Vonage Buys Into Conversational Commerce

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

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,…

Feeling Uneasy About Customer Service: Here’s Why

Most customers encounter loyalty-eroding problems, and we must remember to exercise our voice when appropriate.

The Deal is Off: Five9 and Zoom

The headline is that Five9 and Zoom mutually agreed to terminate their merger. I suspect the Five9 shareholders rejecting the deal had a lot to do with it. In this post I expected Zoom to sweeten the deal, but figured…

Microsoft Set to Launch Operator Connect, What's Next?

Microsoft’s Operator Connect is more disruptive than many realize.

Chrome Enterprise CCaaS – New Paper

I switched to a Chromebook for travel in 2018. It was a bit of a personal challenge to see if one can survive on such a limited device. I still use it exclusively on travel, and it’s not a limited…

Final Countdown: 5, 9, Zoom

A decision is about to be made. The Five9 shareholders are about to vote or more specifically approve or reject the acquisition by Zoom. Zoom’s acquisition of Five9 is a great concept with a flawed execution. There’s a lot of…

T-Mobile for 55+

If you are 55+ or older, T-Mobile has a great plan for you. And, you can have up to 4 lines on their plan…just one person needs to be 55+, everybody else can be younger. It’s the best postpaid deal…

Dialpad Expands Full-Service CCaaS with Self-Service

Dialpad reaffirms its commitment to CCaaS with latest acquisition.

Undoing the UnCarrier

With John gone, T-Mobile is sliding back into being a regular ol carrier. My biggest gripe is that the information on their website contradicts itself. It will state that “Stateside Calling” calls are 20₵ a minute in the feature description…

US Approach to Cellular Towers is Wrong

Why is the US cellular system among the worst in the world? My experience is that when I travel to other countries is that there are no dropped calls, there are no coverage gaps, and speeds are remarkably faster than…

CCaaS the New Black? Fashion Retailer Reimagines Customer Engagement

At Forever 21, customer engagement is evolving, and it appears to be doing so by eliminating what most would describe as a contact center.

The case for mandatory cellular roaming

Traditionally we have placed a very high priority on reliable communications in the event of an emergency. It’s been a national priority that we can not only call 911, but that we can reach each other if there is a…

What Became of the Telecom Gold Standard for Reliability?

The United States used to have the most reliable communications system in the world? Now, it is one of the worst. What happened? And why don’t people seem to care? The standard in 1975 for Central Office reliability was that…

Planet in Crisis: A Call for Keeping WFH in Place

It’s time to turn up the heat on distributed, at-home teams.