Customer Experience
CPaaS: Why Combining Omnichannel Smarts with AR Magic Makes for Five Star Service
Why hospitality buyers should care: Syniverse’s CPaaS combines omnichannel web, WhatsApp, SMS and voice with AR to improve guest service. Published on UC Today.
Simon Wright · 23 Mar 2023
Omnichannel Communications: Why Enterprise Must Give Customers Every Opportunity to Engage
Omnichannel CPaaS matters because hospitality buyers need SMS, WhatsApp and voice to lift guest experience. Published on UC Today, Syniverse Concierge.
Simon Wright · 21 Mar 2023
Copilot Comes to Microsoft Viva Sales
Microsoft Copilot now powers Viva Sales with AI email replies, meeting summaries and CRM insights for Dynamics 365 and Outlook users.
James Stephen · 20 Mar 2023
Big UC News from Microsoft, Zoom, RingCentral, Google, Slack and GoTo
Why Microsoft Copilot, Zoom MLB, RingCentral UCaaS and Google AI matter for workplace buyers on UC Today: AI, Teams, Contact Center and cloud.
Jonny Wills · 17 Mar 2023
Enterprise Connect: Where the Enterprise Comms Community Comes Together
Enterprise Connect 2023 spotlights UCaaS, CX and hybrid workplace tech from Microsoft, Cisco, AWS and Zoom. Published on UC Today.
Tom Wright · 16 Mar 2023
RingCentral Replaces Top HR Firm's On-Premise Legacy
RingCentral has won the deployment of its UCaaS and CCaaS platform services for human resources firm MMC.
Jonny Wills · 16 Mar 2023
CPaaS: Why Omnichannel Authentication is the Smart Choice for the Financial Services Sector
Syniverse shows how omnichannel CPaaS, biometrics and passwordless authentication can lift bank security and CX.
Simon Wright · 15 Mar 2023
OpenAI Announces GPT-4
GPT-4 could reshape workplace AI with better safety, image input and Azure OpenAI ties, as Microsoft, Bing and ChatGPT Plus move ahead. Published on UC Today.
Robbie Pleasant · 14 Mar 2023
UC in TMT Case Study: Zoom and Juniper Networks
Juniper Networks unified remote and hybrid collaboration with Zoom, improving employee and customer engagement. Published on UC Today, this TMT case study shows
Rebekah Carter · 14 Mar 2023
An Overview of Conversation Analytics and How it is Critical for Business Growth
Watch on YouTube UC Today's Ryan Smith hosts Craig du Plessis, Vice President of Analytics, CallCabinet .
Ryan Smith · 14 Mar 2023
Number Look-Up: Why a Clean Mobile Database Boosts the Power of the Text
Clean mobile databases matter: Mitto’s Number Look-Up improves SMS routing, CRM and call-centre data, cuts fraud risk and boosts campaign ROI. Published on UC T
Simon Wright · 13 Mar 2023
UC Round Table: Fusing UCaaS with CCaaS
UCaaS and CCaaS are converging, with Vonage, Zoom, Avaya, GoTo, AudioCodes and CallTower boosting CX, EX and hybrid work. Published on UC Today.
Jonny Wills · 13 Mar 2023
How To Optimize the Audio and Video Quality of Microsoft Teams Rooms
How Microsoft Teams Rooms buyers can improve audio and video quality with Pro, certified hardware, analytics and AI.
Rebekah Carter · 13 Mar 2023
The Collaboration Market: The Role of AI and Disruption
AI is reshaping collaboration for remote and hybrid work, with Microsoft, video conferencing, transcription and automation.
Rebekah Carter · 10 Mar 2023
RingCentral Adds AI Guidance App for Contact Centre
RingCentral adds Balto AI guidance to its App Gallery, giving UCaaS and CCaaS customers real-time contact centre support.
Jonny Wills · 10 Mar 2023
ChatGPT: Mirror, Mirror on the Wall; Tell Me What I Want to Know
ChatGPT could reshape business communications, but data accuracy and privacy matter. Deltapath’s David Liu calls for secure enterprise AI, UC Today.
John Flood · 10 Mar 2023
8x8 Deploys Platform-Wide OpenAI Whisper Model for XCaaS
Campbell-based cloud services provider 8x8 has announced it has integrated AI across its products, including OpenAI's Whisper model, throughout its XCaaS…
Jonny Wills · 10 Mar 2023
Disrupting the DIY Approach to Care Alarm Solutions
Why care alarm providers should ditch DIY: iotcomms.io cloud-native IP, voice, video and IoT platform speeds telecare modernisation. Published on UC Today.
