Communications platforms and integrations
Integrating UC with other business apps and workflows can enhance collaboration and productivity. With offerings like CPaaS, businesses can use APIs and other development tools to connect disparate systems and enable a more seamless communications experience.
Top Stories
-
News
28 Sep 2023
Everbridge 360 emphasizes communication, preparedness
Everbridge envisions its new 360 critical event management platform as a multiyear release. Features are heavy on the ability to communicate in a disaster. Continue Reading
-
News
29 Aug 2023
Google releases Duet AI for Workspace; new Meet, Chat tools
The tech giant released its collaboration suite virtual assistant and unveiled new tools to help users summarize and translate meetings and enable teleprompts for presentations. Continue Reading
-
Answer
17 Feb 2020
How can IT manage video conferencing interoperability?
Video interoperability is challenging but necessary for today's enterprise. Evaluating vendor partnerships and choosing hardware that supports multiple video services are key. Continue Reading
-
News
06 Feb 2020
Avaya wants CCaaS to be included in RingCentral partnership
Avaya will attempt to expand its partnership with RingCentral to include its upcoming CCaaS offering. Continue Reading
-
Answer
16 Jan 2020
How do collaboration integration and interoperability differ?
Interoperability between collaboration platforms is scarce, but integrations are abundant. Learn why multivendor collaboration integration has more support than interoperability. Continue Reading
-
Tip
13 Jan 2020
Build a collaboration hub to transform team workflows
Team collaboration applications are coming together like never before. Learn how hubs are working now and why your team should get on board with this trend. Continue Reading
-
Tip
06 Jan 2020
The top 6 CPaaS trends to track in 2022
The CPaaS market is evolving to address digital transformation demands as a result of COVID-19. Provider priorities in 2022 include increased scale and improved support for video. Continue Reading
-
Feature
31 Dec 2019
Biggest UC trends revealed in top news stories of 2019
Vendor partnerships and interoperability initiatives are a few of the UC trends that made headlines in 2019. Take a look back at some of the top stories from the past year. Continue Reading
-
Feature
09 Dec 2019
CPaaS market evolves to meet changing business needs
Changing user needs are transforming the CPaaS market as vendors look to provide tools for nondevelopers and enhance communications API capabilities. Continue Reading
-
Feature
05 Dec 2019
Enhancing communications with a UC-contact center integration
The divide between contact centers and the rest of the business is shrinking. The demand for UC and contact center integrations is reshaping the contact center vendor landscape. Continue Reading
-
Feature
19 Nov 2019
The advantages of video calling drive business competition
Established companies can have a hard time competing with younger cloud-native competitors. But the advantages of video calling can level the playing field. Continue Reading
-
Tip
31 Oct 2019
CPaaS vendors can't ignore email in an omnichannel strategy
CPaaS vendors are expanding their omnichannel communications strategy beyond voice and SMS. Email APIs can create tighter integrations with business workflows. Continue Reading
-
Answer
22 Oct 2019
What are the benefits of UC in a cloud-based office suite?
Adopting the UC tools within a cloud-based office suite may be the most beneficial option if users are already comfortable with the suite's features. Continue Reading
-
Feature
07 Oct 2019
Apple contact center chat adds rich media, improved UX
The latest iOS update streamlines access for Apple Business Chat from any clickable phone number. Learn why business messaging is gaining popularity in the contact center space. Continue Reading
-
News
04 Oct 2019
Poly integrates UC headsets with Amazon Alexa, Tile
Poly has integrated its UC headsets with Amazon Alexa after adding the AI voice assistant to its Trio conference room phones earlier this year. Continue Reading
-
Answer
26 Sep 2019
What are the benefits of a UC and contact center integration?
UC offerings that include contact center integration provide more seamless communications and engagement between office workers and contact center agents. Continue Reading
-
Feature
29 Aug 2019
Omnichannel messaging APIs still far off for CPaaS users
Omnichannel is not just a buzzword, but in some ways, it feels elusive. Omnichannel messaging APIs in CPaaS, in particular, are facing some adoption issues. Continue Reading
-
Opinion
16 Aug 2019
Programmability in UC needs more than communication APIs
The programmable enterprise has found its way into UC through CPaaS platforms. But organizations need more than communication APIs to achieve integration success. Continue Reading
-
News
08 Aug 2019
AWS, Microsoft listening to voice recordings raises privacy concerns
Amazon and Microsoft won't say how often contractors listen to voice recordings captured in the workplace through products like Alexa for Business and Cortana. Continue Reading
-
News
17 Jul 2019
LogMeIn launches unified communications for small businesses
LogMeIn, Inc. has launched Grasshopper Connect to provide small businesses with a platform that enables them to create and manage businesses communications. Continue Reading
-
Answer
08 Jul 2019
Why is video interoperability a challenge?
Learn why video calls don't have the same level of interoperability as voice calls, and what challenges the lack of video interoperability presents for organizations. Continue Reading
-
Feature
05 Jun 2019
How to evaluate and prepare your organization for a CPaaS platform
Before deploying CPaaS, you must evaluate your organization's need for embedded communications. Plus, vendor stability and API features should be carefully examined. Continue Reading
-
Answer
15 May 2019
How do you evaluate embedded communications use cases?
