Is It Time to Do Away With the Agent Title?
To improve customer service, we need to acknowledge that everyone (not just the contact center) is responsible for customer care.
Online Meetings Are Virtually Here to Stay
Expect rapid innovations to continue, providing a better experience inside and outside the meeting room.
Which Way to CCaaS?
With the contact center rapidly emerging as an innovation center, it’s important to understand the different ways to go about purchasing CCaaS.
Reselling UCaaS: Why This Model Is Gaining in Popularity
A look at how 8×8, Mitel, and 2600Hz approach the resale model for their cloud-delivered services
Pay Attention to Pricing Models: The Other Disruption in Communications
Usage-based models are coming, and there may be a cost or expense to ignoring it.
5 Reasons Why Chromebooks Make Sense for Agents
As we move the contact center from premises-based solutions to cloud-delivered CCaaS, we should also examine the agent’s device.
The Newest UCaaS Provider: No Wires Attached
T-Mobile partners with Dialpad to become the latest enterprise UCaaS provider.
The Next Big Thing in UCaaS: You!
As managers and supervisor struggle to monitor remote employee productivity and efficiency, UCaaS vendors are responding with built-in and standalone monitoring and productivity products.
Contemplating CCaaS? Consider These Issues.
CCaaS evaluations are easier when you start with some philosophical boundaries.
‘Viva’ Teams
Microsoft launches employee experience platform, with Teams playing a central role in this new approach to employee engagement.
Digital Transformation is Calling…You Must Answer
The real opportunities lie in business model changes.
Digital Transformation is Calling…You Must Answer
The real opportunities lie in business model changes.
Unify Office by RingCentral Lands in the U.S.
RingCentral’s strategic partnerships share many similarities, but the one with Atos has two major differentiators.
Content Moderation at Work
Many of the rules affecting social media also pertain to enterprise communications. Censorship, net neutrality, and antitrust are hot topics of conversation.
The Top 10 UC Acquisitions of 2020
From Salesforce buying Slack to Verizon purchasing BlueJeans, 2020 has been another notable year for acquisitions.
Evolution of CPaaS: Voice is Next
Voice-enabled services will be predominantly cloud-delivered from providers of UCaaS, CPaaS, or both. Let’s look at the evidence.
Mitel CEO Sets Sights on the Mid-Market
Mary McDowell recaps 2020 in this Q&A.
The Need for Speed in UCaaS
Automated testing is a critical step toward rapid innovation.
Examining the Magic Quadrant for UCaaS
Zoom joins the Leader Quadrant, alongside 8×8, Cisco, Microsoft, and RingCentral.
Virtual Events are Unreal and Here to Stay
But there’s hope they will improve.