Communications & Collaboration
Top Stories
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Tip
03 Sep 2026
How asynchronous tools transform team collaboration
Asynchronous collaboration tools can reduce costs, improve manageability and combat meeting fatigue. Learn how to choose and adopt the right tools for your distributed teams. Continue Reading
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News
03 Sep 2026
Genesys banks on AI customer service agents -- and their orchestration
The agentic SaaS playbook is emerging: Throw open your platform to agents of all stripes, and provide a harness or orchestration layer to manage it all. Continue Reading
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Tip
24 Oct 2018
Huddle rooms create new meeting room management requirements
New video conferencing tools don't require high-level support from IT and AV teams, which allows them to take a more strategic approach to management. Continue Reading
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Answer
23 Oct 2018
How do I troubleshoot SIP configurations to solve service issues?
When your SIP service isn't connecting properly, process of elimination will help you determine if the issue lies in your configuration or elsewhere on the network. Continue Reading
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News
22 Oct 2018
NEC launches InfinityBoard collaboration hardware for meeting rooms
In UC news, NEC Display introduces new meeting room hardware, MTD uses NewVoiceMedia to improve its contact center, and Fuze announces new mobile upgrades and analytics tools. Continue Reading
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Guide
22 Oct 2018
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
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News
19 Oct 2018
Interoperability could help 8x8 Team Messaging stand out
8x8 has added a team messaging app to its cloud-based unified communications and contact center suites, joining a growing list of vendors in a market kick-started by Slack. Continue Reading
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News
18 Oct 2018
Twilio buys SendGrid for email APIs
Twilio will acquire SendGrid, a maker of cloud-based email APIs. The deal follows email-focused acquisitions by Slack and Workplace by Facebook. Continue Reading
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News
17 Oct 2018
RingCentral the latest UCaaS vendor to acquire a cloud contact center
RingCentral is the latest UCaaS startup to push more heavily into the cloud contact center market with its acquisition of customer engagement vendor Dimelo. Continue Reading
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Answer
17 Oct 2018
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
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Tip
16 Oct 2018
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
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Tip
16 Oct 2018
How to check for packet loss to manage call quality
Network managers learn more straightforward techniques to get a more accurate reading when testing for network packet loss in order to manage call quality. Continue Reading
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Blog Post
15 Oct 2018
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
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Blog Post
12 Oct 2018
Opinion: New APIs work to connect apps to multiple messaging platforms
Note: Vonage is a client of ZK Research. The digital transformation era has arrived, and market leadership will be largely based on excellence in customer service. In 2017, ZK Research data showed ... Continue Reading
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News
12 Oct 2018
Workplace by Facebook app adds multicompany chat
Businesses can now use the Workplace by Facebook app to instant message and video conference with partners and customers. Continue Reading
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News
11 Oct 2018
BlueJeans-Dolby meeting room service focuses on UC audio
In UC news, BlueJeans launches a UC audio offering with Dolby Voice, Talkdesk gets $100 million toward CCaaS, and Silver Peak's SD-WAN platform earns a VoIP performance certification. Continue Reading
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News
11 Oct 2018
Zoom enters UCaaS market with new cloud PBX service
Zoom will expand beyond its roots as a video conferencing startup and enter a crowded UCaaS market, with the release of a cloud PBX service in early 2019. Continue Reading
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Answer
10 Oct 2018
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
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Tip
10 Oct 2018
How chatbot AI in contact centers can improve self-service
Deploying AI in contact centers can address IVR pain points and improve customer self-service with chatbots that create a conversational and streamlined customer experience. Continue Reading
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News
09 Oct 2018
Video communications startups Pexip and Videxio to merge
The merger of startups Pexip and Videxio will give service providers and enterprises a one-stop shop for video conferencing software, analysts said. Continue Reading
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Answer
08 Oct 2018
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
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News
05 Oct 2018
Symphony messaging app gets DLP, Microsoft integration
The Symphony messaging app now has native data loss prevention and integrates with Microsoft Office. The startup is looking to expand beyond its base in the financial sector. Continue Reading
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News
05 Oct 2018
Embedded communications have business embracing CPaaS
In the UC blog world, analysts discuss how businesses are embracing CPaaS for embedded communications, why SD-WAN and MPLS make a strong team, and why Cisco is losing focus on collaboration software. Continue Reading
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News
04 Oct 2018
Partner gateways connect endpoints to Microsoft Teams video conferencing
Businesses can now use third-party endpoints for Microsoft Teams video conferencing through cloud services from BlueJeans, Pexip and Polycom. Continue Reading
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Tip
03 Oct 2018
How to prevent cloud computing bandwidth issues in UCaaS adoption
The adoption of UCaaS architecture presents network challenges. Learn what tools are available to support video and voice quality without causing cloud computing bandwidth issues. Continue Reading
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News
28 Sep 2018
Microsoft and Cisco diverge on UC interop amid customer complaints
Despite sharing many of the same customers, Microsoft and Cisco are unlikely to cooperate on interoperability between the latter's collaboration apps and Microsoft's Office 365. Continue Reading
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News
28 Sep 2018
Slack acquires Astro for email AI interoperability
In UC news, Slack acquires AI-powered email platform Astro, while CounterPath launches a team collaboration platform for SMBs. Continue Reading
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News
28 Sep 2018
Microsoft Teams migration supported by partner services
Unify Square and AudioCodes introduce call quality monitoring for Microsoft Teams, while Crestron and Yealink launch audio and video devices for Teams meetings. Continue Reading
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Answer
28 Sep 2018
When do I need to use QoS for VoIP bandwidth support?
