Contact Center/Customer Experience

Avaya 2.0: View from Inside

Sheila McGee-Smith | October 18, 2017 |
New CEO shakes things up to drive innovation, as I learned in a conversation with top executive.

Best for Business: Text Messaging, Enterprise Style

Sponsored by AT&T | October 18, 2017 |
As AT&T explains in this sponsored post, employee and customer engagement today calls for business-grade text messaging.

Catching a Glimpse of New Avaya

Dave Michels | October 17, 2017 |
Through customer demos and a first-time appearance of new CEO, Avaya gave a peek at its future self at last week's GITEX conference in Dubai.

noreply@: Downfall of Traditional Call Centers

Tsahi Levent -Levi | October 16, 2017 |
At this stage in 'omnichannel' contact centers, all I want is the ability to reach back to your business in the channel through which you communicated with me.

Are Your Comms Apps ADA Compliant?

Matt Brunk | October 13, 2017 |
Based on a Florida case, businesses can expect any virtual presence to come under the same legal requirements for providing access as physical locations.

Check Out the Enterprise Connect 2018 Program!

Beth Schultz | October 12, 2017 |
EC18 is the place to get the learning you need to prepare for your next moves.

Which CPaaS Do You Use Now?

Marty Parker | October 10, 2017 |
In the new era of enterprise communications, the communications platform-as-a-service model will drive innovation and fuel transformation.

WebRTC Applied

Gary Audin | October 06, 2017 |
What’s the future of WebRTC, and is it going to bring the next-level online communication we’ve been waiting for?

Battle for UC Supremacy Lies With Data: Advantage Microsoft

Zeus Kerravala | October 05, 2017 |
Microsoft needs to stop chasing the point product vendors and work to a goal that only it can -- using data to inform and influence the collaboration experience.

Oracle to Launch Customer Engagement Cloud Service

Beth Schultz | October 02, 2017 |
Builds on WebRTC Session Controller as platform to spur mobile-first, omnichannel cloud-based service.

VoIP Phones: Which Vendor Rates Best in Customer Satisfaction?

John Malone | October 02, 2017 |
Mitel and Fanvil are in the Eastern Management Group Top 10 Leaders, with Unify and Polycom among the Best-Of-The-Best.

Apple Business Chat: Tough to Beat on Messaging, Mobility, Brand

Jon Arnold | September 26, 2017 |
As messaging reaches into the contact center, Apple becomes an important company to watch.

Cloud PBX or Cloud Contact Center? 5 Questions to Ask to Help Make the Call

Sponsored by West | September 25, 2017 |
In this sponsored post, West shares considerations for making sure you've got the right system in place to meet your customer communications requirements.

The Day Chatbots Took Over the World

Dennis H. Goodhart | September 21, 2017 |
As interest in AI soars, chatbots have become a regular way of interacting and doing business.

Team Chat Is Dead, Long Live Team Collaboration!

Irwin Lazar | September 21, 2017 |
No longer just about messaging, team chat is now the basis for most collaboration vendors' collaboration and digital workplace offerings.

Case Study: Customer Engagement with Virtual Cognitive Agents

Chris Vitek | September 21, 2017 |
How one major oil-and-gas company turned to AI to improve its customer support operations

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.

Talkdesk Tackles Mobile Context

Sheila McGee-Smith | September 12, 2017 |
Launches a real-time capability for providing contact center agents with mobile in-app context.

Moving Your Contact Centers to Real-Time Resolution

Blair Pleasant | September 12, 2017 |
As one surgery management company has learned, integrating UC and cloud contact center solutions can lead to improved experiences for agents and customers.

WhatsApp Coming to a Business Near You!

Zeus Kerravala | September 11, 2017 |
It's all about providing choice to consumers.


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

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


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

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

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

September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
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.