Customer Experience
Get Ready for the UC Partner Awards 2022
Why it matters: UC Partner Awards 2022 spotlights channel partners, suppliers and Microsoft, Zoom and net2phone ecosystem leaders. Published on UC Today.
James Stephen · 17 Aug 2022
Five9 Finds Contact Centres Prioritising Employee Experience
Five9's 2022 International Customer Service Index study has found significant changes in the role of customer service representatives.
Ryan Smith · 16 Aug 2022
Building a Business Case for UC in Professional Services
See why UCaaS, AI bots and analytics help professional services cut costs, boost productivity and prove ROI.
Rebekah Carter · 16 Aug 2022
CallTower on Hybrid Work, Cloud Voice and Multi-Platform Collaboration
Hybrid work is still driving UC change. Published on UC Today, CallTower’s William Rubio covers cloud voice, customer experience and multi-platform collaboratio
Tom Wright · 15 Aug 2022
Big UC News from Microsoft, Google, Avaya, GoTo, and Office Today
Barclays deploys Microsoft Teams worldwide, Google Meet adds live sharing, Avaya fights for survival and Office Today launches. Published on UC Today.
James Stephen · 12 Aug 2022
RingCentral, Avaya, Enreach, and Gamma on Fusing UCaaS and CCaaS for Digital CX
Why blended UCaaS and CCaaS matters: RingCentral, Avaya, Enreach and Gamma say simpler, cloud-based CX cuts tools, silos and costs. Published on UC Today.
James Stephen · 12 Aug 2022
Bringing Microsoft Teams to the Contact Centre
Why Teams matters in the contact centre: UC Today talks AI, customer experience and Anywhere365 on bringing Microsoft Teams into existing technology.
Tom Wright · 12 Aug 2022
VOSS UC Management Review: VOSS Automate
The complexity of today’s unified communications solutions is growing rapidly.
Rebekah Carter · 11 Aug 2022
Most Innovative UCaaS/CCaaS Vendors to Watch in 2022
Why UCaaS and CCaaS buyers should watch Microsoft, Mitel, RingCentral, Avaya, 8x8, NEC and Vonage in 2022.
Rebekah Carter · 11 Aug 2022
Introducing Office Today: UC Today's New Sister Title
Office Today launches to cover Microsoft 365, Teams, Surface, Power Platform and hybrid work for workplace buyers.
Ryan Smith · 10 Aug 2022
How Video Will Transform Business Outcomes
Video is becoming a workflow tool, and Pexip Build shows why buyers should care. Published on UC Today, it links secure white-label video with healthcare, publi
Simon Wright · 9 Aug 2022
Pragma Upgrades its iPECS Cloud UCaaS Platform
Pragma has announced upgrades to its iPECS Cloud 5.0 UCaaS platform which will expand the product offering for its channel partners.
James Stephen · 8 Aug 2022
RingCentral's Cloud Communications Platform Selected by Bancroft
Bancroft chose RingCentral cloud communications and Contact Center to cut costs, improve care, and streamline video, Salesforce and Google workflows.
Ryan Smith · 5 Aug 2022
Amdocs Accelerates Vodafone Germany’s Digital Transformation
Amdocs and Vodafone Germany deepen collaboration ties as Amdocs assists the technology operator’s digital transformation efforts.
James Stephen · 4 Aug 2022
Brightlink CPaaS Review: Smart, Simple, and Time-tested
The BrightLink CPaaS platform is a standout offering with truly state-of-the-art technology which is made even more useful given the smart web interface, the prebuilt tools, and the flexible APIs
Anwesha Roy · 2 Aug 2022
RingCentral Deployed by Preferred Risk Insurance Services
Preferred Risk Insurance chose RingCentral MVP and RingCentral Contact Center to scale call handling, support remote work and improve customer service. Publishe
Ryan Smith · 1 Aug 2022
Building a Business Case for UC in Hospitality
UC in hospitality can improve guest experience, productivity and ROI. Published on UC Today, it covers UCaaS, CCaaS, CRM, AI and cloud deployment.
Rebekah Carter · 29 Jul 2022
Vyopta Expands Support for Zoom Phone and Rooms
Vyopta adds Zoom Phone and Rooms monitoring to help buyers improve adoption, cut costs and troubleshoot calls across Zoom.
Ryan Smith · 28 Jul 2022
NICE, Luware, Dubber, and Theta Lake on Keeping Your Teams Compliant
Why Teams compliance is getting harder: Dubber, NICE, Luware and Theta Lake explain recording, retention and WORM storage for financial services, healthcare and
James Stephen · 26 Jul 2022
National Express Deploys 8x8 XCaaS
Why it matters: National Express has chosen 8x8 XCaaS to secure remote contact centre work, Salesforce CRM and phone payments. Published on UC Today.
