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Illustration of a service-lever meter

Image: Olivier Le Moal - stock.adobe.com

Customer Experience

Beyond the CCaaS Basics: Service Makes All the Difference

January 27, 2020

Enterprises expecting to differentiate on the customer experience need an intelligent cloud contact center provider that puts a premium on the services wrap-around.

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Oracle Nabs GM, SVP for Service Clouds Unit

January 15, 2020

With the appointment of Chris McGugan, Oracle might be preparing for a CCaaS sea change.

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Organization & Management

3 Pillars of Effective Communications Technology Management

January 15, 2020

Understanding and monitoring contracts, billing, and IT inventories are critical components of an effective communications management strategy.

Genesys Debuts New Cloud Branding

Sheila McGee-Smith

January 14, 2020

Drops “Pure” nomenclature as it expands push on cloud and announces usage-based pricing.

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Systems Management & Network Design

Getting to 5G: Understanding Network Slicing’s Role

January 14, 2020

The first in a two-part series on network slicing and data acceleration and its importance in making 5G a reality

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User Adoption Best Practices: What You Need to Know

January 14, 2020

New technology might be great, but without proper user adoption training and resources, enterprises aren't getting the full value out of their...

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Picture of the Best of Enterprise Connect 2019 award presentation

Enterprise Connect

Best of Enterprise Connect: What’s on Tap for 2020

January 13, 2020

Looking for the latest and greatest advancements in AI, customer experience, employee engagement, and meeting rooms

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APIs & Embedded Communications

TADHack-mini Orlando Chats It Up With Intelligent Agents

Alan Quayle and Dan Miller

January 13, 2020

See what's possible in programmable communications at TADHack-mini Orlando

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Picture with three squares: teach, inspire, motivate

Vendor Strategy

Nextiva Aims to Inspire, Educate

January 10, 2020

Annual event serves dual purpose of helping attendees to get more out of life and sharing news of platform overhaul.

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Monitoring, Management and Security

Assessing the Threat of Shadow IT

January 10, 2020

Shadow IT not only potentially wastes money but can also expose enterprises to risks and drag vital business functions down.

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Vendor Strategy

No Jitter Roll: Integration, Acquisition Kick Off 2020

January 10, 2020

A look at the latest news coming from Nice inContact, Zendesk, CenturyLink, flexiWAN, startup Avoma, and Enghouse.

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Cloud Communications

A Decade of Cloud Growth, by the Numbers

January 09, 2020

Spending for cloud and hosted collaboration solutions has been steadily increasing over the last decade, as more enterprises move to an OpEx model.

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Image illustrating decision support

Guiding the Conversation Around a New Call Center

January 09, 2020

Before technology decisions must come a full understanding of business and functional requirements.

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The “Zero” Strategy for IT Security

Sorell Slaymaker

January 09, 2020

Zero Security Strategy leverages zero trust, automated provisioning, micro-segmentation, and other zero capabilities to secure enterprises from...

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Technology Trends

Fact-checking 2020's Biggest UC Predictions

January 08, 2020

The UCC industry is abuzz with the latest 2020 predictions. But are they really the future of enterprise communications and collaboration or just...

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Picture of customer service touchpoints: phone, chatbot, email

Contact Center & Customer Experience

Google CCAI: Taking Contact Centers to the Next Level

Antony Passemard, Google Cloud

January 08, 2020

How an insurance aggregator and a retailer use newly available Virtual Agent feature to optimize their services

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