Customer Experience
Using Microsoft Teams in Omnichannel Environments
Microsoft Teams can anchor omnichannel with Direct Routing, Operator Connect, SMS, social media and contact centre integrations.
Rebekah Carter · 21 Feb 2024
Global RCS Market to Almost Quadruple in Value By 2031
The global Rich Communications Services (RCS) market is set to almost quadruple in value by 2031.
Kieran Devlin · 20 Feb 2024
Vonage, AWS Partner on Comms APIs to Foster Innovation
Vonage and AWS have partnered on communications and networking Application Programming Interfaces (APIs) to foster innovation.
Kieran Devlin · 19 Feb 2024
How to Compare Cloud Voice Tech in 2024
Cloud voice is now essential as BT PSTN switch-off nears. Published on UC Today, compare security, Teams integration, scalability and AI in 2024.
Rebekah Carter · 16 Feb 2024
Cisco Confirms Staff Layoffs as Collaboration Sales Grow Again
Cisco cuts 5% of staff as Webex, collaboration devices and calling drive 3% growth. Published on UC Today, with hybrid work and AI.
Kieran Devlin · 15 Feb 2024
Evolve IP Announces New CEO
Evolve IP has appointed Jeff Coursen as its new Chief Executive Officer . Coursen will oversee a "new phase of leadership" for the remote solutions…
Kieran Devlin · 7 Feb 2024
What's the Vision Behind DTEN's New Video Bar?
DTEN’s new Video Bar and Mate kit add 4K AI, 360-degree mounting and Zoom, Microsoft Teams and BYOD support for small rooms. Published on UC Today.
Linoy Doron · 29 Jan 2024
AI in Customer Experience: Taking the Contact Centre to the Next Level
Throughout 2023, the dominant focus in artificial intelligence discussions was often on theoretical and ethical considerations.
Linoy Doron · 25 Jan 2024
The Top UC Events for 2024: Must-See UC Events
Discover why ISE, Cisco Live, ITEXPO, Enterprise Connect and Google Cloud Next matter for UC, AI and collaboration buyers.
Rebekah Carter · 24 Jan 2024
Nextiva Acquires Thrio to Strengthen CX Offerings
Nextiva acquires Thrio to expand AI-powered CX and contact centre software, giving customers a unified experience. Published on UC Today.
Kieran Devlin · 19 Jan 2024
Enterprise Connect Returns with Top Exec Keynotes
Enterprise Connect returns in March with Microsoft, Cisco and Zoom keynotes, highlighting AI in the contact centre, Webex and Teams for hybrid work.
Tom Wright · 19 Jan 2024
UC Round Table: Next-Gen Collaboration
Why next-gen collaboration matters: Zoom, 8x8, Vonage and Black Box on AI, AR, unified UC, CRM integration and security. Published on UC Today.
Kieran Devlin · 16 Jan 2024
The Top Collaboration Events for 2024: Are You Attending?
Why 2024 collaboration events matter: get the latest on AI, immersive collaboration and workplace tech from ISE, Cisco Live, ITEXPO, Channel Partners, Enterpris
Rebekah Carter · 12 Jan 2024
AI, CX and Security: CPaaS Predictions for 2024
2023 was a challenging year for businesses around the world. Between widespread economic disruption and huge swings in customer needs and demands, it was…
Guest Blogger · 12 Jan 2024
Mastering Multi-UC Management - Another Hockey Stick Moment?
Multi-UC is raising costs and complexity, so NUWAVE’s iPILOT helps carriers manage Teams, Zoom and Webex Calling in one portal. Published on UC Today.
David Dungay · 10 Jan 2024
Enhancing User Experience: A Deep Dive into UC Performance Management
Digital transformation has become a strategic imperative for virtually every business in recent years.
Rebekah Carter · 10 Jan 2024
Voiceflex Sets its Sights on Omnichannel and Contact Centre
Voiceflex is shifting from SIP to UCaaS, omnichannel and CCaaS, with Televox Flow, OmniChat, AudioCodes Voca and Microsoft Teams. Published on UC Today.
Tom Wright · 9 Jan 2024
Peerless Network Now Certified for Webex Calling Cloud Connect
Why it matters: Peerless Network’s Cisco Webex Calling Cloud Connect certification improves reliability and call quality for DIDs and global calling. Published
Kieran Devlin · 8 Jan 2024
Unleashing the Potential of SBC: From Necessary Evil to Revenue Enabler
Traditionally, Session Border Controllers (SBCs) were designed to keep IP networks from being exposed to the public internet, functioning as firewalls.
Linoy Doron · 3 Jan 2024
UC Round Table: 2024 Predictions
2024 will be the show me year for generative AI in UC&C. Published on UC Today, Cisco, Dialpad, Crestron, NuWave and VOSS weigh in.