Ryan Smith · 26 Jul 2022
Top UC Vendors Majoring in Hospitality Solutions for 2022
For hospitality companies, Unified Communications represents unlimited opportunities to drive better productivity, improved collaboration, and growth.
Rebekah Carter · 26 Jul 2022
UC Hospitality Case Study in Focus: RingCentral and Original Cottages
Unified Communications is the key to unlocking a higher level of productivity, efficiency, and cost savings for companies in the hospitality industry.
Rebekah Carter · 25 Jul 2022
4 Essential Nuggets to Help Make Channel Partners More Profitable
How channel partners can boost profit: Published on UC Today, Ericsson-LG Enterprise backs hybrid cloud, iPECS Cloud, WebRTC, analytics and partner ownership.
David Bradley · 25 Jul 2022
Big UC News from Microsoft, Zoom, Slack, and MetTel
Why it matters: Microsoft, Zoom, Slack and MetTel are reshaping UC and contact centre buying with Teams, Viva Engage, E2EE, Operator Connect and price rises. Pu
Ryan Smith · 22 Jul 2022
New RingCentral Offering for Smaller Businesses
RingCentral has launched its Customer Service Essentials bundle designed to be cost-friendly for smaller businesses.
Ryan Smith · 22 Jul 2022
Microsoft Unveils Digital Contact Centre Platform at Inspire 2022
Microsoft unveils Digital Contact Centre Platform at Inspire 2022, linking Teams, Dynamics 365 and Nuance AI to improve customer service. Published on UC Today.
James Stephen · 20 Jul 2022
Voss, Akkadian, and Kurmi on UC Service Management
What are the biggest trends in UC service management? Mike Frayne, CEO, VOSS Solutions : "The major trend for VOSS is hyper-automation.
James Stephen · 19 Jul 2022
8x8 Launches No-Code Automation Builder
8x8’s no-code Automation Builder enhances customer and employee experiences. Deployed via 8x8 Connect, the Automation Builder eases the workload for…
James Stephen · 18 Jul 2022
Enreach UP Powers Digital Transformations for BCX South Africa Customers
BCX uses Enreach UP to speed digital transformation for South African customers, adding unified communications, Teams, contact centre and bots. Published on UC
George Malim · 18 Jul 2022
Top 5 Use Cases for UC in Hospitality for 2022
UCaaS can lift hospitality guest service, productivity and scalability with AI, CRM, CCaaS, IoT and analytics.
Rebekah Carter · 14 Jul 2022
SMS is the Missing Piece in CCaaS Interactions
SMS is filling a CCaaS gap, cutting hold times and support costs. Published on UC Today, NEC UNIVERGE BLUE ENGAGE adds inbound and outbound texting.
George Malim · 13 Jul 2022
Arrow Partners With Talkdesk for CX
Arrow adds Talkdesk CX Cloud to its contact centre offer, giving enterprise and public sector buyers cloud CX tools to improve customer experience. Published on
Ryan Smith · 11 Jul 2022
Our Contact Center is Purpose-Built for SMBs – GoTo
GoTo’s new contact centre solution is bringing enterprise contact centre tools to small and medium-sized businesses, Senior Product Marketing Manager…
Tom Wright · 11 Jul 2022
The State of Unified Communications in Hospitality 2022
It’s difficult to overestimate the value of unified communications in today’s evolving landscape.
Rebekah Carter · 5 Jul 2022
How Cataleya Provide the Foundations for Growth
Communication is a crucial part of modern business, even more so when that enterprise is only at the beginning of their journey.
Elliot Mulley-Goodbarne · 4 Jul 2022
CCaaS: How Customisation Can Cure Customers’ Top Three Pain Points
Customised CCaaS can fix data capture, CRM integration and omnichannel pain points. Published on UC Today, see how ComputerTalk helps.
Simon Wright · 1 Jul 2022
Content Guru The storm® Microsoft Teams Integration Review
Content Guru storm for Microsoft Teams adds contact centre, direct routing, recording and omnichannel CX to Teams.
Rebekah Carter · 30 Jun 2022
Five9 Integration with Microsoft Teams Review
Microsoft Teams has evolved rapidly over the last couple of years to become the go-to solution for collaboration and communication in the modern…
Rebekah Carter · 27 Jun 2022
Building a Business Case for UC in the Non-Profit Sector
Learn how UCaaS and cloud collaboration help non-profits improve team alignment, donor experience, cost savings, security and compliance.
Rebekah Carter · 24 Jun 2022
'WhatsApp's Policy Changes Benefit Businesses and Customers' - imimobile (now part of Webex)
WhatsApp’s policy changes make Business API and CPaaS easier to use, helping Webex Connect users drive CX, automation and sales.