Most embedded communications use cases focus on customer-facing interactions. Learn how to evaluate the use cases that would benefit from embedding communications. Continue Reading
-
Feature
12 Apr 2019
How to prepare for API integration on your network
APIs are becoming the easiest way to customize services to fit business communications needs. Before deployment, IT should investigate what network constraints API traffic could bring. Continue Reading
-
Feature
10 Apr 2019
How Mio integrates Slack, Microsoft Teams and Cisco Webex users
Mio -- winner of TechTarget's Network Innovation Award -- enables a Slack, Microsoft Teams and Cisco Webex integration, enabling internal communication and collaboration across messaging apps. Continue Reading
-
News
09 Apr 2019
Slack-Office 365 integrations link email, calendar, documents
The latest Slack-Office 365 integrations include calendar syncing and an add-on for exporting email messages from Outlook to Slack. Continue Reading
-
Feature
21 Mar 2019
Contact center AI trends take center stage at Enterprise Connect 2019
Several vendors at Enterprise Connect 2019 focused on contact center AI innovation and virtual agents. But are businesses actually ready for the technology? Continue Reading
-
News
20 Mar 2019
Polycom Trio integrates with Alexa for Business
Poly, the new name for the merger of Plantronics and Polycom, has added Alexa for Business to voice-activate meetings on the Polycom Trio conference room phone. Continue Reading
-
News
13 Mar 2019
New widget for RingCentral integrations targets enterprises
RingCentral released several new tools for enterprises ahead of Enterprise Connect 2019, including a widget for adding RingCentral integrations to CRM and help desk apps. Continue Reading
-
News
08 Feb 2019
8x8 X Series integrates with Slack, Microsoft Dynamics
8x8 X Series has new APIs for embedding communications into third-party apps. Meanwhile, the vendor said it could now deliver speech analytics to larger contact centers through the public cloud. Continue Reading
-
Answer
04 Feb 2019
How can you measure WebRTC performance?
Organizations can take two approaches to measure WebRTC quality, both of which assess real-time communications performance on end-user devices and the network. Continue Reading
-
Opinion
01 Feb 2019
7 key trends driving the CPaaS market and its vendors
Do you know where the CPaaS market is headed? Expert Tsahi Levent-Levi breaks down the seven trends that are influencing how vendors offer their services. Continue Reading
-
Answer
24 Jan 2019
What are potential use cases for meeting room software?
It's likely that even your hardware-based meeting room is making use of software. Our expert explains where software fits into meeting rooms and its use cases. Continue Reading
-
Answer
07 Jan 2019
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
-
Answer
19 Dec 2018
What are speech technology applications beyond contact centers?
Speech technology applications aren't confined to contact centers. Our expert explains the use cases for the technology, including personal digital assistants and knowledge management. Continue Reading
-
News
30 Nov 2018
WeWork reportedly halts rollout of Amazon Alexa for Business
WeWork, one of the premier early adopters of Amazon Alexa for Business, has reportedly shelved plans to deploy the AI voice assistant after a two-month pilot. Continue Reading
-
Answer
15 Nov 2018
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
-
Blog Post
08 Nov 2018
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
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
-
Answer
06 Jun 2018
What are the security threats when working with CPaaS vendors?
Four security vulnerabilities should be top of mind as you move into real-time communication with APIs. Expert Tsahi Levent-Levi explains how to approach real-time communication security. Continue Reading
-
Feature
23 May 2018
Open UC platforms improve communication workflow, but carry risks
An API-based integration between UC and business apps can improve workflows and contextual communication. But the integrations may carry security risks. Continue Reading
-
Answer
21 May 2018
How do you monitor performance of communication APIs?
Measuring API performance depends on whether the API is provided by a vendor or developed in-house. API expert Tsahi Levent-Levi offers steps to monitor APIs. Continue Reading
-
Answer
14 May 2018
How will speech technologies integrate with UC apps?
Analyst Jon Arnold examines use cases for speech technologies in the enterprise and explains how UC vendors expect to add speech tools to their platforms. Continue Reading
-
Blog Post
08 May 2018
Integrated communications extends UC capabilities
Organizations that want to drive greater value from their unified communications deployment should look to integrate communications into other parts of their business. Integrated communications ... Continue Reading
-
Tip
16 Apr 2018
Software for team collaboration presents deployment challenges
When organizations evaluate team collaboration apps, should IT or lines of business implement the service? The answer might be somewhere in the middle. Continue Reading
-
News
06 Apr 2018
IBM Watson Assistant offers flexibility, data privacy
IBM has released a toolkit for building enterprise-grade virtual assistants. The IBM Watson Assistant is highly customizable and lets businesses keep their data private. Continue Reading
-
News
30 Mar 2018
Google releases cloud text-to-speech service for developers
A new Google text-to-speech service generates natural-sounding speech in 32 voices and 12 languages. Developers can integrate the software with most enterprise apps and devices. Continue Reading
-
News
14 Mar 2018
New Masergy UCaaS feature helps avoid overpayments
Masergy UCaaS customers can use their human resource applications to automate adding and deleting UCaaS users. The new feature can avoid overpayments. Continue Reading
-
Answer
08 Mar 2018
What's driving the adoption of WebRTC services today?
