EXPERT ARTICLES & PODCASTS

By
Blair Pleasant
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Imagine you’re a city government in Florida and a hurricane just went through your area, knocking out power, cable TV and other services that your citizens rely on. And imagine that your phone system isn’t working, making it impossible for your staff to answer calls from anxious citizens who want to know when services will be restored or when they can return to the island.

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By
Blair Pleasant
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Omnichannel contact centers, supporting all the available interaction channels, are quickly becoming requirements for many organizations and are key elements of...

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By
Blair Pleasant
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One of the biggest company transformations I’ve seen in all my years as an industry analyst is Vonage, which held its inaugural industry analyst event in Scottsdale,...

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By
Michael Finneran
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According to Warren Levitan, President and CEO of Smooch, they have developed a platform that can support a single API to a contact center or other customer service...

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By
Phil Edholm
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In this Industry Buzz podcast, the BCStrategies Experts discuss trends in Business Process Communications, and in particular, what is changing.

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By
Stephen Leaden
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Cloud-based Unified Communications models are now making the financial evaluation process less complex, as models used for cloud do not carry the same detailed bill...

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Nicolas De Kouchkovsky
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On the heels of a large $100 million B-round, Talkdesk held its third customer and partner conference, OpenTalk. In seven years, the company established a name for...

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By
Blair Pleasant
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I encourage you to join me and Five 9 Director, Corporate Communications, Michael Rose in a webinar on Tuesday, December 4 at 11:00 am PT/2:00 ET. We’ll be discussing...

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By
Blair Pleasant
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Mike Tessler, Cloud Calling & BroadSoft Business Leader at Cisco, kicked off the 20th anniversary of BroadSoft Connections, which was also the debut of the newly...

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By
Jon Arnold
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There has been no shortage of M&A activity in the collaboration space in the last year, and consolidation is a natural part of how markets evolve. Things just...

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By
Michael Finneran
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AT&T’s Enhanced Mobile is a service that allows businesses the ability to go all-mobile, and still provide the type of customer interface and user experience...

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By
Blair Pleasant
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In this Industry Buzz podcast, Blair Pleasant and Sara Uzel interview Kevin Kieller about his take-aways from Microsoft Ignite, held September 24-28...
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By
Blair Pleasant
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Talkdesk held its first industry analyst conference in San Francisco as part of its customer and partner event, Opentalk. In addition to the analyst sessions, we also...

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By
Evan Kirstel
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Blockchain brings trust and transparency to many critical applications — both financial and nonfinancial. But, ironically trust is also an issue when it comes to...

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By
Jon Arnold
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First-generation UC offerings certainly did the heavy lifting to integrate applications into a common platform. There is certainly value in those core capabilities,...

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By
Nicolas De Kouchkovsky
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Twilio held its Signal conference in San Francisco. The event gathered 3,000 developers and customers and was packed with product announcements. It came shortly after...

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By
Phil Edholm
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At the Mitel Next event, CloudLink was in full force. Mitel was showing a range of integrations, from the Connect platform to how CloudLink is used to integrate the...

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By
Blair Pleasant
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In this video podcast, Blair Pleasant interviews Twilio Flex VP of Product Management and Engineering, and General Manager Al Cook and discusses Flex capabilities,...

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By
Blair Pleasant
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Twilio’s Signal Conference in San Francisco was very enlightening in many ways. Aimed at Twilio’s customers and developers, the event was a mix of announcements,...

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By
Phil Edholm
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I recently spent some time reviewing Cato Networks’ recent announcement around increasing SD-WAN uptime of its Cato Cloud. To increase availability and reduce the...

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By
Blair Pleasant
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Adding to its growing list of acquisitions, Vonage recently announced its latest acquisition - NewVoiceMedia. NewVoiceMedia is a growing contact center as a service (...

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By
Nicolas De Kouchkovsky
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The Opus Conversational Commerce Conference took place mid-September in San Francisco. It is the fifth edition of the event previously called the Intelligent...

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By
Jim Burton
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BCStrategies welcomes Dean Manzoori VP, Global Cloud Communication, Masergy, to discuss global delivery of hybrid UCaaS.
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By
Peter Bernstein
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In this BCStrategies podcast, the BCStrategies Experts delve into the challenges associated with transforming corporate cultures -- roles,...
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By
Blair Pleasant
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At the CenturyLink industry analyst conference in Newport Beach, I had the opportunity to speak with Thuy Ha, VP Voice and Real-Time Communications, about the company...

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By
Blair Pleasant
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By replacing an outdated phone system with new communications solutions from Mitel, Lovejoy Independent School District (ISD) has been able to provide better, faster...

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By
Jon Arnold
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Most people still associate Slack as being a messaging platform, and while that’s true, the main message from their Frontiers 2018 event last week in San Francisco...

