop

Andrew Prokop | April 24, 2017 |
A new graphical design tool from Avaya's Zang cloud platform makes fun work of building voice, text, and other communications applications.

Making a Mark at the IETF

Michelle Burbick | April 20, 2017 |
Cisco Fellow Alissa Cooper named organization's first female chair, brings years of standards work and expertise in data privacy to the role.

Next Steps in Your Avaya Chapter 11 Journey

Stephen Leaden | April 20, 2017 |
As Avaya inches toward reorganization, your job as a customer and steward to your organization is to be proactive about contingency planning.

Avaya Takes a Step, Not a Leap

Phil Edholm | April 19, 2017 |
The company's proposed plan of reorganization shows forward progress, but this is still a waiting game.

Why Your Contact Center Testing Is Broken

Mike Burke | April 18, 2017 |
How to correct three common mistakes in testing a contact center

Managing the Ups and Downs of Contact Center Call Volume

Sponsored by West | April 17, 2017 |
In this sponsored post, West explores how a cloud-based contact center solution better positions businesses to respond to fluctuating activity.

Voice Analytics: Enterprise Value Rising

Michelle Burbick | April 13, 2017 |
VoiceBase voice analytics technology extends from the contact center to the enterprise, powering call tracking, compliance, agent monitoring, and sales coaching.

The New New Things at Enterprise Connect

Eric Krapf | April 13, 2017 |
Enterprise Connect 2017 saw plenty of new players and technologies make their mark.

Providing Optimal Customer Experiences Means Choices

Dan Aylward | April 12, 2017 |
A brief history of putting computers between customers and customer service

Game On -- The Gamification of the Contact Center

Andrew Prokop | April 11, 2017 |
In short, focus + competition + sharing = higher productivity and less employee turnover.

Twitter Chat: Top Takeaways from Enterprise Connect 2017

Michelle Burbick | April 10, 2017 |
Join our live Enterprise Connect Twitter chat on Wednesday, April 12, from 4 to 5 p.m. ET, using the #ECchat hashtag.

SMS SOS: How Customer Engagement Is Saving the Telco

Tony Jamous | April 10, 2017 |
Consumers might favor chat apps over SMS these days, but businesses increasingly are relying on SMS for critical customer communications.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | April 07, 2017 |
Today's collection includes bites of news from Twilio, Facebook, Microsoft, Google, Workato, RingCentral, Genesys, and LogMeIn.

Digital Crisis or Redemption: The Uncomfortable Truth

Sheila McGee-Smith | April 06, 2017 |
Dimension Data's much-anticipated customer experience benchmarking report illuminates differences between actual and desired interaction channel mix.


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

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.

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.