EXPERT ARTICLES & PODCASTS

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Jon Arnold
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To help make more sense as to where Ribbon will land by Perspectives19, here’s a summary of the bright spots and points of caution that resonated for me from the conference.

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Phil Edholm
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The Business Communications market is ever more complex and challenging for both users and administrators. The intent of this article is to present a structured...

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By
Tracy Venters
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If you are a marketing person today, nobody cares about your “offline” skills. Everybody wants a digital marketer. Yet eCommerce currently makes up only 10% of all...

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By
Nicolas De Kouchkovsky
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Referring to Salesforce Service Cloud as a new entrant in the customer interaction management space is almost an oxymoron. I spoke with Bill Patterson, who became its...

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By
Michael Finneran
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In defense of the technology, radio is just tough to do. Think about it. We are sending waves of electromagnetic energy that nobody can see or feel through free space, detecting it up to several miles away (much farther if we’re using a satellite), amplifying, correcting (that’s what “FEC” is about) and finally decoding the information so someone can see it or hear it.

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By
Blair Pleasant
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In this Industry Buzz podcast the BCStrategies Experts address a variety of recent news items.
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By
Blair Pleasant
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My next conference is the Cloud Comms Summit, taking place in (outside of, actually) Washington, D.C. on June 27. Produced by the Cavell Group and the Cloud...

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By
Peter Bernstein
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Collaboration is not a goal. Rather it is a strategically applied integral part of project management journeys—from concept to realization—coupled with attention to...

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By
Dave Michels
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Not long ago, meetings were what happened between spurts of productive work. Today, meetings are increasingly where the work gets done. The e-board is one more tool...

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By
Tracy Venters
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A recent study sponsored by NewVoiceMedia claims that U.S. companies are letting an estimated $75 billion per year slip into the pockets of their competitors due to...

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By
Tracy Venters
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Enterprises are deploying AI for a number of use cases including call center automation, marketing campaigns, customer self-services and internal employee processes....

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By
Evan Kirstel
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Few would argue that any kind of public safety incident represents a potentially complex problem to solve, but what are viable and lasting solutions to problems that...

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By
Evan Kirstel
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In the rush to embrace convenience and lower operational costs, voice quality often gets the short end of the stick. Cellular service and voice over IP (VoIP) are two...

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By
Blair Pleasant
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If you happen to be in the London area on May 16-17, be sure to attend UC Expo, the largest Unified Communications and Collaboration event in Europe. The theme of the...

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By
Phil Edholm
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Three weeks ago, Cisco held their annual Collaboration Summit in Phoenix. I decided to wait a week to write about the event to let my thoughts congeal.

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By
Jon Arnold
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It’s not often I have two events in the same week, but that’s what unfolded recently, and being the only BC Expert to attend both Monage 2018 and Cisco Collab Summit...

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By
Blair Pleasant
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Goodbye Spark, hello Webex (lower case e). At the 2018 Cisco Collaboration Summit in Phoenix, Rowan Trollope and the Cisco team made A LOT of announcements, including...

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By
Evan Kirstel
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What UC does for any size business is provide a multi-view approach to communications. By integrating voicemail into emails, communications can be shared, distributed...

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By
Michael Finneran
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In this Industry Buzz podcast, BCStrategies Experts Michael Finneran, Dave Michels and Phil Edholm discuss the magnitude of the Avaya Mobile...
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By
Phil Edholm
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Identity and identity management have become hot topics. In the web world, identities have emerged as the way we manage our online relationships when they move beyond...

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By
Michael Finneran
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Since the introduction of Unify’s Project Ansible (later renamed “Circuit”), by most measures the first enterprise team collaboration solution, I have been among a...

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By
Nicolas De Kouchkovsky
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In the first part of this article, we covered Twilio’s Flex announcement and the evolving enterprise contact center landscape. In this second part, I want to cover...

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By
Blair Pleasant
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Five9 surveyed thousands of consumers and business decision makers for its inaugural Customer Service Index, focusing on Consumer Expectations and Behaviors with...

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By
Dave Michels
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It started informally. Something I did casually for myself and a handful of regular clients. But now, for about a year, I’ve regularly published a monthly,...

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By
Michael Finneran
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At Enterprise Connect 2018 last month, a resurrected Avaya surprised both the contact center and carrier businesses by announcing it was forming a group to offer toll...

