Customer Experience
Sinch Makes $1.9bn Acquisition
Sinch has reached an agreement to acquire email delivery platform Pathwire for $1.9bn. Pathwire’s brands include Mailgun, Mailjet and Email on Acid.
Tom Wright · 30 Sept 2021
8x8 CEO on Global Expansion and Hitting 100k Teams Seats
8x8 has released a raft of news in recent months, culminating in its recent expansion into Russia, the launch of a new operator console and some…
Tom Wright · 29 Sept 2021
Talkdesk Launches CC-Based Business Phone System
Talkdesk has launched a voice product which it says is “the industry’s first and only business phone system natively built on a cloud contact centre…
Tom Wright · 29 Sept 2021
Enreach: Great Experience Demands Individual Service
Why UC customer service matters: Enreach UK pairs local support with global scale, AI-enabled chatbots, 24/7 help and in-house engineers.
George Malim · 29 Sept 2021
AT&T and Five9 Unite Microsoft Teams UCaaS and CCaaS
Collaboration is often at the heart of an excellent technology offering. It doesn’t matter if you’re providing a state-of-the-art UCaaS environment or a…
Rob Scott · 28 Sept 2021
The Importance of Audio in Voice Bot Future
In times of digital banking and phone line-less customer service strategies, it's clear that cloud technology and the artificial intelligence and machine…
Elliot Mulley-Goodbarne · 22 Sept 2021
Zoomtopia 2021: All the Big Announcements
Zoomtopia 2021 adds Zoom Video Engagement Center, Zoom Whiteboard, E2EE, BYOK, translation and Zoom Phone updates. Published on UC Today.
Tom Wright · 21 Sept 2021
The Technology Shaping The Future of Retail
The retail landscape has changed enormously in the past 18 months. Some reports says the shift from physical stores to online shopping was accelerated by…
Christine Horton · 21 Sept 2021
Avaya Gears Up for GITEX Return
Why it matters: Avaya returns to GITEX to show OneCloud, CPaaS and AI-driven unified communications and CX for digital workplaces. Published on UC Today.
Tom Wright · 20 Sept 2021
BIG UC NEWS from Zoom, Dialpad and Google
Why buyers should care: Zoom launched Video Engagement Center, Dialpad bought Kare Knowledgeware, and Google added Meet hardware. Published on UC Today.
Marian McHugh · 17 Sept 2021
UC EXPO Returns to London Next Month
UC EXPO will return to London next month for a two-day, in-person event at the London ExCel.
Tom Wright · 16 Sept 2021
Dialpad Acquires Kare Knowledgeware
Dialpad’s Kare Knowledgeware acquisition should strengthen Contact Center self-service, AI and NLP, helping reduce agent pressure and hold times. Published on U
Tom Wright · 15 Sept 2021
Channel Round Table: Microsoft Teams in the Channel
Teams’ explosive growth is reshaping hybrid work, but buyers need clear DR, integration and telephony choices. Published on UC Today, with Microsoft 365, Window
Marian McHugh · 15 Sept 2021
Tollring Introduces Work Analytics App for Teams
Tollring’s Analytics 365 app for Microsoft Teams gives workplace analytics on wellbeing, engagement and productivity.
Marian McHugh · 14 Sept 2021
The Role of Voice Analytics in Driving Organizational Efficiency
Businesses' increasing use of UC platforms as a result of hybrid work has created an increased requirement for granularity when it comes to all aspects of…
Linoy Doron · 31 Aug 2021
8 Execs on the Zoom-Five9 Acquisition
Zoom’s impending entrance to the contact centre space is probably not a shock to many, although the size of its arrival – through the impending…
Tom Wright · 27 Aug 2021
BIG UC NEWS from Microsoft, Facebook and Otter
Microsoft 365 prices rise, Facebook launches Horizon Workrooms, and Otter expands to Teams, Google Meet and Cisco Webex on UC Today.
Marian McHugh · 27 Aug 2021
Improving the UC Mobile Experience for SMBs
Ericsson ECA and iPECS Cloud improve UC mobile calling for SMBs with native dialler, VoLTE, 5G-ready mobility and multi-device support.
Marian McHugh · 27 Aug 2021
Channel Round Table: Harnessing the Power of 'Best of Breed'
Best of breed is reshaping UC and channel strategy, as Nuvias UC, Akixi, Vyopta and Digital Space back multi-vendor hybrid workplace solutions. Published on UC
Marian McHugh · 26 Aug 2021
Comcast Business to Acquire Masergy
Comcast Business will acquire Masergy, combining fibre, managed SD-WAN, UC, CX and security to grow global enterprise services.
