Evaluate

Evaluate

Weigh the pros and cons of technologies, products and projects you are considering.

• Be aware of new OneDrive and SharePoint security features

  SharePoint and OneDrive shops can implement recent security features to improve the content sharing process. Discover what's new from Microsoft and how these features can help. Continue Reading

• How is CPaaS influencing UCaaS vendor portfolios?

  The customizability of CPaaS is changing how UCaaS vendors approach their platforms. Vendors are adopting more APIs to integrate CPaaS capabilities within their UCaaS platforms. Continue Reading

• What was the purpose of Salesforce's MuleSoft acquisition?

  Salesforce completed the acquisition of MuleSoft in May 2018, gaining large customers, such as Coca-Cola and Anheuser-Busch, and adding beneficial technology to its platform. Continue Reading

• How do Salesforce Success Cloud and Trailhead differ?

  Success Cloud and Trailhead work hand in hand, enabling Salesforce users to make the most out of the platform and overcome obstacles along the journey. Continue Reading

• Enterprise VoIP platforms provide UC functionality in a single system

  The shift toward mobile workforces has dramatically changed how VoIP is deployed. Learn about three popular VoIP deployment models and use case scenarios and how VoIP is only a single component in a much larger unified communications strategy. Continue Reading

• The differences between CRM vs. CX strategy

  CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two.Continue Reading

• Build your business case for thin client hardware

  Take an in-depth look at thin clients, including the benefits, drawbacks and use cases, to determine if these endpoints can cut costs and protect data.Continue Reading

• 5 UC and collaboration trends to watch in 2019

  As we close the door on 2018, look to the future of communication and collaboration trends that will influence the UC market landscape in 2019.Continue Reading

• 8x8 X Series platform wins Network Innovation Award

  The 8x8 X Series combines unified communications and contact center technologies into a single cloud-based platform.Continue Reading

• Assess priorities before purchasing a marketing automation platform

  The promise of marketing automation is exciting, but the proliferation of tools can be intimidating. Learn how to dispel the confusion when buying a marketing automation product.Continue Reading

• Expert insights reflect top five trends in unified communications

  UC buyers need all the advice they can get in a rapidly changing market. Our top expert tips of 2018 helped organizations make sense of the trends driving the UC market.Continue Reading

• Guide to AI in customer service using chatbots and NLP

  Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use.Continue Reading

• 5 UC trends that drove headlines in 2018

  From Cisco merging Spark and Webex to Microsoft's Teams migration, take a look back at the top UC news stories of 2018 and the UC trends that drove them.Continue Reading

• 2 key use cases of blockchain in communications

  Blockchain in communications can provide additional layers of UC security by reinforcing voice identity and privacy, while also protecting companywide collaboration.Continue Reading

• Customer data to play important role in CX software in 2019

  Analysts see customer data continuing to be the main objective for CX companies, and that integration between platforms and third-party applications will grow in importance.Continue Reading

• Windows 10 desktop management holiday wish list

  IT pros managing Windows 10 desktops in 2018 might run into problems with OS updates or patches. As a result, they have some holiday wishes for changes to Windows 10.Continue Reading

• Acquia transforms from WCM to digital experience platform

  Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market.Continue Reading

• Boost end-user productivity in 2019 with these insights

  There are many approaches to end-user management that can improve productivity. Read three experts' opinions on these trends for 2019.Continue Reading

• 2019 trends in content management: Personalization, AI

  AI, personalization, open services platforms and vendor wars, content management software industry observers say, will be the top trends in 2019.Continue Reading

• Team communication apps see surge in enterprise adoption

  The adoption of team communication apps is on the rise, as enterprises focus on improving workflow and efficiency through contextualized communication.Continue Reading

• Mobile application developer skills to know for an interview

  One of the best ways to succeed in your mobile app dev career is to master the art of the interview. Review need-to-know technical skills and how to communicate them effectively.Continue Reading

• Salesforce Service Cloud Einstein AI's Next Best Action, Bots

  Salesforce closes the distance between its cloud Einstein AI and IBM's Watson with flashy new features, as Service Cloud bows a no-code bot builder and a next best action tool.Continue Reading

• Salesforce acquisitions a big part of CRM vendor's busy 2018

  Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration.Continue Reading

• Keys to mastering the 5 main SaaS ERP subscription models

  Realizing the SaaS promise of cheaper, more flexible and scalable ERP is only possible if you know how to keep usage-based, per-user and other common pricing schemes straight.Continue Reading

• Discover the best cloud ERP software for your company

  Explore the leading cloud ERP software and vendors currently on the market to make this complex decision-making process just a little bit easier.Continue Reading

• Which is the best ECM application for your business?

