It’s Time to Make Bots Sound Less Bot-Like

It’s already common for bots to allow us to select their voice from a menu. Why not take it a bit further and allow us to select more human-like voices?

Avaya Braces for Big Changes to Avoid Chapter 11 Again

A new CEO and old problems set the stage for turbulent times ahead at Avaya.

Ericsson Completes Vonage Acquisition

Ericsson intends to leverage Vonage to expand its mobile networking business into broader enterprise communications.

Would You Like an App with That?

Anyone responsible for customer call centers should look to their local fast food drive-thru lanes for inspiration.

Phone Booth For Sale

A digital transformation initiative at TalkingPointz has created some surplus equipment. It’s time to sell the world renown TalkingPointz Phone booth, complete with a rotary payphone. The phone booth has been utilized by the tele-rati. For sale: One original blue,…

Bandwidth and Alianza Partnership Targets CSPs

Bandwidth and Alianza plan a “sell-with” go-to-market strategy, as the communications service provider market is seeing new growth with private-label solutions.

Queuing Theory

A long hold time does not necessarily mean too much demand. I think a lot about queuing theory. Today, it’s mostly about contact centers, but in the old days it was basic voice engineering. Most telecom engineers today missed all…

Exploring 3 Alternatives to an Enterprise M365 Subscription

Enterprise IT leaders might be missing out on great UCaaS offerings by simply going with Microsoft and not doing an analysis of competitive services.

What to Expect at NICE’s Interactions Live 2022 Event

The CCaaS provider’s upcoming conference will set the priorities for a lot of organizations — and competitors.

TalkingHeadz with Sippio COO Dawn-Marie Elder

Direct Routing and Operator Connect for Microsoft Teams allowed providers to benefit from the explosive growth of Teams. However, coming up with a differentiated offer isn’t easy. That’s one of the topics we cover with Dawn-Marie Elder, COO of SIPPIO….

TalkingPointz Insider April 2022

The Most Important Enterprise Communications News from April 2022 This may be be the shortest Insider yet (6 pages). It seems the news pipe was drained last month at Enterprise Connect. Funny what happens after an annual event takes place…

Lumen’s New Way to Service Old Customers

The Lumen Cloud Communications service aims to transform legacy voice services into modern, cloud-based ones.

With Poly Buy, HP Sees Growth Opportunity

Poly’s product lines are about to get boosted by HP’s access to markets and resources – and HP’s about to get access to the growing enterprise video market.

Supply Chain Shortages: Here We Go Again

I recently noticed that there weren’t many ships at the Tacoma Port. I was wondering where they all were. Eureka. They are in Shanghai. I initially learned this from a tweet. With Shanghai in a near total lockdown, this is…

My New Apple M1 Mac

I recently received my new Apple Mac with the M1 processor. I will be honest, I was skeptical and fearful of this machine. It does NOT use an Intel CPU chip. The chip it uses has an entirely different microcode…

Insider Report March 2022

The Most Important Enterprise Communications News from March 2022 The Days of Our Lives: I have often complained that the lowly calendar (Outlook and Google Calendar) has been neglected for far too long. Everything, particularly collaboration, revolves around the calendar,…

TalkingHeadz with Josh Little of Volley

Async comms are old school. Think of real letters and even email – easy, boring stuff compared to real-time communications. Real-time comms are marvelous and largely what the enterprise comms sector was built-on, however it has a few problems. Namely,…

CCaaS Embraces Video Channels for Better Customer Interactions

Video is already normalized among the user base and has business benefits in customer service.

Dialpad Extends Contact Center Capabilities

The relaunched Dialpad AI Contact Center service will include two new products for customer engagement and self-service.

Google Chrome Enterprise Recommended Track Expands Contact Center Partners

CCaaS providers Dialpad and UJET are now verified to meet the technical and support standards for the Chrome browser and Chrome OS.