Tom Wright · 25 Aug 2021
Security, Regulations, and Compliance Round Table
Hybrid working has raised security and compliance risks, and UC Today explains how Theta Lake, Tollring and Intrado use AI, UCaaS and mass notification to help.
Marian McHugh · 24 Aug 2021
Zen Internet Adds New Faces to Executive Team
Zen Internet’s executive reshuffle backs its £200m plan, adding leadership for Retail, Portfolio Management, Marketing and Customer Experience.
Marian McHugh · 20 Aug 2021
Driving CX with High-Quality Headsets
How Jabra headsets can improve CX, AX and AHT by giving contact centre agents clearer, safer audio.
Guest Blogger · 20 Aug 2021
Enterprises Enhance CX with Tata Communications and Cisco
Tata Communications and Cisco Webex Contact Center help enterprises improve CX with cloud, omnichannel, CRM and APIs.
George Malim · 19 Aug 2021
LogMeIn Appoints First Chief Revenue Officer
LogMeIn appoints Bill Robinson as first CRO to unify sales, customer experience and growth across SaaS and flexible work.
Marian McHugh · 18 Aug 2021
AI Drives Double Awards Win for Avaya
Avaya has won double at the UC Awards 2021, driven by its innovation in artificial intelligence (AI).
Tom Wright · 18 Aug 2021
Who Leads the Gartner CCaaS Magic Quadrant 2021?
This year’s Gartner Magic Quadrant for contact centre-as-a-service (CCaaS) has one notable change from the 2020 edition: Vocalcom is the only company to…
Marian McHugh · 11 Aug 2021
Webex Contact Center vs Cisco Unified Contact Center
Compare Cisco Webex Contact Center vs Cisco Unified Contact Center and see why cloud omnichannel CX, AI routing and integrations matter. Published on UC Today.
Rebekah Carter · 11 Aug 2021
How Quality Audio Can Reduce Stress
Poor audio on Microsoft Teams can raise stress and harm CX. Published on UC Today, Spearline’s PESQ diagnostics help fix jitter and connectivity.
Elliot Mulley-Goodbarne · 10 Aug 2021
How Integration is Trumping Connectivity
Why integration now beats connectivity in cloud telephony: Net2Phone’s API, apps and CX-first communications. Published on UC Today.
Simon Wright · 3 Aug 2021
Webex Contact Center Review - Discover CCaaS from Cisco
Why it matters: Cisco Webex Contact Center brings CCaaS, AI, omnichannel cloud, analytics and CRM integrations to UC Today readers.
Rebekah Carter · 29 Jul 2021
Teams Hits 250m MAU, 80m Phone MAU
Microsoft Teams hits 250m MAU and 80m Teams Phones users, signalling why enterprise buyers should care about collaboration, calling and Dynamics 365. Published
Tom Wright · 28 Jul 2021
How to Defend Against Operations’ Silent Killers
Service providers and their customers often suffer from poor experiences because of weak, isolated management systems that do not deliver strong…
George Malim · 28 Jul 2021
Nextiva Launches New Contact Centre Offering
Nextiva launches CCaaS with Business Phone System integration, omnichannel routing and AI tools. Published on UC Today.
Rebekah Carter · 27 Jul 2021
8x8 XCaaS Review: The Ultimate All-in-One Platform
8x8 XCaaS is changing the game for the communication landscape. For years, companies have been searching for a way to align more of their technology…
Rebekah Carter · 22 Jul 2021
Service Management Round Table
Hybrid work has raised demand for service management software. Published on UC Today, Calero-MDSL, Virsae and VOSS explain why UCaaS, ServiceNow and Zoom integr
Marian McHugh · 21 Jul 2021
Twilio Flex Review: A Complete Guide to Twilio Flex
Why it matters: Twilio Flex lets contact centre buyers build a programmable omnichannel platform with APIs, CRM integrations and Google Contact Centre AI. Publi
Rob Scott · 20 Jul 2021
Winning with Microsoft Teams in Retail
Microsoft Teams for Retail helps buyers connect frontline workers, managers and shift management with templates, Planner and ServiceNow.
Rebekah Carter · 20 Jul 2021
Google and AT&T Expand Edge and 5G Partnership
Google Cloud, a leading provider of cloud technology in the digital world, and AT&T, market-leading communications solution provider, announced the…
Rebekah Carter · 16 Jul 2021
TelcoSwitch Launches new CX Platform
UC provider TelcoSwitch has launched its new 3Sixty platform to improve organisations’ inbound customer experiences.
