Customer Experience
The Evolution and Impact of Chatbots on Customer Engagement
AI chatbots now drive 24/7 omnichannel customer support, personalisation and CRM integration via APIs and CPaaS.
Rebekah Carter · 7 Jun 2024
How To Choose An Effective Call Center Solution
Choose a cloud call centre or contact centre with Yeastar, omnichannel, ACD, IVR, analytics and better CX.
Rebekah Carter · 4 Jun 2024
CallMiner Launches App Marketplace of Conversation Intelligence Solutions
CallMiner’s App Marketplace gives buyers a faster way to extend conversation intelligence with partners, add-ons and Microsoft Azure AI. Published on UC Today.
Kieran Devlin · 4 Jun 2024
Ooma Upgrades Office With Innovative Communications Features
Ooma adds Contact Us, Auto Redialer and Online Whiteboard to Office, boosting SMB collaboration and CX. Published on UC Today.
Kieran Devlin · 31 May 2024
AVI-SPL Acquires ICAP Global
AVI-SPL’s ICAP Global acquisition boosts local AV, UCC and managed services in Latin America and Spain. Published on UC Today.
Kieran Devlin · 31 May 2024
Voiceflex UCaaS Platform Review: Streamlined Voice and Collaboration
Voiceflex Flow adds Teams voice, UCaaS, SIP and contact centre features, cutting Microsoft business phone licence costs.
Rebekah Carter · 30 May 2024
Yeastar Cloud PBX Review: Converged Communications
Yeastar Cloud PBX unifies UC and contact centre tools in one cloud platform, helping buyers simplify migration. Published on UC Today.
Rebekah Carter · 28 May 2024
Bicom Systems is Launching Its New Omnichannel Solution
Why contact centres should go omnichannel now: Bicom Systems adds WhatsApp, Facebook Messenger, email, live chat and SMS. Published on UC Today.
Linoy Doron · 28 May 2024
How to Send WhatsApp and iMessage Messages from within Microsoft Teams
Learn why Teams buyers need compliant WhatsApp and iMessage messaging, with LeapXpert, Microsoft Purview and Azure support.
Rebekah Carter · 23 May 2024
How This UC Technology Helps Make Kids' Dreams Come True
Why UC matters: Avaya CM10, Unified Communications, contact centre and SENTRY from 911Secure help Give Kids The World Village modernise and protect guests. Publ
Kieran Devlin · 22 May 2024
Why Channel Partners Should Bundle UCaaS with CCaaS
UCaaS and CCaaS bundling helps channel partners simplify cloud migration, boost CX, security and recurring revenue. Published on UC Today.
Rebekah Carter · 22 May 2024
4 Takeaways From Avaya ENGAGE 2024
Avaya ENGAGE 2024 showed why buyers should watch its AI, RingCentral, Zoom, LivePerson and Edify moves across AXP and Aura.
Tom Wright · 21 May 2024
Driving UCaaS Forward: Gamma, Pragma, and Ericsson-LG Enterprise Have Some Exciting Plans
Gamma’s Pragma acquisition brings Ericsson-LG Enterprise iPECS into its UCaaS portfolio, shaping cloud, AI and reseller growth for UK buyers. Published on UC To
Linoy Doron · 17 May 2024
How Communication Intelligence is Boosting Efficiency for Relationship Managers
Business communications have changed drastically over the last few years. We’re living in a landscape where both clients and employees connect and share…
Rebekah Carter · 16 May 2024
RingCentral, Vodafone Bring Business UC Solution to Ireland
RingCentral and Vodafone have brought their Vodafone Business UC with RingCentral hybrid work solution to Ireland.
Kieran Devlin · 16 May 2024
Intermedia Contact Center Receives Microsoft Teams Certification
Intermedia Cloud Communications has announced that its Intermedia Contact Center has been certified for Microsoft Teams.
James Stephen · 14 May 2024
Avaya’s Edify Acquisition Scoops UC, CX, and AI Tech
Avaya has announced the acquisition of Edify, which will feed UC, CX and AI technologies into its Avaya Experience Platform (AXP).
James Stephen · 9 May 2024
8x8 Looks To CCaaS And CPaaS For Growth Over 'Stodgy' UCaaS
8x8 looks set to focus more on CCaaS and CPaaS products and services over UCaaS, seemingly asserting they represent better growth avenues.
Kieran Devlin · 9 May 2024
UC Round Table: UC Service Management
UC service management is getting harder as multi-vendor UC, security and migration complexity rise. Published on UC Today, with Nuwave, Vonage, GoTo, VOSS and 8
Kieran Devlin · 8 May 2024
Introducing New Categories at UC Awards 2024
UC Awards 2024 adds 15 new categories for AI, hybrid work, UCaaS, Microsoft Teams, contact centre and meeting room tech. Published on UC Today.
