EXPERT ARTICLES & PODCASTS

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 discussion, with Experts Dave Stein, Phil Edholm, Peter Bernstein, Roberta J. Fox, Ashish Jain, Jon Arnold, Michael Finneran, Dave Michels and Sara Uzel.

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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 up about a dozen times, including in this headline sentence: “The customer premises equipment market for unified communications has reached maturity.”

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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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By
Blair Pleasant
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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...

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By
Blair Pleasant
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In this Industry Buzz podcast, the BCStrategies Experts discuss business communication: what it is, how it differs from UC and why businesses should...
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By
Melissa Swartz
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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...

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By
Jon Arnold
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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...

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By
Phil Edholm
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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...

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By
Tracy Venters
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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...

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By
Nicolas De Kouchkovsky
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Referring to Salesforce Service Cloud as a new entrant in the customer interaction management space is almost an oxymoron. I spoke with Bill Patterson, who became its...

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By
Michael Finneran
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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...

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By
Blair Pleasant
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In this Industry Buzz podcast the BCStrategies Experts address a variety of recent news items.
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By
Blair Pleasant
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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...

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By
Peter Bernstein
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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...

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By
Dave Michels
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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...

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By
Tracy Venters
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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...

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

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By
Evan Kirstel
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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...

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By
Evan Kirstel
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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...

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By
Blair Pleasant
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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...

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By
Phil Edholm
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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.

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By
Jon Arnold
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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...

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By
Blair Pleasant
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Goodbye Spark, hello Webex (lower case e). At the 2018 Cisco Collaboration Summit in Phoenix, Rowan Trollope and the Cisco team made A LOT of announcements, including...

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By
Evan Kirstel
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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...

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By
Michael Finneran
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In this Industry Buzz podcast, BCStrategies Experts Michael Finneran, Dave Michels and Phil Edholm discuss the magnitude of the Avaya Mobile...
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By
Phil Edholm
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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...

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By
Michael Finneran
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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...

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By
Nicolas De Kouchkovsky
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In the first part of this article, we covered Twilio’s Flex announcement and the evolving enterprise contact center landscape. In this second part, I want to cover...

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By
Blair Pleasant
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Five9 surveyed thousands of consumers and business decision makers for its inaugural Customer Service Index, focusing on Consumer Expectations and Behaviors with...

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By
Dave Michels
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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,...

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By
Michael Finneran
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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...

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By
Sara Uzel
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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...

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By
Blair Pleasant
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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...

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By
Nicolas De Kouchkovsky
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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...

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By
Peter Bernstein
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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...

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News

Guest, Staff & Vendor Contributed Articles

By
John Eng
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Happy employees help make happy customers. Find out how a contact center primed for workforce engagement management can help your business have better customer...

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By
BCStrategies
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VOSS Solutions issued guidance to Cisco HCS partners following Cisco’s announcement that Cisco UCDM (Unified Communications Domain Manager) will reach end of sale in...