Marian McHugh · 15 Jul 2021
Big UC News You May Have Missed
Microsoft Teams updates, RingCentral AI scam-call blocking, Amazon collaboration plans, and BT-Mitel MiCloud UC.
Marian McHugh · 9 Jul 2021
Theta Lake Joins New Wells Fargo Accelerator
Leading collaboration security and compliance solution provider, Theta Lake, recently announced that it has joined the Wells Fargo Accelerator program for…
Rebekah Carter · 9 Jul 2021
Mitel and BT Offer New UCaaS Solution to UK Firms
Mitel and BT have expanded their partnership to deliver a customisable UCaaS solution to UK business customers.
Marian McHugh · 8 Jul 2021
Insights Shared on How to Improve your Hybrid CX Strategy
Hybrid CX depends on reliable contact centre connectivity, Spearline says. Published on UC Today, it spotlights SD-WAN, audio quality and remote agents.
Elliot Mulley-Goodbarne · 7 Jul 2021
Soft-ex awarded Microsoft Co-sell Ready Status
Why it matters: Soft-ex gains Microsoft Co-sell Ready status, putting Voice Analytics and Interactive Billing on the Microsoft Teams marketplace. Published on U
Linoy Doron · 7 Jul 2021
The Importance of Analytics for Successful Customer Journeys
A customer journey is a well-used yet often-misunderstood term. It is mistakenly conflated with the customer experience when, in fact, the journey is what…
George Malim · 6 Jul 2021
Announcing the UC Partner Awards 2021
Calling all UC partners! We’re here to celebrate you. For the first time ever, UC Today is launching a new UC Awards experience designed specifically for…
Rebekah Carter · 5 Jul 2021
UCaas and CCaas Unite with Five9-Nextiva Partnership
Why it matters: Nextiva and Five9 are bundling UCaaS and CCaaS to streamline CX, AI automation and remote agents. Published on UC Today.
Tom Wright · 2 Jul 2021
Lumen Introduces Teams Solution for Remote Work
Lumen, a leading communications, networking, and security solution, recently announced a new update to its portfolio.
Rebekah Carter · 1 Jul 2021
The Role Of Unified Communications In Hospitality
It’s no secret the hospitality landscape is changing. Even before the pandemic turned much of the travel and hotel industries on their heads, companies…
Rebekah Carter · 1 Jul 2021
‘Appy Days
Why buyers should care: Acrobits says Cloud Softphone cuts mobile app build costs by 90%, with VoIP, end-to-end encryption and audio/video. Published on UC Toda
Simon Wright · 30 Jun 2021
Aircall to Use Latest Funding to Build UK Channel
Why it matters: Aircall is using its $120m Series D to build a UK channel, open a London office and add AI to its cloud voice platform. Published on UC Today, i
Marian McHugh · 23 Jun 2021
Do You Know the Key to Boosting Revenues?
Brand loyalty can lift renewals and upsells as UC and CC markets consolidate. Published on UC Today, 2600Hz explains why.
Elliot Mulley-Goodbarne · 17 Jun 2021
How MSPs can Pivot in Complex Hybrid Environments
As hybrid working looks set to become the mainstream operating model for organisations, it presents a headache for their managed service providers (MSPs)…
Marian McHugh · 14 Jun 2021
Are you getting the most from your CX Tool Box?
Why CX matters for resellers: VanillaIP says CRM, call recording, Teams, Webex, Zoom, Uboss and AI bots can improve customer service. Published on UC Today.
Elliot Mulley-Goodbarne · 8 Jun 2021
Tollring Announces Contract Extension with BT Wholesale
Tollring extends its BT Wholesale contract to add call analytics, sales enablement and customer engagement for channel partners.
Rebekah Carter · 3 Jun 2021
Solving the Banking Industry’s Engagement Crisis
CPaaS, SMS and WhatsApp could help banks boost app adoption, loyalty and customer engagement as Venmo and Cash App gain ground.
Elliot Mulley-Goodbarne · 27 May 2021
The Best VoIP Providers: It’s Time to Search for UC
Why the best VoIP providers may no longer be enough for hybrid work, with UCaaS, Microsoft Teams, APIs and contact centre links.
Rob Scott · 24 May 2021
8x8 Launches Combined CC and UC Solution
8x8 has launched a combined unified communications and contact centre as a service solution.
Tom Wright · 21 May 2021
Analysing the Future Contact Centres
Although the modern contact center extends to email, chat windows, and social media, voice continues to be the foundation for customer interactions.
Elliot Mulley-Goodbarne · 19 May 2021