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By
Sara Uzel
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In my view, the more valuable approach is to assess the impact on ROI of new functions and capabilities on productivity, customer satisfaction, and operational cost...

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By
Blair Pleasant
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Atos held its Global Industry Analyst conference in Boston, with a day set aside for analysts covering Unify (a standalone division of Atos), where a group of...

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By
Nicolas De Kouchkovsky
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Enterprise Connect has become the flagship event for the communication industry. I didn’t attend the show but was able to follow it through all the announcements made...

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By
Peter Bernstein
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Facebook is just one of thousands of organizations that collect and use/abuse our personal information. The spotlight on Facebook has justifiably led to an urgency...

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By
Dave Michels
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Will AI Replace the Humans in the Contact Center? The short answer is yes.

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By
Phil Edholm
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Today Plantronics began the process of purchasing Polycom for $2B. This acquisition continues the consolidation in the industry, now in the UC peripherals space....

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By
Phil Edholm
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In this Industry Buzz podcast, Phil Edholm leads a discussion about SD-WAN. BCStrategies Experts on the call include Ashish Jain, Sara Uzel, and J.R...
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By
Jim Burton
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In this Industry Buzz podcast, the BC Experts from BCStrategies review Enterprise Connect 2018, held March 12-15 in Orlando. Jim Burton moderates the...
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By
Tracy Venters
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Recently, at Enterprise Connect, I met with several vendors ranging from those providing team collaboration applications, to many forms of tools for the contact...

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By
Blair Pleasant
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Another Enterprise Connect has come and gone, and there were tons of new announcements. The one that stood out in my mind was ...

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By
Jon Arnold
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I often write recaps of industry events, and I have first impressions to share for Enterprise Connect in two regards. First, I’m getting my thoughts organized while...

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By
Phil Edholm
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There were two big “new” solution topics at this year’s event, team workspaces and artificial intelligence. While both have been discussed in the past, this year they...

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By
Kevin Kieller
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In this Executive Insight video podcast, Kevin Kieller of BCStrategies is joined by Robert Davis, CVP, Skype Business Services & Office Product...
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By
Evan Kirstel
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Has your healthcare experience been markedly improved by technology yet? Perhaps you’ve been using a fitness tracker, or enjoy easy access to your medical notes...

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By
Jim Burton
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In this Industry Buzz Podcast, Jim Burton leads a discussion previewing BCStrategies' participation at the upcoming Enterprise Connect 2018. Twelve...
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By
Blair Pleasant
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At its first analyst conference, Five9 gathered key contact center industry analysts in Ft. Lauderdale to hear about the company’s strategy, direction, and financial...

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By
Tracy Venters
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There is another technology that you may not have heard of as it was only recently made possible through the repeal of net neutrality last December: Network Slicing...

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By
Michael Finneran
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Once again this year Eric Krapf and Beth Schultz have asked me to help assemble the mobile program for Enterprise Connect (EC). This is always one of my favorite...

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By
Blair Pleasant
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While the cloud is appropriate for companies of all sizes, SMBs in particular are turning to cloud services as an easier, more effective way to meet their business...

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By
Sara Uzel
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A “Customer Contact Strategy” incorporates every aspect of the customer relationship with the business. Understanding customer preferences is part of that strategy...

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By
Tracy Venters
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As I expanded my search into what vendors list as IoT case studies I sometimes had to chuckle. Just as when the term “Unified Communications” was first a thing and...

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By
Dave Michels
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It’s the calendar app — not email, not conferencing, not UC, not room systems, not even...

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By
Phil Edholm
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Join me for a webinar with Frozen Mountain on Tuesday, March 6, 2018 at 2:00pm ET/11:00am PT that will focus on how WebRTC can be used in a range of use cases and...

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By
Nicolas De Kouchkovsky
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Zendesk has become a important participant to watch in the customer interaction management space....

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By
Jon Arnold
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I’ve been involved with TMC and their ITExpo event long before UC was a thing, and having just returned from the 2018...

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News

Guest, Staff & Vendor Contributed Articles

By
BCStrategies
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Hotels are demanding lower costs to maintain their performance amid pressure from competitors. All of this opens up a greenfield opportunity for Service Providers.

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By
BCStrategies
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Martello, a provider of network performance management solutions for real-time communications, announced today that it has closed a non-brokered private placement of...