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By
Nureva
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Nureva National Sales Manager Adrian Doughty speaks about the vital role AV/IT leaders have in supporting collaboration in their organizations –...
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By
Nureva
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The audio experts from Wainhouse Research conducted extensive testing of the Nureva™ HDL300 audio conferencing system, covering installation,...
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By
Nureva
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The experts on enterprise communications from No Jitter explain the demands on IT of modern team collaboration and tell how state-of-the art...
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By
Nureva
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The experts from My Tech Decisions explore the trend toward active collaboration meetings. The paper then explains the three archetypes of audio...
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By
Nureva
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Hear an expert panel assembled by the enterprise communication experts from No Jitter. Using infographics, the webinar explains how voice is the...
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By
Nureva
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Animated video illuminating the issues and demands of modern collaborative meetings. Explains the virtual microphone technology behind the HDL300...
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By
Nureva
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Description of the Nureva Dual HDL300 audio conferencing system for large spaces. Includes details and specifications of the system’s components
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By
Nureva
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Description of the Nureva HDL300 audio conferencing system for small to mid-sized spaces. Includes details and specifications of the system’s...
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By
Nureva
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The experts from AV Technology explore the imperatives for audio technology platforms for better collaboration. The eBook also gives a summary of the...
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By
Nureva
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Learn about the range of available audio conferencing systems – including tabletop mics, beamforming mic systems and wall-mounted virtual mic systems...
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By
Nureva
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A fun infographic showing two paths to better audio conferencing: traditional systems and the Nureva™ HDL300 systems. See which scores higher on the...
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By
Nureva
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Is it time to take your agile, Kanban or pull planning process digital? The Nureva Wall and Span Workspace keep the simplicity of your sticky-note...
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By
Nureva
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In traditional construction projects, problems can quickly add up. Integrated project delivery (IPD) offers a better way to strengthen collaboration...
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By
Nureva
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Interested in how to create stellar active learning spaces at colleges and universities? In this eBook, you’ll find practical checklists and guides,...
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By
Nureva
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The University of Missouri creates technology-rich active learning spaces. With the help of Nureva’s audio conferencing and visual collaboration...
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Nureva
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Dawson College in Montreal, Canada, is taking active learning in exciting directions. To further increase student engagement and collaboration,...
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By
Nureva
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In this Wainhouse Research white paper, researchers explore how technology is changing collaboration at work. Discover major trends in workplace...
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By
Nureva
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How do knowledge workers find their best ideas? This infographic, based on a new study from Wainhouse Research, shows how technology can improve...
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By
Nureva
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Find out how Nureva’s expansive cloud-based canvases and advanced audio conferencing bring your team together for easier, more efficient...
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By
CallTower
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CallTower exists to enable people to easily connect to transact business communications. Since its inception in 2002, CallTower has become a leading...
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By
CallTower
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For business customers, managing communications and increasing productivity in today’s dynamic, distributed, mobile economy is extremely challenging...
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By
CallTower
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When it comes to ensuring quality hosted communications services experience truly matters. CallTower is the industry leader with more than a decade...
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By
CallTower
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Every day, organizations around the world are challenged with a rapidly changing competitive environment. The need to easily connect and communicate...
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By
CallTower
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Van Ness Feldman needed to update their current Cisco Unified Communications Manager (CUCM) version 7.0 to a more robust unified communications...
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By
CallTower
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To connect their teams and support their clients, Pepper Construction relies on multi-location quality business communication technologies. Pepper...
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By
BCStrategies
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VOSS Solutions announced that Node4 has become the latest organisation to go live on the VOSS-4-UC management platform.

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By
BroadSoft
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Knowledge workers need information to do their jobs. But information overload wastes valuable time and creates ineffective interactions that hurt...
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By
BroadSoft
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The mobile device has become the centerpiece of many people’s lives and is fueling a burst of productivity in businesses of all sizes. Here are some...
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By
BroadSoft
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This e-book outlines the significant role communications plays in competing in today's global economy, and the benefits of leveraging the cloud and...
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By
BroadSoft
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CBTS, a wholly owned subsidiary of Cincinnati Bell, combines their deep technical expertise with a full suite of innovative unified communications (...
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By
Altivon
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Learn why PureCloud is the best way to bridge silos for collaboration via chat, video and calls with an all-in-one solution, add new capabilities...
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By
Altivon
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Analysts and industry leaders weigh in on key customer engagement trends. From cutting-edge technologies such as IoT and bots to a new spin on old...
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By
Altivon
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Get guidance on adopting a system of engagement approach for omnichannel customer service, building a foundation for your self-service and assisted-...
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By
Altivon
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PureCloud simplifies contact center operations so you can connect with customers, manage relationships, and see trends using one simple platform...
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By
Altivon
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A good omnichannel workforce planning strategy improves overall customer experience, reduces costs and minimizes employee turnover.
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By
Altivon
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Savvy customers expect that you will meet them where they are when they need you. Give your contact center agents and supervisors omnichannel...
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By
Altivon
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Customer journeys take place on multiple communication channels, including IVR, email, social media, web chat, text, and mobile apps. Customers...
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By
Altivon
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In this eBook, we’re diving deeper into five critical capabilities you’ll need in your customer experience platform to take your customers to the...
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By
Altivon
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Take a journey-focused, outside-in approach to continuous CX optimization. Put the customer at the center of your business strategy to drives loyalty...
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By
Altivon
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Whether your customers are millennials, Gen Xers, or baby boomers, they all have preferred ways to communicate with you. Use a communication platform...
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By
Altivon
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Discover why omnichannel customer engagement is your best choice for delivering exceptional CX. Check out 10 common myths about omnichannel based on...
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By
Altivon
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The transformation to omnichannel is driving a refresh of customer engagement solutions within the contact center and across the enterprise. Here are...
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By
Altivon
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Control costs and meet rising customer expectations by adopting AI and automation. There are 7 important steps to consider when defining or...
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By
Altivon
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It’s time to bring in a single SIP-based infrastructure that provides a solid foundation for integrating current and future customer communication...
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By
Altivon
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Next-generation customer experience requires a true omnichannel customer engagement platform. Engage with customers on the channels they use—mobile,...
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By
Altivon
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Focus agents on developing personalized relationships with customers—and make it simple to engage and be engaged. Give supervisors new insights to...
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By
Altivon
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Connect with customers, manage relationships, and see trends using one simple platform. Put real-time information into the hands of agents and...
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