EXPERT ARTICLES & PODCASTS

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Stephen Leaden
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No matter what name you attach to customer experience (CX), the time is now to embrace it and leverage CX tools available in the market, or get left behind.

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By
Blair Pleasant
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At Twilio’s SIGNAL event for its developers and customers, Twilio made it clear that it is “building the future of engagement,” to help organizations...
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By
Robert Harris
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Too often when an enterprise plans to engage over these (social media) channels, they build the process around a single team such as marketing or customer support....

Robert Harris
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By
Melissa Swartz
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How do you know when it’s really time to replace the system?   

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By
Nicolas De Kouchkovsky
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In part 1 of the series, we looked at technologies for self-service and customer interaction over the various channels. In this second part, I would like to cover process and analytics, the two other layers of the landscape.

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By
Peter Bernstein
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In thinking about what will likely come next – when, where, how, why, etc. – in my 40+ years of industry immersion I have found it useful to review the past for...

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By
Jim Burton
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In this Executive Insights podcast, BCStrategies' Jim Burton welcomes Jim Machi, Vice President of Marketing of Sangoma.
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By
Jon Arnold
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The future of voice has nothing to do with telephony. In fact, the future of voice has nothing to do with telephony, and it doesn’t have much to do with PCs or mobile...

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By
Kevin Kieller
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If you have well-defined project objectives and have built consensus with senior leadership related to these objectives, for many organizations a cloud solution may...

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By
Kevin Kieller
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If the primary objective of your project is to move your communications, collaboration or contact center to the cloud, then you are likely on the wrong path.

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By
Nicolas De Kouchkovsky
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A lot has happened since last year's update. Several trends have accelerated and are provoking significant market shifts.

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By
Blair Pleasant
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I recently spent time at Avaya’s briefing center in Santa Clara to get an update on the company’s cloud strategy, contact center offerings, product line rebranding,...

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By
Blair Pleasant
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KAZOO is aimed at service providers offering VoIP, UCaaS, and related services, enabling them to use 2600Hz’s many APIs to build and deliver customized communication...

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By
Blair Pleasant
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At Customer Contact Week in Las Vegas, Edify announced general availability of its cloud-native platform called Edify Huddle, which brings together CCaaS, UCaaS, and...

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By
Blair Pleasant
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With the conference name of Xperience19, it’s clear that the key focus of this year’s Genesys’ annual customer conference was customer experience.

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By
Blair Pleasant
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Communicator will integrate Phone.com’s HD Voice, video collaboration, team messaging, one-click conferencing, call recording, IVR, and other business communications...

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By
Robert Harris
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Fortunately, there are concise, standardized definitions of cloud service models: Private Cloud, Community Cloud, Public Cloud, and Hybrid Cloud. This extends itself...

Robert Harris
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By
Jon Arnold
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There’s nothing small about the SMB market, but there’s nothing easy about being an SMB either. This sector is a major driver of employment and economic activity, but...

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By
Nicolas De Kouchkovsky
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Context is not only for customer support agents. It is also important for self-service, to know when to offer it or when an interaction should be escalated to a...

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By
Blair Pleasant
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Ribbon Communications hosted its service provider and carrier customers, as well as a group of analysts in the nation’s capitol recently, to provide...
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By
Jon Arnold
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Last week, Ribbon Communications hosted Perspectives 19, their annual customer and partner gathering, along with a modest contingent of analysts.

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By
Jim Burton
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In this Industry Buzz podcast, Jim Burton hosts a conversation with the BCStrategies Experts about industry consolidation, and changes in the...
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By
Peter Bernstein
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Last week, the Ribbon Communications Perspectives 19 event was the occasion. I came away from the conference quizzical.  

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By
Blair Pleasant
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I finally understood why Slack wasn’t like other team collaboration companies.
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By
Michael Finneran
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The ability for organizations to move key attributes of their voice and UC services to the cloud has certainly reshaped the UC&C industry, but that doesn’t mean...

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By
Blair Pleasant
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Blair Pleasant speaks with Selligent CEO John Hernandez and the company’s new CMO, Niki Hall, about Selligent Marketing Cloud, the company’s...
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By
Jon Arnold
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Last week’s Slack Frontiers had impeccable timing, aspirational messaging, creative imagery and a sense of purpose that turns casual users into cheerleaders.

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By
Dave Michels
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The Wall St. Journal is reporting that Mitel has made an offer to acquire Avaya. Maybe. It’s 4AM in Singapore, but I have a few thoughts on this.

