Posts By Sheila McGee-Smith

BPOs Not Just for Voice Calls Anymore

Sheila McGee-Smith | June 05, 2018 |
Dimension Data BPO acquisition and strategy signals importance of adding automation, self-service, and digital interaction management.

NICE inContact CXone Going Strong

Sheila McGee-Smith | May 23, 2018 |
Signs of a successful integration continue in year two as a merged company.

Women in Tech: Stronger Than Ever in 2018

Sheila McGee-Smith | May 08, 2018 |
Female and male professionals alike are rising to the challenge of creating a more equal workplace.

Afiniti CEO: Serial Entrepreneur Tackles AI

Sheila McGee-Smith | April 30, 2018 |
Says we're only at the beginning of what could be a 10-year, or longer, transformation in customer service.

Exploring Cisco's Customer Journey Platform

Sheila McGee-Smith | April 23, 2018 |
Cisco has a new awareness of the potential contact center has to grow its entire collaboration business.

ZaiLab: The Story Behind the Space Truck

Sheila McGee-Smith | March 27, 2018 |
A closer look at the South Africa contact center company making its debut in the North American market.

Twilio to Launch 'Flex' Contact Center Solution

Sheila McGee-Smith | March 12, 2018 |
Plans to usher in a customizable, scalable narrative for contact center as a service.

Avaya Creates Unique Mobile CX Solution

Sheila McGee-Smith | March 12, 2018 |
In a category-breaking move, Avaya finds a way to deliver contextual information along with mobile calls destined for the contact center.

Five9: Rites of Passage

Sheila McGee-Smith | March 06, 2018 |
Five9 continues to cement its position as a CCaaS market leader.

Genesys Chooses Altocloud as Next Strategic Acquisition

Sheila McGee-Smith | February 27, 2018 |
Plans to bring Altocloud’s machine learning and predictive analytics capabilities into its PureEngage platform in next several months.

Contact Center & CRM: Set on Convergent Course

Sheila McGee-Smith | February 21, 2018 |
The Salesforce Spring Release tells the story of how these previous distinct disciplines are getting harder to separate.

CoreDial Buys Voice4Net to Up Contact Center Game

Sheila McGee-Smith | February 12, 2018 |
The move is the latest reflecting need to offer integrated UCaaS/CCaaS services.

Avaya Has 'Spoken'

Sheila McGee-Smith | January 31, 2018 |
Acquisition of BPO cloud partner gives Avaya CCaaS platform and accelerated path to integration.

NewVoiceMedia: New CEO, New Strategy

Sheila McGee-Smith | January 16, 2018 |
Dennis Fois takes on leadership with goal of bringing clarity to the role of the contact center in digital transformation.

Carvana Partners with RingCentral to Transform Used Car Market

Sheila McGee-Smith | November 07, 2017 |
Carvana’s story highlights the colliding dynamics of UCaaS and CCaaS.

Serenova Finds WFO Diamond in the Rough

Sheila McGee-Smith | October 23, 2017 |
Acquires TelStrat, fulfills goal of adding workforce optimization to its cloud contact center lineup.

Avaya 2.0: View from Inside

Sheila McGee-Smith | October 18, 2017 |
New CEO shakes things up to drive innovation, as I learned in a conversation with top executive.

Talkdesk Tackles Mobile Context

Sheila McGee-Smith | September 12, 2017 |
Launches a real-time capability for providing contact center agents with mobile in-app context.

Avaya Takes Critical Next Step in Bankruptcy Process

Sheila McGee-Smith | August 07, 2017 |
Company enters into plan support agreement, files amended plan of reorganization, announces leadership transition... starting to see light at the end of the tunnel.

NICE inContact Update: The Story Behind CXone

Sheila McGee-Smith | July 31, 2017 |
NICE introduces unified cloud platform... and maybe a slight strategic shift.
 


June 20, 2018

Your enterprise may have adopted SIP Trunks, but are you up to date on how the latest technology is driving evolution in approaches?

In this webinar, youll learn how the new generation of SI

June 6, 2018

The two largest strategic vendors-Cisco and Microsoft-have been busy making changes to their enterprise communications roadmaps, incorporating collaboration applications as fundamental components.

May 23, 2018

If Cisco is a critical strategic supplier for you, then its vital for you to understand the most recent announcements around Webex Teams, and how to build your migration path for the next generatio

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
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.