Customer Experience
AI: How the Rise of the Chatbot is Powering a Futuristic Present
It’s the much sought-after double whammy that packs a big punch – improved customer service AND reduced cost.
Simon Wright · 9 May 2022
What Is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a cloud-based solution from Microsoft that is part of the company's Dynamics 365 Business Applications suite.
UC Today Team · 9 May 2022
Customer Outreach: One Size Doesn't Fit All
One size doesn't fit all in international customer outreach programs, according to Mitto , a leading provider of global omnichannel communications…
Antony Savvas · 5 May 2022
SaaS: Channel Partners Hailed as Drivers of Soaring UC Adoption
Why it matters: channel partners are driving UC adoption as cloud, software and automation grow. Published on UC Today, with Kurmi Software, VARs and MSPs.
Simon Wright · 5 May 2022
AudioCodes Sees Huge Growth with Teams and Zoom
AudioCodes posted 50% growth in Teams and Zoom as voice adds to UCC platforms, with Microsoft and Zoom Phone driving demand. Published on UC Today.
Tom Wright · 4 May 2022
Microsoft appoints New Operator Connect Accelerator Provider
Microsoft appoints PingCo as an Operator Connect Accelerator partner, speeding carrier onboarding for Teams, TCAP and Direct Routing.
Tom Wright · 4 May 2022
Essential Work From Home Tech Events For Your Calendar 2022
Why it matters: buyers planning remote and hybrid work tech can compare ISE, Cisco Live, Infocomm, Commsverse, UCX, DTX and UC Summit. Published on UC Today.
Rebekah Carter · 4 May 2022
Webex Connect's Enterprise-grade CPaaS Explained
Why enterprise buyers should care: Webex Connect’s CPaaS uses APIs, low-code and AI to automate customer journeys across SMS, RCS and CRM. Published on UC Today
James Stephen · 3 May 2022
Conversational Messaging and Automation in an Omni-Channel World
Omni-channel customer service is shifting to WhatsApp, Apple Messages and RCS, with CM.com conversational AI and automation cutting waits and costs. Published o
Linoy Doron · 29 Apr 2022
Lumen Adopts Alianza’s Cloud Platform
The service provider, Lumen, has chosen to use Alianza’s cloud communication platform to bolster its voice services, the companies have announced.
James Stephen · 28 Apr 2022
Today's MSPs Need an Agile Billing Solution
Agile billing helps MSPs using Teams, Zoom and SBCs cut bill shock, add UC analytics and reduce churn.
Linoy Doron · 26 Apr 2022
DTEN ME Pro for Zoom Review: Enriched Collaboration
The DTEN ME Pro is a 27-inch touchscreen device equipped with three smart webcams and eight noise-canceling microphones.
UC Today Team · 26 Apr 2022
How a Multivendor Approach to Cloud Services can Help Businesses Avoid Disasters
Multivendor cloud services can cut outage risk and boost coverage. Published on UC Today, it cites Plivo, Twilio, CPaaS and multicloud.
Elliot Mulley-Goodbarne · 25 Apr 2022
Empowering Agents for Improved Customer Experience
Why it matters: agents still drive sensitive CX. Published on UC Today, Toku explains contact centre tools, click to call, CRM integration, sentiment analysis a
Linoy Doron · 21 Apr 2022
Cost Isn’t the Same Thing as Value in UCaaS
NEC says cheap UCaaS can hide bolt-ons; buyers should compare PBX, CCaaS and telephony quality to protect CX.
George Malim · 20 Apr 2022
Microsoft Launches Operator Connect Accelerator
Microsoft’s Operator Connect Accelerator speeds carrier approval for Teams voice, with Ribbon, AudioCodes, NUWAVE and SIPPIO.
Tom Wright · 19 Apr 2022
What Comes After Zoom?
UC 3.0 is why Zoom-style hybrid work now needs Microsoft Teams, Webex, CCaaS and XR-ready cloud integrations. Published on UC Today.
Rob Scott · 11 Apr 2022
Financial Services UC Case Study in Focus: Cisco Webex and UniCredit
Cisco Webex gave UniCredit secure UCaaS and cloud collaboration fast, replacing VPN strain and scaling remote banking.
Rebekah Carter · 8 Apr 2022
ClickUp Targets Europe As Business More Than Triples
ClickUp’s Europe push matters for buyers facing hybrid work: demand is up 233% as it adds EMEA hires and launches Whiteboards. Published on UC Today.
James Stephen · 7 Apr 2022
4 Analysts on the Biggest Trends at EC 2022
Analysts flag composability, AI in UCaaS, security, CX and UCaaS-CCaaS convergence at Enterprise Connect 2022.
