Technology Trends

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Preparing for the Coming Platform Battles

May 07, 2021

The adoption of a hybrid office/remote strategy could push many enterprises toward seeking out a standard collaboration platform.

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Consultant Perspectives

The Not-So-Bright Side of Sunsetting Copper Services

Molly Zraik

May 05, 2021

Transitioning from copper to fiber networks can be difficult for enterprise network managers.

Consultant Perspectives

No Jitter Tube: Weekly News Recap from Real-Time Recorded

Dave Michels & Zeus Kerravala

May 03, 2021

Leading UC industry analysts Dave Michels and Zeus Kerravala look at the news of the week from Talkdesk, Zoom, and Jabra.

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Future of Work

The Rise or Fall of the Virtual Desktop

Tom Nolle

April 26, 2021

With their cloud PC and anywhere workspace ideas, Microsoft and VMware are pushing us toward monumental change.

Analyst Insight

No Jitter Tube: Weekly News Recap from Real-Time Recorded

Dave Michels & Zeus Kerravala

April 23, 2021

Leading UC industry analysts Dave Michels and Zeus Kerravala look at the news of the week from RingCentral, Zoom, and Apple.

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Contact Center & Customer Experience

Tell Us: What’s in Your WFO Strategy?

Megan Selva

April 23, 2021

Share insights into your workforce optimization strategy and its impact on agent experience and customer experience in this survey from our sister...

Unified Communications & Collaboration

No Jitter Tube: Weekly News Recap from Real-Time Recorded

Dave Michels & Zeus Kerravala

April 16, 2021

Leading UC industry analysts Dave Michels and Zeus Kerravala tackle the industry news that made an impact this week.

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Contact Center & Customer Experience

Put Self-Service at the Top of Your CX Priority List

Robin Gareiss

April 15, 2021

The goal is to serve as many customers as possible without human intervention.

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Contact Center & Customer Experience

Talkdesk AI Trainer: Another Brick in the Wall

Zeus Kerravala

April 12, 2021

A new human in the loop tool enhances contact center capabilities by allowing agents to create high-quality training data using their domain...

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APIs & Embedded Communications

Sendbird Flies into Unicorn Club on Messaging API Wings

Dana Casielles

April 08, 2021

As mobile in-app communications become essential, this API messaging platform is taking flight.

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Customer Experience

Taking the Next Step in CX: Agent Assist, Channel Guidance

Nicolas De Kouchkovsky

April 06, 2021

Organizational change must accompany adoption of digital customer care, self-service, and automation for customer service success — second in a two-...

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APIs & Embedded Communications

Tapping the Business Potential of Telecom APIs

Darach Beirne

April 06, 2021

Competitive differentiation, improved customer retention, and continued ROI are three benefits.

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Enterprise Networking

Average Network Statistics Can Hide Big IT Problems

Terry Slattery

April 05, 2021

Understanding how your system collects and presents data can help you better understand the health of your network.

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Unified Communications & Collaboration

Open Collaboration: Innovating on a Bright Future for All

Brian Cockrell, Intel

April 05, 2021

Universal security, directory, and baseline capabilities, plus limitless customization, will help bring everyone together and eliminate today’s...

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Unified Communications & Collaboration

Help Build a Better No Jitter! Take Our Survey

Beth Schultz

April 01, 2021

Participate in our semi-annual survey on enterprise buying decisions and help shape future coverage; first 100 respondents will receive $10 Amazon...

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Technology Trends