Simon Meredith · 9 Mar 2023
Timely Einstein GPT Relative to Fortunes of Salesforce
Why Salesforce’s Einstein GPT matters: world-first CRM generative AI with OpenAI, Data Cloud, Slack, Tableau, MuleSoft and Slack ChatGPT app. Published on UC To
Jonny Wills · 8 Mar 2023
UCaaS Platform Integration is Still Top of Mind in 2023
Why platform integration still matters in 2023: Evolve IP on UCaaS, telephony, collaboration and customer experience tools for hybrid working. Published on UC T
David Dungay · 3 Mar 2023
CallCabinet is Revolutionising Call Recording with its Conversational Analytics
CallCabinet’s conversational analytics turns call recording into real-time speech, voice and sentiment insight, helping CX, EX and compliance. Published on UC T
John Flood · 2 Mar 2023
CPaaS: How to Leverage the Integrated Power of the World’s Favourite Communications App
WhatsApp Business API could lift CPaaS ROI as Syniverse integrates Meta messaging, CRM and Marketing Automation for richer customer conversations.
Simon Wright · 1 Mar 2023
Zoom Phone Passes 5.5 Million Seats as Revenue Rises
In its Q4/23 statement to investors, video conference giant Zoom has announced Zoom Phone take-up has risen to above 5.5 million seats.
Jonny Wills · 28 Feb 2023
Adding in-App Communications to Your Contact Centre Omnichannel Mix
Why in-app communications matter for contact centres: Toku Embeddables, CPaaS and CCaaS unify voice, chat and push in one app.
Linoy Doron · 24 Feb 2023
Transportation Case Study: Vonage and Private Jets Inc.
Private Jets Inc replaced missed calls with Vonage Business Cloud, improving mobility and collaboration for transportation teams. Published on UC Today.
Rebekah Carter · 22 Feb 2023
UC Round Table: Improving Video Engagement With AI
AI is improving video engagement in UC and collaboration, with Vbrick, RingCentral, Mitel and Vonage on captions, translation and noise reduction.
Ryan Smith · 22 Feb 2023
Top 5 Use Cases for UC in Financial Services in 2023
UC Today outlines the top five unified communications use cases helping financial services firms navigate 2023's economic uncertainty and hybrid work demands.
Ryan Smith · 15 Feb 2023
The State of Unified Communications in Transportation 2023
The transportation industry is one that is heavily reliant on effective communication in order to run smoothly and safely.
Tom Wright · 15 Feb 2023
Contact Centers with PBX Systems Face Challenges in 2023
Legacy PBX contact centres face 2023 challenges as cloud voice becomes essential. Published on UC Today, Pure IP Contact Center Connect helps with Microsoft Tea
John Flood · 10 Feb 2023
Top 7 Benefits of UC in Transportation for 2023
UCaaS helps transport firms boost efficiency, customer service and innovation with AI, IoT, 5G and cost savings.
Tom Wright · 9 Feb 2023
Big UC News from Microsoft, 8x8, Cisco, RingCentral, and Talkdesk
Why buyers should care: Microsoft Teams Premium, 8x8 XCaaS, Cisco Webex interoperability, RingCentral hybrid work and Talkdesk all moved on UC Today.
Ryan Smith · 3 Feb 2023
'Opportunities on Stand-Alone UCaaS Products Are Increasingly Rare' - 8x8 Interim CEO
8x8 says stand-alone UCaaS is fading, pushing buyers toward XCaaS and CCaaS. Published on UC Today, the shift matters for cloud UC and contact centres.
Ryan Smith · 2 Feb 2023
How To Keep Frontline Workers Connected
Frontline workers are often overlooked; published on UC Today, see how Microsoft Teams, Spectralink DECT handsets, collaboration tools and Wi-Fi phones help.
Rebekah Carter · 2 Feb 2023
5 Predictions for the Enterprise Video Market in 2023
Why enterprise video is moving into workflows in 2023: Vbrick sees more AI, governance, interoperability and embedded video across Teams, Webex and ServiceNow.
Tom Wright · 1 Feb 2023
CPaaS: Why Smart Messaging Pays Big Dividends for Financial Services Enterprises
Why CPaaS matters for financial services: Plivo boosts SMS, voice, IVR, 2FA, OTP and fraud protection.
Simon Wright · 1 Feb 2023
Address Evolving Customer Needs Through Cloud Contact Centres
CCaaS helps Tata Communications and enterprises meet evolving customer needs with cloud contact centres, omnichannel AI, analytics and co
Rebekah Carter · 1 Feb 2023
SmartWork for Microsoft Teams Review: Your AI Assistant for Knowledge Work
SmartWork for Microsoft Teams uses Intumit AI and Microsoft Graph to connect HR, IT helpdesks and knowledge systems for knowledge work.
UC Today Team · 1 Feb 2023
Landis Contact Centre for Microsoft Teams Review
Landis Contact Centre for Microsoft Teams brings native call queues, IVR, call recording and analytics to Microsoft Teams. Published on UC Today.
UC Today Team · 1 Feb 2023
Bumblebee - Productivity Superapp for Microsoft Teams Review: Much More Than a Virtual Assistant
Yellow.ai (formerly Yellow Messenger) is behind the Bumblebee chatbot for Teams.