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By
Blair Pleasant
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BCStrategies analysts and consultants have the opportunity to hear from and learn about many, many vendors. This week's podcast takes a look at some...
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By
Melissa Swartz
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In this Industry Buzz podcast, the BCStrategies Experts continue a discussion on SD-WAN based on an earlier podcast: SD-WAN: A Game Changer with Some...
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By
Nicolas De Kouchkovsky
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Assistants and bots have reached a new adoption high. However, many businesses are finding their project harder to scale than they expected. The disappointment with...

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By
Michael Finneran
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While the hype machine appears to have moved on to other topics, Internet of Things (IoT) continues to grow – though not necessarily in the way the magazines...

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By
Peter Bernstein
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We live in an age where because of their preponderance, ubiquity and accessibility words not only really matter, they matter more than ever both good and bad. In fact...

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By
Marty Parker
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In this Industry Buzz podcast, the BCStrategies Experts discuss the Gartner Magic Quadrant for Unified Communications. Marty Parker moderates the...
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By
Phil Edholm
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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...

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By
Phil Edholm
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In this Industry Buzz podcast, the BCStrategies Experts discuss Google in the enterprise. Topics include the recent Google Cloud Next '18 conference...
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By
Nicolas De Kouchkovsky
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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...

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By
Marty Parker
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That one word – mature – sums up this year’s Gartner Magic Quadrant for Unified Communications (UCMQ), for on-premises solutions. Some form of the word “mature” shows...

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

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By
Blair Pleasant
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In this Industry Buzz podcast, the BCStrategies Experts discuss how companies choose the right vendor or partner to work with for unified...
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By
Blair Pleasant
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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...

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By
Phil Edholm
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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.

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By
Phil Edholm
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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...

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By
Nicolas De Kouchkovsky
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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...

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By
Chuck Lear
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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...

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

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By
Jim Burton
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This Industry Buzz podcast is a follow-up to Phil Edholm's recent article, Business Communications in the Digital Transformation Age, a discussion of...
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By
Blair Pleasant
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In this BCStrategies Expert Case Study podcast, Blair Pleasant talks with Roberta J. Fox-Lawson about her work with Crisis Services Canada (CSC) to...
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By
Kevin Kieller
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In this Industry Buzz podcast, the BCStrategies Experts discuss Artificial Intelligence (AI). Topics include whether it is really artificial, and AI’...
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By
Dave Michels
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Peter Drucker was a management consultant, educator, and author. His writings contributed to the philosophical and practical foundations of modern business. Below are...

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By
Sara Uzel
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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...

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News

Guest, Staff & Vendor Contributed Articles

By
RingCentral
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For companies today, standing still in the midst of pervasive transformation presents real danger. It’s become more and more important to leverage...
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RingCentral
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Agents drive over 2/3rds of the cost of a running a contact center, and they are the face of your company to your customers. Clearly, getting the...
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By
RingCentral
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The cloud is changing the way we work. Disruptive technologies and business models are creating new opportunities to engage with co-workers,...
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By
RingCentral
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Customers today require personalized service across any channel or device. In addition, customers want to have a quick resolution to their issues –...
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By
RingCentral
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RingCentral Contact Center™ enables agents to communicate and collaborate across your organization in real time to resolve customer issues...
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By
RingCentral
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Join John Burke and Irwin Lazar from Nemertes Research as they explore the benefits of unified communications as a service (UCaaS), which includes...
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By
RingCentral
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Join industry analyst Sheila McGee-Smith as she shares some of her recent research with companies that take full advantage of the power of integrated...
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By
BCStrategies
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New research reveals that three-quarters of consumers prefer to have their customer service inquiries handled by a live agent over self-service options or a chat bot...

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By
Patrick Foster
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Chatbots have reached the mainstream in recent years due to technological advances that have made them practically useful. Today, many ecommerce businesses are using...

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By
Victoria Greene
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So if you’ve heard of APIs but never had a strong grasp of what they actually are — or why anyone would, or should, care about them — then you’re not alone. But they’...

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By
Dean Manzoori
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The recent Unified Communications as a Service Magic Quadrant announced from Gartner predicts that 90 percent of IT leaders will no longer spend for new premises-...

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BCStrategies
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The new edition to the market-leading Evolve range of professional headsets marks yet another engineering milestone for Jabra, as the pioneer of the world’s first...

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By
Robbie Pleasant
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During Zendesk Relate 2018, Zendesk made several major announcements: the launch of Sunshine, a partnership with Amazon Web Services, and the launch of a new sales...

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By
BCStrategies
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All-in-one cloud-based communications solution combines a full-featured phone system with chat, web/video conferencing, file sharing and more to power anywhere,...

