Customer Experience
CCaaS: Why it Pays to Close the Gap Between Communication and Customer Relationship Management
Deltapath’s Zendesk CTI closes the CCaaS-CRM gap, giving agents one view, cleaner calls and better customer service.
Simon Wright · 23 Oct 2023
Deltapath Brings Deltapath Talk to Zendesk
Deltapath Talk now integrates with Zendesk, giving agents click-to-dial, call logs and a 360-degree customer view. Published on UC Today.
James Stephen · 23 Oct 2023
Finance Transformation Business Expands Capabilities with Microsoft Teams
BlackLine adds Microsoft Teams and D365 Connector updates, giving finance teams real-time alerts and faster close workflows. Published on UC Today.
Kieran Devlin · 18 Oct 2023
ULAP Networks makes NICE CXone Platform Available via ULAP Smart Exchange
ULAP Networks adds NICE CXone to ULAP Smart Exchange, helping buyers cut legacy hardware with AI, cloud CX and Smart Cloud Network. Published on UC Today.
George Malim · 18 Oct 2023
Skype Accounts Being Hacked to Spread Malware, Teams Also Targeted
Trend Micro says hacked Skype and Teams accounts are spreading DarkGate malware, raising risk for Microsoft collaboration users.
Kieran Devlin · 17 Oct 2023
Conversation Analytics: How AI-driven Intelligence Can Drive Higher Customer Satisfaction and Employee Engagement
CallCabinet’s AI conversation analytics uses cloud, NLP and machine learning to boost CX, EX and call centre efficiency.
Simon Wright · 17 Oct 2023
Big UC News from Microsoft, G12 Communications, and Alcatel-Lucent Enterprise
Microsoft Teams gains faster GA app, Viva AI skills and Amplify, while Momentum buys G12 Communications and ALE expands Rainbow Hub. Published on UC Today.
Kieran Devlin · 13 Oct 2023
Cisco Teases AI, Strategy and Partnership News Ahead of WebexOne
Cisco will use WebexOne to unveil AI, Webex Suite, devices and Contact Center strategy, with new partnerships and demos.
Tom Wright · 13 Oct 2023
AMC Technology Launches New Teams Integration to Enhance Collaboration
CX solution provider AMC Technology has launched an innovative communications offering in the Microsoft Teams integration, DaVinci for Microsoft Teams.
Kieran Devlin · 11 Oct 2023
Avaya to Unveil AI Innovations at GITEX Global 2023
Avaya is set to showcase its transformative AI capabilities at GITEX Global 2023, taking place from October 16 to 20, 2023, in Dubai, United Arab…
Tom Wright · 10 Oct 2023
Dubber and Alianza Partner to Bring Conversational AI to CSPs
Dubber and Alianza bring conversational AI to 200+ CSPs, adding unified recording, analytics and voice AI to cloud communications on UC Today.
Kieran Devlin · 10 Oct 2023
Meta Quest 3 Controllers And Accessories: The Complete Guide
Meta Quest 3 controllers and accessories boost XR comfort, haptics and tracking, with Touch Plus, Elite Strap and facial interface.
Rebekah Carter · 10 Oct 2023
How AI Is 'Energizing' This Wedding Vendor Business
The Knot Worldwide says Google Duet AI is speeding sales, marketing and customer care, while shaping AI search and vendor tools.
Kieran Devlin · 9 Oct 2023
NFL Franchise Implements Webex to Gain the Hard Yards
Webex will power Patriots collaboration at Gillette Stadium, as Cisco adds networking, security and 4K video. Published on UC Today.
Kieran Devlin · 9 Oct 2023
Top Contact Center Compliance Challenges (and How to Overcome Them)
The contact center is one of the most important resources in any business environment.
Rebekah Carter · 5 Oct 2023
Vonage and Flowcode Partner on “First-of-its-Kind” Communications Tool
Vonage and Flowcode’s Flowconnect uses QR codes, live chat, SMS and Voice APIs to speed customer journeys and improve service.
James Stephen · 29 Sept 2023
Cisco Webex Partners with Journey to Reinforce Cybersecurity
Webex Contact Centre security gets a boost as Cisco and Journey add identity proofing, authentication and encryption via the Webex App Hub. Published on UC Toda
Kieran Devlin · 28 Sept 2023
RingLogix and TeamMate Collaborate on Teams Solutions for MSPs
RingLogix and TeamMate add Microsoft Teams direct routing for MSPs, linking Teams with UCaaS, PBX and white-label voice on UC Today.
Kieran Devlin · 25 Sept 2023
Tollring Introduces iCall Suite Call Analytics for Teams
Tollring’s iCall Suite brings call analytics to Microsoft Teams Phone, helping buyers improve CX, KPIs and reseller ARPU. Published on UC Today.
James Stephen · 22 Sept 2023
UC Round Table: Service Management
Learn why UC service management is getting harder, and how Unimax, Nuwave and VOSS Analytics use AI, automation and multi-vendor platform
Kieran Devlin · 21 Sept 2023
Cisco Acquires Splunk to Bolster Cybersecurity Offerings in Age of AI
Cisco has acquired the cybersecurity and observability business Splunk to strengthen its security offerings in the age of AI.
