Posts By Sheila McGee-Smith

Avaya Takes Critical Next Step in Bankruptcy Process

Sheila McGee-Smith | August 07, 2017 |
Company enters into plan support agreement, files amended plan of reorganization, announces leadership transition... starting to see light at the end of the tunnel.

NICE inContact Update: The Story Behind CXone

Sheila McGee-Smith | July 31, 2017 |
NICE introduces unified cloud platform... and maybe a slight strategic shift.

'Habitat Soundscaping': You Didn't Know You Needed It

Sheila McGee-Smith | July 28, 2017 |
... but Plantronics did, based on its own employees' open office experiences

8x8 Delivers Millennial-Ready Contact Center Enhancements

Sheila McGee-Smith | July 19, 2017 |
New release focuses on 'collaborative performance management' and improved analytics.

Five9 Takes on the World

Sheila McGee-Smith | July 12, 2017 |
Announces far-reaching architectural changes for its cloud contact center service as part of summer software release.

Five9, Genband Formalize Partnership

Sheila McGee-Smith | June 14, 2017 |
Look to play off each other's respective expertise in cloud contact center and real-time communications in better serving enterprise and service provider customers.

Genesys Differentiates with Blended AI Approach

Sheila McGee-Smith | May 30, 2017 |
Introduces Kate, customer service-specific artificial intelligence meant to assist and work with contact center agents.

inContact and NICE: Smarter and Faster

Sheila McGee-Smith | May 15, 2017 |
Together form a complete, omni-channel, WFO and analytics-rich portfolio.

inContact Survey Shows IVR Least, Web Chat Most, Satisfactory Channels

Sheila McGee-Smith | May 01, 2017 |
Satisfaction overall, the study shows, hovers at around 40% -- far from ideal.

Digital Crisis or Redemption: The Uncomfortable Truth

Sheila McGee-Smith | April 06, 2017 |
Dimension Data's much-anticipated customer experience benchmarking report illuminates differences between actual and desired interaction channel mix.

IoT: Customer Experience Leading the Way

Sheila McGee-Smith | April 03, 2017 |
The Bosch Connected Parking case study shared at Enterprise Connect serves as a perfect example.

AWS Announces Amazon Connect

Sheila McGee-Smith | March 29, 2017 |
Enters the contact center space with a splash at Enterprise Connect

Cisco Spark Meets Customer Care

Sheila McGee-Smith | March 28, 2017 |
Cisco unveils a digital customer support solution for help desks and small teams, and Altocloud announces a Sales Communications Solution built on the Spark platform.

Genesys Flexes Its Acquisition Muscles

Sheila McGee-Smith | February 27, 2017 |
Silver Lining enriches Genesys’s WFO portfolio.

Aspect Charts Course 'Via' CCaaS

Sheila McGee-Smith | February 27, 2017 |
Multitenant contact center-as-a-service offering, deployed in the AWS cloud, expands Aspect portfolio.

Avaya Partners with Spoken for CCaaS for BPOs

Sheila McGee-Smith | February 21, 2017 |
With this announcement, Avaya and Spoken have aligned their roadmaps toward including Oceana, Breeze, and Equinox into ConversationCenter moving forward.

Masergy to Offer CCaaS

Sheila McGee-Smith | February 08, 2017 |
Becomes one of the first providers to offer a cloud contact center service based on BroadSoft's CC-One.

Avaya Keeps Crown Jewel, Contact Center

Sheila McGee-Smith | January 20, 2017 |
With a Chapter 11 bankruptcy filing comes the end of company's gambit to sell off its contact center business for much needed cash.

Salesforce CTO Shares Look Ahead

Sheila McGee-Smith | January 17, 2017 |
Co-founder Parker Harris candidly discusses integration challenges, global expansion, the services portfolio, and the AWS relationship.

Royal Bank of Canada Deploys Video Banking 2.0

Sheila McGee-Smith | December 15, 2016 |
Video banking moves from room-based systems at local branches to customer computers, tablets, and mobile devices.
 

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.