Contact Center/Customer Experience

Speech Tech for Enterprise... With a Caveat or Two

Michelle Burbick | February 15, 2018 |
Many signs point to speech tech heading into the enterprise, but is it really ready?

Be a Data Security Champion for Your Contact Center

Tim Critchley | February 15, 2018 |
Even if data security isn't part of your job description, here's why you must prioritize minimizing risks.

Text: The Hottest Mobile Topic at EC18?

Michael Finneran | February 13, 2018 |
Text has become indispensable as both a communications tool for business users and for interacting with customers.

Altocloud & Cisco: A Win-Win-Win

Zeus Kerravala | February 12, 2018 |
Altocloud is now part of Cisco’s SolutionsPlus partner program, a combination delivering value to both companies and their customers.

CoreDial Buys Voice4Net to Up Contact Center Game

Sheila McGee-Smith | February 12, 2018 |
The move is the latest reflecting need to offer integrated UCaaS/CCaaS services.

Slack Enterprise Grid Grows Up

Michelle Burbick | February 07, 2018 |
Slack shares enterprise platform milestones one year after launch.

Best of Enterprise Connect 2018: Presenting Our 6 Finalists

Michelle Burbick | February 06, 2018 |
Judges have selected six finalists for the Best of Enterprise Connect award, having vetted 38 companies with an eye toward factors like innovation and business impact.

Your IVR Doesn't Have to Suck

Jim Freeze | February 05, 2018 |
Four ways companies can implement IVRs so they actually delight consumers

Cisco, BroadSoft Now as One

Beth Schultz | February 02, 2018 |
With acquisition now closed, Cisco gains UCaaS might via BroadSoft's large service provider network.

Avaya Has 'Spoken'

Sheila McGee-Smith | January 31, 2018 |
Acquisition of BPO cloud partner gives Avaya CCaaS platform and accelerated path to integration.

Avaya Updates Contact Center, UC Portfolios

Beth Schultz | January 31, 2018 |
Intends to "leave no customer behind" as it evolves its product lines for an intelligent, cloud-based experience.

Entering Avaya's New Endpoints Era

Alaa Saayed | January 30, 2018 |
Avaya communications endpoints team talks strategy now that the company has emerged from Chapter 11.

Avaya: Think Cloud... & Blockchain, IoT, and AI

Beth Schultz | January 30, 2018 |
Avaya executives describe the pillars of its future in opening addresses at Avaya Engage.

Avaya Fuels Digital Transformation Plans

Zeus Kerravala | January 30, 2018 |
Acquires cloud contact center provider Spoken for platform on which it can build a differentiated customer experience.

Culture Trumps Technology

Erin Leary | January 29, 2018 |
A travel misadventure serves as a reminder of how important getting people and processes in sync is to technology success.

Avaya Users: From Contingencies to Strategic Planning

Stephen Leaden | January 26, 2018 |
This is an interesting and excellent time to be an enterprise customer.

Knocking Down Barriers to Effective Communications

Matt Brunk | January 19, 2018 |
Remember the simple stuff.

Genesys Sees Subscription Pricing as Step to Cloud

Michelle Burbick | January 18, 2018 |
Customers can subscribe to on-premises software on their path to the cloud.

Keeping It Fresh at EC18

Beth Schultz | January 17, 2018 |
Enterprise Connect program broadens with addition of Industry Vision Addresses from six companies driving change.

Avaya CEO: Running to Win

Dave Michels | January 17, 2018 |
Jim Chirico has laid out his course for 2018 and beyond, as he discusses in this Q&A.

Check out this recap of Enterprise Connect Orlando 2017, and register now to join us in 2018 and save $200 off or get a Free Expo Plus Pass.

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!

February 21, 2018

Business agility has become the strongest driver for enterprises to begin migrating their communications to the cloud-and its a benefit that enterprises are already realizing. To gain this benefit

February 7, 2018

Enterprises are starting to grasp the critical importance of security and compliance in their team collaboration deployments. And once the risks are mitigated, your enterprise can integrate these n

January 24, 2018

Communications, collaboration, and contact center systems are all being delivered from the cloud, to more enterprises each year. With the cloud growing in strategic importance, the question is what

February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
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 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.