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Bots Rule, Agents Drool

An agent-centric view of customer service remains the gold standard for customer experience – but there’s a strong case to be made that bots are already doing customer service better

UCaaS and Cellular Together in Perfect Harmony

By converging mobility and UCaaS, organizations can once again implement a rational enterprise-wide communications plan

Boycott the Banning of Meetings

Blaming meetings for impeding productivity is like blaming a hammer for shoddy construction

Insider Report 7-1 (Jan 2023)

The Most Important Enterprise Communications News The Most Important Enterprise Communications News Welcome to the new format for the TalkingPointz Insider Report. Since their origin seven years ago, the TalkingPointz Insider Reports have been published monthly. The monthly format offered…

Enterprise Connect 2023 Is Seeking Innovation

The Innovation Showcase provides a glimpse of tomorrow’s technologies. Enterprise Connect exhibition newcomers are encouraged to apply.

The Convergence and Evolution of Enterprise Calling

The disruptive aspects of enterprise calling convergence have significant impacts on UC/UCaaS providers and channels.

On Returning Avaya to Glory

There were two sets of discussion last week about Avaya. One was the various interpretations related to its 8-K filing. The other discussions were related to the company’s transformation strategy after a briefing with industry analysts last week. I don’t…

Recapping the Top 5 Comms Acquisitions of 2022

M&A activity in the communications space slowed this year but expect more move in the new year.

Taking Video Meetings to Where No Meeting Has Gone Before

The Artemis space mission isn’t just one small step for man; it’s one giant leap for communications technology.

UNIVERGE BLUE: Talks Like a Cloud, Sells Like a Box

The new offering from NEC offers channel partners the favorable economics of selling hardware while providing customers the benefits of UCaaS and CCaaS.

Zoom Expands Into Email and Calendar

Can Zoom disrupt the email and calendar market that Microsoft and Google have dominated? Potentially, here’s why.

The Emerging Next Generation of Remote Meetings

Videoconferencing technology has come a long way – and it’s still moving toward a better meeting experience.

CCaaS Adoption to Accelerate

Recent announcements and economic changes will accelerate the adoption of CCaaS.

Real-Time Recorded Week 41 2022

I often record these “weekly” updates with Zeus Kerravala, but I don’t normally post them on TalkingPointz. We used to do these about 3 times a month. This year, for various reasons, we slowed down. After about a two month…

Salesforce, Slack Just Changed Team Messaging

Slack takes on Microsoft Office with its recently revealed Canvas feature.

Zoom Phone Local Survivability: Zoom Phone’s Hybrid Moment

The hybrid office conversation needs to extend to resilient architecture. Zoom’s first hybrid workload addresses this need.

Zoom Phone Local Survivability: Zoom Phone’s Hybrid Moment

The hybrid office conversation needs to extend to resilient architecture. Zoom’s first hybrid workload addresses this need.

Perspectives on Zoom Perspectives 22

I have to admit that I am getting burned out on remote analyst events. I know I should prefer them. Online events are less expensive and more efficient, but we just haven’t nailed them yet. While in-person events are slowly…

The Convergence and Evolution of Enterprise Calling

The disruptive aspects of enterprise calling convergence have significant impacts on UC/UCaaS providers and channels.

What Goes Well With UCaaS Meetings?

It’s time to wonder what adjacent services will improve a UCaaS platform’s value.