An Insider’s Guide to Enterprise Communications News – August 2019
Here is the enterprise communications news you need to know from August, 2019
Signal: The most significant event this month was Twilio Signal. Threeish major announcements within a stream of news. Twilio Conversations is effectively a network-level omnichannel API for conversations across SMS, MMS, chat, and Whatsapp. It’s very clever, but needs more channels (they will come). The new Media Streams API lets developers access conversational data in real time. The API could be used for services such as transcription, sentiment, and recording. Twilio also previewed a very clever service called Verified by Twilio that offers a more capable and authenticated caller-ID for app-related calls.
A positive event, but muted — at least to my expectations. Perhaps it was because Moscone was a bit too big, or perhaps because Flex wasn’t the dominant theme (there were 25 UCaaS and CCaaS analysts in attendance). Or maybe it was because several of the Flex testimonials came from the same companies as last year.
In 2019, Flex isn’t the CCaaS killer that many expected in 2018 — but don’t ignore it. The Conversations API is a foundational capability with disruptive potential. See TalkingPointz event wrap-up video.
Glance: I attended a half-day Glance event for analysts on the future of visual engagement. This is effectively the next generation of co-browsing with the addition of a live agent thumbnail on the screen (desktop or mobile/web or app) with agent markup (one way video).
I’ve been predicting “this technology will go mainstream next year,” for about a decade now. I especially thought it would take off after Amazon’s 2013 Mayday launch, but it remains the exception not the rule. Excuses like “our agents have faces for radio” keep omnichannel customer engagement behind the cameras.
This year I’m sticking with “next year,” especially in the video-first world that’s occurred in the past year. Not to mention all this blabber about customer experience being more important than products. Vidyo was my go-to player in this space, but its portfolio is uncertain after acquisition. It was nice to meet Glance — this is all they do.
Zoom Updates: Zoom continues to innovate at an accelerated pace. Improvements on its platform this month include that presenters can now see video participants (up to 25 or 49 depending on client). Screen share also now automatically changes and mutes notifications. Windows clients can now also share audio in Zoom Rooms. Breakout rooms now have captioning and can even be preassigned by the host.
Poly announced that Zoom certified the Poly Studio for Zoom Rooms. Also, Poly is running a promotion for RealConnect Service for Microsoft Teams through June. RealConnect Service facilitates the move to Teams for users with legacy video equipment. The promo offers customers with qualifying endpoints up to a year of service.
Lifesize added screen sharing and support for dark mode to its mobile clients. Web and desktop users got scheduling improvements including a new Outlook add-in. Lifesize also updated the way browsers trigger the launch of the installed app. There’s also a few updates for administrator including a join via Skype for Business link.
Rumpus for Windows: I’ve always been impressed with Oblong, and it’s nice to see it adapting some of its innovative, multistream approaches to software. The company created Rumpus a few months back. Rumpus adds additional streams, and it allows more nonverbal cues in content-heavy virtual meetings. For example, every user can simultaneously share content, every user’s mouse can be seen on the content, and emojis can indicate reactions to content. Rumpus was already working with BlueJeans and Webex, and became available as a desktop client for Windows in August.
Zendesk Smooches: Zendesk added WhatsApp as a fully integrated channel. This integration comes from its recent acquisition of Smooch. This utilizes WhatsApp Business accounts and allows customers to seamlessly connect from WhatsApp. The sessions are routed through the Zendesk agent interface without any modifications or training on the agent side.
It’s a great concept, but WhatsApp Business is in this odd beta/controlled-release phase. Zendesk claims it has been able to get about 1K businesses approved for WhatsApp Business. The channel is particularly important in APAC where WhatsApp is so dominant. The current Integration is limited to text chats.
Genesys PureBridge: Genesys provided an update to analysts on its PureBridge competitive displacement program. The program intends to eliminate the barriers to competitive displacement and cloud-delivered services. The program is optimized to displace Avaya.
Google Conversational AI Updates: Google expanded its TTS service with an additional 11 languages and 76 new voices. Newly added languages are Czech, English (India), Filipino, Finnish, Greek, Hindi, Hungarian, Indonesian, Mandarin Chinese (China), Modern Standard Arabic, and Vietnamese. The TTS service also added 76 new voices and variants. This gives Google’s Conversational AI a total of 32 languages and 187 voices. The most human-like voices are WaveNet voices. These produce the speech on demand rather than paste together pre-recorded words. Google now offers 95 WaveNet voices in 33 languages.