  Examine the top commercial and open source ECM software to help you determine which product is best for your organization.Continue Reading

• Einstein Bot, Einstein Voice create new Salesforce channels

  Born to compete with IBM's Watson, the Einstein cloud AI is in its third year of life and is exhibiting all the traits of a typical 3-year-old.Continue Reading

• SharePoint features elevate Microsoft DMS in market

  With new SharePoint features, Microsoft sets its sights on the document management space, which it has historically left to other vendors.Continue Reading

• Cloud ERP system selection: How to evaluate your company needs

  This article can help you evaluate your business needs and make sure you're getting the right cloud ERP system for your organization.Continue Reading

• Cloud collaboration benefits the future of work

  The future of work relies on cloud collaboration abilities to keep employees and content connected, both inside and outside brick-and-mortar buildings.Continue Reading

• How to prepare for and manage VoIP call quality issues

  Do you know how to maintain call quality when deploying VoIP? Get the answers to your VoIP quality concerns, from predeployment assessments to troubleshooting tools.Continue Reading

• Guidelines for navigating the sales software market

  Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI.Continue Reading

• 5 benefits of PowerApps forms for SharePoint

  Microsoft PowerApps has been around since 2015, but it is just now beginning to beat out its predecessor, InfoPath -- originally a straight PDF competitor -- in functionality.Continue Reading

• New employee engagement tools replacing annual surveys

  Say goodbye to annual employee surveys. New approaches and better technology are coming to places like Mission Health System and upending the employee engagement tools market.Continue Reading

• CRM for nonprofits rewires charitable giving

  Salesforce.org Nonprofit Cloud and marketing automation tools help charitable organizations gain and retain valuable donors, giving them a more positive experience.Continue Reading

• 5 tips for picking a call center customer experience platform

  Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform.Continue Reading

• Customer service AI tools can improve contact center

  By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow.Continue Reading

• New UC vendor trends shaping enterprise communications market

  With more enterprises looking for a single vendor to meet all of their communications needs, vendors are adding to their portfolios to create more complete communications offerings.Continue Reading

• Measuring worker performance data requires skillful managers

  Emerging HR analytics tools make it easier for managers to collect data on employee experiences and better quantify workforce performance, but the data can lie when misinterpreted.Continue Reading

• IT reaps the benefits of HCI for virtual desktops and apps

  Hyper-converged infrastructure can deliver benefits to IT on the back end, but many of those benefits can also directly affect virtual application delivery and performance.Continue Reading

• Recapping end-user computing strategy evolutions of 2018

  It's time to take a look back and consider how end-user computing has evolved over the past year. AI made an obvious mark, but what about hosted desktops and new management approaches?Continue Reading

• Advantages of hyper-converged infrastructure for virtual desktops

  Advantages of hyper-converged infrastructure compared with a traditional data center setup include improved scalability and availability, simpler management and better integration. And when it comes to virtual desktops and applications, those ...Continue Reading

• Cloud bound: Does your business need a cloud ERP system?

  There are several factors -- including business size and cost -- that organizations should carefully consider when determining whether a cloud ERP system is the right choice.Continue Reading

• Customer support automation for B2B requires human touch

  Robert Johnson of TeamSupport and Sandy Crowley of ICANotes offer tips on how B2B companies can use automation to supplement human customer support services.Continue Reading

• Oracle Soar cloud migration not for slackers

  In a Q&A, Oracle senior vice president Beth Boettcher details what's involved in meeting Soar's tight schedule. Get ready to leave those ERP customizations behind.Continue Reading

• Where's the beef? Wendy's chooses an open source WCMS

  Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system.Continue Reading

• Why sending personalized marketing emails is an effective strategy

  For some companies, personalizing email newsletter content still proves to be a highly effective marketing strategy for engaging customers and driving sales.Continue Reading

• 4 UCaaS market trends driving vendor offerings

  The features users are looking for in UCaaS platforms are ever-evolving. Vendors are focusing on adding and improving features based on market demand and trying to keep up with alternative UC ...Continue Reading

• What role does SBC security play in VoIP protection?

  Knowing which SBC security features are essential is important to stave off potential attacks. Our expert gives insight into what features are necessary for robust protection.Continue Reading

• Choosing cloud ERP vendors: Know what you need before going in

  Before deciding which cloud ERP vendors and cloud ERP software to evaluate, it's important for a business to determine its unique business needs and situation.Continue Reading

• Understand the dangers of cloud-based VDI management

  Managing VDI with a cloud-based tool can become very complicated if IT hosts different aspects of its deployment through multiple cloud vendors.Continue Reading

• Five ways ECM software can benefit your organization

  Think your business needs content management tools? Here are five use cases illustrating how ECM software addresses common compliance and management challenges that companies face.Continue Reading

• Marketing automation tools make personalization possible

  Marketing automation software can be a game-changer for sales and marketing departments, as it helps simplify campaign management and gauge the performance of marketing efforts.Continue Reading

• SharePoint Online web parts modernize corporate intranet

  Microsoft unveils new features that will allow users to access Office 365, social media, news feeds and PowerApps all within one SharePoint intranet site.Continue Reading

• 5 new features for SharePoint modern pages

  SharePoint modern sites, a set of upgrades for SharePoint Online, give administrators the ability to customize sites without third-party applications.Continue Reading

• How does embedded video fit into unified communications strategies?