Is your call quality suffering? Network bandwidth may be growing, but demands on it are, too. Here's what you need to know to use QoS to help solve VoIP call issues. Continue Reading
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Tip
27 Sep 2018
4 ways to prep the network when planning to implement VoIP
Before deploying VoIP platforms, make sure you have the infrastructure to support your communications needs. Learn what factors influence the network technology you'll need to support VoIP. Continue Reading
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Answer
27 Sep 2018
How to troubleshoot VoIP call quality issues
Issues with VoIP calls can bring business to a halt, or at least cause headaches and undermine productivity. Learn how to troubleshoot VoIP issues effectively. Continue Reading
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News
26 Sep 2018
Microsoft blocks cloud Skype sign-ups for small businesses
Microsoft will soon block new small-business sign-ups for cloud Skype for Business, as the vendor is getting more aggressive in its campaign to transition customers to Microsoft Teams. Continue Reading
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Answer
26 Sep 2018
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
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News
25 Sep 2018
Microsoft readies hybrid Skype for Business to ease Teams migration
Microsoft is working on a hybrid Skype for Business that would provide a stepping stone toward using the IP communications software on the Microsoft Azure cloud. Continue Reading
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News
25 Sep 2018
Microsoft intros Cortana Skills Kit for app developers
Microsoft has unveiled the Cortana Skills Kit, a platform comprising Azure AI services developers can use to leverage the Cortana voice assistant to improve worker productivity. Continue Reading
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Answer
25 Sep 2018
Should you use CPaaS vendors or develop communications in-house?
While some organizations prefer to develop communications capabilities in-house, deploying vendors' communications APIs offers benefits. Two factors can influence the best approach. Continue Reading
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News
24 Sep 2018
Microsoft Teams app takes aim at vertical markets
Microsoft is adding secure messaging tools for healthcare workers and a schedule management system to the Microsoft Teams app, which is now used by 329,000 organizations worldwide. Continue Reading
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Answer
21 Sep 2018
What WAN configuration best supports UCaaS platform deployments?
Preparing for a UCaaS deployment means having the right WAN circuit configuration, with enough bandwidth to support all of your data and prioritize voice and video traffic with real-time delivery needs. Continue Reading
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News
20 Sep 2018
NewVoiceMedia acquisition adds contact center to Vonage cloud
The acquisition of NewVoiceMedia will add a contact center to the Vonage cloud portfolio, which already includes telephony and developer tools. Continue Reading
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News
20 Sep 2018
Cisco Webex Edge connects data centers to the cloud
Cisco Webex Edge could help large companies reduce PSTN costs, while also improving audio and video connectivity through Webex. Continue Reading
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News
19 Sep 2018
New Cisco headsets, room displays integrate with Webex
Cisco expanded its endpoint portfolio this week with the release of new wireless Cisco headsets and room displays. Continue Reading
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Tip
18 Sep 2018
Best practices for large video conferencing room design
Large-room video conferencing systems are seeing renewed growth, as corporate mandates and employee demand drive enterprise deployments. Following best practices ensures the right design for large room video. Continue Reading
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News
13 Sep 2018
Ytica acquisition adds analytics to Twilio Flex cloud contact center
Twilio has acquired startup Ytica to improve the native analytics and workforce optimization tools of its Twilio Flex cloud contact center. Continue Reading
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Tip
13 Sep 2018
Apple Business Chat vs. WhatsApp business messaging API partners
WhatsApp is taking a different approach than Apple when it comes to business messaging APIs. Tsahi Levent-Levi explains how WhatsApp is differentiating with vendor partnerships. Continue Reading
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News
12 Sep 2018
Slack encryption will soon include enterprise key management
In a bid to close deals with more large organizations, Slack will soon give customers greater control over the encryption of their data with a new enterprise key management feature. Continue Reading
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News
