Customer Experience
Call Recording: How Conversation Analysis Can Be the Catalyst for Growth-Fuelling Change
Call recording and conversation analysis help Microsoft Teams and Cisco users boost performance, customer satisfaction and compliance.
Simon Wright · 21 Jan 2022
Scaling Operations in APAC: What Does It Mean for the Contact Center?
Companies going international is no longer a rarity saved for tech and e-commerce giants.
Linoy Doron · 20 Jan 2022
Conosco Merges with Bridgeway Security Solutions
Why it matters: Conosco and Bridgeway Security Solutions have merged into Conosco Group, widening cyber security and managed IT services for UCaaS buyers. Publi
Antony Savvas · 19 Jan 2022
Navigating Regulatory Complexity is a Bandwidth Superpower
Bandwidth helps enterprises tackle STIR/SHAKEN, robocalls, TRACED Act, fraud and 911 compliance while protecting communications.
George Malim · 11 Jan 2022
DTEN Brings On Board Marketing Head to Bolster its Global Reach
Rick Corteville has joined video collaboration specialist DTEN as Chief Marketing Officer, as the firm ups its efforts to expand globally.
Antony Savvas · 23 Dec 2021
Intermedia, Zoom and Five9 Talk Channel Trends for 2022
2022 is shaping up to be another significant year for channel partners selling UC and collaboration services into businesses around the globe.
David Dungay · 23 Dec 2021
Where Does the Dynamics Contact Centre Fit into the Market?
Microsoft caused quite a stir when it announced it would be adding voice channels to Dynamics 365.
Tom Wright · 22 Dec 2021
Fuze, LogMeIn and Vonage Execs on the Trends That Surprised Them in 2021
It’s been another huge year for the unified communications and collaboration industry, with the technology it provides keeping companies connected through…
Tom Wright · 21 Dec 2021
Kandy: 'We’re Obsessed with World-Class UX'
Once, not that long ago, enterprise success depended upon the nuts and bolts of an organisation’s functionality.
Simon Wright · 21 Dec 2021
Delivering a Great Customer Experience Is Possible During Peak Season - Here’s How
Peak-season CX depends on Aircall’s cloud contact centre, analytics and AI-powered support, helping UK businesses onboard agents fast. Published on UC Today.
George Malim · 20 Dec 2021
Programmable Communications are the Future of Work
UC Today sat down with Divya Ghai Wakankar, VP Enterprise Business & Marketing at BICS to find out how programmable communications are set to shape both…
David Dungay · 17 Dec 2021
It’s Time to Focus on Employee Experience
Employee experience is now a workplace-technology priority. Published on UC Today, Mitel’s Richard Roberts links hybrid work, contact centre, UC and collaborati
Elliot Mulley-Goodbarne · 16 Dec 2021
Benemen Now Operating Under the Enreach Brand in the Nordics
Benemen has re-branded as Enreach, after being acquired by the pan-European unified communications services group in May this year .
Antony Savvas · 15 Dec 2021
Big UC News from Zoom, Alcatel-Lucent Enterprise and RingCentral
Why UC buyers should care: Zoom, Cisco and ServiceNow are backing Genesys and Mio, while Alcatel-Lucent Enterprise launches CCaaS and RingCentral shifts.
Tom Wright · 13 Dec 2021
BICS Acquires Indian CPaaS Player
BICS buys 3m Digital Networks to expand CPaaS, AI voice, RCS and messaging, boosting customer engagement as APAC demand grows. Published on UC Today.
Antony Savvas · 10 Dec 2021
NEC Slashes Screen Switching with UCaaS/CCaaS Integration
NEC’s UCaaS and CCaaS integration cuts screen switching, giving UNIVERGE BLUE CONNECT and ENGAGE CLOUD SERVICES a single pane of glass. Published on UC Today.
George Malim · 9 Dec 2021
Mature Omnichannel CX
Omnichannel customer experience has been the goal of many organisations for a few years now, but over the pandemic period, consumer expectations have…
Maya Middlemiss · 9 Dec 2021
Sinch Completes its Acquisition of Email Specialist Pathwire
Mobile customer engagement provider Sinch has completed the $925m plus shares acquisition of Pathwire, first announced this September .
Antony Savvas · 8 Dec 2021
Alcatel-Lucent Enterprise Launches CCaaS Platform
ALE Connect adds hybrid CCaaS with AKIO, giving enterprises omnichannel voice, digital and social routing while protecting existing Alcatel-Lucent investments.
Antony Savvas · 7 Dec 2021
NEC Merges UCaaS and CCaaS Technologies to Deliver Ease of Use
NEC unifies UNIVERGE BLUE CONNECT and ENGAGE, merging UCaaS and CCaaS for single-app collaboration and customer care. Published on UC Today.