  Video communications have gained popularity in UC. Our expert explains how embedded video can enhance the communications experience beyond customer-facing applications.Continue Reading

• Maximize collaboration with the right huddle room design

  Huddle room design is an essential part of creating a good collaborative environment. Learn what equipment options are available for your collaboration spaces.Continue Reading

• Using Shuttle to track sales leads and close deals

  Using Shuttle to track sales leads, sales reps at CBC Settlement Funding can focus less on coordinating follow-up emails and nurturing campaigns and more on closing deals.Continue Reading

• HubSpot CMS targets WordPress users with stand-alone product

  With the growing importance of customer experience personalization, HubSpot is offering its CMS as a stand-alone product to help customers' web businesses.Continue Reading

• Salesforce salary survey details pay among professionals

  A new survey of Salesforce professionals, published by Mason Frank International, analyzes Salesforce salary data, employment trends and diversity.Continue Reading

• 3 reasons Google Assistant Duplex raises security, privacy concerns

  Google Assistant Duplex introduces a new level in machine-driven conversation technology, but not without raising security and privacy concerns.Continue Reading

• 4 signs Salesforce skills demand outpaces talent pool

  Survey points to four reasons the demand and salaries for Salesforce admins, developers and other professionals is high, but talent pool can't meet it.Continue Reading

• Will Salesforce decaNLP model live up to the hype?

  Salesforce's decaNLP model made a big splash at Dreamforce. But can it deliver on its promises? Here's what to expect from the natural language processing initiative.Continue Reading

• The time for the omnichannel contact center is now

  Editor's note: In this opinion piece, industry analyst Zeus Kerravala shares his thoughts on the omnichannel contact center and Talkdesk's latest approach. After years of discussion but low ...Continue Reading

• Microsoft fixes flaws in Skype Meetings App

  Microsoft announced upgrades to the Skype Meetings App to ease installation and setup. The vendor plans to eliminate the Mac version of the product in favor of the desktop app.Continue Reading

• Migrating from PBX to VoIP: A hybrid VoIP approach

  A hybrid VoIP system can be the bridge from PBX to VoIP telephony strategies. Our expert helps to highlight the advantages of a hybrid approach.Continue Reading

• How do machine learning and AI fit into UC monitoring and analytics?

  With the use of machine learning and AI in the very early stages in the UC market, our expert looks at their value in UC monitoring and analytics.Continue Reading

• How to plan and manage huddle room design to increase productivity

  Get the answers to your questions on deploying video conferencing in huddle rooms -- from why the option is so attractive to what you'll need for a successful deployment.Continue Reading

• Q&A with IBM Watson's call center AI tech lead

  We sit down with IBM's contact center AI lead to talk about chatbots and their evolving role as human customers and support agents learn to coexist with them.Continue Reading

• Reporting harassment at work eased by new enterprise chatbot

  New tool Spot uses natural language processing -- an AI technology -- to help people file harassment and discrimination complaints, as well as the ability to do it anonymously.Continue Reading

• Content management tools address digital content challenges

  With the digital content explosion and increasing mandates come the need to manage all those files. ECM tools do just that and more, ever evolving to meet changing business needs.Continue Reading

• Employee video training platform enables 24/7 coaching

  BetterUp, a startup that is getting investment from Workday, offers a video-based training platform. It has added on-demand coaching, so users can quickly get help.Continue Reading

• What HR leaders must know about blockchain for recruitment

  Could blockchain -- with its ability to validate facts and transactions -- promote efficiencies in recruitment and other areas of concern for CHROs and their recruiting teams? Here's a look.Continue Reading

• Are application layers always a good idea?