James Stephen · 23 Jun 2022
What is Microsoft Customer Experience Platform?
During the last couple of years, Microsoft has been rapidly increasing its investment into the communications landscape, supporting better interactions…
Rebekah Carter · 16 Jun 2022
The Importance of Avaya’s Alliance Network
An explosion of innovation in the unified communications and customer experience markets over recent years has given businesses access to more technology…
Tom Wright · 14 Jun 2022
How net2phone is Targeting the CCaaS Space
net2phone’s acquisition of Integra has given it a “holistic” portfolio for businesses’ full communications needs, according to VP of Marketing and Sales…
Tom Wright · 13 Jun 2022
Big UC News from Google, Microsoft, Zoom, and Sinch
Why buyers should care: Google, Microsoft, Zoom and Sinch are reshaping UC with Teams Operator Connect, Duo/Meet, Direct Guest Join and Workplace.
James Stephen · 10 Jun 2022
Workplace Wins 1.9M-User McDonald's Deal
Why it matters: Meta Workplace lands McDonald’s’ 1.9m-user deal for frontline communication, shift management and employee engagement. Published on UC Today.
James Stephen · 10 Jun 2022
How Hybrid Contact Centres can Solve their Security Challenges
Hybrid contact centres need stronger CCaaS security. Published on UC Today, NEC UNIVERGE BLUE ENGAGE cuts passwords, adds 2FA and secure file sharing.
George Malim · 9 Jun 2022
The Hottest Trends in UC Endpoints for 2022
Hybrid work, AI and VR are reshaping UC endpoints, from video bars and webcams to whiteboards and IP phones.
Rebekah Carter · 7 Jun 2022
8 Insightful Non-Profits Case Studies to Read in 2022
Working in a fast-paced non-profit environment requires a consistent and reliable approach to communications.
Rebekah Carter · 6 Jun 2022
SaaS: Top Tips to Take Customer Experience to New Heights
Why CX now beats price in SaaS and telecoms billing: Union Street’s Chris Aylott shares tips on self-service, automation and Mosaix. Published on UC Today.
Simon Wright · 31 May 2022
Top UC Vendors Majoring in Public Sector Solutions for 2022
Companies in the public sector have endless opportunities to unlock incredible value with the right Unified Communication strategy.
Rebekah Carter · 30 May 2022
Soft-ex Achieves Microsoft Gold Partner Status
Soft-ex wins Microsoft Gold Partner status, boosting Teams Voice Analytics and Digital Billing for enterprises and MSPs. Published on UC Today.
Linoy Doron · 26 May 2022
Zoom sees Enterprise Boom
Zoom’s enterprise revenue jumped 31% as buyers adopt Zoom Meetings, Chat, Phone and contact centre. Published on UC Today.
Tom Wright · 24 May 2022
Making Omnichannel Work for the Customer
Buzzeasy says omnichannel is only half the job; seamless channel switching in Microsoft Teams CCaaS improves CX.
Simon Meredith · 17 May 2022
Big UC News from Google, Zoom, RingCentral, Avaya, Poly, and NEC
Why it matters: RingCentral, Avaya, NEC, Poly and Zoom are reshaping UCaaS, CCaaS and hybrid work. Published on UC Today.
James Stephen · 13 May 2022
Creating Value with UCaaS and CCaaS – 8x8 & Enreach
Why partners should care: 8x8 and Enreach say UCaaS, CCaaS, XCaaS, AI and automation are driving CX value, with NHS wins and SME demand. Published on UC Today.
James Stephen · 13 May 2022
Zoom Makes CX Acquisition
Why it matters: Zoom is boosting Zoom Contact Center with Solvvy’s conversation AI for self-service and automation. Published on UC Today.
Tom Wright · 12 May 2022
Using Business Messaging to Create Real Value for Customers
Business messaging can cut costs and lift CX as CM.com shows how SMS, WhatsApp and Facebook Messenger power support, automation and commerce. Published on UC To
Linoy Doron · 11 May 2022
CCaaS: Why the Omni-Channel World Creates Opportunity for Smart Resellers
NFON’s Contact Centre Hub brings omni-channel CCaaS, Microsoft Teams, voice, chat, WhatsApp and APIs to SMEs and enterprise.
Simon Wright · 11 May 2022
Mida Explains Connect and Extend Approaches to Contact Centre Integration
Why Connect vs Extend matters for Teams contact centres: Mida on SIP, Direct Routing, Graph APIs and C3 Cloud Contact Center. Published on UC Today.
George Malim · 10 May 2022
'Competitors are Emulating Us' - 8x8
A number of companies are now replicating the 'XCaaS' solution, according to 8x8's Senior Director of Commercial Sales.
James Stephen · 10 May 2022