UC Today Team · 1 Feb 2023
Brands Transform Instagram Experience with Webex Connect
Webex Connect and Meta’s Messenger API for Instagram help brands use DM, AI and NLP for conversational commerce and support.
Jonny Wills · 27 Jan 2023
UNIVERGE BLUE ENGAGE Review: Flexible CCaaS
The demand for cloud-based contact centres is growing. In a world of distributed remote and hybrid teams, companies are searching for future-proof…
Rebekah Carter · 27 Jan 2023
CPaaS: The Top Five Benefits of Business Messaging
Why business messaging matters for CX and ROI: Mitto says omnichannel, SMS, WhatsApp, AI chatbots and conversational commerce lift support and loyalty. Publishe
Simon Wright · 26 Jan 2023
Smarsh Enterprise Platform Review: The Complete Guide
Why it matters: Smarsh Enterprise Platform unifies compliance across 100+ channels, with capture, archive, AI Conduct and Discovery. Published on UC Today.
Rebekah Carter · 26 Jan 2023
OneBill Offers a Channel-Friendly Billing Solution for UcaaS Providers
Why UCaaS providers need channel-friendly billing: OneBill MLCM unifies multi-level channel management, real-time commissions, white-label billing and settlemen
Ryan Smith · 25 Jan 2023
PBX-CRM Integration: Why Does Your Business Need It?
Yeastar’s P-Series PBX-CRM integration links HubSpot, Salesforce and Zoho to improve customer experience and agent efficiency.
Linoy Doron · 25 Jan 2023
Zoom Announces General Availability of Its Virtual Agent
Zoom announced today that Zoom Virtual Agent is available globally. The intelligent conversational AI chatbot works on multiple support channels to…
John Flood · 24 Jan 2023
Omnichannel Contact Centre: How to Reduce Costs While Improving the Customer Experience
ead how the ALE Connect solution is revolutionizing the way enterprises connect with their customers.
Simon Wright · 17 Jan 2023
Salesforce CTI Increases Agent Success
Reduce the stress of constant app-switching with Deltapath for Salesforce CTI. Improve customer & employee satisfaction with all customer data on one screen
John Flood · 17 Jan 2023
iPECS Analytics: The Link Between Customer Experience and UCaaS
Ericsson-LG Enterprise iPECS Analytics links UCaaS and CX with voice and messaging insight, missed calls, and iPECS Anywhere.
Linoy Doron · 16 Jan 2023
5 Reasons You’ll Love Zoom curated Essential Apps
Zoom curated Essential Apps in Zoom One brings Coda, Prezi, Kahoot! and more into Meetings, cutting app sprawl.
Rebekah Carter · 11 Jan 2023
UC Round Table: UC in the Hybrid Workplace
Hybrid work is pushing UC to the cloud, with Microsoft Teams, UCaaS and cloud-native integration shaping strategy. Published on UC Today.
Jonny Wills · 10 Jan 2023
The Best Business Phone Systems For 2023
UC Today rounds up the best business phone systems for 2023, with RingCentral, GoTo Connect, Ooma, 8x8, Avaya UCaaS and Zoom Phone.
Rebekah Carter · 29 Dec 2022
UC Today Guide: What is Augmented Reality?
UC Today news answers the question 'What is Augmented Reality' with comprehensive news coverage of the immersive reality industry.
Demond Cureton · 28 Dec 2022
Session Routing Engines (SRE) 101: Boost Your Customers’ Experience
Why it matters: SREs can cut call transfers and speed first-time resolution across UCaaS and CCaaS. Published on UC Today, with Microsoft Teams, SBCs, Azure and
Rebekah Carter · 21 Dec 2022
6 Essential UC Trends to Explore In 2023
UCaaS is shifting to XaaS, with AI service management, Total Experience, Microsoft Teams, Zoom, Cisco Webex and BYOC reshaping UC in 2023. Published on UC Today
Rebekah Carter · 20 Dec 2022
CallCabinet Review: Powerful Compliant Recording
Compliance and CX both matter more with cloud-native CallCabinet call recording, Azure, Microsoft Teams and AI analytics. Published on UC Today.
Rebekah Carter · 16 Dec 2022
Top UC Vendors Majoring on Construction in 2022
While all companies rely on effective communication between employees to thrive, construction brands often face more challenges in this area than most.
Rebekah Carter · 14 Dec 2022
The Crucial CX Trends to Watch Out For In 2023
Customers now expect every interaction with a company to be personalized, streamlined, and convenient.
Rebekah Carter · 14 Dec 2022
RingCentral Selected by Westland Insurance to Deal with Rapid Growth
Candian insurance broker Westland Insurance Group has deployed RingCentral to power its business communication needs.
Ryan Smith · 13 Dec 2022
From MS Teams to Zoom: Predicting the Top Communication Trends for 2023
Hybrid working is pushing Microsoft Teams, Zoom and contact centre UC into 2023 priorities. Published on UC Today, Cataleya details Link2Teams and Orchid Collab
Elliot Mulley-Goodbarne · 12 Dec 2022