I was unable to join my colleagues in their recent podcast forecasting major changes in business communications expected in 2016. However, I reviewed their comments and...
"UC" has finally grown up to become more than person to person communications, and is now "BC" to include business process applications that will interact and...
We talked to Clarity Consulting about their innovative approach to contact center operational management that has extended the power of real-time feedback and actionable...
I am calling this focus on mobile call management "Call Management as a Service" (CMaaS), which is a practical migration step in moble business communications. To get...
Such automated notifications/responses have been laying dormant under the label of Communications Enabled Business Processes (CEBP), but now that communications have...
UC must support end users both inside and outside of an organization, especially whenever they are using different UC technology platforms or services (UCaaS)...
As business communications become "mobile first" for both contact initiators and contact recipients, we should expect to see all forms of messaging being the starting...
"Mobile First" customer services are rapidly evolving for both large and small organizations. While legacy call/contact center capabilities won't disappear for a while,...
We are witnessing the next evolutionary stage of what we have been calling "unified communications" (UC) into UCaaS, but more importantly with "Circuit" and "Project...
Legacy contact center technology providers are faced with the challenge of migrating their legacy, premise-based offerings to the new world of "cloud" services. Avaya, a...
What used to be a dependency on phone calls to a "call center," had moved through the "contact center" that also handled email and fax, to what I now describe as a cloud...
To increase the payoff of their deployed UC platforms and UC-as-a-Services, a growing list of enterprises are focusing on encouraging person-to-person contacts between...