Kieran Devlin · 22 Dec 2023
Gartner Collaborative Work Management Magic Quadrant: Top Vendors in 2023
Gartner’s 2023 Magic Quadrant shows how Adobe, Airtable, Asana and Atlassian CWM tools matter for automation and analytics.
Rory Greener · 21 Dec 2023
Why AI Makes Sense for SMBs: The Benefits of AI
Artificial Intelligence (AI) has fundamentally changed the way we live and work.
Rebekah Carter · 20 Dec 2023
AWS Communication Developer Services Review
AWS Communication Developer Services brings Amazon Chime SDK, Pinpoint and SES APIs to embed voice, video, SMS and email.
Tom Wright · 18 Dec 2023
Voice Intelligence: How Carriers Can Offer Mobile Call Capture and Insight to Any Size of Customer
Mobile call capture with AI changes compliance, sentiment and conversation intelligence for any business. Published on UC Today, Dubber helps CSPs.
Simon Wright · 18 Dec 2023
How does Virtual Reality Work? The Ultimate Guide
Why VR matters for workplace training and collaboration: how hardware, software, AI, sensors and Meta Quest 2/3 power immersive virtual reality. Published on UC
Rebekah Carter · 18 Dec 2023
Microsoft Ignite One Month On: Three Experts Have Their Say
Which Microsoft Ignite announcements caught your eye and why? George Schoenstein, CMO at Fusion Connect Copilot Studio stands out; it simplifies the…
Tom Wright · 14 Dec 2023
Toy Manufacturer Not Playing Around with New UCaaS Provider
Toy manufacturer Ty has partnered with 8x8 to leverage its XCaaS unified communications and contact centre platform.
Kieran Devlin · 14 Dec 2023
Improving Customer Service with AI and Machine Learning
Why customer service teams should care: AWS adds AI and machine learning to Amazon Chime SDK, Transcribe and QuickSight for call analytics, NLP and chat.
Tom Wright · 12 Dec 2023
Tollring Launches AI Call Recording Solution
Why it matters: Tollring’s Record AI brings AI cloud call recording and call analysis to SBCs, Microsoft Teams and Cisco BroadWorks. Published on UC Today.
Kieran Devlin · 12 Dec 2023
NEC Launches UNIVERGE BLUE AI Assistant
Why it matters: NEC adds generative AI to UNIVERGE BLUE COMMUNICATIONS PLATFORM, with UNIVERGE BLUE AI ASSISTANT, PULSE and CONNECT UCaaS. Published on UC Today
Chris Porter · 11 Dec 2023
UC Predictions 2024: 12 Experts Have Their Say
UC Today asks 12 experts why AI copilots, hybrid work, UCaaS, CX and mobile FMC will shape 2024 for workplace technology buyers.
Tom Wright · 6 Dec 2023
Compliance and Security: Why the Omnichannel Explosion Means it Pays to Partner with a Governance Expert
Compliant communication used to be easy. Lawyers, bankers, and financial services experts would fax each other, or perhaps record their conversations and…
Simon Wright · 5 Dec 2023
Big UC News from AWS, Webex, Alianza, Microsoft and 8x8
AWS Announces New Collaborations with Webex and Alianza Webex by Cisco and AWS have expanded their partnership to improve worker collaboration and enhance…
Kieran Devlin · 1 Dec 2023
The Future of Customer Service: AI-Powered Efficiencies in Contact Centres
AI in Anywhere365 Dialogue Cloud and Microsoft Azure cuts contact-centre workload, improves CX and agent productivity. Published on UC Today.
Maya Middlemiss · 29 Nov 2023
AWS, Alianza Partner to Empower CSPs in Cloud Transformation
Why it matters: AWS and Alianza are giving CSPs a turnkey cloud communications platform to cut TDM legacy costs and launch UCaaS, voice and SaaS.
Kieran Devlin · 29 Nov 2023
Webex and AWS Partner to Enhance Collaboration and CX
Webex and AWS expand AWS WorkSpaces, Webex Contact Center and VDI support to cut costs, boost security and CX.
Kieran Devlin · 28 Nov 2023
Security: How to Protect Your and Your Customers’ Communications from the Threat of Cyber Crime
Why secure CPaaS matters: BICS, Apple RCS, WhatsApp, Viber and SMS help protect customer communications from phishing and cyber crime. Published on UC Today.
Simon Wright · 27 Nov 2023
Big UC News from Zoom, Avaya and OpenAI
Why workplace tech buyers should care: Momentum adds Microsoft Teams and Operator Connect via G12, Zoom grows Phone and AI Companion, Avaya names new CTO, OpenA
Tom Wright · 24 Nov 2023
What is Communication Data Analytics and Why is it Important?
Data is the world’s most valuable asset. That’s particularly true for businesses, who rely on data insights to make decisions about everything from…
Rebekah Carter · 23 Nov 2023
5 Ways to Transform Customer Experience Using AI Insights
Why it matters: AI call recording analytics can cut churn, lift FCR and improve CX. Published on UC Today, featuring ASC and Microsoft Teams.