I don’t expect chatbots to offer a significantly improved experience over IVRs. It might be generational, but I have trouble picking my words when a chatbot asks why I’m calling. They usually have to prompt me with, for example, “Say ‘I have questions about my bill’ if you are calling about your bill.” “Press 1 for billing” is easier. However, I am seeing that the tech does have some promise, particularly around operational benefits. The obvious key benefit over an IVR is the ability to go off script. Less obvious benefits include automatic call categorization and other insights. Google reports that it has over a million developers on its Dialogflow platform.
Google AI for CC is essentially built around a conversational core capability that enables Insights, Agent Assist, and Customer Assist. We are supposedly nearing GA, and a few pilot customers are showing some impressive results.
Pinpoint: Amazon Pinpoint released Campaign Metrics and Application Metrics APIs to programmatically access a subset of campaign metrics or KPIs that appear on the Amazon Pinpoint console. This means easier access to campaign performance data. It also simplifies integration with existing reporting tools.
Tony Bates Posted: I get a lot of questions about how Tony Bates, the new CEO, will change Genesys. We still know very little. Both his short keynote (at Xperience19 in June) and his post this month “My First 100 Days” addressed personalized customer interactions. Perhaps there will be more at the G Summit in Amsterdam in a few weeks or the Analyst Summit (Ashford Castle, Ireland) later this year.
UCaaS Wave: Forrester published its UCaaS Wave (Q319) featuring nine providers. The Leaders were Cisco, Fuze, Microsoft, and RingCentral. Not too different from Gartner’s MQ Leaders last month (also four, but they included 8x8 instead of Fuze). The differences relate to the evaluation criteria and weightings. Forrester Waves are more transparent with scoring.
The Wave and MQ are conceptually similar, but different in many ways. Forrester weighted Team Messaging the highest at 20%, followed by Meetings at 15%, and voice/video infrastructure was at 10% (there’s a total of 15 categories). Forrester also put a lot of emphasis on a unified app.
Team Messaging at 20% seems high for a UCaaS report, particularly since the topic was obscure just five years ago. Also, room-based video support at only 2% seems very low for a sector that is largely leading with video. Gartner appears to have placed considerable emphasis on owned and controlled technologies where it wasn’t a requirement with Forrester. Both firms foresee the commoditization of voice, and value the bundle — Forrester with workstream collaboration and Gartner with office productivity suites.
It raises the question, what should be bundled? Slack doesn’t do UCaaS or conferencing natively, so it’s positioned as a best-of-breed point solution. Microsoft is the mother of all bundles. While a lot of attention goes to Teams and Slack, there’s still a lot of room for differentiation. There’s opportunity to differentiate workstream collaboration apps with security, compliance, UI, verticals or other segments, AI, native federation, and more. I would like to see more providers lead with video or messaging.
Skype is now considered a telecom service (covered by telecom laws) in the Netherlands. The move comes after a European Court ruled in early June on a case between Skype and the Belgian telecom regulator BIPT. Telecom service providers in the Netherlands are regulated if they offer fixed and mobile numbers. Providers must adhere to several national requirements including intercept requirements and 112 emergency services. The judge did not accept Microsoft’s arguments that SkypeOut uses regulated SPs. My guess is SkypeOut will be discontinued in the Netherlands.
NEC Updates SV9000: This month NEC announced a new release for the SV9000 series UC servers. Along with the update comes a new line of desktop telephones (DT500 and DT900 series). The SV9500 platform is available as both virtualized software and as dedicated appliance. Deployments can scale via networked servers to 192K users (analog, digital, and IP). A new SV9500SE mini appliance is targeted at small businesses. On-board apps include InUC for conferencing, collaboration, and document sharing; InGuard for toll fraud protection; InHotel for hospitality and PMS integration; and InAnchor to prevent drift into the future. :)
Chime History: Amazon Chime now shows a list of recent incoming, outgoing, and missed calls to help users quickly redial, reply with a message, or return a missed call. Customers can also see 1:1 voice and video calls in call history. If Amazon Chime Business Calling is enabled, users also can see calls to and from their business telephone number. Call history is synchronized across all devices running Amazon Chime. I’m glad “Chime” is getting more UCaaS capabilities because video apps don’t ring.
Avaya to be Acquired? We are about a week away from Avaya’s self-imposed commitment to share the outcome of its review of strategic options. The two rumors I keep hearing are Mitel and a PE deal coupled with a major cloud provider such as RingCentral or Vonage.
