Bandwidth Goes Direct to The Enterprise
Having cracked the communications provider market with their CPaaS style offering, Bandwidth is officially launching their direct offering, tailored to the enterprise
Dominic Kent · 23 May 2019
Red Box Voice Capture Empowering AI
Capturing conversations across the entire business should be a no brainer if you serve a customer at any point. This is the starting point as the business outcomes delivered by AI are only as good as the data that feeds it
Dominic Kent · 3 May 2019
Analytics On The Move
It seems like 99% of call centres I have observed come to a grinding halt when the call centre manager isn’t present to make a change on their setup.
Dominic Kent · 3 May 2019
Conversational AI – The Perfect Response from Cirrus
Today’s conversational AI is perhaps even more intelligent than first thought
Dominic Kent · 26 Apr 2019
The Unicorns of UC
With such great stories being told in the Unified Comms and contact centre industries, catching yourself a unicorn is now a reality is our little world of phones and call routing
Dominic Kent · 26 Apr 2019
Could Alexa Replace the Business Phone?
Business need to be productive. In 2019, I’d like to think that introducing a new technology is a great way to achieve this and widely accepted
Dominic Kent · 25 Apr 2019
8x8 X Series Provides a True Single Platform for Everyone
We know AI is a huge buzz word and is in danger of being overhyped. So, the introduction of an AI package into the UCaaS offering seems a sensible way to deliver this functionality to those using or buying a new phone system
Dominic Kent · 25 Apr 2019
Enterprise Mobility: Bring Your Own Ideas
Bring Your Own Device (BYOD), for most people and organisations, is a buzzword. Enterprises have dabbled in BYOD for years but the security and restricted access issues has put off both IT and users
Dominic Kent · 24 Apr 2019
Video Collaboration is Just atap2chat Away
Proving there is no harm in dreaming big, Fabio referenced a future state where team members use the phrase “tap2chat me” like how Skype and Slack are informally used as verbs
Dominic Kent · 18 Apr 2019
Angekis: Insider View of Video Conferencing
With so many video conferencing brands out there, it’s important to look at the overall package instead of solely focusing on price
Dominic Kent · 18 Apr 2019
Automating the Sales Process with Zoom.ai
“When a sales person is not selling, that’s a loss of potential revenue for a business”
Dominic Kent · 17 Apr 2019
Is Per Seat Pricing Right for the UC Market?
Charging by the seat blocks you from selling to 80% of the workforce, isn’t it time to shift to session based pricing
Dominic Kent · 16 Apr 2019
Mitel Positions Channel-First UCaaS Platform
Mitel’s channel-first MiCloud Connect UCaaS platform brings cloud calling, collaboration and contact centre integration.
Dominic Kent · 12 Apr 2019
How Many Touches Does YOUR Zero Touch Provisioning Have?
Why true zero touch provisioning matters: Swoop Datacom cuts handset touches, streamlines global rollout, and secures 300 phones with 99.999% SLA. Published on
Dominic Kent · 12 Apr 2019
AudioCodes Certified for Direct Routing for Teams
Two years since Microsoft announced Skype for Business Online would eventually be phased out, Microsoft has recently unveiled that Microsoft Teams has the…
Dominic Kent · 12 Apr 2019
What is Cisco Webex Calling?
Cisco boasts a vast portfolio of telephony and cloud products. Naturally, the expectation is a cloud phone system offering should be natively intertwined with the phone package
Dominic Kent · 10 Apr 2019
Slack Integrates with Outlook and OneDrive: Why?
Slack is providing a better experience for existing users that can’t or won’t move away from Outlook. Interoperability is the unsexy buzz word that is too long to be marketed right now
Dominic Kent · 10 Apr 2019
The Evolution of Video Conferencing
Though voice calls are still the most utilised communication mechanism, the industry is trending rapidly towards video
Dominic Kent · 5 Apr 2019
Don't get Overloaded on the Path to the Cloud
We go into enterprise customers where they are asking their staff to use 15-20 apps at any one time. This presents lots of different problems. Mainly time spent navigating is wasted (up to an hour per day) and detrimental effect on hardware
Dominic Kent · 5 Apr 2019
The Rise of the Personal Speakerphone
Accepting the world hasn’t gone totally millennial just yet and phone calls need to happen, personal speakerphones are an ideal alternative to carrying round a spare desk phone
Dominic Kent · 5 Apr 2019
What are Avaya's Available CCaaS Options?
