Contact Center/Customer Experience

No Jitter Roll: Five for Friday

Michelle Burbick | July 20, 2018 |
A look at what’s new from Cisco, Slack, 8x8, Polycom and Dialpad.

4 Reasons to Dump NPS

Dave Michels | July 19, 2018 |
A simple question simply cannot generate deep data.

Remembering Brian Riggs

Eric Krapf | July 16, 2018 |
Brian knew his subject matter as well as anyone out there, a real craftsman -- not to mention just an all- around nice guy.

No Jitter Roll: Five for Friday

Michelle Burbick | July 13, 2018 |
A look at what’s new from Microsoft, Slack, Zoom, Talkdesk, Logitech, and Mersive.

Rowan Trollope on His Leap from Cisco to Five9

Michelle Burbick | July 12, 2018 |
Five9’s new CEO dishes on why he moved out of collaboration and into the contact center, and how AI will change everything.

Salesforce Releases Next-Gen Service Cloud Einstein

Michelle Burbick | July 11, 2018 |
Continues to blur the line between CRM and contact center with an AI-fueled release.

Contact Center 2.0: More Than Just Going to the Cloud

Jon Arnold | July 10, 2018 |
In building a next-generation contact center, enterprises must tie their buying decisions into bigger corporate goals.

Know Your Compliance Risks: From GDPR to ePrivacy

Gary Audin | July 06, 2018 |
A look at the background behind new and looming privacy regulations and what organizations need to know about complying.

Calabrio: Shifting from Premises to Cloud

Sheila McGee-Smith | June 29, 2018 |
Flagship product, Calabrio One, is '100%, every line and every feature, multi-tenanted,' CEO says.

Tremendous Changes Continue at Avaya

Dave Michels | June 28, 2018 |
CEO Jim Chirico says the new Avaya is 'all about execution,' and is assembling 'wartime generals' to get the job done.

Frost & Sullivan: Professional Headset Outlook

Alaa Saayed | June 27, 2018 |
Professional headsets are evolving faster than any other type of business communications endpoint, and we’re entering a new era of wearable technology.

Calling all No Jitter Readers

Beth Schultz | June 26, 2018 |
Help us understand your purchasing decisions by taking our semi-annual audience survey -- and earn a chance to win a pair of Jaybird headphones.

How AI-Powered Speech Analytics Benefits Financial Firms

Sponsored by VoiceBase | June 25, 2018 |
In this sponsored post, VoiceBase explores how cloud-based contact center speech analytics can help mitigate risk while improving CSAT.

No Jitter Roll: Five for Friday

Michelle Burbick | June 22, 2018 |
A look at what’s new from Cisco, Vonage, Serenova, Avaya, ThousandEyes, and Martello

Avaya CEO Has 'Changed The Locks'

Zeus Kerravala | June 22, 2018 |
From product development to cultural mindset, Jim Chirico has a new tune for Avaya.

Getting Collaboration On at Cisco Live

Michelle Burbick | June 19, 2018 |
A look at four collaboration-focused companies discovered at Cisco Live

The Next Act: Stage Set for Business Communications

Blair Pleasant | June 19, 2018 |
Given today's tools and trends, the time has come to close the curtain on the term 'unified communications' as an industry description.

Amazon's Mayday Comes to an End

Dave Michels | June 13, 2018 |
Video-enabled customer service is as rare today as it was back in 2013.

Atlanta Braves Go All-In with Cisco

Michelle Burbick | June 13, 2018 |
Sports franchise partners with Cisco on digital transformation.

Digging In to the Contact Center Obsession

Dennis H. Goodhart | June 06, 2018 |
Contact centers are in your enterprise future and will be for a long time to come.



August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integr

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.

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.