07 Sep 2018
AT&T revives Office@Hand UCaaS deal with RingCentral
AT&T has recommitted to its partnership with RingCentral after telling customers earlier this year that it would soon stop supporting the startup's Office@Hand UCaaS platform. Continue Reading
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News
06 Sep 2018
LogMeIn enhances GoToWebinar with analytics, on-demand viewer
LogMeIn has added interactive analytics and a video editor to GoToWebinar. The vendor also made available to all users a new website for publishing on-demand videos. Continue Reading
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News
31 Aug 2018
Zoom audio feature could reduce PSTN costs for large enterprises
Zoom has expanded a service that helps large organizations reduce PSTN costs by establishing SIP connections to the Zoom audio cloud. Continue Reading
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News
30 Aug 2018
Polycom VVX series adds four new desk phones
A new cloud-based device management service will help Polycom partners provision and troubleshoot the vendor's devices, including four new Polycom VVX series phones released this week. Continue Reading
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News
29 Aug 2018
Nice inContact adds analytics, omnichannel support to CXone
Nice inContact has enhanced the cloud contact center CXone with new analytics and quality management tools, while also expanding omnichannel support for social media. Continue Reading
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Tip
29 Aug 2018
The hidden costs of unified communications in the cloud
Many organizations expect to lower the costs of unified communications by adopting cloud communications, but that isn't always the case. Several factors influence costs when UC migrates to the cloud. Continue Reading
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Tip
29 Aug 2018
UCaaS market for next-generation features APIs, AI, more
The market for unified communications as a service is getting crowded. To stand out, vendors must now offer next-gen features, such as AI and contact center integration. Continue Reading
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Opinion
29 Aug 2018
With cloud-based contact centers, one size does not fit all
Contact center cloud services are a fast-growing part of the SaaS market, a trend Mitel is responding to with its MiCloud Engage product that fills a gap in the company's portfolio. Continue Reading
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News
24 Aug 2018
Amazon Chime app adds dial-out, single sign-on features
The Amazon Chime app has new dial-out and single sign-on features, but the cloud-based messaging and meetings platform still trails rivals, including Cisco Webex and Zoom. Continue Reading
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News
23 Aug 2018
Mitel targets enterprises with MiCloud Engage contact center
MiCloud Engage, an over-the-top cloud contact center, could help Mitel better compete with Avaya and Cisco in the enterprise market. Continue Reading
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News
22 Aug 2018
Cisco wants to help developers build Webex integrations
Cisco has revamped the Cisco DevNet page for Webex Meetings. The development of additional Webex integrations should make the platform more attractive to businesses. Continue Reading
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Tip
21 Aug 2018
4 ways AI services can improve video meeting room technology
AI is making its way into meeting rooms to improve productivity and enhance collaboration. AI services are addressing employee collaboration needs in four ways. Continue Reading
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Feature
20 Aug 2018
PSTN vs. VoIP: What's best for your business?
Unsure of where your organization stands in the PSTN vs. VoIP debate? Use this feature-by-feature comparison to decide whether VoIP or PSTN services fit your organization's needs. Continue Reading
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News
17 Aug 2018
Microsoft and Amazon sync AI voice assistants Alexa, Cortana
The integration of the AI voice assistants Alexa and Cortana combines Amazon's familiarity among consumers with Microsoft's adjacency to office productivity software. Continue Reading
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News
15 Aug 2018
Microsoft Skype for Business update fixes Mac bugs
Microsoft has released a semi-annual Skype for Business update for on-premises users that includes several bug fixes and feature enhancements for the platform's Mac client. Continue Reading
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News
14 Aug 2018
SAP Concur creates Slack bot for booking flights
SAP Concur has created a Slack bot for booking travel and reporting expenses, as Slack doubles down on an approach to team collaboration centered on third-party integrations. Continue Reading
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Answer
13 Aug 2018
What is the difference between UC platforms and UC apps?
