UC strategy
Unified communications success relies on more than technology. End-user adoption is paramount for a successful rollout. Learn how to build a successful UC strategy that encompasses technology, training, staffing and culture.
Top Stories
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Tip
06 Dec 2023
Using collaboration behavior data to inform buying decisions
Collaboration apps do more than just let employees work together. They also generate a valuable trove of user data that can help companies become more efficient. Continue Reading
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Answer
30 Nov 2023
AI speech technology offers enterprises benefits, risks
AI offers intriguing prospects to companies looking for ways to get more value from their speech recognition systems. But be wary of expecting too much, too fast. Continue Reading
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Feature
01 Jul 2019
Brush up on your knowledge of speech technology terms
Vocal commands are one way speech technology is making its way into business applications and services. This mini glossary will refresh your knowledge of speech technology and some of its use cases. Continue Reading
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Feature
27 Jun 2019
User buy-in crucial when migrating from Slack to Microsoft Teams
For organizations using Microsoft 365, migrating from Slack to Microsoft Teams can better support employee workflows. But a migration requires more than mandating users to switch. Continue Reading
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News
26 Jun 2019
Talkdesk Boost turns legacy ACDs into cloud contact centers
Large businesses that aren't yet ready to abandon legacy call routing can now link that equipment to the Talkdesk cloud contact center through a SIP trunk. Continue Reading
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Blog Post
25 Jun 2019
UC adoption programs support users and business goals
Transforming a business with unified communications takes more than deploying new apps and services. End users must adopt the services and incorporate them into their daily workflows. For many ... Continue Reading
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Feature
24 Jun 2019
Collaboration culture and technology drive meeting room trends
The meeting room experience is all about collaborative work. Learn how new video and productivity tools are influencing meeting room trends. Continue Reading
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Feature
17 Jun 2019
UC benefits flexible working models in mortgage industry
Choosing a UC platform with the tools to support remote workers helped American Pacific Mortgage move to a more flexible working model and cut down on brick and mortar costs. Continue Reading
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Feature
17 Jun 2019
Flexibility in the workplace relies on UC technology
The future of work requires supporting flexibility in the workplace with UC technology, according to a Fuze executive. But this requires addressing corporate culture. Continue Reading
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Tip
13 Jun 2019
UC network automation improves IT efficiency
UC network automation will help reduce errors and boost staff efficiency. But take time to plan your implementation to ensure success. Continue Reading
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Feature
12 Jun 2019
Supporting a dispersed workforce with communications technology
UC tools are a vital part of engaging a dispersed workforce. Learn how business leaders use UC tools to help remote workers feel part of company culture and how to avoid burnout. Continue Reading
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Feature
07 Jun 2019
UCaaS products for what every organization needs
Check out these UCaaS products to help you make a final decision based on company overview, hardware options and technical support. Continue Reading
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Tip
07 Jun 2019
How to manage hybrid cloud QoS in unified communications
The two most common approaches to a hybrid UC configuration require different management techniques to maintain hybrid cloud QoS for voice, video and other real-time communications. Continue Reading
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Feature
29 May 2019
Prepackaged vs. DIY: Which video conferencing system is best?