  App layering, which separates apps from the underlying OS, helps IT in several ways, including allowing it to deliver apps to specific groups, but it's not always a great fit.Continue Reading

• Comparing SAP ERP ROI to Oracle, Microsoft and Infor

  Considering Oracle, Microsoft, Infor or SAP ERP software? We examine these ERP vendors on how well each delivers ERP ROI with their unique implementation methods and strategies.Continue Reading

• Buy the right help desk tools to track and resolve incidents

  Help desk management tools help admins manage, track and resolve problems. Learn about the leading products and the reporting, communication and support features they offer.Continue Reading

• Testing the intelligence of AI in HR applications

  If an algorithm can't figure out things that it wasn't programmed to do, it's not learning anything and therefore isn't intelligent, says analyst Katherine Jones.Continue Reading

• Oracle makes a case for intelligent ERP at OpenWorld 2018

  The OpenWorld conference brought a new crop of Adaptive Intelligent Apps, process automation and voice-enabled bots that Oracle's CTO said will reduce human error in business processes.Continue Reading

• How enterprises use dynamic pricing algorithms with AI, CRM

  Born out of the '80s era of airline deregulation, dynamic pricing finds new life and popularity when mixed with AI. In this Pipeline podcast, we talk with Ulrich von Beck of Pros.Continue Reading

• Reaping the business benefits of collaboration tools

  Does your strategy for collaboration tools encompass cost, meeting requirements and make the best use of available hardware and software?Continue Reading

• Invest in people for better customer experience in marketing

  At the MarTech conference, analysts discussed the importance of customer experience in marketing, customer data protection and designated martech leadership.Continue Reading

• AI sales technology trends for 2019 and beyond

  AI automation tools for sales technology have the potential to lead sales teams toward certainty in their decision-making, grow pipelines and reduce risks.Continue Reading

• Understanding third-party Windows 10 security tools

  Third-party security tools provide value and new utilities for Windows 10 desktop administrators. IT should consider non-Microsoft options for patching, firewalls and more.Continue Reading

• What potential chatbot security threats could AI introduce?

  New chatbot AI technology comes with potential security risks. UC expert Jon Arnold explains what to be aware of when deploying new AI-based voice technology.Continue Reading

• AI in contact centers offers agents behavioral analytics

  Contact center AI offers tools to help agents provide better customer service through behavioral analytics. But AI may also present some privacy concerns.Continue Reading

• Would businesses embrace Google+ as a corporate social network?

  Google plans to shut down its consumer-oriented Google+ social networking service and focus on a corporate social network for enterprise customers. The tech giant made the announcement last week ...Continue Reading

• Data dominance the prize in Salesforce ERP integration moves

  Following the MuleSoft acquisition in March, the Dreamforce conference reinforces the cloud CRM leader's ambition to become the front end to enterprise data.Continue Reading

• What cloud-based unified communications certifications are available?

  The requirements for cloud-based unified communications certifications vary by industry and network environment. UC expert Carrie Higbie Goetz explains how to choose the right certifications for a UCaaS system.Continue Reading

• How artificial intelligence in customer service improves CX

  AI in customer service enables products and services companies to respond to consumers before the customer experience breaks down and negatively affects retention.Continue Reading

• What are the main types of industry acquisitions in the UCC market?

  A UC company can be acquired by an existing vendor or by a venture capital firm. Learn how these two types of acquisitions differ and UCC market factors that influence them.Continue Reading

• Cloud is key to linking digital manufacturing technologies

  Traditional manufacturing systems often can't handle new customer demands, so manufacturers are building smart factories that use cloud-enabled next-gen technologies.Continue Reading

• Why some manufacturers stick with on-premises vs. cloud ERP

  Cloud ERP is key in digital manufacturing, but it's not a fit for all companies, especially those with heavy customization needs or the need to maintain control over upgrades.Continue Reading

• L'Oréal boosts candidate experience with recruitment chatbots

  L'Oréal deployed chatbots to help its 145 recruiters process some 2 million applications annually. It also put to rest concerns that automation might replace recruiters.Continue Reading

• Software bots start taking over finance work in Arizona

  Software bots are being used in Arizona to help with some routine finance operations. These systems follow scripts to complete repetitive work, freeing employees for other work.Continue Reading

• Low-code development platforms bring speed, friction

  Low code is enabling organizations to push out mobile apps more quickly. But, for some organizations, low-code platforms introduce organizational challenges.Continue Reading

• The benefits and drawbacks of cloud ERP systems for healthcare

  Is moving to cloud ERP good for your healthcare organizations? Experts tackle just that question and weigh in on issues such as security and compliance.Continue Reading

• 5 decisions for application and desktop virtualization

  IT has to make several major decisions to ensure that it makes the most of its application and desktop virtualization deployment, such as selecting a hosting method and end-user devices.Continue Reading

• Mobile app testing tools embrace automation, open source

  Organizations should think about mobile app testing from the beginning. Discover other best practices from the CTO of Sauce Labs, a mobile app testing company.Continue Reading

• How do microservices work with unified communications platforms?

  While a microservices architecture for UC platforms isn't obvious to enterprises, it can improve how service providers deliver and update their services for enterprise customers.Continue Reading

• Why you don't always need a general-purpose operating system

  A purpose-built, or real-time, operating system could be more useful for applications that require a lot of data processing. Several options for this type of system exist today.Continue Reading