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By
Jim Burton
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In this Executive Insights podcast, BCStrategies' Jim Burton meets with Jim Fairweather, Vice President Sales & Marketing - Americas at...
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By
Blair Pleasant
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NICE held its annual user conference, Interactions, in Las Vegas, with a day set aside for analysts to delve into the company’s products and services.

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Blair Pleasant
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Kevin Bartnicki, Director of Sales at 2600Hz talks about the company and its approach to cloud communications for service providers, and its API-...
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Blair Pleasant
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At Channel Partners 2019, Mitel’s Daryl Reva, VP of Cloud Marketing, and Daniel Farrar, the new Executive Vice President and General Manager of Mitel...
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Blair Pleasant
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As a small and medium-sized businesses (SMB), you have the same goals as your larger counterparts – improving employee productivity, enabling greater worker mobility...

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By
J.R. Simmons
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Multiple reports have surfaced that Avaya has received a leveraged buyout (LBO) offer from a private equity firm for about $2 billion plus assumption of the debt,...

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By
Blair Pleasant
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We heard about the company’s strategy and direction and got to meet the new management team, including the new CMO, CTO and Head of AI, EVP...
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Marty Parker
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Enterprise Connect 2019 earned rave reviews from the BCStrategies Experts. In this Industry Buzz podcast, the Experts discuss the keynotes, sessions...
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Blair Pleasant
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Experience was the theme at this year’s Enterprise Connect. It was all about experience – including Customer Experience (CX), User Experience (UX),...
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By
Phil Edholm
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I want to focus on the companies/announcements that represent either potential disruption in the market or that have technologies that are transformational.

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By
Jim Burton
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In this Executive Insights videocast, BCStrategies’ Jim Burton is joined by Joe Burton, CEO of Plantronics and Polycom. Discussion topics include the...
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Blair Pleasant
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“Collaborative communications” is the vison of RingCentral, which was highlighted at the recent RingCentral analyst conference, as a group of analysts heard how the...

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Jon Arnold
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During the sessions, we heard lots about how big the UCaaS/CCaaS opportunity is, how fast RingCentral is growing, and how well-rounded their portfolio is becoming,...

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Blair Pleasant
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To discuss the key survey findings and the implications for businesses, I’ll be joining Michael Rose, Five9’s Director, Brand & Corporate Communications, in a...

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By
Jim Burton
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BCStrategies is well-represented at Enterprise Connect 2019, in Orlando, March 18-21, with 14 Experts presenting in 24 sessions covering the entire...
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By
Evan Kirstel
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If an agile approach can be developed, better forms of AI can emerge and they can evolve to solve real problems just as we humans are faced with.

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Blair Pleasant
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In this Industry Buzz podcast, the BCStrategies Experts who attended the Cisco Collaboration Analyst Summit get together to discuss the event. Blair...
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Nicolas De Kouchkovsky
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The attractiveness of automation is not new. It drove the adoption of Computer telephony integration (CTI) and Interactive Voice Response (IVR) in the past. The cloud...

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Blair Pleasant
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New leadership team, new energy. That’s what the analysts who attended the Cisco Collaboration Analyst Summit got to experience.

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By
Michael Finneran
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Text is not just another way-more-convenient, non-intrusive, virtually real time form of communications. With the move to omnichannel contact centers, it is becoming...

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By
Blair Pleasant
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Recently Alcatel Lucent Enterprise (ALE) held its analyst conference in the principality of Monaco. Among the glitz and glamor, ALE presented its strategy and roadmap...

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News

Guest, Staff & Vendor Contributed Articles

By
BCStrategies
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The acquisition advances Intermedia’s position as a cloud communications and collaboration leader through the addition of a world-class omni-channel CCaaS solution.