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BCStrategies
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Audio specialist Sennheiser has launched the SDW 5000 Series, specifically created for today’s mobile, collaborative workplaces and designed with businesses’ future...

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BCStrategies
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Arkadin announces the promotions of Mark Alexander to Chief Operating Officer, Scott McMaster to Managing Director, Americas and Florence Mas Pastor to Chief Legal...

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BCStrategies
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Virsae has crunched a mountain of live UC data to show customers where their money is going down the drain.

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By
Altivon
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Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically...
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By
Altivon
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Self-service as an option is a win-win proposition for customers and contact centers alike. Customers feel more in control and contact centers are...
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Altivon
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Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Altivon and Genesys...
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Altivon
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Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. The webinar presented an...
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By
Altivon
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A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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By
Altivon
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A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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By
Altivon
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Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. As always, she wove a clear...
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By
Altivon
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Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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By
Altivon
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Most people understand journey mapping as an intellectual exercise involving poster paper and sticky notes. The outcome is usually a back-office map...
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By
Altivon
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Proactive Communications has come a long way in the past few decades and the potential for use as a means of improving customer loyalty is very high...
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By
Altivon
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Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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By
BCStrategies
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New research from NewVoiceMedia, a global provider of cloud contact center and inside sales technology, reveals that U.S. companies are losing $75 billion a year due...

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By
Robbie Pleasant
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8x8, Inc. has announced the acquisition of MarianaIQ, a startup focused on AI and deep learning.

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By
Robbie Pleasant
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Five9, a provider of cloud contact communication software, has announced the Five9 Spring Release 2018. With this new release come new enhancements to its portfolio,...

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By
Robbie Pleasant
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Nextiva announced the official launch of NextOS, its new platform that utilizes Artificial Intelligence (AI) and Machine Learning.

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By
BCStrategies
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tekVizion recently completed 10 SIP trunking validations across multiple PBX platforms for VodafoneZiggo NL in a record time of six weeks.

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By
BCStrategies
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Arkadin today announced a joint go-to-market strategy with fellow NTT Group company Dimension Data to provide Cisco Webex Hybrid Services. These services enable...

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By
BCStrategies
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Node4 announced that it has selected VOSS Solutions UC management technology to manage its Cisco Hosted Collaboration Solution (HCS) Shared Architecture and Hybrid...

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By
John Brett
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The trajectory of UC speaks of a deeper, underlying shift in the way work and technology combine. The ability to stay connected has become an essential requirement in...

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By
BCStrategies
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Digium®, Inc., the Asterisk® Company, announced today that it has signed an agreement with ScanSource, a leading global provider of technology products and services...

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By
BCStrategies
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Brightlink announced at the 2018 Channel Partners Conference & Expo the introduction of its Virtual PBX Solution as a new service.

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Logitech
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Check out Logitech's ConferenceCam Portfolio. This Brochure offers a detailed feature by feature comparison of BCC950, ConferenceCam Connect, MeetUp...
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Logitech
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The way people work is changing. How they work depends on the availability of technology, such as video conferencing. Download this infographic to...
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Logitech
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Community Living Essex County is a non-profit organization that supports people with intellectual disabilities and their families. Logitech and Skype...
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Logitech
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Dealogic, a global provider of integrated content, analytics, and technology to financial firms, uses Logitech GROUP, MeetUp, and SmartDock to...
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Logitech
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PeopleGuru is leveraging video collaboration for multiple use cases, each with challenges Logitech technologies have helped solve, including uneven...
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Logitech
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Video meetings have become pervasive across organizations of various size and industries due to improvements in AV quality, flexibility, ease of use...
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By
BCStrategies
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NewVoiceMedia announced that Altares D&B selected its platform to create exceptional, emotive customer experiences, improving the service it provides to its...

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BroadSoft
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Artificial intelligence can take on many forms and be leveraged in many ways. In this article, BroadSoft’s CTO, Scott Hoffpauir, discusses where AI...
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BroadSoft
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As technology evolves, it can be difficult navigating how exactly to integrate the latest and greatest into the organization. In this article,...
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By
John Brett
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Most employers already offer flexible working policies but agile working options are less common. This is a trend likely to change as many companies are beginning to...

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By
Jordan Owens
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One of the biggest factors pushing organizations towards 5G has been the limitations imposed by the traditional concept of network connectivity, which until now, hasn...

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