Anything can happen. The Mitel deal is likely a reverse merger, Avaya actually acquiring Mitel. I shared some thoughts in this NoJitter Post. There’s less known about potential PE partnerships, which means it is probably less likely. I hosted a panel discussion on the possibilities here.
Most of the media seems concerned with Avaya’s pace of transition to the cloud. That doesn’t concern me so much, especially with regard to enterprise contact center, which seems content with premises-based or private cloud implementations. The bigger concern is the loss of customers. This can reverse once Avaya clarifies its ownership situation and communicates its portfolio strategy.
This is undoubtedly a very difficult time for Avaya. Its executives must be under intense pressure and scrutiny. The sooner they can get past this the better. Regardless of the outcome, there’s still the matter of implementation (current strategy or an integration). I’d like to see Avaya continue independently.
August Updates to Teams: Microsoft added three new meetings features to Teams this month. The content camera it demonstrated at EC19 is now supported in Teams Rooms. It has a ghosting feature similar to the Dolby Room solution found on Highfive, BlueJeans, and others. There’s a new SfB option to move meetings (not chat and voice) to Teams. Users can now share local audio in a Teams meeting. More information and other features are shared in this post.
Slack Improves Security: After last year’s EKM hit that doesn’t offer end-to-end encryption, the company announced even more security improvements this month (that still don’t support end-to-end encryption). While corporate data on Slack isn’t particularly secure, it is in line with most alternatives (including Microsoft Teams). Security of IT systems must be measured in degrees. Slack’s updates are mostly focused on administrative improvements. A new admin dashboard is coming. Administrators will also get the ability to restrict content uploads to approved IP addresses. While administrators will enjoy the granular controls, hackers will also appreciate the reduced clutter in the data they pillage.
iOS Apps Restricted: Apple made a change to make things more difficult for Facebook, but others will also be impacted. An iOS change expected next month will restrict background OTT activities. Currently, apps can run a calling service in the background that is capable of a variety of services. Now, background calling is restricted to calling. The move limits Facebook and other OTT apps to less functionality than iMessage. I suspect the change will impact numerous enterprise apps as well.
Telegram’s New Features: Can enterprise messaging apps still learn from consumer apps? I think so! Telegram, which now claims over 200M users, announced several clever features. Muted Messages means no audible alert on new messages, and the sender controls it by pressing and holding the send button. Slow Mode puts a forced delay period between messages with the intent of creating a more orderly conversation. Videos now have visible thumbnails during fast forwarding, so it’s possible to share a video with a designated start point with queued videos. Telegram and Signal are emerging as the primary non-Facebook alternatives to WhatsApp.
The New Threaded Messaging: The Verge reported that Facebook is developing a new messaging app called Threads as a companion app to Instagram. It allows users to automatically share their location, speed, and battery life with “close friends,” along with the more typical text, photo, and video messaging services. TMI.
Other Slack Announcements: A new API allows developers to integrate automated Slack workspace creation into their applications. Rather than starting from scratch when a new workspace is created, users can select from pre-configured templates. This is very clever. Templates save time and increase consistency. A new Announcements channel simplifies enterprise-wide communications. The Announcements channel allows admins to limit who can send messages and who can respond, so the channels stay clean and limit chatter.
OMG! Squad is the new place for teenage girls. The messaging app supports video chat and screen share. Without any marketing, the startup has collected 450K registered users in eight months, 70% of whom are teenage girls. Squad cites that users have donated 1M hours to Squad calls.
Hangups Delay GChat: Another month, more changes in Google Messaging. Google announced that the big updates to Hangouts Chat (expected this fall) are now delayed until "no sooner than June 2020." The delay is in response to G Suite user feedback requesting more time to migrate from Hangouts to Hangouts Chat. Those who can’t wait can apply to enter the Accelerated Transition Program. Hangouts Chat offers numerous upgrades from the current Hangouts app and will someday provide a new alternative to MS Teams, Webex Teams, Slack, and other workstream apps.
Also, YouTube killed its in-app messaging feature. In its announcement, YouTube doesn’t say much about the motivation.
A Good Month for Samsung: This month Samsung launched three products that enterprises may find interesting: Note10, Tab S6, and Book S. This took place at its Unpacked event, which also featured a surprise guest appearance by Microsoft CEO Satya Nadella. Also this month the US-China Trade war intensified, which benefits Samsung and hurts Apple.