Kieran Devlin · 21 Sept 2023
Using Teams and Dynamics 365 for Customer Engagement
Why Teams and Dynamics 365 matter: Microsoft ties UCaaS, CRM and ERP into one workflow for better customer engagement. Published on UC Today.
Rebekah Carter · 20 Sept 2023
Lake Ridge Bank Enhances CX With 8x8's XCaaS Platform
Lake Ridge Bank’s move to 8x8 XCaaS shows why integrated cloud contact centre and UCaaS matter: better CX, efficiency and lower costs. Published on UC Today.
Kieran Devlin · 18 Sept 2023
16 Advanced Microsoft Teams Features for Customer Engagement
Why it matters: advanced Microsoft Teams features now link UCaaS and CCaaS for customer engagement, with Dynamics 365, Power Automate and contact centre integra
Rebekah Carter · 18 Sept 2023
How to Pick an Integration for Teams Contact Centre
Choose the right Microsoft Teams contact centre integration to unlock Direct Routing, Operator Connect, CRM, analytics and reporting.
Rebekah Carter · 14 Sept 2023
Leading Property and Casualty Broker Signs up to RingCentral
NFP has chosen RingCentral MVP and Contact Centre to unify 8,000 staff and 600 agents, improving compliance, AI and analytics.
Kieran Devlin · 13 Sept 2023
14 Zoom Productivity Features to Power Your Workforce
Why workplace buyers should care: Zoom IQ, meetings, whiteboards, breakout rooms, scheduling and integrations cut app switching. Published on UC Today.
Rebekah Carter · 8 Sept 2023
How do Microsoft Certified Contact Centers integrate with Dynamics 365?
Learn why Microsoft Certified Contact Centers matter: they connect Teams, Dynamics 365, Azure AI and Copilot for CX.
Rebekah Carter · 31 Aug 2023
NEC Univerge Blue Engage Adds Innovative Healthcare Integrations
NEC UNIVERGE BLUE ENGAGE now integrates with Epic, Oracle Cerner and MEDITECH, helping healthcare providers cut costs and speed patient access. Published on UC
Kieran Devlin · 25 Aug 2023
RingCentral’s UCaaS Deals Explained: The Value of RingCentral
Why RingCentral UCaaS deals matter: MVP, AI, cloud telephony and integrations with Microsoft Teams, Google and Salesforce. Published on UC Today.
Rebekah Carter · 25 Aug 2023
Zoom Results: Gen AI and Zoom Phone Take Centre Stage
AI and Zoom Phone were front and centre of Zoom's Q2 earnings call as the vendor posted year over year revenue growth.
Kieran Devlin · 22 Aug 2023
The Top 5 Reasons to Deploy AI in the Workplace
The future of work is here. Over the last few years, companies have seen significant changes in the way they manage employees, hire staff members, and…
Rebekah Carter · 22 Aug 2023
8x8 Phone App for Teams Updated to Enhance User Experience
8x8 has launched a "next-gen" version of its Phone App for Microsoft Teams, offering native calling experiences and enhanced user performance.
Kieran Devlin · 18 Aug 2023
Call Recording & Analytics: How Employee Conversational Data is the Key to Talent Retention and Acquisition
Performance is a joint effort. Every enterprise needs the tools and the processes to deliver its products or services, but the people who strategize…
Simon Wright · 16 Aug 2023
License to Thrill: Empowering Microsoft Teams Users with AI for Outstanding Customer Experience
Why it matters: Teams, Five9 and CallTower are bringing generative AI to UCaaS and CCaaS, helping staff deliver better customer experience. Published on UC Toda
Rob Scott · 15 Aug 2023
License to Thrill: Empowering Microsoft Teams Users with AI for Outstanding Customer Experience
The Five9-CallTower eBook shows how AI, Microsoft Teams and cloud contact centre integration can lift CX and ROI.
Rebekah Carter · 15 Aug 2023
Zoom Opens New London Hub, Mandates Partial Return to Office
Zoom’s new London hub shows why hybrid work buyers should care: Zoom Rooms, workspace reservation, Intelligent Director, and a two-day office return. Published
Kieran Devlin · 10 Aug 2023
RingCentral Stock Plunges After CEO Stands Down
RingCentral stock fell by 18.6 percent on Tuesday after the news that Founder and long-term CEO Vlad Shmunis was standing down was revealed during the…
Kieran Devlin · 9 Aug 2023
AWS and Five9 Become Leaders in 2023's Gartner CCaaS Magic Quadrant
AWS and Five9 move into Gartner’s CCaaS leaders quadrant as AI, LLMs and Amazon Connect pricing reshape the market. Published on UC Today.
Kieran Devlin · 9 Aug 2023
'Another Solid Quarter' as RingCentral Earnings Surpass Guidance
RingCentral has surpassed its guidance for the quarter, with total revenue increasing 11 percent year over year to $539 million.
