Zoom is strongly associated with video, so it’s no surprise that it would build its CCaaS with native video capabilities.
The transition from work from home to hybrid is about more than where you work.
The rate of innovation is spectacular, the provider landscape is changing, and services are expanding.
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.
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.
The 2022 edition of the Innovation Showcase will highlight six companies on the cutting-edge of customer service and engagement.
Ericsson joins the enterprise communications space and looks to tap Vonage’s CPaaS to provide APIs to 5G providers.
The premises-based opportunity shouldn’t be discounted in the cloud era.
Vonage aims to stake out a claim in the growing area of conversational commerce with its acquisition of Jumper.ai.
Committing to its CCaaS ambitions, Dialpad acquires omnichannel digital engagement provider Koopid, making it the third such acquisition in the last two months.
Cisco is primed to discuss the hottest enterprise communications topics and trends, including hybrid work, at next week’s WebexOne event.
RingCentral unites UCaaS and CPaaS.
Most customers encounter loyalty-eroding problems, and we must remember to exercise our voice when appropriate.
Microsoft’s Operator Connect is more disruptive than many realize.
Dialpad reaffirms its commitment to CCaaS with latest acquisition.
At Forever 21, customer engagement is evolving, and it appears to be doing so by eliminating what most would describe as a contact center.
It’s time to turn up the heat on distributed, at-home teams.
The future of work is less about physical places and more about changes in behaviors, processes, and attitudes.
Modularization of UCaaS services is emerging as the new best-of-breed opportunity, as evidenced in this latest example of the decoupling of carrier services from UC.
UCaaS provider parlays video elements from Highfive acquisition plus voice smarts to push ahead on meetings, adds informal collaboration tool, and more.