Posts By Michelle Burbick

Twilio Homes In On Customer Engagement

Michelle Burbick | September 19, 2017 |
Releases a visual builder tool aimed at getting business users in on the fun of creating communications workflows.

Slack Reaches for New Frontiers

Michelle Burbick | September 13, 2017 |
Introduces shared channels for cross-organization collaboration and new localized versions, and lays out vision to turn every business into a virtual coffeehouse.

AI & the Enterprise: Let's Chat About the Hype vs. Reality

Michelle Burbick | August 30, 2017 |
Join our live Twitter chat today, Aug. 30, from 4 to 4:30 p.m. ET, using the #NJchat hashtag.

Cisco Takes Spark Security to Next Level

Michelle Burbick | August 21, 2017 |
Aims to minimize enterprise risk of using team collaboration apps with enhancements around security, compliance, analytics, mobile device management, and more

Google Boosts Cloud Speech API

Michelle Burbick | August 14, 2017 |
New features and additional language support extends capabilities and reach of company's speech conversation technology.

Genband CEO: Kandy to Sweeten Digital Innovation

Michelle Burbick | July 26, 2017 |
Company sees its CPaaS offering as a way to help enterprises and service providers cross the digital divide.

Zeroing in on Genband's Future

Michelle Burbick | July 13, 2017 |
In the wake of its Sonus merger announcement, Genband preps for Perspectives partner and customer conference.

Cisco Jasper Aims to Empower Business Use of IoT

Michelle Burbick | June 27, 2017 |
Shifts market strategy with advanced Control Center offering, rolls out premium security and traffic segmentation services, adds Spark integration, and more.

Video Collaboration: Living in the Age of Co-opetition

Michelle Burbick | June 16, 2017 |
Video news continues to roll out, much of which is tied to vendor partnerships.

Video Conferencing, Full Steam Ahead

Michelle Burbick | June 06, 2017 |
Video enhancements on tap from a variety of vendors.

Turning Emotion into Call Center Data

Michelle Burbick | June 05, 2017 |
Talkdesk rolls out sentiment and mood feedback mechanisms, with one early user, ParkWhiz, reporting drastic improvement in ability to capture customer satisfaction ratings.

Genesys-ININ Merger Can't Stop Quicken's Bet on Cloud Contact Center

Michelle Burbick | June 01, 2017 |
Quicken continues transforming its contact center operations in the midst of the Genesys-Interactive Intelligence integration.

Polycom, Zoom Connect in Video Collab

Michelle Burbick | May 25, 2017 |
Launch Zoom Connector for Polycom, bridging video room experience to the cloud.

Twilio Takes Comms APIs to Next Level

Michelle Burbick | May 24, 2017 |
Introduces "declarative APIs," positions itself to solve more end-user problems.

Genesys Unveils New Customer Engagement Model

Michelle Burbick | May 22, 2017 |
New G-Nine customer success model brings in AI, bots, IoT, asynchronous messaging, and app automation to enhance the digital customer experience.

Cisco on AI: The 'Future of Collaboration'

Michelle Burbick | May 22, 2017 |
With new Cognitive Collaboration group, Cisco deepens its commitment to giving a 'voice' to Spark.

Twitter Chat: Time to Talk about Collaboration Endpoints

Michelle Burbick | May 09, 2017 |
Join our live No Jitter Twitter chat tomorrow, May 10, from 4 to 5 p.m. ET, using the #NJchat hashtag.

Talkdesk: Partner Ecosystem Essential to Enterprise Aspirations

Michelle Burbick | May 09, 2017 |
Launching a new partner app store, Talkdesk sets its sights on the enterprise.

Slack Enhances Search, Guest Management

Michelle Burbick | May 05, 2017 |
Users can now find more relevant people and channels, and admins can manage guest accounts to keep teams secure.

Cisco to Acquire SD-WAN Provider Viptela

Michelle Burbick | May 02, 2017 |
Rounds out its SD-WAN portfolio while continuing its transition to a software-centric business model
 

Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

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Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

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September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

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

September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
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.