Contact Center/Customer Experience

Midyear Pause: 6 Weeks, 7 Events, and the State of Collaboration

Jon Arnold | June 20, 2017 |
Here are three trends that bear watching for the second half of 2017.

On the Bleeding Edge or Lagging Behind? Tell Us Where Your Enterprise Fits In

Beth Schultz | June 19, 2017 |
Share how your organization approaches enterprise communications and collaboration in our latest No Jitter Research survey.

Avaya Wants to Help Navigate Digital Journey

Zeus Kerravala | June 15, 2017 |
In executive center briefings, company showcases the roles Breeze, Equinox, and Oceana can play within a digital organization.

Five9, Genband Formalize Partnership

Sheila McGee-Smith | June 14, 2017 |
Look to play off each other's respective expertise in cloud contact center and real-time communications in better serving enterprise and service provider customers.

Apple WWDC Announcements a Mixed Bag

Michael Finneran | June 14, 2017 |
Most offerings reflect incremental improvement rather than innovation, with a few surprises like Business Chat.

WebRTC Video Conferencing, In What Browser? Take VI

Tsahi Levent -Levi | June 13, 2017 |
Time for an update, after two years of silence.

Taking TEM Beyond the Telecom Spend

Beth Schultz | June 13, 2017 |
In our latest No Jitter On Air episode, learn why telecom expense management has an essential role to play as enterprises grow their mobility, cloud, and Internet of Things strategies.

Unifying Dis-Unified Enterprise Communications with WebRTC

Curtis Peterson | June 06, 2017 |
A look at why the best WebRTC applications will incorporate everything we have learned about delivering reliable enterprise voice and video

Turning Emotion into Call Center Data

Michelle Burbick | June 05, 2017 |
Talkdesk rolls out sentiment and mood feedback mechanisms, with one early user, ParkWhiz, reporting drastic improvement in ability to capture customer satisfaction ratings.

Giving Machines a Voice

Beth Schultz | June 01, 2017 |
Mitel creates IoT reference architecture aimed at enabling connectivity between IoT devices and communications endpoints without a rip and replace.

Genesys-ININ Merger Can't Stop Quicken's Bet on Cloud Contact Center

Michelle Burbick | June 01, 2017 |
Quicken continues transforming its contact center operations in the midst of the Genesys-Interactive Intelligence integration.

Genesys Differentiates with Blended AI Approach

Sheila McGee-Smith | May 30, 2017 |
Introduces Kate, customer service-specific artificial intelligence meant to assist and work with contact center agents.

Moving Beyond Uber: Crafting a Comms API Future

Beth Schultz | May 25, 2017 |
As Twilio deals with reduced business from Uber, it builds out its API portfolio with an eye on easing the way for enterprise developers.

Avaya Bankruptcy: Hearing on Reorganization Plan Delayed

Phil Edholm | May 25, 2017 |
While court due to address networking sale today, review of proposed reorganization plan postponed until late June.

Twilio Takes Comms APIs to Next Level

Michelle Burbick | May 24, 2017 |
Introduces "declarative APIs," positions itself to solve more end-user problems.

Will AI Fantasies Live Up to the Hype?

Rajeev Shrivastava | May 24, 2017 |
Artificial intelligence is being put to use in meaningful ways, but it's definitely not the solution to every problem.

Genesys Unveils New Customer Engagement Model

Michelle Burbick | May 22, 2017 |
New G-Nine customer success model brings in AI, bots, IoT, asynchronous messaging, and app automation to enhance the digital customer experience.

Cisco on AI: The 'Future of Collaboration'

Michelle Burbick | May 22, 2017 |
With new Cognitive Collaboration group, Cisco deepens its commitment to giving a 'voice' to Spark.

Verizon Releases Tap-to-Talk SDK for Mobile Apps

Beth Schultz | May 19, 2017 |
New service enables seamless shift from self- to agent-assisted service within mobile apps, while maintaining enterprise security controls.

inContact and NICE: Smarter and Faster

Sheila McGee-Smith | May 15, 2017 |
Together form a complete, omni-channel, WFO and analytics-rich portfolio.


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

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

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.