Contact Center/Customer Experience

What the Contact Center Can Do to Encourage Repeat Business

Sponsored by West | April 06, 2017 |
In this sponsored post, West shares tips on how to make sure your contact center doesn't end up driving customers to competitors.

How to Tackle Digital Transformation to Become a High-Performance Company

Sponsored by Mitel | April 05, 2017 |
In this sponsored post, Mitel shares four ways in which high-performance companies stand out in their approaches to digital transformation.

Avaya: Reorg Plan Still in the Hopper

Beth Schultz | April 04, 2017 |
Company misses its March deadline as it continues discussions with creditors.

Keep It Simple: How to Move Your Communications Systems to the Cloud

Sponsored by BroadSoft | April 04, 2017 |
In this sponsored post, BroadSoft shares tips for transitioning to the cloud, plus a checklist of must-haves for use in evaluating potential providers.

5 Game Changers Emerge at Enterprise Connect

Irwin Lazar | April 03, 2017 |
Signs of change and disruption were all around us at last week's conference and expo.

IoT: Customer Experience Leading the Way

Sheila McGee-Smith | April 03, 2017 |
The Bosch Connected Parking case study shared at Enterprise Connect serves as a perfect example.

Good Bots, Bad Bots, No Bots

Gary Audin | March 31, 2017 |
Even bots come with best practices.

5 Takeaways from Enterprise Connect 2017

Zeus Kerravala | March 30, 2017 |
Remembering this year's event for cloud, comms APIs, team collaboration, physical meeting rooms, and the digital experience.

Team Collaboration Shines at EC17

Michelle Burbick | March 29, 2017 |
Team collaboration stories surface across the Enterprise Connect show floor, sessions, keynotes, and main-stage panels.

AWS Announces Amazon Connect

Sheila McGee-Smith | March 29, 2017 |
Enters the contact center space with a splash at Enterprise Connect

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 Experience' Takes Center Stage at EC17

Michelle Burbick | March 28, 2017 |
Whether for users, customers, or contact center agents, the need to optimize the experience emerged as a common thread during today's keynote addresses.

Cisco Beefs Up Spark Ecosystem

Michelle Burbick | March 28, 2017 |
With four product announcements yesterday, Cisco focuses on helping organizations keep up with the tides of change in enterprise collaboration experiences.

Enterprise Connect 2017: Reflecting Major Industry Transition

Marty Parker | March 28, 2017 |
As can be seen in the keynote lineup and Best of Enterprise Connect finalists, the enterprise communications industry is at an inflection point.

Cisco Spark Meets Customer Care

Sheila McGee-Smith | March 28, 2017 |
Cisco unveils a digital customer support solution for help desks and small teams, and Altocloud announces a Sales Communications Solution built on the Spark platform.

No Time Like Now to Think About Our Communications Future

Beth Schultz | March 27, 2017 |
As enterprise communications continues its rapid evolution, the rise of some technologies will bring about the demise of others.

TADHack-mini Orlando 2017: The Hacks Are In

Michelle Burbick | March 27, 2017 |
Following a rigorous weekend of hacking and coding, winners have been named and they're ready to present their applications at Enterprise Connect.

Digital Transformation, UC&C, & Doing What's Right by Your Company

Beth Schultz | March 23, 2017 |
How a company collaborates, especially with customers, is critically important for digital transformation, as we'll discover from leading thinkers at Enterprise Connect.

Double Down on Customer Experience for a Good NPS

Kevin Gavin | March 22, 2017 |
By implementing modern contact center technologies, a company better positions itself to earn a thumbs up from customers.

Setting the Stage for Enterprise Connect

Eric Krapf | March 21, 2017 |
As the transition from hardware to software reshapes IT as a whole, we'll be exploring the changes it will bring to IP-based communications.


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.