Platform and app are not interchangeable terms in a unified communications deployment. UC expert Jon Arnold explains how to differentiate between UC platforms and UC apps. Continue Reading
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News
10 Aug 2018
Avaya earnings show cloud, recurring revenue growth
The latest Avaya earnings report shows the company is increasing cloud sales and hitting revenue targets, even as it continues to operate at a loss. Continue Reading
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News
09 Aug 2018
Facebook targets WhatsApp business messaging at large enterprises
WhatsApp business messaging is the latest social channel to enter the contact center, coming on the heels of Apple's beta release of the consumer-to-business iOS messaging service Apple Business Chat. Continue Reading
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News
03 Aug 2018
Cisco and Google deepen collaboration partnership
Cisco and Google have committed to creating seamless integrations between Webex and the productivity apps in G Suite, which should help both vendors compete against Microsoft. Continue Reading
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News
02 Aug 2018
Gartner UC Magic Quadrant ranking belies Avaya's challenges
Avaya was once again named a leader in the Gartner UC Magic Quadrant. But analysts say the vendor could struggle to add customers given the growing dominance of Microsoft and Cisco. Continue Reading
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News
01 Aug 2018
Cisco lays groundwork for augmented reality in Cisco Webex app
This month, the 135 million Cisco Webex app users will get access to a refreshed UI, as the vendor is ramping up to support more advanced video use cases, such as augmented reality. Continue Reading
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Opinion
31 Jul 2018
Google plays catch-up with cloud-based contact center AI
Google is jumping into the cloud-based contact center market with AI services and vendor partnerships. But is it enough to help Google compete against more established providers? Continue Reading
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News
27 Jul 2018
Atlassian-Slack deal marks end of HipChat, Stride
Slack, which is facing more aggressive competition from Microsoft, bought Atlassian HipChat and Stride. The Atlassian-Slack deal marks the start of a strategic partnership. Continue Reading
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News
27 Jul 2018
Skype for Business 2019 nudges users to cloud
Skype for Business 2019, released in preview this week, will extend support for on-premises unified communications deployments through at least 2023. Continue Reading
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Answer
27 Jul 2018
How are contact center vendors using APIs?
APIs are gaining relevance, as contact centers move to a more omnichannel experience. API expert Tsahi Levent-Levi explains how contact centers work with CPaaS providers. Continue Reading
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News
26 Jul 2018
Vendors race to adopt Google Contact Center AI
Google has entered the contact center market with the release of an AI platform supporting virtual agents and call analytics. Leading vendors, including Cisco and Genesys, were quick to adopt Google Contact Center AI. Continue Reading
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News
25 Jul 2018
Apple Business Chat adds Cisco as partner
Apple Business Chat is now compatible with Cisco's contact center platform. Apple has closely guarded access to the business-to-consumer messaging service since its beta release this spring. Continue Reading
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Guide
24 Jul 2018
Integrating unified communications products and other UC trends
Communications and collaboration in the enterprise has never been more business essential. Learn how to make sense, and best use, of the latest UC products and services. Continue Reading
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News
20 Jul 2018
Microsoft adds live broadcasting software to Teams
Microsoft has added live broadcasting software to Microsoft Teams and Yammer through a new integration with Microsoft Stream. Continue Reading
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News
19 Jul 2018
Missions acquisition will simplify Slack integrations
Slack's acquisition of Missions will help users without coding knowledge take full advantage of its platform by making it easier to build custom Slack integrations and workflows. Continue Reading
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Answer
19 Jul 2018
How do you keep employees from deploying UC end-user applications?
A successful business collaboration strategy needs employee buy-in. UC expert Jon Arnold explains how to keep employees from deploying their own business collaboration tools. Continue Reading
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News
18 Jul 2018
8x8 X Series combines UC and contact center
The cloud delivery model has made it easier to combine unified communications and contact center technologies into a single platform, as evidenced by the release of the 8x8 X Series this week. Continue Reading
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Answer
16 Jul 2018
How should a cloud migration plan include UC devices, endpoints?