Linoy Doron · 23 Nov 2023
Channel Partnership: How to Turn Provider Differentiators into Reseller Opportunities
Why partner choice matters: Evolve IP’s cloud telephony, collaboration, Webex, Microsoft Teams and Anywhere Portal help VARs and SIs win more business.
Simon Wright · 21 Nov 2023
Avaya's Year of Executive Change Continues With New CTO
Avaya has confirmed Soren Abildgaard as its new Chief Technology Officer and Marylou "ML" Maco as its new Chief Revenue and Customer Experience Officer .
Kieran Devlin · 20 Nov 2023
How AI Can Improve the Customer Experience
AI can improve contact centre CX now with Landis Technologies and Microsoft Teams, helping self-service, agents and analytics. Published on UC Today.
Robbie Pleasant · 20 Nov 2023
CallTower Receives New Investment to Elevate UC Services to Next Level
BV Investment Partners backs CallTower, boosting Microsoft Teams, Zoom, Cisco Webex and Five9 UCaaS as hybrid work and cloud migration accelerate.
Kieran Devlin · 17 Nov 2023
RingCentral Launches 'Next-Level' Events Platform
RingCentral Events goes global, adding Hopin’s hybrid platform, AI, analytics and integrations. Published on UC Today, it spans virtual, onsite and hybrid event
James Stephen · 14 Nov 2023
Phonism Brings Third-Party Device Management to Webex Calling
Phonism is integrating third-party device management with Webex Calling, which it highlights as being the first offering of its kind on Cisco’s…
James Stephen · 13 Nov 2023
Conversation Intelligence: What’s in it for Service Providers in 2023 and Beyond?
AI conversation intelligence helps service providers turn Dubber Moments, NLP and machine learning into better customer, sales and compli
Rebekah Carter · 9 Nov 2023
6 Reasons to Invest in UC Security & Compliance in 2024
Why UC security and compliance matter in 2024: GDPR, CCPA, HIPAA, Microsoft Teams, Zoom, AI and mobile risk.
Rebekah Carter · 7 Nov 2023
How to Use the Slack Workflow Builder to Boost Productivity
Why it matters: Slack Workflow Builder lets teams automate onboarding, approvals and expert routing without code. Published on UC Today, it connects with Salesf
Rebekah Carter · 3 Nov 2023
Five Key Takeaways From WebexOne
WebexOne showed how Cisco’s AI Assistant, Room Kit EQX, Webex Customer Experience and Webex Go with AT&T matter.
Tom Wright · 2 Nov 2023
The Future of Unified Communications - What's in Store in 2024?
This blog explores the pivotal trends shaping the future of workplace communication and collaboration and what's in store for the year ahead (2024). By Rob Scott, Publisher, UC Today
Rob Scott · 31 Oct 2023
Evolve IP, Dubber Partner on AI-Powered Call Recording Platform
Evolve IP and Dubber have partnered to develop an AI-powered call recording platform for businesses.
Kieran Devlin · 31 Oct 2023
Zoho Updates Cliq and Launches Cliq Rooms
Zoho Cliq gains low-code collaboration, AI and Cliq Rooms for hybrid meetings, helping buyers cut silos. Published on UC Today.
James Stephen · 30 Oct 2023
New Report Reveals AI's Impact on Customer Experience
In today's rapidly evolving business landscape, the integration of Artificial Intelligence (AI) and automation has become a central force driving change.
George Malim · 30 Oct 2023
8x8 Releases Wave of XCaaS Innovations
8x8 has announced a host of new innovations to its XCaaS platform, including Microsoft Teams integrations and new meetings capabilities.
James Stephen · 27 Oct 2023
Zoom Announces ISV Exchange Programme
Zoom has announced its internet software vendor (ISV) programme, which includes prestigious partners such as Theta Lake and Verint .
Kieran Devlin · 26 Oct 2023
Avaya’s Week at GITEX – Top Takeaways
Just four months on from their last big event Avaya welcomed customers and partners from around the globe to GITEX, one of the biggest technology…
David Dungay · 25 Oct 2023
AI Underpins First In-Person WebexOne Event
Cisco’s first in-person WebexOne shows how AI could reshape collaboration and customer experience for buyers. Published on UC Today.
Tom Wright · 24 Oct 2023
GoTo Resolve and Connect Receive AI and Security Enhancements
GoTo has announced a sweeping range of new features for GoTo Resolve and Connect, including AI and security enhancements, to address the needs of the…
Kieran Devlin · 24 Oct 2023
What Does AWS Offer in the Communication Space?
Why it matters: AWS is expanding beyond cloud computing into communications with Amazon Connect, AWS Communication Developer Services, SDKs, APIs, SMS and AI. P
Rebekah Carter · 23 Oct 2023