Category: Unified communications

August 5, 2021

As many organizations contemplate the mythical return to the office, and address the accompanying technology and workplace issues that it brings, it’s important to remember that the majority of workers never had the opportunity to work from home. Of course, […]

August 3, 2021

Zoom’s plan to acquire Five9 continues to be analyzed from many angles, as highlighted in a host of articles, podcasts, and video blogs from industry analysts, summarized in this No Jitter article. Analysts have a broad view of the competitors […]

August 3, 2021

Virtual reality (VR) has been plagued for decades now by a lack of understanding about the problem it’s supposed to solve. There have been at least a few hype cycles over the last few decades, none of which resulted in […]

August 2, 2021

I recently spoke with a prospective client to get a better understanding of their customer journeys. During the conversation, it became apparent that their agents had become hamstrung by out-of-date technology and processes, coupled with a lack of integration across […]

July 30, 2021

This week we share announcements around smart edge monitoring, a UCaaS-CCaaS partnership, safe link technology for Microsoft Teams, a virtual event platform update, a STIR/SHAKEN call authentication implementation, and Google Voice enhancements. Netscout Launches Smart Edge Monitoring Netscout, a cybersecurity, […]

July 29, 2021

It has just been over a week since we first heard that Zoom was going to dip its toes in the CCaaS market, acquiring Five9 in the process. With the news in the books, many inside and outside the communications […]

July 28, 2021

8×8 this week revealed mobility, meeting, and voice integration enhancements for the XCaaS platform it introduced in May along with its “experience communications-as-a-service” vision of bringing UCaaS, CCaaS, and CPaaS together. As Blair Pleasant, president and principal analyst of COMMfusion, […]

July 28, 2021

Zoom’s decision to acquire CCaaS provider Five9, announced last week, has generated many conversations about the benefits of integrating the contact center with an organization’s unified communications platform. Writing for No Jitter, for example, my industry colleague, Robin Gareiss of […]

July 27, 2021

We are now at the sixth usage profile in our examination of enterprise communications requirements. So far, we have examined the usage profile for field sales and services roles, production roles, retail customer-facing roles, information processing roles, and collaboration roles. […]

July 27, 2021

Over the last few years, Metrigy has tracked a rapid rise in the adoption of unified communications-as-a-service, or UCaaS, for short. According to our global “Workplace Collaboration: 2021-22” research study, more than 47% of the 476 participating companies are now […]