Samsung’s new devices appear to be very good. It is dominating the Android market and making some very smart partnerships such as the one with Microsoft. The new Note10 has more Microsoft in it than any other Android phone including Outlook, OneDrive, and Your Phone. As neither Apple nor Google is a likely candidate, Samsung is a logical mobile partner for Microsoft.
The Note10 is arguably the best Android smartphone on the market. The Tab S6 is without question the best tablet. However, it’s DeX and the new Galaxy Book S that deserve attention from business customers. DeX is not new, but it’s an evolving solution for turning a smartphone or tablet into a desktop with a normal-sized display, keyboard, and mouse. It’s Ideal for a service worker who uses the mobile on the job and then does “paperwork” in the van. The Galaxy Book S is an ultrathin, ultralight laptop with a 13.3” touchscreen. It’s fanless, LTE ready, powered by a Snapdragon processor, and capable of going 23 hours on a single charge. The questionable part is the special ARM-based version of Windows. It’s a matter of compromise — the limited functionality of Android apps or the limitations of a lightweight Windows OS.
Mobile devices are rapidly becoming as/more powerful than desktop platforms. DeX and the Galaxy Book S along with Android 10, iPadOS, Chromium, and ChromeOS, and others are a wave of devices built for mobility and cloud, with high energy efficiency and strong security. We are already seeing ARM-based phones, cars, thermostats, televisions, projectors, and more. Room systems will be the next wave.
Smartphones Impacted by Dumb Trade: The US and China continue to escalate the trade war, and the impact on the smartphone sector is significant. Samsung is well-positioned in the US and Europe. Huawei and other Chinese brands will accelerate in China and parts of Asia. Apple is the most vulnerable due to an expected double-hit: declining sales in the US due to higher prices from tariffs and declining sales in China due to tariffs and patriotism.
The new tariffs announced at the end of August will affect Apple products including Apple's iMac computers, components necessary for iPhone repairs, storage components for iPhones, the Apple Watch, AirPods, HomePod, and certain Beats headphone models, according to Bloomberg. iPhone models won't be impacted by tariffs until mid-December. Apple is expected to introduce three new smartphone models in September.
The tariffs on Chinese goods are taxing Americans for buying Chinese stuff with the intent of getting China to negotiate. The near-term benefit is these taxes indirectly address enormous US budget deficits.
Mobile-First Police Cars: I’ve been writing about the emerging post-PC era. This month Samsung reported that police in Chicago are piloting Samsung devices with DeX as a replacement for their existing in-car computer systems. The officers are using police apps on Galaxy smartphones that can be docked in the squad car with a larger display and keyboard. All officers in Chicago’s 11th should be using the DeX system by the end of the year. This makes a lot of sense to me. Mobile devices and operating systems are lighter, cheaper, and more secure than Windows and MacOS. They turn on instantly and natively support cellular connectivity.
Android 10 is Coming … and Becoming Secure: Android 10 is coming in a few weeks. The theme: security (of course). Google is using this Q release as its transition from dessert names (probably because there’s no good desserts that start with a Q). Here are some of the updates: Developers must adhere to a consistent Privacy and Location UI. TLS 1.3 and disk encryption are required on all new devices. That’s the new, more flexible file-based encryption, not full disk encryption. Also, expect to see first gen features for desktop-like services (think DeX).
iOS updates: Apple surprisingly released iOS 13.1 beta before the release of iOS 13. The new beta has mostly consumer-ish features. A few that may apply to business apps include shortcut automation, share ETA, improved mouse support, HEVC improvements, and AirPods volume indicator.
Enterprise Chromebooks: Google and Dell have partnered to create enterprise-oriented Chromebooks. The time is right. New enterprise management tools are being created for these devices.
Windows 10 Gets Improved Tablet UI: Microsoft is testing a new tablet mode for convertible PCs that keeps the taskbar icons and optimizes File Explorer for touch.
Facial Recognition Regulation: Facial recognition is becoming a flashpoint for regulation. Though it’s being implemented faster than regulators can control it. There are lots of questions regarding consent. Do shoppers in a store or pedestrians on a sidewalk grant access to profiling? Inevitably, the concern will shift to participants (not just employees) in a conference room.
Facial recognition is obviously going to impact credit cards, logins, and tickets. In comms we have already seen autoframing and virtual name tags, but it’s only just begun. Expect the elimination of passwords, real-time truth meters, emotion detection, visual-based sentiment analysis, and much more.