Rob Scott · 8 May 2024
Akixi Unveils Real-Time CX Analytics For Microsoft Teams
Akixi launches real-time CX Analytics for Microsoft Teams, with bot engine, onboarding automation and cloud call analytics for service pr
Kieran Devlin · 6 May 2024
Tollring Launches Groundbreaking AI-Powered Recording Solution
Tollring’s Record AI brings platform-agnostic cloud call recording to Cisco BroadWorks, Microsoft Teams and SBCs with AI analytics.
Kieran Devlin · 6 May 2024
Cross Functional Collaboration: Definition, Benefits and Tips
Cross functional collaboration cuts silos and boosts alignment, engagement and profitability. Published on UC Today, it matters for hybrid teams.
Rebekah Carter · 6 May 2024
UC Partner Trends 2024 Launches!
UC Partner Trends 2024 helps channel leaders act on Cisco, Zoom and Digital Space insights across UC&C, AI and security.
Tom Wright · 2 May 2024
Case Study: How a Feature-Rich Unified Communications System Enabled High-Flying AirAsia to Soar
Over twenty years in business, millions of passengers, multiple awards for service and innovation, and a hunger to continue to succeed and grow—it is…
Simon Wright · 29 Apr 2024
Coming Soon: UC Partner Trends and Big UC Partner Updates
New UC Partner Trends cover Microsoft Teams Voice, Direct Routing, Operator Connect, hybrid workplace MSPs and CX.
Tom Wright · 26 Apr 2024
Personalizing CX in Microsoft Teams: A How-To Guide
Today’s customers expect more from their interactions with businesses. They don’t just want experiences to be fast and convenient, they also want them to…
Rebekah Carter · 25 Apr 2024
CCaaS Has Become the Growth Lever for UCaaS Players
CCaaS is becoming the growth lever for UCaaS vendors, with Microsoft Teams, Zoom and Bright Pattern integrations improving CX and costs.
Rebekah Carter · 22 Apr 2024
RingCentral Hits Home Run With San Francisco Giants Partnership
Why it matters: RingCentral’s Giants deal puts RingEX and Contact Center in Oracle Park, boosting employee and fan communications. Published on UC Today.
Kieran Devlin · 16 Apr 2024
Generative AI vs Conversational AI: What’s the Difference?
Why it matters: choose the right AI for customer experience and efficiency. Published on UC Today, compare generative AI, conversational AI, LLMs, NLP, chatbots
Rebekah Carter · 15 Apr 2024
Embracing a People-First Approach to AI
People-first AI can lift CX and employee experience, with RingCentral’s RingCX, RingEX and RingSense adding omnichannel support, coaching and automation. Publis
Tom Wright · 11 Apr 2024
Gartner Magic Quadrant for Event Technology Platforms 2024
Why the first Gartner Event Technology Platforms Magic Quadrant matters for hybrid events: Cvent, RainFocus, Bizzabo, Zoom and more. Published on UC Today.
Rebekah Carter · 11 Apr 2024
Comparing CPaaS Providers and Integration Solutions in 2024
Choose CPaaS providers and integration solutions that cut costs and boost productivity. Compare APIs, SDKs, SMS, security, GDPR and HIPAA on UC Today.
Rebekah Carter · 11 Apr 2024
6 Reasons to Invest in CPaaS Solutions for 2024
Why CPaaS matters in 2024: Published on UC Today, APIs, SDKs and workflow integration cut costs, boost productivity, improve customer journeys and security.
Rebekah Carter · 9 Apr 2024
Beyond the Buzzword: Unveiling the Practical Realities of AI in Business Communications
Why AI matters for business communications: RingCentral’s RingSense, RingCX and AI APIs aim to improve CX, sales and collaboration. Published on UC Today.
Tom Wright · 3 Apr 2024
5 Takeaways from Channel Partners
Channel Partners takeaways show why EX, AI, POTS replacement and GoTo Contact Center Pro matter for UC and CC buyers.
David Dungay · 28 Mar 2024
Lumen Now Supports Zoom Contact Centre Solutions
Lumen Technologies is expanding its partnership with Zoom to add support for its contact centre solutions.
James Stephen · 26 Mar 2024
Gamma CloudCCX & SmartAgent Review
Gamma CloudCCX helps enterprises move to Amazon Connect faster, with managed CCaaS, AI, CRM integrations and UK support. Published on UC Today.
Rebekah Carter · 21 Mar 2024
How to Compare Small Meeting Room Tech for Your Teams
Compare small meeting room tech for Microsoft Teams, AI video bars, displays and kits to cut costs and boost collaboration.
Rebekah Carter · 20 Mar 2024
Deltapath Cloud-Based Phone System Review: How to Modernize SMB Communications
SMBs can modernise with Deltapath’s cloud phone system, gaining voice, video, SMS, CRM integration and Dolby noise cancellation. Published on UC Today.
Simon Wright · 19 Mar 2024
How Conversation Analytics Boosts Cross-Department Collaboration
Conversation analytics helps finance, sales, marketing and HR share unified insights, using AI, NLP and omnichannel data. Published on UC Today.