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By
Ramp
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AltitudeCDN™ Multicast+ is a secure and scalable, standards-based multicast solution for live video. It’s the best option for reaching your viewers...
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Ramp
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AltitudeCDN™ OmniCache™ is an intelligent caching solution for live and on-demand video. It dramatically improves video playback performance by...
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Ramp
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Quickly assess the health of your network with Ramp’s Event Analytics, a simple and intuitive dashboard for AltitudeCDN™ Multicast+ that allows you...
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Ramp
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Verifying your network performance prior to your next video broadcast has never been easier. With AltitudeCDN™ Multicast+, you can simulate a live...
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Ramp
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An all-in-one webcasting solution that combines Ramp’s AltitudeCDN™ Multicast+ server with the Wowza Streaming Engine™ to provide a secure, reliable...
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Ramp
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Read this two-page guide to review the basic use cases and network requirements for the most common types of eCDNs. A simple decision matrix will...
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Ramp
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Enterprises have long relied on the stability and scalability of multicast to deliver live video. This paper dives into AltitudeCDN™ Multicast+, from...
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Ramp
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Once considered a novelty, streaming video is emerging as a technology workhorse inside the enterprise. This whitepaper explores why—and how—...
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Packet Fusion
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Telephony Provider jargon is confusing. To understand all of today's telephony lingo check out this glossary
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Packet Fusion
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Short video describing five reasons why companies need a Cloud advisor to help them get to Digital Transformation
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Packet Fusion
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How a cloud-based phone system can make your businesses more agile, flexible and innovative
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Packet Fusion
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Infographic describing how Packet Fusion helps Connect the Dots to Digitally Transform your Business geared toward a Networking audience
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Packet Fusion
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Infographic describing how Packet Fusion helps Connect the Dots to Digitally Transform your Business geared toward a Customer Experience audience
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Packet Fusion
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Infographic describing how Packet Fusion helps Connect the Dots to Digitally Transform your Business geared toward a C Level audience
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Packet Fusion
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High level marketing brief describing Packet Fusion's Cloud Advisory Services, and Methodology
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By
BCStrategies
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The new MB 360 UC headset meets the demands of today’s workplace through sophisticated ANC features that support and improve focus

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By
BCStrategies
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Pexip and Microsoft announce initiative to simplify enterprise communications by providing free interoperability between commonly-used systems

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By
BCStrategies
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Platform integration enables mobile-friendly sales & support for global customers, particularly those in emerging markets

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By
BCStrategies
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The automated call-steering system enables callers to provide their address or current location, and either get details about the nearest restaurant or be connected...

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By
BCStrategies
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Built in-house by VoIP’s foremost experts on serverless architecture, cloud-based UCaaS platform runs on all Mac and Windows computers and will integrate HD Voice,...

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By
BCStrategies
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The YVC-330 Portable USB and Bluetooth® Speakerphone Features New SoundCap Technology to Make Clear Collaboration and Meeting Possible In Open Plan Offices

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BCStrategies
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Yamaha Expands Product Portfolio to Provide Sophisticated AI Video and Superior Audio for Unrestricted, Intelligent Collaboration Experiences for North American...

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By
BCStrategies
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With Voxbone Connect, customers can reap the benefits of Voxbone’s enterprise-grade network quality without compromising on scale.

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By
BCStrategies
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Jands is the Exclusive Distributor of Cambridge Sound Management™ Products in the Region

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BCStrategies
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de Bijenkorf has signed an agreement for Vonage’s award-winning NewVoiceMedia contact center solution for its Salesforce integration, routing and reporting...

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By
BCStrategies
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Yamaha UC Expands Lineup of Video Sound Bars, Speakerphones, and Professional USB Audio Kits to Bring Ease of Integration and Collaboration to Open Spaces, Medium...

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BCStrategies
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Sennheiser will be part of AWS Partner Network through its product interoperability with Amazon Connect and Amazon Chime.

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BCStrategies
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The Yamaha YAI-1 XL Bundle Features the Series' Innovative, Preconfigured USB Audio System with Up to 16 Microphones to Support Even the Largest Boardrooms and...

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By
BCStrategies
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New co-branded reseller program allows partners to set their own price and margins, own their customer relationships, and better control their future.

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BCStrategies
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Hotelbeds contracts, connects and efficiently distributes a differentiated portfolio of more than 170 thousand properties over 185 countries to leading industry...

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BCStrategies
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VOSS Solutions announced a major enhancement to VOSS-4-UC that enables organizations to seamlessly integrate and manage Microsoft Teams and Cisco UC, through...

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By
BCStrategies
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Now customers can choose between the new XW-CS-700 wireless mic or the existing wired model for their collaborative requirements.

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BCStrategies
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Nextiva disrupts UCaaS by combining phone service with powerful tools to prospect, engage, and manage customers in a single offering.

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Resources

What elements of a Unified Communications System have you deployed?

Mobile Clients
100% (1 vote)
None
0% (0 votes)
Unified Messaging
0% (0 votes)
Video Conferencing
0% (0 votes)
Communications Enabled Business Processes
0% (0 votes)
Cloud Based Elements
0% (0 votes)
Total votes: 1