Contact Center/Customer Experience

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.

Salesforce CTO Shares Look Ahead

Sheila McGee-Smith | January 17, 2017 |
Co-founder Parker Harris candidly discusses integration challenges, global expansion, the services portfolio, and the AWS relationship.

UCC Status Report: Expectations Versus Reality

Blair Pleasant | January 17, 2017 |
Keeping myself honest on the hopes and predictions I laid out a year ago

How Context Sits at Intersection of CRM, ACD

Chris Vitek | January 10, 2017 |
As real-time engagement solutions evolve, they tend to look a lot like CRM -- and vice versa.

Top 5 Picks in a Year of Communications Richness

Andrew Prokop | January 09, 2017 |
Whether the rise of comms APIs or the slow demise of Avaya, 2016 didn't disappointment with technologies to watch and developments to track.

'Alexa, When Will Voice Interfaces Be Enterprise-Ready?'

Beth Schultz | January 05, 2017 |
While 2017 promises to be the year of the voice interface in the consumer market, enterprise usefulness lags.

UCaaS Outlook for 2017: Consolidation to Continue

Derek Yoo | January 05, 2017 |
Improved user experience, simplified management, and lower TCO will continue spurring integration around a single cloud platform.


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

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.