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Security Concerns Penetrating Enterprise Communications

As cloud services mature, the differences between enterprise communications providers are less about features and speeds, and more about the robustness infrastructure. And that’s where security comes in. Here are some recent announcements suggesting a more secure future for enterprise…

NICE Frees its ElevateAI Transcription Service

NICE sees ElevateAI as an opportunity to build its pipeline: help smaller customers today for free, with the hopes of winning future business.

Microsoft Teams Dances into Global Wireless with Tango Networks

The new solutions expand the reach of Teams to a higher percentage of an enterprise’s workforce, including frontline workers in retail, delivery, transportation, and in-home services, across a higher percentage of the world.

Organizations Should Focus on NPS

There’s a lot of change occurring in Customer Service. AI is disrupting just about every workflow and process, but there are some things that shouldn’t change. NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes…

ChatGPT is Causing Everyone to Hallucinate.

With ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.

Hotdesking is Critical for Hybrid Office Success

Hotdesking has become the champion growth technology for enabling hybrid work.

Digital Customer Support Still Lags

There’s many times where digital makes more sense. What I don’t understand is why so many companies are making it an unnecessarily painful experience.

Avaya Emerges from Chapter 11

With its new capital structure, the company can pursue new market opportunities while enhancing its customer service and support capabilities.

New 3D-Like Meetings, Courtesy of an Old Technology

Logitech and Steelcase are using an old trick to ‘spice’ up meetings. If you’ve ever been to the Haunted Mansion, you’re already familiar with it.

Enghouse Interactive brings IoT Capabilities to “All-in-One” CX

New CX Suite combines omni-channel contact center, unified communications and IoT capabilities.

UJET Launches Native Workforce Management Solution

The WFM offering will help streamline and leverage available operational data

Celebrating Innovation in Collaboration at #EC23

Presenting the Innovation Showcase Companies to be highlighted at Enterprise Connect 2023.

Vonage Flaunts its Ericsson 5G Connection

The company could be looking to solve the OTT problem at the network layer

UCaaS Licensing Models Add Complexity to UCaaS

As UCaaS providers move toward a more modular pricing model for their services, it’s an open question how features get developed and whether users are willing to pay for them.

Time to ReInvent Collaboration?

This year, the Innovation Showcase at EC23 is looking for new ideas in collaboration.

Avaya Files for Chapter 11

Avaya filed a prepackaged bankruptcy with intent to exit Chapter 11 within 90 days—a much shorter process than the company’s 2017 bankruptcy.

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.