Contact Center/Customer Experience

What Microsoft Adoption of WebRTC 1.0 APIs Signals

Lantre Barr | February 20, 2017 |
Support is a huge step forward not only for the company but the industry in general.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | February 17, 2017 |
This week's collection includes news from Avaya, BroadSoft, ShoreTel, Fuze, InfoVista, Masergy, IBM, Ricoh, Voss Solutions, Imagicle, Aryaka, and CoreDial.

Where Does Avaya Go From Here?

Irwin Lazar | February 16, 2017 |
Avaya is delivering new products and capabilities like never before, but all under the cloud of its recent Chapter 11 filing.

Avaya Execs Rally Customers, Partners

Beth Schultz | February 14, 2017 |
From the keynote stage at Avaya Engage, company leaders share why Avaya is worth sticking with through its own, the industry's, and customers' transformations.

Best of Enterprise Connect: Six Finalists Announced

Beth Schultz | February 09, 2017 |
Judges vetted more than 50 companies with an eye on factors such as technology advantage, scope, and business impact.

CX Effort Made Easy

Gerrit V Lydecker Jr. | February 09, 2017 |
Emerging interaction integration platforms are enabling companies to automate and personalize interactions to reduce the customer experience effort.

Masergy to Offer CCaaS

Sheila McGee-Smith | February 08, 2017 |
Becomes one of the first providers to offer a cloud contact center service based on BroadSoft's CC-One.

Legally & Practically: What Avaya's Chapter 11 Means to Customers

Martha Buyer | February 08, 2017 |
A bankruptcy attorney helps me sort through the ins and outs of a bankruptcy filing.

Avaya Customers: Calling in Backup

Eric Krapf | February 07, 2017 |
Join UC consultant Steve Leaden and attorney Andrew Brown for an interactive Q&A and up-to-the-minute status report breakout session at Enterprise Connect.

No Jitter On Air: 3 Experts on 3 Cloud Services

Beth Schultz | February 02, 2017 |
In a trio of inaugural podcasts, No Jitter brings you leading analyst voices on cloud contact center, video, and UC services.

Avaya Users: Time to Build Your Contingency Plans

Stephen Leaden | January 31, 2017 |
With Avaya in Chapter 11, enterprise customers need to do their due diligence and, while hoping the company remains intact, plan for the worst.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | January 27, 2017 |
Today's collection of what's hot and happening includes news from Cisco, Slack, CloudPassage, CafeX, Vonage, 8x8, Plantronics, and Digium.

'Cloud or Nothing' for Global Hotelier Contact Centers

Beth Schultz | January 25, 2017 |
Carlson Rezidor Hotel Group exemplifies the move away from aging premises infrastructure as it aims to boost flexibility and improve customer experience.

Assuring Top Performance for the 'Moment of Truth'

Darc Rasmussen | January 25, 2017 |
Here's how to make sure your UC systems don't fail during those all-important real-time customer interactions.

Avaya Bankruptcy: Good or Bad for Customers?

Phil Edholm | January 23, 2017 |
Avaya should be better positioned to minimize impact to its existing base than Nortel had been years ago, but quick agreement with creditors is crucial.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | January 20, 2017 |
Today's collection of what's hot and happening includes news from Slack, Atlassian, Masergy, Windstream, VeloCloud, Citrix, Toshiba, Sonus, Comcast Business, and Genesys.

Avaya's Six Billion Dollar Plan

Zeus Kerravala | January 20, 2017 |
Crippled Avaya needs to become better, stronger, faster -- just like TV's iconic bionic man.

Avaya Keeps Crown Jewel, Contact Center

Sheila McGee-Smith | January 20, 2017 |
With a Chapter 11 bankruptcy filing comes the end of company's gambit to sell off its contact center business for much needed cash.

Avaya Ends Speculation, Files for Bankruptcy Protection

Beth Schultz | January 19, 2017 |
Looks to Chapter 11 restructuring as the way to position all businesses for future success, CEO says.

4 Key Trends Set to Unify Enterprise Communications

Vik Verma | January 19, 2017 |
Cloud capabilities, combined with an open platform that connects the enterprise and drives deeper intelligence, will make for an exciting 2017.


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.