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...

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,...

I want to focus on the companies/announcements that represent either potential disruption in the market or that have technologies that are transformational.

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.

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...