James Stephen · 4 Apr 2022
The Pros and Cons of Operator Connect
Operator Connect brings Teams PSTN calling, faster provisioning and lower costs, with Voiceflex, Gamma, CallTower and Microsoft.
James Stephen · 31 Mar 2022
Zoom, Avaya, 8x8, GoTo and Wildix on the Importance of UCaaS
What are the major considerations for customers choosing a UCaaS solution in 2022?
James Stephen · 30 Mar 2022
UC Partner Summit 2022 is now LIVE ⏰
Why it matters: UC Partner Summit 2022 explores hybrid work, Microsoft NCE, UCaaS and XCaaS, with 8x8, Enreach, Zoom, AudioCodes and UC Today.
David Dungay · 30 Mar 2022
Alianza: ‘Service Providers Still Don’t Realise How Cost-Effective Cloud Is’
Cloud cuts OPEX and CAPEX for CSPs, but Alianza says providers still miss the savings. Published on UC Today, with cloud migration and licensing costs.
Tom Wright · 30 Mar 2022
What Is 8x8 XCaaS?
8x8 XCaaS unites UCaaS, CCaaS, Microsoft Teams and CPaaS APIs to cut silos and simplify cloud communications.
UC Today Team · 28 Mar 2022
Contact Center: How Cool MS Teams Integration is Freezing Out Legacy Inefficiencies
ComputerTalk’s ice for Microsoft Teams cuts legacy contact centre costs and adds cloud voice, CRM, IVR and analytics.
Simon Wright · 28 Mar 2022
Big UC News from Google, Cisco, Crestron, Theta Lake, and Neat
Google, Cisco, Crestron, Theta Lake and Neat moves signal why buyers should track CCaaS, Webex, security and Teams.
James Stephen · 25 Mar 2022
Five9 Transforms the Path to CCaaS with Microsoft Teams
Microsoft Teams is rapidly becoming the central “work hub” for many hybrid, remote, and modern workforces.
Rob Scott · 24 Mar 2022
Zoom Releases Plethora of Updates Across Entire Platform
Zoom has released a host of updates across Meetings, Chat, Rooms, Events, Phone and Contact Center.
Tom Wright · 23 Mar 2022
Why Police Need to Change Comms Strategy
Police need enterprise communications to rebuild trust; Soprano Design says mobile, APIs and integrated IT can replace phone calls and print. Published on UC To
Elliot Mulley-Goodbarne · 22 Mar 2022
Google Launches New Contact Center AI Platform
Google’s CCAI Platform could cut contact centre friction with AI, cloud scaling and Salesforce Service Cloud Voice. Published on UC Today.
Tom Wright · 21 Mar 2022
UC Case Study in Focus: RingCentral and Marlowe Theatre
For any entertainment company, a strong communication strategy is crucial to delivering exceptional customer service and better levels of productivity.
Rebekah Carter · 18 Mar 2022
How Buzzeasy for Teams Enables the Right Kind of Conversations
While nobody wanted the pandemic to happen, there have been silver linings for many companies.
Simon Meredith · 16 Mar 2022
3 Reasons for Embedding Voice in Your Brand's Mobile App
Embedded voice in mobile apps can lift trust, cut telco costs and improve customer service. Published on UC Today, featuring Toku voice SDK.
Linoy Doron · 16 Mar 2022
Top 10 Things to Expect at Enterprise Connect 2022
Enterprise Connect 2022 matters for UC, UCaaS and hybrid work buyers: Microsoft, Cisco, Zoom, Google Cloud, AWS, RingCentral, sessions and Expo.
James Stephen · 14 Mar 2022
The Hottest Trends in UCaaS for 2022
UCaaS trends for 2022 show why cloud, Microsoft Teams, CCaaS and AI matter for hybrid work and continuity.
Rebekah Carter · 10 Mar 2022
Enterprise Connect 2022: Google Cloud, Microsoft Teams, Zoom, and more
Enterprise Connect 2022 returns with Microsoft Teams, Google Cloud, Zoom, Cisco and AWS sessions on UCaaS, CCaaS and AI.
James Stephen · 8 Mar 2022
Recognising the Importance of Employee Experience
Why employee experience now matters for CX: 2600Hz’s Alisa Bartash on hybrid work, UC, CRM integration, CPaaS and APIs. Published on UC Today.
Elliot Mulley-Goodbarne · 7 Mar 2022
Choosing the Right UCaaS Vendor in 2022
Communication is the key to running an effective business. When your communication strategy suffers, your entire company begins to crumble.
Rebekah Carter · 3 Mar 2022
CPaaS: How Human Engagement is the Key to ‘First Call Resolution’
Brace yourself for some big news – people are BACK. Yes, you read it right…in a world in which, for the last few years, enterprises have been encouraged…
Simon Wright · 2 Mar 2022
The Big Stories: Zoom, RingCentral, 8x8, Bandwidth and Radisys
Zoom, RingCentral, 8x8, Bandwidth and Radisys launches matter for buyers weighing contact centre, XCaaS, CPaaS and Teams integration.