What an organization moves to the cloud will influence UC devices and endpoints. Networking expert Carrie Higbie Goetz explains the factors that influence endpoints in a cloud migration. Continue Reading
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News
13 Jul 2018
Microsoft Teams free version takes on Slack, Cisco Webex
The new Microsoft Teams free version takes advantage of Microsoft's online Office suite to lure customers that might be considering competing products from Cisco and Slack. Continue Reading
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News
13 Jul 2018
Team collaboration secondary in Workplace by Facebook app
Organizations are deploying the Workplace by Facebook app to build community among large and geographically diverse workforces. In that sense, the platform is more like an intranet than a team collaboration platform. Continue Reading
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News
11 Jul 2018
DHS, SecureLogix develop TDoS attack defense
The U.S. Department of Homeland Security and vendor SecureLogix are making 'rapid progress' in developing a TDoS attack defense. The technology is expected in the coming months. Continue Reading
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Blog Post
06 Jul 2018
Five steps for a successful video conferencing strategy
When deploying video conferencing successfully, you simply can't install a video client and give users a webcam. Organizations with a robust video conferencing strategy see more deployment success ... Continue Reading
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Opinion
02 Jul 2018
Voice assistants present new challenges for call clarity
Virtual assistant devices and applications offer ease and convenience when placing phone calls, but they could pose problems in terms of audio quality. Continue Reading
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News
29 Jun 2018
Ribbon Communications boosts UCaaS portfolio with Edgewater buy
Ribbon Communications' acquisition of Edgewater Networks is expected to add analytics, security and service-assurance capabilities to Ribbon's UC portfolio. Continue Reading
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News
29 Jun 2018
Slack outages raise reliability concerns
Slack outages are becoming frequent enough to make some analysts wonder whether companies would trust the collaboration startup for business-critical communications. Continue Reading
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News
29 Jun 2018
Ex-Cisco exec Rowan Trollope promises to be different CEO at Five9
In May, UC and collaboration exec Rowan Trollope left Cisco for a nimbler Five9. As CEO of the contact center vendor, he promises to be more product-focused than his predecessor. Continue Reading
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Answer
28 Jun 2018
How do you train an AI service for collaboration?
Organizations looking to improve communication efficiency can train AI to automate collaboration workflows, launch meetings and transcribe conversations. Continue Reading
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Feature
27 Jun 2018
Digital whiteboards' remote collaboration underused by organizations
When using interactive whiteboards, businesses need to get remote workers involved in the collaboration process through video calls, screen sharing and digital annotation. Continue Reading
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News
26 Jun 2018
GoToMeeting client adds business messaging to chase rivals
LogMeIn has added instant messaging and automated transcription to the GoToMeeting client. The new features bring the platform more in line with rivals Zoom and Cisco Webex. Continue Reading
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Blog Post
26 Jun 2018
CPaaS brings contextual communication to customer interactions
Organizations that want to compete in an increasingly digital world and improve customer experience will find contextual communication benefits with communications platform as a service. Customers ... Continue Reading
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News
22 Jun 2018
Alexa for Hospitality brings AI voice assistant to hotel rooms
Alexa for Hospitality will let hotels equip guest rooms with an AI voice assistant familiar to consumers. But Amazon will have to assuage concerns about privacy. Continue Reading
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Answer
21 Jun 2018
How do you evaluate contact center platforms from UC vendors?
If your organization is using third-party contact center services, make sure they integrate deeply with your unified communications environment. Continue Reading
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Feature
20 Jun 2018
Conference rooms of the future need IT control, expertise
As organizations evaluate their conference rooms of the future, IT groups need to lead these projects to create a consistent meeting room experience for end users. Continue Reading
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News
20 Jun 2018
Avaya adds real-time speech analytics to contact centers
Avaya updated its workforce optimization suite to include real-time speech analytics and automated agent evaluations, playing catch-up with vendors such as Cisco, Genesys and Five9. Continue Reading
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News
15 Jun 2018
Microsoft Teams e-discovery enabled for hybrid clouds
Microsoft is giving businesses with on-premises Exchange servers a new tool for Microsoft Teams e-discovery, as the vendor seeks to help large enterprises transition to the cloud. Continue Reading
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Tip
15 Jun 2018
Design huddle rooms to mirror team collaboration workflows
Different teams conduct different types of meetings. As a result, small conference rooms should be customized to accommodate specific collaboration workflows. Continue Reading
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Answer
14 Jun 2018
Do you need session border controllers with an SD-WAN deployment?
As SD-WAN grows in popularity, enterprise SBCs still have their place on the network. Learn how the two technologies can work together to support and secure VoIP. Continue Reading
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News
13 Jun 2018
Google Hangouts Meet adds interoperability with competitors
Interoperability with Skype for Business and video conferencing systems from Cisco and Polycom should help Google Hangouts Meet gain more traction among enterprise buyers. Continue Reading
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News
12 Jun 2018
Polycom, Crestron expand Zoom room video conferencing partnerships
At InfoComm 2018, Polycom deepens its partnership with Zoom, Crestron debuts a whiteboard camera, and ViewSonic introduces interactive flat-panel displays. Continue Reading
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News
08 Jun 2018
Microsoft Teams mobile app matures, but interoperability lags
Microsoft has been quickly building out the capabilities of the Microsoft Teams mobile app, but businesses could find it clunky to use in conjunction with Skype for Business. Continue Reading
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News
07 Jun 2018
Avaya Equinox gets online UC and team collaboration for SMBs
Avaya has refreshed Avaya Equinox with online team collaboration and has integrated the software into IP Office. The changes are part of Avaya's strategy to attract more SMBs. Continue Reading