Contact Center/Customer Experience

Build or Buy: The Great Contact Center Debate

Michelle Burbick | December 20, 2016 |
New options on the market are giving legacy out-of-the-box contact center solution dealers a run for their money.

Millennials Drive New Order of Customer Experience

Michael L. Szilagyi | December 20, 2016 |
Four technologies will help businesses succeed with this demographic.

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.

Salesforce LiveMessage: From Notifications to Conversations

Sheila McGee-Smith | December 13, 2016 |
Conversational text messaging allows for a truly interactive exchange between customer and agent.

AI Systems: The Brains Behind the Bots

Robert Lee Harris | December 08, 2016 |
Artificial intelligence and machine learning technology hold a lot of disruptive potential for the enterprise.

The New Genesys: Juggling AWS and Azure

Sheila McGee-Smith | December 07, 2016 |
Aims to keep problems at bay by separating product management activities into discrete organizational units.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | December 02, 2016 |
Today's collection of what's hot and happening includes news tidbits from Tata, ShoreTel, Cisco, Atlassian, Dialpad, Voss, and Toshiba.

Don't Expect Chat Bots to Get Anywhere Anytime Soon

Tsahi Levent -Levi | December 01, 2016 |
Despite the blind rush, we still have lots more research to do before we start developing really useful chat bots.

Salesforce Communicating Contact Center Message

Chris Vitek | November 30, 2016 |
A continuing look at how Salesforce intends to support communications as a feature within its Service Cloud

Avaya Ready to Sell Off Contact Center Business?

Beth Schultz | November 25, 2016 |
Latest reports out of the financial press suggest Avaya is close to offloading its contact center business and potentially heading into bankruptcy.

The Rise of Cloud Comms: Insight from No Jitter Research

Beth Schultz | November 23, 2016 |
Our second-annual Cloud Communications Survey charts growing interest in a variety of service types.

Erasing Hybrid UC Misconceptions

Marty Parker | November 22, 2016 |
With hybrid UC, optimal solutions for each distinct group of internal and external users must co-exist with each other.

The Big Reveal: Powered by BroadSoft

Sheila McGee-Smith | November 21, 2016 |
This traditional provider of service provider SMB solutions wants to move upmarket -- and come out from behind the scenes.

No Jitter Research: 2016 Cloud Communications Survey

Beth Schultz | November 17, 2016 |
Explore results from No Jitter's second-annual survey on cloud communications.

Can Foresight be 2020?

Eric Krapf | November 16, 2016 |
Enterprises need to start thinking beyond the immediate horizon, and we'll guide the way in a one-day conference-within-a-conference at Enterprise Connect 2017.

Manpower Still Needed in Automated Future

Unitt Ashley | November 15, 2016 |
Contrary to dystopian assumptions, a bot-driven future arguably wouldn't mean less manpower.

Together as One: Skype for Business Cloud PBX, Contact Center

Chris Stegh | November 09, 2016 |
Microsoft and partners work to bring contact center into the Skype for Business cloud ecosystem.

How to Deliver Cloud-Tested Customer Experience

By Mike Burke | November 07, 2016 |
As you plan your cloud transition, understand the importance of advanced testing in assuring the capacity and quality that you expect.

Gamification Plays Well in the Contact Center

Gary Audin | November 04, 2016 |
A winning strategy involves a full feedback cycle of engage, enable, and incentivize.

"Times They Are A-Changin'" for Contact Centers

Blair Pleasant | November 02, 2016 |
Why this Bob Dylan classic is apropos for the revolution in customer experience happening today


Enterprise Connect Orlando 2017
March 27-30 | 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

Special Offer - Save $200 Off Advance Rates

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

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

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

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.