James Stephen · 25 Feb 2022
Enhance Contact Centre CX with Cloud Carriers
Cloud-native carriers help contact centres boost CX, cut turnover and simplify BYOC, CCaaS, VoIP and SaaS migrations.
George Malim · 25 Feb 2022
UC 3.0: Defining the UC Stack In The Modern Workplace
Why UC 3.0 matters: UCaaS, cloud calling, endpoints, meetings and CCaaS are reshaping hybrid work, employee experience and workflow automation. Published on UC
Rob Scott · 24 Feb 2022
It's Time for Conversational Commerce
Conversational commerce could lift sales seven-fold, and buyers should act fast to use Mitto, chatbots, WhatsApp, RCS and Facebook Messenger.
Antony Savvas · 23 Feb 2022
Partners on Path to Success with Splicecom Vertical Approach
Splicecom’s vertical UCaaS approach ties voice calling, WhatsApp, CRM integration and SelectVoice to hospitality, GPs and care homes.
Elliot Mulley-Goodbarne · 23 Feb 2022
Microsoft Teams PBX Integration using TeamMate Explained
TeamMate middleware helps keep existing phone systems with Microsoft Teams Phone, reducing migration risk and easing adoption.
Rob Scott · 22 Feb 2022
8x8 Bags 6.5k-user XCaaS Deal
8x8 has secured a contract that sees 6,500 users move to its XCaaS platform. The UK-based accountancy firm has deployed 8x8's contact centre and voice…
James Stephen · 22 Feb 2022
How The Learning People is Primed for Growth with Avaya
The Learning People shows why Avaya Cloud Office by RingCentral can replace Zoom gaps with UCaaS analytics, reporting and compliance.
Tom Wright · 21 Feb 2022
What Are the Key Communication Trends of 2022?
Omni-channel CX, in-app communication and AI are reshaping business comms in 2022. Published on UC Today, Toku highlights CRM and ticketing integrations.
Linoy Doron · 16 Feb 2022
Hybrid Technology Fuels New Customer Experiences
As customers engage with hybrid technologies to work remotely and seamlessly across multiple platforms, gaps in performance are emerging that need to be…
George Malim · 15 Feb 2022
ComputerTalk’s Four Predictions for 2022
It’s set to be another eventful year in the unified communications and customer experience industries, with move to hybrid work driving adoption of new…
Tom Wright · 8 Feb 2022
Dialpad brings UC and CC Solutions to Google Workspace
Dialpad’s Google Cloud Marketplace deal brings UCaaS and contact centre tools into Google Workspace for faster digital transformation.
Tom Wright · 4 Feb 2022
Teams Success Drives AudioCodes Growth
AudioCodes grew revenue on Microsoft Teams, Zoom Phone and contact centre demand, with voice AI and Skype for Business migration.
Tom Wright · 2 Feb 2022
Real-time Call Reporting: Dynamic Platform Improves Customer Experience
Real-time call recording and analytics help Neos Networks improve customer experience, flag PCI breaches and support UCaaS call centre managers.
Simon Wright · 2 Feb 2022
SaaS: Supersmart Call Recording Solution Leverages Business-Critical Content
Evolve IP and Dubber turn call recording into actionable insights with Microsoft Teams, Cisco Webex, Salesforce and AI alerts.
Simon Wright · 1 Feb 2022
Big UC News from Microsoft, 8x8 and Zoom
Microsoft Teams hits 270 million MAU as Teams Rooms double, 8x8 names a channel boss, and Zoom launches Expo on UC Today.
Tom Wright · 31 Jan 2022
Bandwidth Launches BYOC Offering for Genesys
Bandwidth’s BYOC for Genesys lets enterprises unbundle telephony from CCaaS, replace legacy carriers and simplify cloud moves. Published on UC Today.
Tom Wright · 28 Jan 2022
How to Choose the Correct Provider for Quantifiable CX?
Quantifiable CX now depends on tighter CRM and ITSM integration. Published on UC Today, Tata Communications outlines CCAAS and CPAAS for omnichannel service.
George Malim · 27 Jan 2022
How to Ensure your CX Really Delivers
In the first of a series of articles exploring how CX in the customer service and enterprise messaging world is evolving, Tata Communications explains how…
George Malim · 27 Jan 2022
MS Teams: Three Steps to Merging Communicative Brilliance with Business-As-Usual Functionality
There’s nothing quite like proof of concept to fuel popularity. Two years ago, Microsoft Teams was a little-used ‘nice-to-have’ application luxuriating in…
Simon Wright · 26 Jan 2022