Weighing the pros and cons of a vendor's prepackaged video conferencing system versus a multivendor system will help determine which is the best fit for your business. Continue Reading
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Feature
28 May 2019
Cloud communications platform supports hospice care provider
Migrating to RingCentral's cloud communications platform gave AseraCare the needed support for its multiple locations and improved communications for its hospice patients. Continue Reading
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Feature
24 May 2019
Why UCaaS architecture benefits from SD-WAN adoption
Provisioning traffic is essential to support UCaaS architecture performance. SD-WAN helps solve network problems in real time, enabling users to experience all that UCaaS has to offer. Continue Reading
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Feature
23 May 2019
AI in communications improves productivity, but challenges lurk
AI services, combined with unified communications, can offer several benefits, including improved network monitoring capabilities and voice analytics in meeting rooms. Continue Reading
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Feature
13 May 2019
New video conferencing tools driven by vendor partnerships
Businesses have more options when it comes to choosing the right video conferencing tools as the market shifts toward vendor-agnostic hardware and software. Continue Reading
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News
09 May 2019
Avaya revenue dips as company entertains potential buyout
Avaya revenue missed the mark in the second quarter amid operational missteps and rumors of a private buyout. The company said it was considering financial maneuvers as significant as selling itself. Continue Reading
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Infographic
07 May 2019
Boardroom vs. huddle room: Comparing meeting room layout needs
To get the most out of your meeting space, you need the right equipment and meeting room layout. This infographic illustrates what you'll need for the huddle room or the boardroom. Continue Reading
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Feature
07 May 2019
How SD-WAN can unlock UCaaS benefits
Reaping UCaaS benefits means taking a hard look at your network configuration. Learn how SD-WAN can help optimize performance and reliability for UCaaS applications. Continue Reading
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Answer
01 May 2019
What should users expect from speech technology applications?
Workers can start to expect more from speech technology applications than just voice-activated search. As capabilities evolve, new business use cases will emerge. Continue Reading
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Feature
29 Apr 2019
UC cloud interoperability forces legacy vendors to change strategies
The proliferation of the cloud has introduced new interoperability challenges for organizations. Learn how UC buyers and vendors are addressing interoperability issues. Continue Reading
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Blog Post
29 Apr 2019
Why the UCC market needs AI to improve the user experience
The future of work is increasingly remote as employees work across branch offices, cities and time zones. Consequently, unified communications and collaboration technology needs to provide users ... Continue Reading
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Tip
22 Apr 2019
UCaaS vs. CCaaS: Weighing communications architecture integrations
More organizations have a need to integrate UCaaS and CCaaS to support office and contact center workers. Two elements, in particular, will affect integration options. Continue Reading
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Feature
19 Apr 2019
Millennials, changing meeting priorities drive huddle room trends
The culture around meetings is changing as employees favor huddle rooms over formal boardrooms for ad hoc meetings. The shift is a result of workplace demographic and cultural changes. Continue Reading
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Tip
17 Apr 2019
How to address the challenges of adopting AI in communications
Adopting AI can be a complex process. AI in communications can be especially challenging, but organizations can take certain steps to overcome these hurdles. Continue Reading
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Feature
10 Apr 2019
Reap UCaaS benefits by preparing network, staff and users
Organizations migrating to cloud-based unified communications must examine IT and end-user needs. Finding the right balance can help companies realize UCaaS benefits. Continue Reading
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Quiz
05 Apr 2019
Test your knowledge of speech technology applications
Speech technology applications are integrated into everything, from contact centers to email platforms. Take our quiz to find out how much you know about this growing technology segment. Continue Reading
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Answer
27 Mar 2019
How does the cloud offer new contact center capabilities?
Moving from on premises to a cloud contact center comes with a litany of changes. Learn what contact center capabilities you should factor into your CCaaS migration planning. Continue Reading
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Feature
19 Mar 2019
Cloud migration planning key to successful UCaaS deployment
Making the move from an on-premises system to UCaaS can be full of hurdles. Cloud migration planning can help navigate the pitfalls and give a clear path to successful UCaaS deployment. Continue Reading
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Tip
18 Mar 2019
6 reasons to keep your unified communications system on premises
While many organizations are looking to the cloud for UC services, on- premises remains the reality for others. Learn which six factors fuel the decision to keep UC an on-premises deployment. Continue Reading
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Feature
13 Mar 2019
Mature UC market drives innovation at Enterprise Connect 2019
The maturity of the UC market is driving vendors to find new ways to innovate. Enterprise Connect 2019 will see service and product announcements around AI and contact centers. Continue Reading
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Conference Coverage
12 Mar 2019
News and trends from Enterprise Connect 2019
Follow our Enterprise Connect conference guide to get the latest scoop and expert analysis on unified communications industry trends, vendor announcements and product news. Continue Reading
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Answer
11 Mar 2019
What role do ideation tools play in collaboration spaces?