WebRTC adoption is influenced by the ecosystem around the technology, including browser support and commercial products. Emerging technologies could also affect future deployments. Continue Reading
-
Tip
05 Mar 2018
Communication API vendors offer serverless architecture benefits
A serverless architecture benefits communication developers in several ways, including fewer maintenance tasks, automated scalability and quicker time to market. Continue Reading
-
News
02 Mar 2018
Avaya revenue growth depends on success of cloud products
New cloud products are expected to drive Avaya revenue growth in 2019. Meanwhile, revenues in fiscal 2018 are forecast to be almost the same as last year. Continue Reading
-
News
01 Mar 2018
Genesys acquires Altocloud sales analytics for contact center cloud
Genesys acquires analytics vendor Altocloud to help businesses find sales opportunities in online customer interactions. Genesys will integrate Altocloud into omnichannel contact center products. Continue Reading
-
News
01 Feb 2018
Spoken acquisition the highlight of Avaya Engage 2018
The standout announcement at Avaya Engage 2018 was the acquisition of contact-center-as-a-service provider Spoken Communications, which will bolster Avaya's cloud strategy. Continue Reading
-
Tip
23 Jan 2018
Microsoft Teams integration with Cisco Spark presents challenges
Microsoft and Cisco interoperability does exist in unified communications. But, for team collaboration, Microsoft Teams integration with Cisco Spark adds another wrinkle. Continue Reading
-
News
22 Jan 2018
Avaya UC headed for SMB product bundles
Avaya plans to grow its customer base with SMB-friendly technology. The bundles will include Avaya UC and other features from the company's enterprise portfolio. Continue Reading
-
Answer
08 Nov 2017
Does an API deployment only involve developers?
API development requires not only programmers and developers, but the business insight of legacy IT. Learn why employees with legacy backgrounds are vital to an API strategy. Continue Reading
-
Answer
19 Oct 2017
How do APIs affect enterprise communications systems?
Communications APIs can change how organizations use their communications infrastructure. API expert Tsahi Levent-Levi explains the two ways APIs reshape enterprise telephony. Continue Reading
-
Feature
02 Oct 2017
Mobile unified communications market has growing pains
The mobile UC market needs to offer products that make access to voice, text and video platforms simple, which means enterprises will rely on native device apps in the meantime. Continue Reading
-
Feature
01 Sep 2017
Keeping cloud-based unified communications grounded
Cloud-based unified communications brings with it a chance for networking pros to transform and innovate their networks -- and their own IT skill sets. Continue Reading
-
Tip
28 Aug 2017
Is a communications API SLA strong enough for enterprises?
When downtime occurs, an API service-level agreement should pinpoint customer and vendor responsibilities. Enterprises will need to monitor their API SLA closely. Continue Reading
-
News
22 Jun 2017
Zoom Connector takes video conferencing service to Cisco hardware
Zoom is offering its cloud-based video conferencing service on Cisco hardware through its integration app, Zoom Connector. Zoom's service competes with Cisco WebEx. Continue Reading
-
Tip
19 Apr 2017
Messaging platforms flout traditional real-time telephony
Business messaging defies traditional telephony-centric, real-time communications. The persistence and efficiency of web-based messaging offers a new way to collaborate. Continue Reading
-
News
18 Apr 2017
UCC market evolution driven by digital transformation
In UC news, a report finds digital transformation initiatives are driving the UCC market, while CoreDial and VeloCloud partner to bring SD-WAN features to cloud UC services. Continue Reading
-
News
27 Mar 2017
RingCentral updates focus on team messaging, integrations, AI
Ahead of Enterprise Connect 2017, RingCentral unveils a slew of updates targeting collaborative communications, including a new user interface and chatbot technology. Continue Reading
-
News
21 Mar 2017
Team collaboration apps headline Enterprise Connect 2017
Slack, Cisco Spark, Microsoft Teams and other team collaboration apps are tweaking traditional UC systems. Plus, Amazon and Google enter the fray as potential players. Continue Reading
-
News
24 Feb 2017
ShoreTel offers Google Chrome integration with G Suite
In UC news, ShoreTel integrates its Connect platform with Google G Suite, while RingCentral Glip achieves HIPAA compliance for secure team chat in healthcare. Continue Reading
-
Tip
30 Jan 2017
How UC channel partners can capitalize on communication APIs
IT teams often lack developer resources to integrate communication APIs. But UC channel partners can step in to help customers embed communications into their workflows. Continue Reading
-
Tip
23 Jan 2017
WebRTC market expected to see more gradual changes
In the new year, track these WebRTC market trends -- the proliferation of API platforms, the adoption of live broadcast streaming, and whatever Microsoft and Apple decide to do. Continue Reading