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

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,...

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...

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...

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...

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...

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

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

Recently, at Enterprise Connect, I met with several vendors ranging from those providing team collaboration applications, to many forms of tools for the contact...

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

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...

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...

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...

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...

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...

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

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...

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

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...

Zendesk has become a important participant to watch in the customer interaction management space....

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

As to the issue at hand on if an enterprise should stick with its premises-based CEC solution or move to the cloud, there is an old saying that seems appropriate. It...

Microsoft, Cisco and Slack are redefining your company’s communication capabilities and culture and leaving corporate communication staffs alone and under-viewed...

With the increased implementation of Internet of Things (IoT) devices in healthcare, it has become simpler for cybercriminals to do damage. The 2017 Health Care Cyber...

More than 3,000 Avaya partners and customers, as well as analysts and consultants, converged on the “Big Easy” to attend Avaya Engage and hear Avaya’s post-bankruptcy...

Cost reduction may not be the highest priority for organizations with important growth or market transformation strategies. If you want to spend more time on the cost...

Since our founding as UCStrategies in 2006, our team of Experts has been prominent in the Enterprise Connect program. This year, 12 BCStrategies Experts will lead or...

I worry that UC has retreated into BCG’s “cash cow” quadrant in terms of UC’s growth share matrix, which suggests we aren’t going to see much more direct investment...

Making the move to the cloud is not always easy, but your transition will be smoother if you start with solid groundwork to avoid as many surprises as possible....

In August 2016, Twilio dropped a mini bomb in the Contact Center space announcing that ING Bank, one of the largest financial institutions in the world would replace...

Meltdown and Spectre — two massive security flaws revealed publicly this month — allow attackers to access “secure” data by compromising privileged processor memory....

While the UCC suppliers continue to hope that 2018 will be the year that users finally embrace their vision of collaboration and willingly adopt their preferred...

As the title suggests, not only was 2017 a proof point that we in the real-time business communications community live in interesting times, but as my expert...

Today the FCC eliminated the Obama-era restrictions on the ability of an ISP to arbitrarily limit traffic. While there are a range of arguments on both sides, as...

I can’t think of one thing – or company – that stood still in our space during 2017. Every player of note had at least one major development, and every trend that...