Contact Center/Customer Experience

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

Ghost in the UC Machine

Darc Rasmussen | October 31, 2016 |
Frightening hacks and bugs can afflict your unified communications system any day of the year. Happily, there are ways to protect yourself.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | October 21, 2016 |
Today's collection of what's hot and happening includes bites of news from Microsoft, Cisco, ALE, Actiance, LiveOps Cloud, and FairPoint Communications.

Enterprise Connect 2017: Get Ready for Fresh Faces, New Content, Hackathon!

Beth Schultz | October 20, 2016 |
Twilio CEO and IPO darling Jeff Lawson to join other newcomer keynoters from Microsoft and Cisco for a week likewise packed with brand new programming

G-Force 2016: A Peek at What's Next for Genesys

Chris Vitek | October 20, 2016 |
VR data visualization, AI, Omnichannel, and Skype for Business-UCMA integration were highlights of the event -- not to mention a new pair of underwear, compliments of Hurricane Matthew.

CaféX Bringing Omnichannel to Microsoft Dynamics 365

Sheila McGee-Smith | October 19, 2016 |
The companies have teamed on development and put a joint engineering road map in place to achieve deep integration.

inContact and NICE: Post-Acquisition Plan Unveiled

Sheila McGee-Smith | October 17, 2016 |
Five product initiatives aim to put inContact at the same level as enterprise-caliber contact center solutions from the biggest competitors.

Digital Transformation: Tangerine Banks On It

Sheila McGee-Smith | October 11, 2016 |
This Canadian bank serves as a digital proof point, continuously innovating with online and mobile services to improve the customer experience.

No Jitter Roll: This Week in Enterprise Communications

Michelle Burbick | October 07, 2016 |
This week's collection of what's hot and happening includes Microsoft investment news, Avaya's networking play, Altocloud's Salesforce integration, AT&T's SD-WAN strategy, and Genband's patent trials.

Customer Service Physics and the Impact of Self-Service

Tim Pickard | October 06, 2016 |
While your customer service organization marvels at how far it's come, customers see how much further you still have to go.

Cisco, Salesforce Kick It Up in the Contact Center

Sheila McGee-Smith | October 03, 2016 |
Company execs, as well as a mutual customer, share details on how Cisco Customer Care and Salesforce Service Cloud can or could work together.

4 Essentials for Going Global with your Contact Center

Max Ball | September 27, 2016 |
Providing support for global operations is a serious endeavor, but with the right contact center technology, it’s doable.

Microsoft Ignite: Skype for Business Cloud PBX Solutions a Key Focus

Sheila McGee-Smith | September 23, 2016 |
Since the Office 365 E5 release, Microsoft has focused on identifying remaining gaps that need to be filled by partner solutions to provide a robust Cloud PBX solution.

Contact Center Feature Use Evolves

J.R. Simmons | September 22, 2016 |
The way in which businesses want to use contact center technology is changing -- but will the vendors foster or stifle that change?


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.