According to a recent Walker study, as of 2020 Customer Experience will overtake price and product as the key brand differentiator.

We are starting to see real world implementations and the benefits of applying AI to customer interactions in the contact center space in real time, and those...

Don’t spend money on technology that won't be used by anyone. Get your end users involved by including them in your requirements needs analysis.

The landscape has become increasingly confusing for organizations planning to move to Collaboration and Contact Center platforms. Some vendors have a cloud first or...

The 2019 UCaaS MQ shows very clearly that the voice telephony marketplace is being almost totally redefined from the bottom up by the producers of cloud-based UCaaS...

You know it’s time to replace your existing phone system. But where do you start to find a replacement?

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.

How do you know when it’s really time to replace the system?   

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...

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...

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.

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,...

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...

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...

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

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...

Last week, the Ribbon Communications Perspectives 19 event was the occasion. I came away from the conference quizzical.  

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...

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.

As a small and medium-sized businesses (SMB), you have the same goals as your larger counterparts – improving employee productivity, enabling greater worker mobility...