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We Can Expect CCaaS to Continue to Evolve in 2022

The rate of innovation is spectacular, the provider landscape is changing, and services are expanding.

#MarshallFire Update

TalkingPointz World Headquarters is located within the #MarshallFire burn zone. The structure still stands, but it’s damaged. Unfortunately, many of my neighbors lost their entire homes. The #MarshallFire started somewhere in Southwest Boulder sometime around eleven in the morning on…

My 2021

It’s that time again: time for the  TalkingPointz annual report.   You can see previous annual reports by modifying the year in the URL. I take back all those mean things I said about 2020. 2021 was bad to the bone….

2022 Unfiltered

At this time of year, there’s lots of posts and videos on the trends and future of whatever. This is the first time though that I was able to share these thought on an entirely new platform. I’ve known Joe…

The Top 10 Enterprise Communications Acquisitions in 2021

It was a big year for M&A – especially if the companies involved were well-positioned to expand on the demands of a geographically distributed, always-on workforce.

Thoughts on Avaya Engage 21

It’s all about experiences. That was the theme of Avaya Engage #ExperiencesThatMatter.  I attended the Avaya Engage conference this month. This event is part user group (IAUG) and part Avaya Expo event. The last one I attended was in January…

4 Communications Providers That Might Go Public in 2022

Dialpad, Genesys, and Talkdesk raised funds recently and might be heading to an IPO, and Intermedia already filed for an IPO, which will have implications for the larger communications industry.

EC 2022 Innovation Showcase: Taking CX to the Next Level

The 2022 edition of the Innovation Showcase will highlight six companies on the cutting-edge of customer service and engagement.

Record and Transcribe your Phone Calls

Have you noticed that since Covid-19 the people at call centers are a LOT ruder? I’m not quite certain what happened, but the people in most of the call centers have become short-tempered, rude, and even aggressive. This is especially…

Ericsson to Acquire Vonage in CPaaS, 5G Play

Ericsson joins the enterprise communications space and looks to tap Vonage’s CPaaS to provide APIs to 5G providers.

Why Mitel Went All in on Premises-based PBX

The premises-based opportunity shouldn’t be discounted in the cloud era.

Quick Thoughts on RingCentral and Mitel

It is rare when industry news is both surprising and predictable at the same time. After markets closed yesterday, RingCentral and Mitel announced a new partnership. On the surface it looks similar to previous RingCentral partnerships with Avaya, Atos, and…

Webex Go Goes

Based on the conversations and questions occurring, I feel a need to explain Webex Go. It’s actually a breakthrough product announcement, but it’s hard to appreciate what’s happening here because some of the benefits sound familiar. From the Cisco blog…

Vonage Buys Into Conversational Commerce

Vonage aims to stake out a claim in the growing area of conversational commerce with its acquisition of Jumper.ai.

The Empty Promise of #5G

Nobody can explain to me why 118 megabit speeds are any more important to me than 35 megabit speeds on my cell phone. Why do I care? How does its make any difference to me in any way? I just…

Dialpad is on a Multi-Channel CCaaS Journey

Committing to its CCaaS ambitions, Dialpad acquires omnichannel digital engagement provider Koopid, making it the third such acquisition in the last two months.

Webex is New Again

Cisco is primed to discuss the hottest enterprise communications topics and trends, including hybrid work, at next week’s WebexOne event.

The Application Becomes a Platform

RingCentral unites UCaaS and CPaaS.

What Stewart Said

It’s not that we need Slack (or other solution) because we might work in multiple places, we need Slack (or other solution) because location is irrelevant to how we now work.

Covid to End in 15 Months

We’re all hunkering down for the long haul of living with Covid. But it may not go that way. It may just end. Abruptly. Covid-19 is a coronavirus, just like SARS and MERS. Every variant of Covid-19 is a coronavirus,…