Antony Savvas · 7 Dec 2021
South Yorkshire Council Chooses 8x8 to Improve Citizen Comms
Rotherham Metropolitan Borough Council in South Yorkshire, England is aiming to improve its communications with its 260,000 residents with a new system…
Antony Savvas · 6 Dec 2021
Genesys Raises $580m With Zoom Among Investors
Genesys raised $580m from Salesforce, Zoom and ServiceNow to grow Experience as a Service; Published on UC Today, it backs Genesys Cloud CX.
Tom Wright · 6 Dec 2021
BT Strikes Global Dubber Conversation Recording Deal
BT’s Dubber deal makes call recording default in BT Meetings, helping multinationals meet compliance on Microsoft Teams, Zoom and Cisco Webex. Published on UC T
Antony Savvas · 3 Dec 2021
Delivering the Best Experience for Customers and Employees
Mitel says contact centres must evolve to experience culture as buyers demand chat, video and hybrid employee experience.
Tom Wright · 3 Dec 2021
GoTo Contact CCaaS for SMBs
For sales and customer service agents career prospects looks pretty good right now, whether they’re staying in a suitable role or considering their…
Maya Middlemiss · 2 Dec 2021
BREAKING: 8x8 to Acquire Fuze
8x8 to acquire Fuze for $250m, expanding XCaaS, UCaaS and CCaaS reach in Europe and hybrid work. Published on UC Today.
Tom Wright · 1 Dec 2021
Chatbots: How Automated FAQ Functionality Can Power Your Profitability
Destiny’s Faqbot chatbot automates FAQ support, sales and lead generation, cutting call centre costs and boosting profitability.
Simon Wright · 30 Nov 2021
Uboss Boosts Akixi Upsell for Broadsoft Platform Owners
Why workplace buyers should care: Uboss adds Akixi call and contact centre analytics for Broadsoft owners, helping resellers prove ROI, improve CX. Published on
Elliot Mulley-Goodbarne · 25 Nov 2021
‘We Expect to Do More M&A in 2022 Than We Did This Year’
Babble’s M&A push matters for UCaaS buyers: nine acquisitions, near-£50m revenue and a bigger UK cloud contact centre, collaboration and CX plan. Published on U
Marian McHugh · 24 Nov 2021
How Five9 is Partnering with EVAD to Enhance its Reach in EMEA
Five9’s EVAD partnership shows why channel partners matter for EMEA growth, adding cloud contact centre, Microsoft Teams and UC.
Marian McHugh · 23 Nov 2021
UC Contact Centre - Omni-Channel Solutions with Evolve IP
Contact Centre solutions are the technologies that have arguably undergone the biggest transformation over the last 19 months.
Marian McHugh · 19 Nov 2021
Stop Flying Blind, Enhance Users’ Experiences
Bandwidth Insights helps enterprises spot voice and messaging issues, improve CX and cut cloud communications waste.
George Malim · 18 Nov 2021
A Revolution in Easy Audio Conferencing
Why it matters: Nureva’s Microphone Mist, autocalibration and Intelligent Sound Targeting simplify audio conferencing for meeting rooms and classrooms. Publishe
Marian McHugh · 18 Nov 2021
UC Trends 2022: Unified Communications Round Table
Hybrid work is here to stay: Enreach, Fuze and LogMeIn show why UC, cloud, async collaboration, ML and video messaging matter. Published on UC Today.
Marian McHugh · 17 Nov 2021
The Evolving Role of Attendants
Why it matters: Pridis’ Connecsy Cloud helps attendants handle calls, chat, SMS and more in Microsoft Teams and RingCentral, with secure UCaaS integration. Publ
Tom Wright · 17 Nov 2021
CAE Acquires Novus Group
CAE has acquired Macclesfield-based Novus Group to strengthen its existing Microsoft capabilities.
Marian McHugh · 16 Nov 2021
AudioCodes Acquires AI CX Firm
AudioCodes has acquired conversational AI provider Callverso to boost its customer experience credentials.
Tom Wright · 16 Nov 2021
UC Trends 2022: CPaaS Round Table
Avaya, Sinch, IntelePeer, Pexip and Vonage on CPaaS trends, hybrid work, video, AI bots and cloud IVR.
Rebekah Carter · 15 Nov 2021
Is AI Doing Enough for SMBs?
Why AI needs a stronger SMB business case: Xarios’ Robin Russell says chatbots, speech analytics and sentiment data must prove value beyond contact centres. Pub
Marian McHugh · 15 Nov 2021
NUWAVE Supports Global Launch of Operator Connect for Microsoft Teams
The global launch of Operator Connect for Microsoft Teams makes Microsoft voice services available to new customers worldwide, and when combined with…
Maya Middlemiss · 11 Nov 2021
Kerv Becomes £50m-Revenue Firm with Latest M&A
Services provider Kerv now boasts turnover of £50m with the acquisition of Gyrocom.
