Contact Center/Customer Experience

Avaya Anew: Out of Bankruptcy & Rearing to Go

Beth Schultz | December 15, 2017 |
Under new CEO direction, the company has less debt, more cash, fresh brainpower, and renewed willingness to make the future work.

5 Big UC Events of 2017

Zeus Kerravala | December 14, 2017 |
Chart-topping news from 2017

Enterprise Communications: A Look Back, a Look Ahead

Blair Pleasant | December 12, 2017 |
It's time for our requisite year in review and a look to the future.

Digital Voice: Cornerstone for Modern Cloud Environments

Sponsored by Genesys | December 12, 2017 |
In this sponsored post, Genesys explores how to bridge the divide between contact center agents and business users.

Comms APIs: Morgan Stanley's In, Are You?

Beth Schultz | December 11, 2017 |
Chief digital officer discusses the company's use of Twilio APIs, and the importance of software communications for a digital future.

Voice Will Remain King in Contact Centers

Matt Brunk | December 08, 2017 |
... and other predictions for 2018 from cloud contact center provider TCN

Twilio CEO Talks Up Transformative Power of Software

Michelle Burbick | December 06, 2017 |
Twilio’s Jeff Lawson recaps rise of programmable communications, shares inkling of what he's planning next.

What Massive Bosch Deal Says About Avaya Cloud Goals

Phil Edholm | December 06, 2017 |
Analysis of five-year, $60M contract reveals how serious Avaya intends to be in winning large enterprise cloud business.

AWS Gives Alexa a Voice for Your Business

Beth Schultz | November 30, 2017 |
Introduces a fully managed Alexa service, ties in a variety of integrations for communications and collaboration.

7 Myths of Enterprise Cloud Contact Centers, Vaporized

Sponsored by NICE inContact | November 29, 2017 |
There are seven myths to dispel if you’re considering moving your contact center to the cloud, as NICE inContact explains in this sponsored post.

Avaya Gets Court's OK on Reorganization Plan

Beth Schultz | November 28, 2017 |
Next up: Out of bankruptcy by year's end

Artificial Intelligence -- Not So Artificial

Marty Parker | November 28, 2017 |
Enterprises today should be analyzing communications-centric workflows in the context of AI-based transformations.

5 Tips for a Digital Transformation-Ready Network

Sponsored by Martello Technologies - a Mitel Technology Partner | November 28, 2017 |
Even the best technology won't be successful if delivered on unreliable infrastructure, as Martello Technologies discusses in this sponsored post.

Genesys Integrates PureCloud, Amazon Lex

Michelle Burbick | November 27, 2017 |
Voice to drive the next-generation customer experience, Genesys says.

Designing a Design-Driven Organization

Scott Murphy | November 22, 2017 |
Organizations that use cross-disciplinary teams, lead with customer-focused design, and share knowledge effectively will rise quickly to the top of their sector.

Top 5 Reasons to Go Private Cloud

Zeus Kerravala | November 21, 2017 |
Whether its customization, scale, or something else you're after, sometimes public cloud doesn't make sense.

Dreamforce 2017: Contact Center Stories

Sheila McGee-Smith | November 20, 2017 |
A look at Salesforce's mega conference through a contact center lens

Putting Watson to Work

Andrew Prokop | November 20, 2017 |
See for yourself how to work with IBM Watson to build AI and language applications.

Customer Conversations the Ultimate IoT Endpoints?

Chris Vitek | November 14, 2017 |
All you need to leverage this invaluable asset is a conversational AI solution.

Artificial Intelligence: The Real Deal

Eric Krapf | November 14, 2017 |
AI is just another stage of the automation that communications have been undergoing since the beginning of the IP era.


Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
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.