IT Strategies

Game On -- The Gamification of the Contact Center

Andrew Prokop | April 11, 2017 |
In short, focus + competition + sharing = higher productivity and less employee turnover.

Twitter Chat: Top Takeaways from Enterprise Connect 2017

Michelle Burbick | April 10, 2017 |
Join our live Enterprise Connect Twitter chat on Wednesday, April 12, from 4 to 5 p.m. ET, using the #ECchat hashtag.

Cloud UCC Cost-Savings Fallacy: What You Need to Know

Robin Gareiss | April 10, 2017 |
Nemertes's latest UCC TCO study reveal agility and the ability to refocus IT on strategic initiatives beat cost savings as cloud drivers.

Enterprise IT on Team Collaboration: 'More Security, Please!'

Beth Schultz | April 06, 2017 |
How to bring team collaboration into the enterprise was among a variety of topics broached during the Enterprise Summit at Enterprise Connect 2017.

What This Week's Internet Privacy Action Really Means

Martha Buyer | April 06, 2017 |
Revenue potential defeats consumer privacy.

Got Voice Over Wireless Problems?

Terry Slattery | April 06, 2017 |
With a basic understanding of how wireless networking works and a few tools, it's possible to diagnose simple problems and improve overall system performance.

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.

Don't Forget People Piece of New Technology Deployments

Melissa Swartz | April 05, 2017 |
Taking time to create and implement a good end-user training program is an essential step not to be overlooked.

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.

What 5G Could Mean for Businesses (and When)

Tom Nolle | April 04, 2017 |
If you're looking to provide a 5G advantage to your business, you must be patient -- and somewhat skeptical.

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.

Pay Attention to Your Comms Cable Install

Matt Brunk | March 31, 2017 |
With new power loads of today's communications wiring, the risks of using illegitimate products and shirking installation best practices are increasing.

Understanding the Barriers to the Cloud 2020 Vision

Zeus Kerravala | March 28, 2017 |
Don't look for a hockey stick-shaped adoption curve just quite yet.

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.

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.

Microsoft, Partners Extend Skype for Business

Beth Schultz | March 27, 2017 |
Skype for Business Online gets new voice calling, call analytics, and authentication capabilities, and more.


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.