Contact Center/Customer Experience

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.

UC Forecast: 7 Trends that Will Drive the Market in 2017

Darc Rasmussen | January 04, 2017 |
With so many changes afoot, this year is sure to be an exciting one in unified communications.

Top Contact Center Stories of 2016

Sheila McGee-Smith | January 03, 2017 |
Digital transformation meets customer experience

2017 Will Be Year of the Cloud-Based Communications Provider

Bayan Towfiq | January 03, 2017 |
Traditional telecom carriers simply can't deliver the instantaneous, seamless communication expected by consumers today.

Top 10 UC Events of 2016

Zeus Kerravala | December 29, 2016 |
We saw it all this year, from cool product developments to surprise corporate moves.

Avaya Engage Dubai Delights with Innovation

Blair Pleasant | December 21, 2016 |
We’re starting to see a new Avaya as it evolves from technology-centric to a user experience focus.

Build or Buy: The Great Contact Center Debate

Michelle Burbick | December 20, 2016 |
New options on the market are giving legacy out-of-the-box contact center solution dealers a run for their money.

Millennials Drive New Order of Customer Experience

Michael L. Szilagyi | December 20, 2016 |
Four technologies will help businesses succeed with this demographic.

Royal Bank of Canada Deploys Video Banking 2.0

Sheila McGee-Smith | December 15, 2016 |
Video banking moves from room-based systems at local branches to customer computers, tablets, and mobile devices.

Salesforce LiveMessage: From Notifications to Conversations

Sheila McGee-Smith | December 13, 2016 |
Conversational text messaging allows for a truly interactive exchange between customer and agent.

AI Systems: The Brains Behind the Bots

Robert Lee Harris | December 08, 2016 |
Artificial intelligence and machine learning technology hold a lot of disruptive potential for the enterprise.

The New Genesys: Juggling AWS and Azure

Sheila McGee-Smith | December 07, 2016 |
Aims to keep problems at bay by separating product management activities into discrete organizational units.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | December 02, 2016 |
Today's collection of what's hot and happening includes news tidbits from Tata, ShoreTel, Cisco, Atlassian, Dialpad, Voss, and Toshiba.

Don't Expect Chat Bots to Get Anywhere Anytime Soon

Tsahi Levent -Levi | December 01, 2016 |
Despite the blind rush, we still have lots more research to do before we start developing really useful chat bots.

Salesforce Communicating Contact Center Message

Chris Vitek | November 30, 2016 |
A continuing look at how Salesforce intends to support communications as a feature within its Service Cloud

Avaya Ready to Sell Off Contact Center Business?

Beth Schultz | November 25, 2016 |
Latest reports out of the financial press suggest Avaya is close to offloading its contact center business and potentially heading into bankruptcy.

The Rise of Cloud Comms: Insight from No Jitter Research

Beth Schultz | November 23, 2016 |
Our second-annual Cloud Communications Survey charts growing interest in a variety of service types.


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 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.