Ideation is a popular buzzword to describe meeting room technology. Learn what collaborative ideation really means and how it can fit into an organization's collaboration strategy. Continue Reading
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Feature
26 Feb 2019
Speech technology applications evolve for new use cases
Speech technology has become a popular tool, and the addition of AI has led to more powerful use cases. Learn how AI-driven speech technology can benefit your organization. Continue Reading
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Feature
26 Feb 2019
Changing business priorities drive cloud UC adoption
The demand for flexible systems and collaboration tools is helping drive UCaaS adoption across all market segments. However, business size is playing a role. Continue Reading
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Tip
25 Feb 2019
Make VoIP the starting point for hybrid communications
Moving to VoIP is the first step toward creating a hybrid unified communications architecture. Learn how to test and maintain voice quality for a successful migration. Continue Reading
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Feature
13 Feb 2019
5 trends driving AI in contact centers
Contact center AI is evolving to meet the needs of organizations. Vendors are focusing on five trends that are driving the market for AI in contact centers. Continue Reading
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Tip
13 Feb 2019
Business desk phones see changing role in the enterprise
Desk phones seem to be going the way of the Dodo in favor of softphones and mobile clients. But research suggests organizations are finding new ways to use desk phones for business. Continue Reading
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News
12 Feb 2019
Avaya revenue report misses mark in first quarter of 2019
Avaya revenue fell short of projections for the first quarter of fiscal 2019, as the company continues to focus on selling more software and services. Continue Reading
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Feature
28 Jan 2019
Boostability gains agent insight with new contact center platform
What do you do when your contact center doesn't provide the data and features you need? One company decided to deploy a new platform that could support current and future needs. Continue Reading
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News
23 Jan 2019
Businesses to get quicker access to Avaya cloud UC
A new delivery model for single-tenant Avaya cloud UC promises to make it quicker and easier for businesses to migrate users from on-premises products to the cloud. Continue Reading
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Feature
23 Jan 2019
Nestle connects globally with enterprise collaboration platform
Nestle is rolling out Workplace by Facebook as its new enterprise team collaboration platform, as it looks to more efficiently connect its global employees. Continue Reading
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News
17 Jan 2019
RingCentral contact center expands with Connect First acquisition
RingCentral's intention to acquire contact center provider Connect First follows a growing trend toward offering cloud contact centers as part of UCaaS environments. Continue Reading
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News
16 Jan 2019
Avaya follows Cisco into market for UC headsets
Avaya has begun manufacturing UC headsets, following the lead of rival Cisco in a trend that is shaking up the market for such devices. Continue Reading
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Feature
16 Jan 2019
Improve the contact center experience with 3 key integrations
Organizations that want to offer a modern contact center experience can turn to AI, messaging apps and UC to improve agent productivity and customer service. Continue Reading
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Tip
14 Jan 2019
Where the UCaaS market is and where it's headed
Fresh survey results from Nemertes show a dynamic market for UC as a service with some unpredictable impact on organizations and networking staff. Continue Reading
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Answer
14 Jan 2019
How do you build a business case for speech technology applications?
Building a business case for speech technology requires an understanding of the current use cases. Our expert explains what to look for when building a business case for speech technology. Continue Reading
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Tip
14 Jan 2019
Top ways unified communications in the cloud affects you
Rapid developments in cloud-based unified communications means there is no time to lose when it comes to planning the strategic and tactical reorganization of your IT team. Continue Reading
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Feature
28 Dec 2018
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
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Feature
27 Dec 2018
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
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Answer
14 Dec 2018
What UC monitoring tools are most important?
