Genesys Moves to AI-Powered Journey Optimization

By
Blair Pleasant
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12/14/2018 - 15:52

At its analyst conference in the heart of beautiful Napa Valley, Genesys laid out its strategy for what it calls “AI-powered journey optimization.” The company has...

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Contact Centers, UCaaS, Hybrid Cloud, PureCloud, PureEngage, PureConnect

Hurricanes Are No Match for the City of Atlantic Beach

By
Blair Pleasant
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12/10/2018 - 18:21

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....

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Contact Centers, Telephony (VoIP, AA, IVR), Government, Mitel MiVoice Connect communications system

Deploying UCaaS To Achieve Operational Efficiencies and Outstanding User Experiences

By
RingCentral
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12/10/2018 - 16:44
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Plan, Manage, Improve: Three Steps to Get the Best From Your Agents

By
RingCentral
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12/10/2018 - 15:49
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Digital Workplace of the Future: Enabling Human Communication in Your Workplace

By
RingCentral
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12/10/2018 - 15:23
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Achieve Perfect Harmony with a Collaborative Contact Center

By
RingCentral
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12/10/2018 - 14:29
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Optimized Contact Centers: Focused Agents and Relaxed Supervisors

By
RingCentral
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12/10/2018 - 13:27
RingCentral Contact Center™ enables agents to communicate and collaborate across your organization in real time to resolve customer issues...
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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Achieving Communications Agility with a Cloud Network

By
RingCentral
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12/10/2018 - 13:25
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Disruptive Customer Engagement

By
RingCentral
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12/10/2018 - 13:19
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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Unified Communication, Contact Centers, Instant Messaging & Presence (IM), Audio & Video Conferencing, Telephony (VoIP, AA, IVR), UCaaS, Hybrid Cloud, Unified Messaging (Email, Voicemail, SMS, Chat), Technology

Evolve your Contact Center to an Omnichannel Experience, Encompassing Bots, AI

By
Blair Pleasant
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12/06/2018 - 09:42

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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Unified Communication, Contact Centers

Vonage – Hitting the Trifecta

By
Blair Pleasant
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12/04/2018 - 12:02

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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Collaboration, Infrastructure / Operations, Mobility, Unified Communication, NewVoiceMedia, Alan Masarek, Vonage Business, Nexmo, TokBox, Dennis Fois, Jay Patel

Your Journey to the Cloud: What to Look for in a UCaaS Service Provider

By
Dean Manzoori
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11/28/2018 - 16:15

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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Unified Communication, UCaaS, Hybrid Cloud, Technology, workforce engagement management (WEM), workforce optimization (WFO)

The “Hidden” Value of UC Cloud Services

By
Stephen Leaden
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11/27/2018 - 15:26

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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Unified Communication, AT&T Collaborate

BroadSoft Connections – Cloud, Calling, and Collaboration

By
Blair Pleasant
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11/19/2018 - 17:04

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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Collaboration, Infrastructure / Operations, Mobility, Unified Communication

RingCentral Announces Products & Enhancements

By
Robbie Pleasant
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11/19/2018 - 08:05

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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Infrastructure / Operations, Unified Communication, UCaaS, Hybrid Cloud, Quality of Service (QOS), Professional Services, RingCentral Engage Platform, RingCentral Connect Platform Program, RingCentral Unified Mobile App

BroadSoft Connections – Thoughts on Being Better Together with Cisco

By
Jon Arnold
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11/16/2018 - 00:00

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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Collaboration, Unified Communication, Broadsoft Connections

Phone Systems for the Increasingly Mobile Enterprise

By
Michael Finneran
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11/16/2018 - 00:00

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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Mobility, Unified Communication

Impressions from Microsoft Ignite

By
Blair Pleasant
-
11/15/2018 - 10:53
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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Collaboration, Infrastructure / Operations, Mobility, Unified Communication, Technology, Microsoft Teams

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