New Research Reveals 75 Percent of Customers Still Favor Live Agent Support for Customer Service

By
BCStrategies
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12/06/2018 - 23:32

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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Contact Centers, Technology, Healthcare, Dennis Fois, NewVoiceMedia’s Serial Switchers Swayed by Sentiment study

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

Debunking Customer Service Myths – Understanding What Digital Consumers Really Want

By
Blair Pleasant
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11/21/2018 - 10:14

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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Unified Communication

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
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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

NewVoiceMedia Wins Digital Innovation Award for Speech Analytics Solution

By
BCStrategies
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11/13/2018 - 17:51

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

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Contact Centers, Technology, Healthcare, Ventana Research 2018 Digital Innovation Award, Conversation Analyzer

Collaboration – The Next Generation

By
Jon Arnold
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11/07/2018 - 16:08

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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Unified Communication

VOSS Solutions Announces First Customers Deploy VOSS-4-UC Northbound Integration Module

By
BCStrategies
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11/02/2018 - 07:45

VOSS-4-UC provides a single pane view of all UC applications, services, end points and network infrastructure.

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Configuration, Monitoring, Operations (BCOM), Contact Centers, UCaaS, Hybrid Cloud, Dan Payne, VOSS-4-UC, VOSS North Bound Integration (NBI)

WebPT Enhances Customer Experience and Agent Engagement with NewVoiceMedia

By
BCStrategies
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10/31/2018 - 12:16

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

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Contact Centers, Technology, Healthcare, WebPT, NVM Platform

NewVoiceMedia Positioned as a Leader in Gartner Magic Quadrant for Contact Center as a Service, Western Europe

By
BCStrategies
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10/26/2018 - 13:40

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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Contact Centers, Gartner Magic Quadrant for Contact Center as a Service, Western Europe

Mitel is All About the Cloud…Link

By
Phil Edholm
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10/25/2018 - 16:57

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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Collaboration, Infrastructure / Operations, Mobility, Unified Communication, UCaaS, Hybrid Cloud, Mitel CloudLink, Mitel Next

Navigating the Pathway to UC with Performance Management Solutions

By
Nectar
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10/25/2018 - 14:43
Wainhouse Research: Infographic on UC Deployment
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Collaboration, Unified Communication, Technology

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