CX_AdobeStock_350286710_102121.jpeg Image: Looker_Studio - stock.adobe.com Contact Center & Customer Experience Do We Still Need Human Customer Agents? Yes. Eric KrapfMay 03, 2024Sometimes you need to reason with a vendor’s representative – and AIs don’t do reasoning.
Why Cius is a Risky Play for Cisco Doug CarolusOctober 02, 2011The product and support model is interesting, but in the long run, Apple’s first mover advantage with iPad may be too much to overcome.
The Industry When No Jitter Launched Eric KrapfSeptember 30, 2011Here are some of the first things we covered in No Jitter, and what was happening in enterprise communications when we first launched the site in...
What Does the Future Hold for PBX in the Cloud? Mykola KonradSeptember 30, 2011I predict that we will eclipse the 20 percent market share, though I doubt it will ever get above 50 percent.
Third Party Maintenance; The Right Choice? Gary AudinSeptember 28, 2011Going with TPM may be considered a risk. It really is not. There are values of third party maintenance that go beyond reducing cost.
Consumerization: All or Nothing? Eric KrapfSeptember 27, 2011Supporting standardized technologies while users adopt consumerized applications adds to cost without adding benefit.
Extreme "Snaps" Wireless onto Its Portfolio Zeus KerravalaSeptember 27, 2011A unique solution to help network managers get the right technology in the best spots.
Whither Voice in the Social World? Blair PleasantSeptember 26, 2011Integrating real-time voice communications with social software should be a must for all social media vendors.
Alcatel-Lucent Enterprise: Business as Usual Sheila McGee-SmithSeptember 26, 2011Uncertainty can wreak havoc, leading to postponement of marketing and a slowdown in the product roadmap. I saw no evidence of either on my visit to...
Meanwhile...What's Verizon Up To? Eric KrapfSeptember 26, 2011Biding their time...counting their money.... And backing AT&T's attempt to buy T-Mobile.
Communications & Collaboration--Are You Gorilla or Human? Matt BrunkSeptember 26, 2011Communications and collaboration is an underserved area of management that enterprise can use now. How complicated can this be?
UC Gotchas Gary AudinSeptember 23, 2011The importance of QoS, user training, and IT organizational issues.
Collaboration Makes Us Human Melanie TurekSeptember 23, 2011The move toward greater collaboration may be simply the natural state of human interactions.
UM Meets M2M September 22, 2011Integrating Unified Messaging with the "Internet of Things" allows people, smart systems and smart devices to subscribe to messages from each other.
When Transitioning to VoIP, Put the Plumbing First Bryan JohnsSeptember 21, 2011Deficiencies in physical infrastructure/cabling, switching fabric, routing environment, and service provider networks can render the best IP-PBX on...
Major Vendors Are Looking for Partners Jim BurtonSeptember 20, 2011All the major UC vendors need a combination of hardware and software partners to help them deliver a complete solution.