Menu

Zoom’s New Contact Center Offering: Your Calls Are Important to Us

Zoom is strongly associated with video, so it’s no surprise that it would build its CCaaS with native video capabilities.

Take this Job and Hybrid It

The transition from work from home to hybrid is about more than where you work.

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.

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.

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.

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.

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.

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.

Feeling Uneasy About Customer Service: Here’s Why

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

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

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

Dialpad Expands Full-Service CCaaS with Self-Service

Dialpad reaffirms its commitment to CCaaS with latest acquisition.

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.

Planet in Crisis: A Call for Keeping WFH in Place

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

The New Normal Has Arrived

The future of work is less about physical places and more about changes in behaviors, processes, and attitudes.

RingCentral, Bandwidth Forge BYOC Partnership

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.

Dialpad Closes Meetings Gap

UCaaS provider parlays video elements from Highfive acquisition plus voice smarts to push ahead on meetings, adds informal collaboration tool, and more.