EXPERT ARTICLES & PODCASTS

By
Phil Edholm
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Cato Networks announced today the addition of identity as an element in the contextual policy and operation of an SD-WAN. The concept is relatively simple -- enable identity and identity associated contextual data to be an element in the policy decision process of the SD-WAN – but the implications are significant for how SD-WANs can manage communications, especially real-time.  

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By
Nicolas De Kouchkovsky
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I am excited to share the second iteration of my Customer Interaction Management market landscape. The number of participants has jumped from 450 to 650. The steep...

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By
Chuck Lear
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Earlier this week Microsoft announced a long-awaited update to Teams, its workplace collaboration software which was first launched last year. The announcement of a...

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By
Melissa Swartz
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A move to the cloud takes preparation and planning. Below are some technical considerations that can help ease the transition.

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By
Jim Burton
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This Industry Buzz podcast is a follow-up to Phil Edholm's recent article, Business Communications in the Digital Transformation Age, a discussion of a structured view of the elements of Business Communications (BC). Jim Burton moderates the discussion, with Experts Phil Edholm, Marty Parker and Dr. Joseph Williams.

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By
Blair Pleasant
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In this BCStrategies Expert Case Study podcast, Blair Pleasant talks with Roberta J. Fox-Lawson about her work with Crisis Services Canada (CSC) to...
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By
Kevin Kieller
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In this Industry Buzz podcast, the BCStrategies Experts discuss Artificial Intelligence (AI). Topics include whether it is really artificial, and AI’...
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By
Dave Michels
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Peter Drucker was a management consultant, educator, and author. His writings contributed to the philosophical and practical foundations of modern business. Below are...

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By
Sara Uzel
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I have been fortunate to be included in a number of educational events and trade shows over the past six months. Now I’m back home and I’ve been thinking about what I...

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By
Blair Pleasant
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There are certainly cases where best of breed makes sense, and there are many vendors with specialized offerings that I would gladly recommend to businesses. That...

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By
Blair Pleasant
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In this Industry Buzz podcast, the BCStrategies Experts discuss business communication: what it is, how it differs from UC and why businesses should...
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By
Melissa Swartz
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Most of the projects that I work on, large and small, at some point require porting of numbers from one carrier to another. Moving toll free numbers from one carrier...

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By
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...

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By
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...

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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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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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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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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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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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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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News

Guest, Staff & Vendor Contributed Articles

By
BCStrategies
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Multi-national corporations can now deploy Microsoft Phone System with Teams in 24 countries. Direct Routing is the latest addition to Arkadin’s Cloud Transformation...

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By
Altivon
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This guide describes six ways contact centers can enhance operations and elevate customer experience – what we refer to as the ‘ropes’. Few contact...
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By
Altivon
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Ensure that you receive the solution you need to meet your goals on time, on budget and without creating chaos in your operation. We have a detailed...
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By
Altivon
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We believe technology best serves the business when it is well selected, implemented and introduced. Our disciplined, process-oriented approach is...
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BCStrategies
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As the first Cisco HCS-certified product, Kurmi Software is the only administration platform for UCaaS infrastructures that automates the entire life cycle of the end...

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BCStrategies
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VOSS Solutions issued an update on the progress of the company’s H.O.M.E (HCS Open Management Evolution) program; an initiative that supports Cisco HCS partners as...

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By
John Brett
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The only way to really see the benefits of UC and a return on the investment is to empower the workforce with the knowledge and skills to fully utilise the features...

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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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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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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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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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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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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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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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