Customer Experience
Big UC News from Microsoft, Zoom, Theta Lake, CallTower and 8x8
Why workplace buyers should care: Microsoft Inspire, Theta Lake-Zoom Contact Centre security, CallTower Solgari for Teams and 8x8 partner ecosystem updates. Pub
Kieran Devlin · 14 Jul 2023
8x8 Announces New Technology Partner Ecosystem to Transform CX
8x8 is launching a new technology partner ecosystem to transform the customer experience.
Kieran Devlin · 13 Jul 2023
CallTower Launches Teams-Integrated Contact Centre Solgari
CallTower launches Solgari for Teams, a Microsoft-certified contact centre for Operator Connect and Direct Routing, with UCaaS, CCaaS and
Kieran Devlin · 12 Jul 2023
7 CPaaS and SIP Events to Attend in 2023
Why it matters: CPaaS and SIP are reshaping communications ahead of the PSTN and ISDN switch-off. Published on UC Today, see UCX, Cisco Webex, GITEX and more.
Rebekah Carter · 12 Jul 2023
CPaaS: Why Only Omnichannel Capability Cuts it in a World of Choice
Omnichannel CPaaS now matters for retention and trust. Published on UC Today, Soprano Connect helps enterprises unify voice, chatbots, messaging and videoconfer
Simon Wright · 11 Jul 2023
NEC UNIVERGE BLUE Revolutionizes Comms for Eco Disposal Company
NEC UNIVERGE BLUE CONNECT & ENGAGE helped Zero Waste Group cut IT costs, lift efficiency and boost profitability with UCaaS.
Kieran Devlin · 10 Jul 2023
The Top 6 Reasons to Buy SIP and CPaaS in 2023
SIP and CPaaS, alongside other flexible solutions for communication, are taking over as companies invest in more agility, scalability, and flexibility.
Rebekah Carter · 10 Jul 2023
Giacom Chases £10bn Market Opportunity with Cloud Market Launch
Giacom’s Cloud Market targets a £10bn UK channel opportunity, helping SMB partners sell cloud, SaaS, comms and AI.
David Dungay · 7 Jul 2023
Avaya Spins Professional Services to CX Services
Avaya Professional Services has been rebranded to Avaya Customer Experience Services (ACES), alongside a shift in focus towards AI, cloud, and digital…
James Stephen · 30 Jun 2023
Why Avaya's 'Innovation Without Disruption' Cloud Migration Model is a Success
Avaya’s customer-led cloud migration model shows why innovation without disruption matters for CX, UC and contact centres.
Kieran Devlin · 30 Jun 2023
Teleperformance Leverages New Microsoft Partnership to Launch TP GenAI
Teleperformance has expanded its partnership with Microsoft through an eye-popping $185 million, multi-year Azure Cloud commitment.
James Stephen · 29 Jun 2023
Colt Integrates Voice Services from Zoom, Genesys, and Twilio
Colt Cloud SIP adds Zoom, Genesys and Twilio to cloud voice, helping hybrid work buyers simplify Teams routing, BYOC and customer experience. Published on UC To
James Stephen · 29 Jun 2023
The Benefits of Screen Recording for Your Organisation
Screen recording helps Microsoft Teams, Zoom and Cisco Webex users improve compliance, training and risk management with clearer context.
Rebekah Carter · 28 Jun 2023
Why it Pays to Place High Value on Agent User Experience
Why agent experience now drives ROI for contact centres: Dstny’s ConnectMe unifies omnichannel voice, AI chat, CRM and cloud UCaaS.
Simon Wright · 28 Jun 2023
Avaya CEO on Converging CX and UC for the Full Customer Lifecycle
Why Avaya says UC and CX are converging matters for buyers: Alan Masarek outlines the North Star of CX, Omnichannel routing and Avaya ENGAGE. Published on UC To
Kieran Devlin · 27 Jun 2023
Smarsh Highlights Eliminating Bias in AI
Smarsh warns enterprises to tackle AI bias in customer responses, with data quality, OpenAI, cloud services and ethical AI now critical. Published on UC Today.
George Malim · 27 Jun 2023
Key Takeaways from Avaya Engage
Avaya welcomed attendees from 90 countries to its Avaya Engage conference in Orlando last week, just a few months after undertaking an intense financial…
Tom Wright · 27 Jun 2023
5 Ways to Optimize Your Contact Center
Learn how cloud CCaaS, VNOC, security and AI can improve contact centre CX, retention and efficiency.
Rebekah Carter · 22 Jun 2023
What Is A Webinar and How Does it Work?
UC Today explains what a webinar is and how it works, from marketing and sales to employee training and education.