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By
Robbie Pleasant
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RingCentral has released three new products and updates: RingCentral Engage Platform, RingCentral Connect Platform Program, and the RingCentral Unified Mobile App....

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By
BCStrategies
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WebPT provides a web-based medical record system for physical therapists.

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BCStrategies
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Inference is happy to announce the latest release of our Intelligent Virtual Agent platform, Inference Studio 6.0. With Studio 6.0 we are now able to bring to the...

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By
Singlewire Software
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What’s faster, calling or broadcasting, and why does it matter? An organization's trunking capacity can limit how many phones it can reach during a...
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By
Singlewire Software
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Many organizations are using mass SMS text messages to alert people about emergency events. But when the goal is to reach 100 percent of people with...
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By
BCStrategies
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VOSS-4-UC provides a single pane view of all UC applications, services, end points and network infrastructure.

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By
BCStrategies
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WebPT provides a web-based medical record system for physical therapists.

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By
BCStrategies
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This highly secure smartphone application gives customers the freedom to connect from any location while maximizing mobility and minimizing costs.

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By
BCStrategies
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MSPs using the two services will now be able to synchronize user counts and unit costs from modusCloud to ConnectWise manage, reducing the time spent by MSPs managing...

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By
BCStrategies
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Vendors are assessed against strict criteria and those who successfully appear in the Gartner Magic Quadrant fall into four categories: Leaders, Challengers, Niche...

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This pre-recorded podcast features a Q&A between two technology consultants and a Vonage SD-WAN expert, driven by the needs and interests of...
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Nectar
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Wainhouse Research: Infographic on UC Deployment
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By
Nectar
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Frost & Sullivan: Unified communications (UC) is the most viable solution to overcome this challenge; however, irrespective of the countless...
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By
Nectar
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The Story of Correlated Diagnostics in the Complex World of UC Monitoring and Diagnostics
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BCStrategies
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YouCam 8 integrates seamlessly with popular video conferencing apps including Skype, Google Hangouts and CyberLink U Meeting, allowing users to add special webcam...

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Nectar
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UCStrategies: How customers should consider Nectar’s UC Management Platform components to support Skype for Business deployments (by Michael Finneran)
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Nectar
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UCStrategies: A description and assessment of the Microsoft and 3rd-­party tools to support enterprise deployments of Skype for Business.
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Nectar
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E-Book Accelerating UC Deployment & Adoptions by Wainhouse Research
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Nectar
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How a large financial Institution Uses 3rd party UC monitoring tools
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By
BCStrategies
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The YVC-200 Portable USB + Bluetooth® Speakerphone and CS-700 Video Sound Bar Will Be On Display

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BCStrategies
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MTD chose the NVM Platform because of its tight integration with its CRM system. The synergy of the new system has facilitated an improved customer experience across...

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By
Robbie Pleasant
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Originally launched via Kickstarter in 2016, HELLO is designed to turn a television set into a communication device, including encrypted video, audio, and messaging...

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By
Robbie Pleasant
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These new series are designed to enable mobility within the office environment while reducing noise and distraction, which is especially important in today’s open...

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By
BCStrategies
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Shallu Behar-Sheehan will lead the global marketing organization to further accelerate customer adoption and elevate brand awareness. She joins StarLeaf as the...

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New research finds that flexible work lifestyles are not an "all or nothing" affair.
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As part of our ongoing thought leadership research into the way we work, we caught up with Lisa Campbell, Global Director and Digital Workplace...
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As part of our ongoing thought leadership research into the way we work, we caught up with Marianne Hewlett, Senior Vice President and Member of the...
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The thought of software robots and artificial intelligence (AI) in the workplace may make some knowledge workers nervous. But instead of seeing a...
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By
Robbie Pleasant
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Zoom Video Communications, Inc. has announced new additions to its communications platform. With these new enhancements, Zoom’s platform will gain a new cloud phone...

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BCStrategies
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The Forrester Wave™ follows a methodology that involves screening vendors, detailed questionnaires and customer reference checks. NewVoiceMedia was recognized for its...

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RingCentral
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In this episode, Neha Mirchandani, VP of Corporate Marketing at RingCentral, and Jim Lundy, CEO and Lead Analyst at Aragon Research, discuss key...
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RingCentral
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Are you concerned about the advancement of AI and cloud technology and how they will impact your business communications? Or perhaps you're looking...
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RingCentral
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Companies of all sizes are rushing to embrace the cloud for many core business functions, including their most critical business function—...
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RingCentral
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For many companies, supporting an aging on-premises PBX phone system has become a painful challenge. The cost and complexity of keeping the hardware...
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RingCentral
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What is a cloud phone system? Imagine if you could make business calls, listen to voicemails, and even host online video conferences from any phone,...
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