Marian McHugh · 10 Nov 2021
The Rise and Rise of CX
Hybrid working is driving CX demand as cloud communications buyers weigh Webex, Teams and Zoom, recurring revenue and ROI.
Elliot Mulley-Goodbarne · 10 Nov 2021
All the Teams News from Ignite 2021
Microsoft wrapped up its second Ignite event of the year last week, with a host of news and product updates being announced for Microsoft Teams.
Tom Wright · 9 Nov 2021
UC Trends 2022: Security Roundtable
Security now sits at the heart of UC upgrades, as Talkdesk, Bandwidth, Crestron, Verint, ASC Technologies and Theta Lake weigh in on cloud, AI and compliance. P
Rebekah Carter · 9 Nov 2021
UC Trends 2022: Innovation Round Table
Why hybrid work and better CX matter: Zoom, Talkdesk, Aircall, Bandwidth, BlueJeans and Content Guru on UC trends, integrations and hybrid events. Published on
Rebekah Carter · 5 Nov 2021
Conversational Commerce, the Next Step in CX
Conversational commerce could lift CX, and CM.com shows why with WhatsApp, chatbot, customer data platform, cashless POS and Dutch Grand Prix.
Linoy Doron · 4 Nov 2021
Inside Five9’s Partnership with Britannic Technologies
Five9 and Britannic Technologies deepen UK channel reach with cloud contact centre, AI and IVA to simplify agent work.
Tom Wright · 4 Nov 2021
UC Trends 2022: Collaboration Round Table
Why it matters: hybrid work is forcing better UC tools. Published on UC Today, Mitel, Avaya, Fuze, Radisys and Akkadian discuss Teams, Zoom and cloud collaborat
Marian McHugh · 2 Nov 2021
The Future of Teams and CX
Why Teams CX matters: Luware and Content Guru on Microsoft Teams, Power Automate, ACS, Dynamics and Viva for contact centres. Published on UC Today.
Marian McHugh · 29 Oct 2021
The Emerging Trends of Anywhere Work
Anywhere work now demands secure cloud collaboration, AI and CPaaS. Published on UC Today, Avaya and LogMeIn explain why it matters.
Marian McHugh · 28 Oct 2021
BIG UC NEWS from Cisco, RingCentral and Gartner
Welcome to our roundup of the news causing the biggest buzz in the UC space this week.
Marian McHugh · 22 Oct 2021
Servicing Customers with the Cognitive Universe
Why telcos should care: Nuuday is using AI, chatbot, voicebot, IVR and Agent Assist to build a personalised Cognitive Universe. Published on UC Today.
Marian McHugh · 21 Oct 2021
'We Plan to Aggressively Double in Size'
Why it matters: Voiceflex aims to double to £20m with M&A, as CEO James Arnold-Roberts targets SIP, hosted telephony, SoGEA and the PSTN switch-off. Published o
Marian McHugh · 20 Oct 2021
Cisco Launches Webex Go
Cisco launches Webex Go, extending Webex Calling to mobile native diallers so IT teams can improve compliance and call recording. Published on UC Today.
Tom Wright · 19 Oct 2021
Comcast Completes Masergy Acquisition
Comcast completes Masergy acquisition to boost SD-WAN and advanced networking for mid-sized and large US firms, with Cisco Webex and UC Today.
Tom Wright · 14 Oct 2021
Five9 Celebrates Microsoft Certification
For some time, companies have been searching for better ways to align their communications and enhance customer experience in the process.
Rob Scott · 13 Oct 2021
BPO Giant transcosmos Implements Avaya OneCloud CCaaS
Why it matters: transcosmos is using Avaya OneCloud CCaaS and Google Cloud Contact Centre AI to boost CX and agent productivity. Published on UC Today.
Tom Wright · 6 Oct 2021
Vonage Launches UCaaS AI assistant
Vonage has launched an artificial intelligence-powered assistant for its unified communications as a service (UCaaS) offering.
Tom Wright · 6 Oct 2021
Monthly M&A Roundup: September
September M&A saw TD SYNNEX, Air IT, Babble, Redcentric, Sinch and Zoom reshape UCaaS, MSP and cloud.
Marian McHugh · 1 Oct 2021
BIG UC NEWS From Zoom, Google and 8x8
Zoom’s Five9 bid was rejected, Google launched a Chrome-based contact centre, and 8x8 hit 100,000 Teams seats. Published on UC Today.
Marian McHugh · 1 Oct 2021