In the US, several cities have blocked the use of facial recognition. The European Commission is now planning regulation that will give EU citizens explicit rights and protections regarding facial recognition that will bolster protections above existing GDPR restrictions. Of course, both the technology itself and its regulation will unleash unintended consequences.
Who’s Listening? It was an interesting month for virtual privacy, err, virtual assistant privacy. Lawmakers are not so sure about how Amazon, Apple, Facebook, and Google are using humans to train their assistants. Revealing humans are listening created privacy concerns. It’s odd because when Google demoed Duplex, people freaked to discover the machine was not a human. The public doesn’t seem to care if it’s a human or a machine, but wants absolute clarity. That’s not reasonably possible because machines leave trails for humans.
The responses to the privacy crimes varied. Amazon announced changes to its terms that let users opt out of human review of their recordings. Google and Facebook (transcription) suspended (for now) human listeners. Apple issued a public apology and then updated its program. Apple now defaults to opt-out for Siri recordings and promises that no third-party contractors will hear the recordings (because only contractors can violate privacy). There will also be a clear, simple opt-in button if desired.
Facebook shows us the complexity of transcribing conversations. Facebook users can opt for Facebook to transcribe audio clips, but those clips may include someone else’s voice. It only takes one person in the conversation to opt-in to transcription. Thus, humans are hearing recordings without consent or even notice to the speaker.
Apple is well-positioned to differentiate with security as its revenue model does not harvest user information. This theme is becoming increasingly clear. This month Apple touted privacy as a key feature of its new credit card.
It’s Not a Choose One World: Okta data tells us that Slack and Zoom are among the fastest-growing cloud products inside organizations using Office 365. This aligns with a Nemertes survey of 600 businesses that 42% of organizations using apps like Slack and Microsoft Teams support at least two Team Collaboration solutions. And the majority of those businesses said they planned to keep it that way. Users tend to expect at least some choice.
Tandem raised $7.5M in seed funding with a valuation of more than $30M. Tandem offers one-click calling where a second click shares a screen. Tandem also has video calling and document collaboration options and shared rooms. Tandem has elements of Slack, Zoom, Asana, and GitHub.
SignalWire, known better as FreeSWITCH, announced the closing of an $11.5M series A funding round. Storm Ventures led the round joined by institutional investors Samsung NEXT and Sequoia Capital (Sequoia Scouts) and by Eric Yuan (CEO, Zoom), Dean Drako (Founder, Barracuda Networks), Yahoo's Jerry Yang (AME Cloud Ventures), and Ron Neuenberger (Angelfire). The funding will be used to accelerate development of SignalWire's cloud communication platform. SignalWire is living the Digium dream — can it avoid the Digium nightmare?
Cisco Makes Two Acquisitions in August: Cisco Collaboration announced its first acquisitions (both in one month) since BroadSoft (announced Oct 2017). The first was Voicea, then came CloudCherry. Voicea is intended to improve Webex Collaboration, and CloudCherry improves the customer experience. These are the first acquisitions since Amy Chang assumed leadership of Cisco Collab in May 2018. Both companies have an AI angle, and both will fuel cloud services.
Voicea, previously known as Voicera, offers speech-to-text technologies such as real-time meeting transcription, voice search, and meeting highlights/action items. Cisco intends to use Voicea’s technology to enhance its Webex portfolio including the Webex Assistant. The Webex Assistant, launched last April, was at least partially powered by the 2017 acquisition of MindMeld. Cisco open sourced its MindMeld platform last May. Webex Assistant lets users speak their desire to start video meetings, check room availability, and control conference room hardware.
Personally, I think the speech UI is tech seeking an application. However, transcription services are very powerful. Companies like Amazon, Apple, Google, and Microsoft have a head start in virtual assistants thanks to free testing and development from their consumer users. Zoom is using Otter.AI, and Cisco is working to develop/expand its in-house capabilities in this critical area.
CloudCherry is all about journey mapping, voice-of-the-customer, surveys, and other elements of what’s being called Customer Experience Management (CEM). It’s highly complementary to contact centers, but has general applicability for any business with customers.
For more information on Cisco CloudCherry, see this TalkingPointz Research Note on CloudCherry (included to full subscribers).