Rebekah Carter · 18 Jun 2023
The Power of Total Experience
Zoom CIO Gary Sorrentino says Total Experience can reduce toggle tax, improve hybrid work, UCC and customer ROI.
John Flood · 16 Jun 2023
Can You Screen Share on WhatsApp?
Can you screen share on WhatsApp? Screen sharing is one of the most popular video conferencing features businesses use today.
Rebekah Carter · 14 Jun 2023
Avaya ENGAGE Returns Next Week
Avaya ENGAGE returns in Orlando next week, spotlighting AI, automation and customer experience. Published on UC Today.
Tom Wright · 13 Jun 2023
The Disruptive Power of Total Experience
In periods of upheaval, it's instructive to draw parallels from history. There was the pre-nuclear age. Then the nuclear age. There was pre-pandemic.
John Flood · 13 Jun 2023
The Strategic Benefits of Conversational Analytics for UC Partners
The Unified Communications landscape has evolved drastically in recent years. In a time of growing customer expectations, changing workplaces, and…
Rebekah Carter · 12 Jun 2023
Transforming the Retail Sector with UCaaS
UCaaS is helping retail cut costs, improve customer experience and security. Published on UC Today, it highlights Evolve IP, contact centre, IVR and Voice AI.
Rebekah Carter · 12 Jun 2023
Webex Announces AI and Sustainability-Based Partnerships
Another day of Cisco Live means another day of exciting announcements, including the reveal of three compelling Webex partnerships.
Kieran Devlin · 8 Jun 2023
What is Spatial Computing in simple terms?
Spatial computing matters because it’s reshaping XR, metaverse and IoT workflows. Published on UC Today, it explains Apple Vision Pro, Microsoft and digital twi
Rebekah Carter · 1 Jun 2023
Living Without Regrets. Get It Right the First Time
Microsoft Teams’ 300 million users make the right contact centre platform critical for compliance recording, CRM and AI.
John Flood · 29 May 2023
Why are Artificial Intelligence and Virtual Reality the Perfect XR Pair?
UC Today reports on the latest artificial intelligence integrations for virtual reality, augmented reality, and mixed reality.
Demond Cureton · 29 May 2023
The Benefits of Integrating Your CC and UC Platform
Integrating UC and CC can improve agent collaboration, omnichannel customer service, analytics and costs, with Five9.
Rebekah Carter · 26 May 2023
Knock Down the Silos. Build Contact Centers Without Walls
UCaaS and CCaaS are converging into contact centres without walls, breaking silos for better CX and first-contact resolution. Published on UC Today.
John Flood · 22 May 2023
Webex Review: The Complete Guide to Webex
For businesses worldwide, the name “Webex” has become synonymous with collaboration, communication, and innovation.
Rebekah Carter · 18 May 2023
Zoom Invests in Anthropic to Advance AI Capabilities
Zoom’s Anthropic investment brings Claude to Zoom Contact Centre and Zoom IQ, boosting AI customer support and productivity.
Kieran Devlin · 17 May 2023
Compliance Call Recording in the Cisco World - Simplified
Sometimes life offers us a choice. And sometimes our hand is forced. Both scenarios demand that we adapt and adjust to new realities.
John Flood · 17 May 2023
CCaaS: Why a Smart Cloud-Powered Platform is the Key to a Rich and Efficient Customer Experience
Why cloud CCaaS matters: Tata Communications and Cisco Webex Contact Center INSTACC helped a global logistics firm modernise CRM-linked omnichannel service. Pub
Simon Wright · 16 May 2023
Genesys Launches Employee Experience Platform
Genesys launches Cloud EX, an AI-powered WEM platform for contact centres and back office teams. Published on UC Today.
James Stephen · 15 May 2023
8x8 Finishes the Year with a Strong Q4
8x8 has finished the financial year 2023 with a strong fourth quarter, with revenue growing two percent to $184.5 million.
James Stephen · 12 May 2023
Avaya CEO on Revamped RingCentral Partnership
Why Avaya’s revamped RingCentral deal matters: more revenue, wholesale customer ownership and exclusive Experience Platform integrations. Published on UC Today.
Chris Porter · 8 May 2023
Big UC News from Avaya, Microsoft, Cisco and Zoom
In a UC Today Exclusive Interview, Avaya CEO Alan Masarek Discussed Avaya's Emergence from Chapter 11 and Company's Future UC Today interviewed Avaya CEO…
Kieran Devlin · 5 May 2023
Avaya CEO: 'I Hate That Shareholders and Employees Lost Money'
Avaya CEO Alan Masarek on bankruptcy, debt restructuring and layoffs: why trust, customer experience, RingCentral and a stock market return now matter. Publishe
Tom Wright · 5 May 2023
Avaya CEO: ‘Our Partners Never Left Us’
Why Avaya’s channel reset matters: after restructuring, Avaya and RingCentral relaunch cloud sales with partners retaining the customer, including ACO and Exper
Chris Porter · 5 May 2023
CallMiner Partners with Microsoft to Boost AI Capabilities
CallMiner’s Microsoft Azure AI and Azure Cognitive Services deal boosts conversation intelligence accuracy, customer insights and ROI.
