Contact Center/Customer Experience

Get Ready for GDPR

Martha Buyer | March 19, 2018 |
The need to meet GDPR obligations is just around the corner.

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.

8x8 to Offer Blended UC, Contact Center

Beth Schultz | March 12, 2018 |
Newly introduced X Series Platform will let businesses mix and match communications, collaboration, and contact center capabilities.

No Jitter Roll: Five for Friday

Michelle Burbick | March 09, 2018 |
A look at what’s new from Cisco, CounterPath, Dialpad, Symphony, and Serenova.

Social Media: Benefit or Problem?

Gary Audin | March 09, 2018 |
While social media use brings many business benefits, it also comes with just as many risks.

RingCentral Ups Collaboration Ante

Beth Schultz | March 07, 2018 |
Bets on team messaging integrations to spur collaboration with contact center and meetings solutions.

Five9: Rites of Passage

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

Innovation Showcase: 6 Picks for Speech Tech

Dave Michels | March 01, 2018 |
Learn how speech technologies are fueling the next generation of communications and collaboration solutions from these innovators.

WebRTC: Is this Finally the Year?

Irwin Lazar | February 27, 2018 |
A variety of factors have inhibited WebRTC's adoption... or have they?

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.

10-Year-Old Twilio Showing Maturity

Michelle Burbick | February 26, 2018 |
New CMO talks strategy as Twilio kicks off its 10th year as a company with new executive leadership, positive earnings results, and more on the horizon.

How to Keep Digital Transformation Moving Forward

Sponsored by Starfish Associates | February 26, 2018 |
Automation is the best way to deal with the avalanche of constant change, as Starfish Associates explores in this sponsored post.

Can You Trust Intelligent Virtual Assistants?

Gary Audin | February 23, 2018 |
From malicious hackers to accidental voice recordings, data processed through virtual assistants may open you to security and privacy risks.

LogMeIn Goes 'Bold' with AI

Michelle Burbick | February 21, 2018 |
Introduces artificial intelligence-fueled customer engagement product portfolio.

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.

Can I Opt Out of Omnichannel?

Dave Michels | February 21, 2018 |
Contextual routing has its merits, but I'd rather contact center agents get my call right from the get-go.

The 'Scary Side' of AI

Brent Kelly | February 20, 2018 |
Some say artificial intelligence is evil; others worry about AI replacing them. Is it scary to you?

Speech Tech for Enterprise... With a Caveat or Two

Michelle Burbick | February 15, 2018 |
Many signs point to speech tech heading into the enterprise, but is it really ready?

Be a Data Security Champion for Your Contact Center

Tim Critchley | February 15, 2018 |
Even if data security isn't part of your job description, here's why you must prioritize minimizing risks.

March 7, 2018

Video collaboration is experiencing significant change and innovation-how can your enterprise take advantage? In this webinar, leading industry analyst Ira Weinstein will present detailed analysis

February 21, 2018

Business agility has become the strongest driver for enterprises to begin migrating their communications to the cloud-and its a benefit that enterprises are already realizing. To gain this benefit

February 7, 2018

Enterprises are starting to grasp the critical importance of security and compliance in their team collaboration deployments. And once the risks are mitigated, your enterprise can integrate these n

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 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.