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...

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...

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...