Rebekah Carter · 19 Mar 2024
Striking Gold: How to Mine the Wealth of Data Created by UC Platforms
RingCentral Business Analytics uses UC data, AI and machine learning to help IT and business leaders cut costs, improve CX and security.
Tom Wright · 18 Mar 2024
Tollring’s Adds Call Analytics and Recording to PingCo’s Platform
Why it matters: PingCo’s TCAP Services Hub now adds Tollring Analytics 365 call analytics and call recording for Microsoft Teams Voice, Operator Connect and Dir
James Stephen · 15 Mar 2024
Cavell Summit Europe 2024: Navigating the Future of Telcos
Why telcos must diversify: Cavell Summit Europe 2024 flagged margin erosion, open platforms, ESG, AI, CX and cloud communications. Published on UC Today.
Rob Scott · 14 Mar 2024
UC Round Table: UCaaS and CCaaS
Why UCaaS and CCaaS integration matters: better CX and EX, simpler support and AI-driven workflows. Published on UC Today with Zoom, Avaya and Vonage.
Kieran Devlin · 14 Mar 2024
Microsoft, CommBank Announce Gen AI-Focused Partnership
CommBank and Microsoft are deepening a Gen AI partnership using Copilot, Microsoft 365, GitHub Copilot and cybersecurity to improve banki
Kieran Devlin · 11 Mar 2024
Reinvent Introduces NetSapiens’ UC&C Platform to Reseller Partners
Reinvent adds NetSapiens UC&C to reseller portfolio, giving MSPs and telecom partners cloud-native white-label UCaaS, video and contact centre options. Publishe
James Stephen · 11 Mar 2024
New Era Technology Helps Digital Transformation Customers Achieve Enhanced CX with Flexible Cisco Offerings
Organisations across the world are embracing digital transformation as they provide improved customer experiences.
George Malim · 11 Mar 2024
AI Opportunities to Take Centre Stage at Cavell Live Europe
Watch on YouTube Join Rob Scott from UC Today News for an interview with Dom Black, Director of Research Services at Cavell Group , as we gear up for the…
Rob Scott · 7 Mar 2024
5 Reasons to Use Microsoft Teams as a Contact Center
See why Microsoft Teams contact centre buyers should care: UCaaS and CCaaS, omnichannel, Salesforce, Dynamics, security and analytics.
Rebekah Carter · 6 Mar 2024
CallTower Expands Operator Connect Telephony Across EMEA
CallTower expands Operator Connect for Microsoft Teams across EMEA, adding PSTN voice, Direct Routing and telephony for Teams.
Kieran Devlin · 6 Mar 2024
Dubber Suspends CEO After Finding Accounts Anomaly
Dubber’s accounts anomaly has suspended CEO Steve McGovern, with ASIC notified. Published on UC Today, it affects AI call recording, Moments and revenues.
Kieran Devlin · 4 Mar 2024
Your Guide to Comparing UCaaS/ CCaaS Tech in 2024
This guide shows why UCaaS and CCaaS buyers should unify cloud platforms for cost, security, AI and scalability in 2024.
Rebekah Carter · 4 Mar 2024
The Hottest Trends in CCaaS and UCaaS Platforms for 2024
Why it matters: CCaaS and UCaaS convergence is cutting costs and stack sprawl. Published on UC Today, see 2024 trends in Microsoft Teams, AI, CPaaS, security an
Rebekah Carter · 4 Mar 2024
The Top Reasons to Combine UCaaS and CCaaS in 2024
Why UCaaS and CCaaS integration matters in 2024: lower costs, better CX, stronger security and AI insights. Published on UC Today.
Rebekah Carter · 3 Mar 2024
Vyopta Launches AI Tech Support System ‘Aviator’
Vyopta’s Aviator AI support system speeds troubleshooting, onboarding and UCaaS migrations with real-time, context-aware help.
James Stephen · 29 Feb 2024
Forget UCaaS vs CCaaS: Try UCaaS + CCaaS
UCaaS + CCaaS integration can cut silos, improve CX and productivity, and lower costs with AI and CRM tools.
Rebekah Carter · 29 Feb 2024
UC/CC Backend: How a New Way of Building Can Give Providers an Edge
To innovate is to do things differently. It is to resist the status quo in favour of stepping bravely out of a comfort zone.
Simon Wright · 28 Feb 2024
LeapXpert, ASC Partner on Microsoft Teams Compliance Solution
LeapXpert and ASC add Microsoft Teams compliance recording for external voice and text, helping regulated firms meet GDPR, MiFID II and H
Kieran Devlin · 23 Feb 2024
Oracle Launches Enterprise Communications Platform
Oracle has introduced Enterprise Communications Platform (ECP) to provide a range of cloud services for businesses by connecting Oracle industry…
James Stephen · 21 Feb 2024