Customers can now go from plan to production in as little as a few days. You can start with a small POC of 100 users then scale to 1000 users on the same environment for real-time use
Dominic Kent · 4 Apr 2019
Oak Merges Bases to Empower Cloud Recording Partners
Oak Innovation’s merger with Oak Systems International speeds cloud recording for channel partners, with ProphecyIQ, SIPREC and Mitel support. Published on UC T
Dominic Kent · 3 Apr 2019
Zoom.ai Simplifies Meeting Room Booking
Zoom.ai room booking cuts wasted time for Microsoft Teams Rooms, Google and Robin users. Published on UC Today, it automates availability and sync.
Dominic Kent · 1 Apr 2019
Is UC Ready for the Rise of 5G?
In my old London office, I struggled to pick up 3G. At my new house, there is no mobile data at all. 5G still seems a long way away for the average user
Dominic Kent · 1 Apr 2019
Conversational AI – Who's Leading the Way?
The use cases for conversational AI are clear. For queries that include information accessible on your website, conversational AI can remove the human resource to stand by and power your live chat
Dominic Kent · 29 Mar 2019
ALE Rainbow Makes Handsets Intelligent
Rather than talking solely about digital transformation, Alcatel-Lucent Enterprise is talking about real life transformation
Dominic Kent · 29 Mar 2019
How Digitalisation will Impact the Contact Centre Market
Marketing will answer a public tweet that will affect the brand, and customer service is more likely to address the matter privately; the handover between both functions is sometimes complicated
Dominic Kent · 29 Mar 2019
Pay Monthly or Pay Upfront for your Contact Centre?
I can quite happily say that I love the cloud communications and contact centre industry. But it – and that includes me – has been terrible at marketing the Return on Investment
Dominic Kent · 28 Mar 2019
Swoop Datacom V2 to Migrate 15m Legacy Endpoints
“Provisioning and device management is an absolute nightmare when you don’t know what you’re doing. We’ve removed that barrier”
Dominic Kent · 27 Mar 2019
AMC Technology - New Contact Centre Integrations
In line with AMC Technology's webinar series , the CTI software specialist can now confirm they have launched integrations into leading customer service…
Dominic Kent · 27 Mar 2019
Unify: Which Collaboration Character are You?
Perhaps you can spot yourself here immediately. Maybe you’re stuck between two or three personas that best fit your working style. There’s only one way to find out
Dominic Kent · 22 Mar 2019
Telstra: Why are UK Businesses Struggling with DX?
Telstra’s research tells us that the benefits of a successful whole-of-company, leadership-led approach to digital transformation cannot be understated
Dominic Kent · 22 Mar 2019
How TelcoSwitch Achieves Zero Churn
With the UCaaS industry reported to be worth $28.69bn by 2021 by Markets and Markets, new resellers are chomping at the bit and need to make an informed decision when selecting a partner
Dominic Kent · 22 Mar 2019
Is CCaaS the 'Holy Grail' for Contact Centres?
There really isn’t a one size fits all answer to the question of cloud contact centres
Dominic Kent · 21 Mar 2019
Slack Enterprise Key Management is GO!
Slack Enterprise Grid customers now have access to, and ownership of, keys to encrypt and decrypt sensitive data stored in Slack including messages, files and comments
Dominic Kent · 20 Mar 2019
Avaya Launches Self-Service UCaaS Solution
Everybody is a consumer. If it’s easy to buy technology in the consumer world, the business world should replicate this customer experience
Dominic Kent · 18 Mar 2019
Formation Tech Deploys Optichannel Contact Centres
Formation Tech says optichannel contact centres could improve CX and ROI by matching voice, web chat and self-service to task. Published on UC Today.
Dominic Kent · 15 Mar 2019
Are You Using the Right IP Phone for Your Business?
Why the right IP phone now matters for UCaaS, VoIP and hybrid work. Published on UC Today, with Snom, DECT, wireless and hot desking.
Dominic Kent · 15 Mar 2019
Is Aspect on the Road to CCaaS Success?
