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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

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.

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.

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.

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.

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.