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Workplace from Facebook's Q&A from the employee view

Source: Facebook

Vendor News

Facebook Targets Improved Employee Experience

Ryan Daily

May 06, 2021

Facebook makes enhancements to its platform, celebrates a Workplace milestone.

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Vendor News

RingCentral Adds AI Features to Video, Enhances Messaging

Ryan Daily

April 21, 2021

RingCentral adds overlays and backgrounds to its videoconferencing tool, while providing more data and admin controls for its team messaging app.

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Customer Experience

Salesforce Reimagines Service Cloud for Voice, WEM

Sheila McGee-Smith

April 21, 2021

Updates are part of plan to transform customer service from anywhere.

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User Adoption & Training

No Formal ‘Go Live?’ Defining a Project’s End Can Be Tough

Melissa Swartz

April 21, 2021

Sharing lessons learned from a Microsoft Teams telephony migration that took place while no one was in the office.

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UCaaS

Avaya Cloud Office Gains Features

Dana Casielles

April 20, 2021

Step upgrades aim to ease transition from on-prem systems to the cloud, reduce complexity.

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Contact Center & Customer Experience

Creating a Cohesive Enterprise CX: Barriers and Solutions

Blair Pleasant

April 20, 2021

To integrate various channels, workflows, and applications, enterprise-wide CX necessitates the use of converged UC and contact center tools.

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CCaaS

NICE Acquires MindTouch for Smarter Digital Self-Service

Sheila McGee-Smith

April 20, 2021

MindTouch to become part of recently formed Digital Solutions Group.

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CCaaS

Which Way to CCaaS?

Dave Michels

April 19, 2021

With the contact center rapidly emerging as an innovation center, it’s important to understand the different ways to go about purchasing CCaaS.

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Monitoring, Management and Security

Managing Telecom Expenses: Don't Forget the Fees

Darin Ward

April 19, 2021

Though the Universal Service Fund and other telecom fees are often unavoidable, a periodic review of them can surface billing errors.

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

No Jitter Roll: Automated IVR Testing, Chat Workflow

Dana Casielles

April 16, 2021

The latest news from Cyara, Clickatell, Verizon, AT&T, T-Mobile, Ooma, and Pure IP.

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Organization & Management

IT Must Step Up in Workplace Strategy

Eric Krapf

April 16, 2021

New Enterprise Connect programming planned for September hybrid event will provide guidance.

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Cloud Communications

What to Know About Making Teams Your Telephony System

Ryan Daily

April 15, 2021

Understanding PBX feature, device, and PSTN requirements will set you on a path to success for your Teams telephony migration.

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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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Future of Work

Workspace Wednesday: The Big Hurry Up and Wait

Ryan Daily

April 14, 2021

Whether you are committed to in-office, hybrid, or remote working, taking a moment to pause and reassess the situation can be beneficial in the long...

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Screen capture showing video chat between agent and customer in Vonage Contact Center

Contact Center & Customer Experience

Vonage Adds Visual Engagement to Contact Center Platform

Sheila McGee-Smith

April 14, 2021

Besides video chat, latest release includes AI updates and new native webchat feature.

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