Our expert explains the UC monitoring tools you need and the potential network problems you may discover in your UC and collaboration environments. Continue Reading
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News
13 Dec 2018
Businesses can now rent Avaya phones
Businesses looking to reduce large one-time capital expenditures can now rent Avaya phones for a monthly fee. Continue Reading
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Tip
06 Dec 2018
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
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News
05 Dec 2018
Avaya earnings show growth in contact center, decline in UC
Avaya earnings began to level off in fiscal 2018, as the vendor began to grow its contact center business again. However, Avaya's UC products continued to struggle. Continue Reading
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Feature
13 Nov 2018
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
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News
08 Nov 2018
Talkdesk iQ provides AI analytics, monitoring in contact center
Talkdesk iQ, the cloud contact center startup's new AI platform, includes an analytics dashboard and bot development tools. The vendor also announced a new 100% uptime SLA for enterprise calling. Continue Reading
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Answer
05 Nov 2018
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
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News
01 Nov 2018
Genesys improves workforce management software with AI
Genesys has developed new workforce management software to help contact centers with forecasting and scheduling. Continue Reading
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News
24 Oct 2018
Twilio Autopilot looks to simplify contact center AI
Twilio Autopilot gives developers the building blocks for creating contact center AI that businesses can use to improve customer service and save money. Continue Reading
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News
24 Oct 2018
UCaaS Magic Quadrant shows IT leaders ready for transition to cloud
The latest Gartner UCaaS Magic Quadrant found that large enterprises are making the jump to cloud as fewer dollars are spent on on-premises infrastructure and development. 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
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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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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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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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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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
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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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
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
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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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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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
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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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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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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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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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
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
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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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
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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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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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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Blog Post
30 May 2018
On-premises contact center technology on the decline
On-premises contact centers are decreasing in popularity as more organizations look to cloud-based and hosted services for their contact center technology. According to a recent Gartner Magic ... Continue Reading
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Tip
29 May 2018
Six tips to deploy a quality unified communications system
In order to troubleshoot a unified communications system, IT leaders should have a written list of common problems and a description of how to resolve those issues. Continue Reading
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News
18 May 2018
Five9, 8x8 and Dialpad accelerate push for contact center AI
Cloud contact center vendors are getting more aggressive about artificial intelligence. Five9, 8x8 and Dialpad made headlines this week with new contact center AI initiatives. Continue Reading
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News
18 May 2018
RingCentral, SD-WAN vendors team up to deliver UCaaS
SD-WAN services can improve the flow of cloud-based communications across the network. Now, one UCaaS vendor is looking to capitalize on the software-defined technology. Continue Reading
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News
17 May 2018
Zendesk bundles customer support services as cloud contact center
Zendesk has combined its products into an omnichannel cloud contact center offering. The CRM vendor also released a new tool for sending automatic alerts to customers. Continue Reading
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News
11 May 2018
Avaya cloud revenue grows, but profitability remains elusive
Avaya reported a net loss of $130 million last quarter, but the vendor still appears largely on track to hit its annual targets. Avaya cloud revenue rose modestly as a percentage of total earnings. Continue Reading
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News
04 May 2018
Cisco loses Trollope, acquires relationship intelligence startup
In a surprise announcement, Cisco said Rowan Trollope was leaving to lead Five9 and would be replaced by the CEO of the relationship intelligence startup Accompany, which Cisco expects to acquire. Continue Reading
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News
03 May 2018
Why going private should help grow Mitel cloud
A private equity firm plans to acquire Mitel for $2 billion in the second half of 2018. The move should give the vendor more flexibility, as it pushes adoption of Mitel cloud. Continue Reading
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News
26 Apr 2018
Cisco Spark to Webex Teams integration follows Microsoft's footsteps
The integration of Cisco Spark to Webex Teams is similar to Microsoft's move to compete against Slack team collaboration and Zoom meeting services, according to analysts. Continue Reading
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Answer
24 Apr 2018
Should you buy contact center services in a UC bundle?
Is an integrated contact center with UC right for your organization? UC expert Jon Arnold explains how to compare stand-alone and bundled contact center services. Continue Reading
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News
20 Apr 2018
Twilio SIM cards simplify IoT connectivity
Twilio has released programmable SIM cards for IoT connectivity. The Twilio SIM cards connect to the vendor's APIs for voice, text and data communications. Continue Reading