Kieran Devlin · 4 May 2023
Zoom Takes Zoom Phone into India
Zoom Phone enters India after a new telecom licence, giving MNCs cloud PBX, unified communications and collaboration for hybrid work. Published on UC Today.
Kieran Devlin · 4 May 2023
Innovation Without Disruption and the Need for Modernity
Why IT leaders are choosing innovation without disruption: Avaya Experience Platform, CCaaS and generative AI help modernise on-prem telephony on UC Today.
John Flood · 2 May 2023
Avaya CEO Touts Growth Potential Following Chapter 11 Exit
Avaya exits Chapter 11 with $650m in cash, new board and a streamlined Experience Platform roadmap, as Masarek backs cloud CX growth. Published on UC Today.
David Dungay · 1 May 2023
VR Rising: Its Impact on Unified Communications & Collaboration
Why VR and AI matter for UC&C: lower-cost, standalone headsets and cloud VR could reshape collaboration, training and customer experience, says UC Today.
John Flood · 27 Apr 2023
UC Today Launches UC Partner Trends Series
UC Today is excited to announce the launch of our new video series, UC Partner Trends.
Tom Wright · 26 Apr 2023
How iotcomms.io is Enabling Easy Access to Real-Time Media Streams and Call Data for AI-based Analytics Use Cases
Real-time call analytics needs media streams and SIP call data. Published on UC Today, iotcomms.io bridges telco and AI for call centres.
Simon Meredith · 24 Apr 2023
Nextiva Acquires AI Business Simplify360 to Enhance Customer Support
Nextiva’s Simplify360 buy brings AI customer support, helpdesk CRM, live chat and social media management into its UC platform. Published on UC Today.
Kieran Devlin · 20 Apr 2023
What’s Next? Discussing the Future of UC with BICS
BICS CEO Matteo Gatta says buyers now need flexible APIs, SIP trunks, numbering and mobile connectivity, plus compliance.
Rob Scott · 6 Apr 2023
Omnichannel Communications: Why an Integrated CPaaS Solution Ticks Every Box
Evolve IP’s CPaaS and CCaaS unify voice, email, SMS and WhatsApp so buyers can cut fragmentation and improve CX.
Simon Wright · 6 Apr 2023
The State of Unified Communications in Financial Services 2023
There’s no denying the rapidly growing demand for unified communications in today’s challenging business landscapes.
Tom Wright · 4 Apr 2023
How iotcomms.io Became the Trump Card for the Telia ACE Contact Center Platform
Telia ACE uses iotcomms.io to add SIP call recording, cloud IVR and virtual agent features for scalable CCaaS.
Simon Meredith · 4 Apr 2023
Top Microsoft Teams Contact Center Providers for 2023
UC Today examines the leading certified Microsoft Teams contact center vendor solutions from across the globe. Compare CCaaS for MS Teams
Rebekah Carter · 3 Apr 2023
Voice Data: New Machine Learning Smarts are Powering Fast and Feature-Rich Analysis
Faster call analytics now matter more: Amazon Chime SDK uses ML, Amazon Transcribe and QuickSight for real-time transcription, sentiment and compliance. Publish
Simon Wright · 28 Mar 2023
Call Analytics Come to Amazon Chime SDK
Amazon has launched Chime SDK call analytics that will make it easier for developers to glean insights from voice communications.
Tom Wright · 27 Mar 2023
Zoom Reveals OpenAI Features and More at Enterprise Connect
Zoom has launched new generative AI features that will help users compose emails and chat messages.
Tom Wright · 27 Mar 2023
Bandwidth Aims to Bust CIO Challenges with Maestro
Bandwidth Maestro simplifies CIO cloud migrations with UCaaS, CCaaS, AI and Microsoft Teams integrations for CX and fraud detection.
James Stephen · 27 Mar 2023
No Matter Where You Go, There You Are
Hybrid and remote work is exposing legacy PBX, SBC and MPLS costs. Published on UC Today, ULAP Networks offers SBCaaS, SD-WAN and Calling.
John Flood · 27 Mar 2023
The Top UC/CC Events for 2023
UC and CC convergence is changing the stack. Published on UC Today, see 2023 events from Enterprise Connect to Microsoft Ignite with AWS, Google Cloud, RingCent
Rebekah Carter · 23 Mar 2023