WhatsApp, the Facebook messaging applications just introduced multi-party video calling for up to four participants. The solution only works on mobile phones, IOS and...

We continue our exploration of the key trends shaping up the customer interaction management market. In the first part of this article, we looked at the accelerating...

With everything going to the cloud, the lines keep blurring between communications (basically UC) and collaboration, and more recently with contact center. Has there...

At the Google Cloud NEXT conference in San Francisco, Google made many, many AI announcements, including new AI tools to help contact centers be more efficient and...

At the Google Cloud event GoogleNext 2018, there were a lot of announcements. This conference is focused to how to use the Google cloud for business deployments.

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...

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...

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...

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

Peter Drucker was a management consultant, educator, and author. His writings contributed to the philosophical and practical foundations of modern business. Below are...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Enterprises are deploying AI for a number of use cases including call center automation, marketing campaigns, customer self-services and internal employee processes....

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...

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...

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...

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.

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...

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...

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...

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...

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,...

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...

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...