Aspect’s recently revised CCaaS portfolio demonstrates that it is possible for an old school call centre provider to turn their offering into an up to date, market challenging proposition
Dominic Kent · 15 Mar 2019
Exploring Enghouse Interactive
“What we’re doing is opening up the Enghouse Interactive products to allow third party chat interfaces to integrate to the platform”
Dominic Kent · 15 Mar 2019
Angekis Launches New Blade VS
Like the dynamic startup feature, the Blade VS is built with the user experience in mind
Dominic Kent · 14 Mar 2019
Is Talkdesk the CCaaS Unicorn?
How many times have you been on a web chat to a human and been infuriated because it took so long for them to respond? Chatbots powered by machines and artificial intelligence don’t need to type
Dominic Kent · 14 Mar 2019
What’s HOT in Contact Centre with Julien Rio
Messaging is so hot right now. You have all the power when you send a message
Dominic Kent · 13 Mar 2019
Endpoint Wars 2019 – Which is the Best Device?
Endpoint wars 2019 shows why Grandstream, Avaya, Cisco, Yealink and Plantronics matter for UC, SIP, Teams and headsets.
Dominic Kent · 13 Mar 2019
CCaaS Success Toolkit
Just because you’ve introduced a CCaaS solution with all the bells and whistles doesn’t mean your customers are going to ring them
Dominic Kent · 12 Mar 2019
What’s New at Slack amid IPO Discussions?
This phase is like when you are ready to sell your house. Before the estate agents comes to take the photos, you make sure everything is cleaned and tidied away
Dominic Kent · 12 Mar 2019
Top CCaaS Providers 2019
It can be a minefield when breaking down who to even approach. And that needs to happen a long time before you start seeing demos and producing requirements
Dominic Kent · 12 Mar 2019
All Things Compliance with VanillaIP
I catch up with Iain Sinnott, Sales and Marketing Director at VanillaIP , usually once a month.
Dominic Kent · 8 Mar 2019
Zoom.ai Launches Plugin to Automate Outlook
Zoom.ai lives where you work. Trouble is, work these days is anywhere and everywhere.
Dominic Kent · 1 Mar 2019
Using Integration to Drive Efficiency and Compliance
Why contact centres should integrate CRM, call recording and payment automation: Oak Innovation says it boosts efficiency, GDPR and PCI compliance. Published on
Dominic Kent · 1 Mar 2019
Foehn: Customer Success Through Strength In-Depth
Foehn’s Kiwi.com and Communique wins show why CCaaS, PureCloud, Genesys and Voxivo matter: faster routing, analytics and remote working. Published on UC Today.
Dominic Kent · 28 Feb 2019
Get Integrated with 365 Channel Integration Framework
AMC Technology’s DaVinci adds Microsoft Dynamics 365 Channel Integration Framework integrations, with voice, SMS and chat.
Dominic Kent · 27 Feb 2019
Top Wholesale Cloud Communications Providers
The cloud communication market is hotting up. As small business success stories reach enterprise s and the communication market matures in terms of…
Dominic Kent · 22 Feb 2019
Enghouse Interactive Get Realistic with Chatbots
Why chatbots fail without purpose: Enghouse Interactive says contact centre buyers need training data, up-to-date knowledge bases and strategy. Published on UC
Dominic Kent · 22 Feb 2019
Top Cloud Communications Platforms for Service Providers 2019
Service providers need the right cloud communications platform. Published on UC Today, Avaya, IPCortex, 2600hz and Cisco BroadWorks are compared.
Dominic Kent · 22 Feb 2019
CX No Longer Just a Contact Centre Play
Formation Tech specialise in the mid-market UCaaS and CCaaS space. As providers of both, they have a niche in the mixed technology play.
Dominic Kent · 15 Feb 2019
Mattermost Enters The Collaboration Market
Mattermost, an open source B2B technology company, has officially entered the $30 billion collaboration market with a new collaboration tool to take on…
Dominic Kent · 14 Feb 2019
Snom Launches New User Interface
Snom version 10 brings a redesigned UI, QuickLookUp and SmartLabels with ambient light sensing, helping buyers simplify desk phones and setup. Published on UC T
Dominic Kent · 14 Feb 2019
MessageBird says Email is Still Important
Why email still matters: MessageBird and SparkPost add high-deliverability email to the Programmable Conversations API for omnichannel customer engagement. Publ
Dominic Kent · 12 Feb 2019
VanillaIP Sees Success Through Differentiation
VanillaIP’s BroadSoft differentiation shows why on-demand cloud communications, 30-day licences and partner-led sales matter. Published on UC Today.
Dominic Kent · 8 Feb 2019