Blue Ocean Beams Robots: Telepresence robot maker Beam was acquired by Blue Ocean Robotics, a Denmark-based “Robot Venture Factory.” (Beam was a division of Suitable Technologies.) The deal includes the IP, Beam employees, hardware, and other related assets to Beam. Beam produces small (a few kilobucks) and large ($15K) Beam robots. Financial terms of the deal were not disclosed. If you ever see a telepresence robot, put a “Kick Me” sign on its back.
Marketing Technology News: Marchex Leverages AI; Launches Sales Edge
Vonage Acquires Over.ai: Vonage announced intent to acquire certain assets from Over.ai, a Tel Aviv-based Voice and Conversational AI provider. Vonage is acquiring Over.ai's technical team and intellectual property for general incorporation into its VBC portfolio. This should be viewed as an acquihire: 23 AI-experienced engineers are joining Vonage's R&D technology hub in Tel Aviv. AI is already changing enterprise communications, and mastery or inclusion in the portfolio will differentiate top providers. Several UCaaS providers have already made AI acquisitions including 8x8 and Dialpad). The alternative, which works for now, is to integrate AI technologies from Amazon, Google, or Microsoft into the portfolio, but there’s a risk here regarding control and differentiation. Expect more UCaaS and CCaaS providers to announce AI-related acquisitions and partnerships.
Ross & Baruzzini (& COMgroup): COMgroup was acquired by Ross & Baruzzini, an international communications consulting and engineering firm. The larger group means more expertise and more services. Terms were not disclosed. Consolidation isn’t just for industry providers and vendors.
Intermedia Acquired Telax, a Toronto-based CCaaS provider. Financial terms were not disclosed, but Intermedia expects Telax to contribute additional annualized revenue of $250M. Most UCaaS providers have now made a CCaaS acquisition. There seems to be more CCaaS providers than buyers at this point. Acquisitions have proven to be very effective for Intermedia.
Intermedia is listed as Other Magical Providers to Consider in the recently published TalkingPointz Research Note: Magical UCaaS Providers Without a Quadrant (included to full subscribers).
Siris acquires TPx: Affiliates of Siris agreed to acquire U.S. TelePacific Holdings Corp., better known as TPx Communications (TPx). TPx offers (Cisco BroadWorks-powered) UCaaS, contact center, managed security, managed WAN, and other managed IT and network services. Terms of the transaction were not disclosed.
Between Cisco’s focus on BroadCloud and Gartner’s MQ requirement for owned and controlled software stacks, the BroadWorks providers (many of which were UCaaS pioneers) are feeling tongue-tied. However, there’s nothing inherently wrong with the business model. Other provider engines, such as 2600Hz and FreeSWITCH, appear to be growing.
I expect there will be more consolidation in the BroadWorks community. There are two general plays to watch for: PE investors such as Siris will roll multiple providers into a single brand (with cost savings and brand momentum) or other providers with their own stack will acquire providers for customer-base migration.
This Month’s Goodreads
- Telegram Was Built for Democracy Activists. White Nationalists Love It.
- Zoom's rise carving market share from Microsoft, Cisco
- Inside DeepMind's epic mission to solve science's trickiest problem
- The First iPhone was a LandLine
- Oakland Coliseum CEO Steps Down Because of Conflict of Interest
- Big Tech Shares Lose Their Luster ($)
- A.I. Is Learning From Humans. Many Humans. ($)
- You Won't See Quantum Internet Coming
- Is It Time to Let Employees Work from Anywhere?
- Experts predict how AI will transform the workplace
- EU plans sweeping regulation of facial recognition
- Ring Says It Doesn't Use Facial Recognition, But It Has “A Head Of Face Recognition Research”
- All Things Distributed
TalkingPointz Research Note: Magical UCaaS Providers Without a Quadrant (Verizon, Vonage, and Zoom)
Research content is included in Premium subscriptions.
September (*TalkingPointz will be there)
- Huawei Connect, Shanghai*
- Mitel Analyst Day, Dallas*
- Cisco Contact Center Summit, Miami
- Genesys G-Summit, Amsterdam
- Five9 CX Summit, Las Vegas
- RingCentral Analyst Day, San Francisco*
- GITEX, Dubai*
- NTT Analyst Summit, London
- Workplace by Facebook Flow, San Francisco
- Illinois Institute of Technology, Chicago
- Poly Analyst Day, San Francisco*
- Zoomtopia, San Francisco*
- Talkdesk Analyst Summit, San Francisco
- Slack Frontiers, London
- Vonage Analyst and User Conference, San Francisco*
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