Contact Center & Customer Experience

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UCaaS

No Jitter Roll: UCaaS Edge Monitoring, Microsoft Teams Link Safety

Dana Casielles

July 30, 2021

The latest news from Netscout, Ooma, Microsoft, BlueJeans by Verizon, Google, and Twilio

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Contact Center & Customer Experience

Saying Goodbye to Longtime Industry Guru Ken Landoline

Mila D'Antonio

July 30, 2021

On Friday, the industry analyst veteran will retire from Omdia. Here’s a look back at his career, his most memorable moments, his predictions for how...

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Unified Communications & Collaboration

Unpacking Zoom’s Plan to Acquire Five9

Ryan Daily

July 29, 2021

Omdia analysts delve into what bringing UCaaS and CCaas together might mean for the larger industry.

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Contact Center & Customer Experience

8x8 Updates XCaaS Platform with Eye on Hybrid Workforce

Dana Casielles

July 28, 2021

Updates span video meeting, voice integration, and mobility

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UCaaS

3 Ways to Integrate Contact Center Functionality into Microsoft Teams

Brent Kelly

July 28, 2021

Microsoft doesn’t have its own contact center, but that doesn’t mean you can’t integrate one into its UCaaS platform.

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AI & Automation

Uniphore Acquires Jacada for Contact Center Automation

Zeus Kerravala

July 27, 2021

Gains a low code/no code platform that’ll play nicely with its goal to democratize its conversational AI software for non-developer use.

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Unified Communications & Collaboration

There's Collaboration, and then There's Collaboration

Tom Nolle

July 26, 2021

We seem to have lost the focus on unifying communications, instead turning to a single model of team collaboration, supported by multi-party video.

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UCaaS

No Jitter Roll: Zoom, Microsoft Team Service Updates, TalkDesk CX Framework

Dana Casielles

July 23, 2021

The latest news from Zoom, Microsoft, Talkdesk, Masergy, GTT, and FirstNet.

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CCaaS

Frost & Sullivan Names Top Enterprise Cloud Contact Center Providers

Tricia Reynolds, Genesys

July 22, 2021

If you’re considering transitioning your enterprise contact center to the cloud or a hybrid model, this report is a good place to start.

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Contact Center & Customer Experience

A Guide to Understanding the Omnichannel CX

Jeff Gallino, CallMiner

July 21, 2021

Three best practices for organizations looking to create omnichannel customer experiences that meet the high expectations of today's digital consumers