Contact Center/Customer Experience

Moving Beyond Uber: Crafting a Comms API Future

Beth Schultz | May 25, 2017 |
As Twilio deals with reduced business from Uber, it builds out its API portfolio with an eye on easing the way for enterprise developers.

Avaya Bankruptcy: Hearing on Reorganization Plan Delayed

Phil Edholm | May 25, 2017 |
While court due to address networking sale today, review of proposed reorganization plan postponed until late June.

Twilio Takes Comms APIs to Next Level

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

Will AI Fantasies Live Up to the Hype?

Rajeev Shrivastava | May 24, 2017 |
Artificial intelligence is being put to use in meaningful ways, but it's definitely not the solution to every problem.

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.

Verizon Releases Tap-to-Talk SDK for Mobile Apps

Beth Schultz | May 19, 2017 |
New service enables seamless shift from self- to agent-assisted service within mobile apps, while maintaining enterprise security controls.

inContact and NICE: Smarter and Faster

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

Saving the World from Call Centers

Eric Krapf | May 10, 2017 |
Customer experience meets hard ROI in the contact center, meaning AI business cases will emerge and enterprises will be motivated to pursue them.

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.

BroadSoft Adds PaaS to Cloud Portfolio

Beth Schultz | May 08, 2017 |
Gives service providers, and large enterprises, another entry point in the transition to cloud services.

Zendesk Uses Machine Learning to Improve Customer Service

Zeus Kerravala | May 04, 2017 |
Aiming for the "wow" factor, CRM company rolls out next-generation knowledge solution for improved customer experience.

Why You Need to Always Test Your IVR System

Mike Burke | May 03, 2017 |
Keeping your configuration in peak condition will help ensure it has the latest functionality for meeting customer needs.

Messaging, Chatbots, AI: Finding the Enterprise Opportunity

Jon Arnold | May 02, 2017 |
The natural fit is in providing a consumer-like customer experience, but first companies must address the 'contact center paradox.'

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.

Taking Communications to the Cloud

Sponsored by Flowroute | May 01, 2017 |
Discover three cloud communications options in this sponsored post by Flowroute.

RapidSOS Fires Up New Idea for Wireless E911

Michael Finneran | April 28, 2017 |
This startup wants to take a page from Google Maps to solve the location accuracy problem that plagues wireless 911.

Digital Transformation All About Speed

Beth Schultz | April 28, 2017 |
Change isn't easy, but it is necessary, as Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition, shares in our latest No Jitter On Air episode.

Where Is the Enterprise Communications Industry Headed?

Elka Popova | April 26, 2017 |
Reflections from Enterprise Connect 2017

Pick the Right Battle: Robocalls Over Net Neutrality

Michael Finneran | April 25, 2017 |
At issue is a universally intrusive annoyance to virtually everyone with a phone, and a key component of countless dubious and outright fraudulent schemes.


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

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

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.