As part of the company’s recent additions to its executive team, Talkdesk announced the appointment of Chad Gaydos as its first chief customer officer (CCO). The...

A recent customer service experience and an article and interaction with Glance is defining the differences in customer web assistance solutions.

What questions do you ask to reveal the differences among offers so you understand the which kind of cloud you are actually getting?

Until recently, CCaaS was more of an add-on to the collaboration story, but in some regards, it’s become the lead, and that should matter for anyone on their...

How can you be sure that your network is ready to support VoIP and video? The best way is to do a network assessment that simulates the additional traffic and...

The culprit was a misconfigured MongoDB that was open and visible on the Internet

To get more insights about Edify, its cloud offerings, and the development process, I recently interviewed co-founder Cameron Weeks.

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

I had the opportunity to sit down with John Proctor, CEO of Martello Technologies, to discuss how Martello has been partnered with Mitel for over a decade to deliver...

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...