Kieran Devlin · 8 Aug 2023
RingCentral Announces New CEO
Why it matters: RingCentral names Tarek Robbiati CEO as Vlad Shmunis shifts to Executive Chairman, with RingCX AI contact centre and Hopin events.
Kieran Devlin · 8 Aug 2023
RingCentral Launches AI-Powered CCaaS RingCX, RingSense for Phone Announced
RingCentral’s AI-powered RingCX and RingSense for Phone add omnichannel CCaaS, UCaaS, Salesforce and Zendesk insights. Published on UC Today.
Kieran Devlin · 8 Aug 2023
ULAP Reinvents CX with AI-infused Smart Exchange
ULAP and Simplify360 add AI omnichannel CX to Smart Exchange, helping contact centres streamline workflows and boost productivity.
George Malim · 4 Aug 2023
6 Reasons to Buy Advanced Communication Devices and Endpoints in 2023
Why workplace buyers should upgrade communication devices and endpoints in 2023: better Teams collaboration, 5G, AI, security and compliance. Published on UC To
Rebekah Carter · 4 Aug 2023
RingCentral Acquires Virtual Events Assets From Hopin
RingCentral’s Hopin assets deal expands video meetings and virtual events with Hopin Events and Session. Published on UC Today.
Tom Wright · 2 Aug 2023
How to Build SMS into Your Omnichannel Strategy
Mitto shows why SMS in an omnichannel strategy can lift loyalty, conversions and CX with CRM and messaging platforms.
Rebekah Carter · 1 Aug 2023
8x8 Launches UCaaS and CCaaS Enhancements, Expands into South Korea
8x8 has released several UCaaS and CCaaS updates to its XCaaS platform designed to enhance the customer experience.
Kieran Devlin · 31 Jul 2023
SMS Goldrush: Breaking Through the Marketing Noise
SMS is regaining ground as AWS Amazon Pinpoint drives personalised, automated messaging with 98% open rates, better deliverability and compliance.
Simon Wright · 31 Jul 2023
The Value of Unified Conversational Data “In” The Network (and How to Enhance it with AI)
Network-native conversational data could lift margins for service providers. Published on UC Today, Dubber, Microsoft Teams, AI and 5G boost insights.
Rebekah Carter · 31 Jul 2023
Dstny’s Carrier Automate ‘Delivers a Seamless Journey for Integrating Voice to Multiple UC’
Dstny has enhanced Carrier Automate, a product for connecting carriers to UCaaS through a single service connection, streamlining and improving the…
Tom Wright · 27 Jul 2023
How to Make Microsoft Teams Work with Your Contact Center
Why Microsoft Teams integration matters for contact centres: boost first-contact resolution with Content Guru, Microsoft-certified cloud contact centre tools an
Rebekah Carter · 27 Jul 2023
What is SIP Calling? Demystifying SIP Calling Technology
SIP calling helps replace PSTN and ISDN lines, cut costs and scale PBX voice, video and messaging in the cloud.
Rebekah Carter · 26 Jul 2023
What's Driving the Surge in Demand for Omnichannel?
Watch on YouTube UC Today's Tom Wright hosts Soprano Design's Matt Rawbone . In this session, we discuss the following: How omnichannel can solve common…
Tom Wright · 24 Jul 2023
CPaaS: Why it Pays for the Financial Services Sector to Leverage the Power of Secure Digital Communication
Secure CPaaS can help financial services digitise customer communications and cut fraud risk. Published on UC Today, with Soprano Connect and IDC.
Simon Wright · 24 Jul 2023
Unlocking the Critical Aspects of Quality Assurance and Customisable Call Scoring Tools
Quality assurance (QA) tools aren’t a new concept for many business leaders. To deliver exceptional customer experiences, ensure compliance, and maintain…
Rebekah Carter · 24 Jul 2023
The Hottest SIP and CPaaS Trends in 2023
Why SIP and CPaaS matter in 2023: UCaaS, VoIP, Microsoft Teams, Zoom and AI help firms cut cost, complexity and boost security.
Rebekah Carter · 20 Jul 2023
UC Round Table: CPaaS
Why CPaaS is booming for UCaaS, CCaaS and AI: UC Today’s round table with Avaya, Cisco, AWS, Bandwidth, Plivo and Horisen on costs, security.
Kieran Devlin · 19 Jul 2023
Proximus Expands CPaaS Portfolio with Route Mobile Acquisition
Proximus’ Route Mobile deal expands CPaaS, omnichannel messaging and digital identity with Telesign, boosting global scale.
Kieran Devlin · 18 Jul 2023
Conversational AI: How to Enhance the Customer Experience and Reduce Human Agent Intervention
Conversational AI cuts human agent intervention and improves customer experience. Published on UC Today, see how Soprano’s no-code AI chatbot boosts sales, HR a
Simon Wright · 18 Jul 2023
5 Reasons to Implement AI into Contact Centre and Business Apps
In recent years, artificial intelligence has evolved from a relatively futuristic concept, into an everyday part of our lives.
Rebekah Carter · 17 Jul 2023