Customer Experience
Where is CPaaS Headed in 2021? Expert Round Table
CPaaS opens up a world of possibilities for organisations (particularly contact centres) to interact with customers on a range of platforms like voice…
Anwesha Roy · 29 Jan 2021
Is CPaaS a Channel Opportunity? Round Table
CPaaS is opening channel revenue through cloud APIs, voice, SMS and CCaaS as Gamma, Sangoma and Avaya explain the shift.
David Dungay · 28 Jan 2021
NICE Introduces New CXone Microsoft Teams Integration
NICE CXone and Engage now integrate with Microsoft Teams, helping contact centres speed service, improve compliance and simplify collaboration.
Rebekah Carter · 27 Jan 2021
Microsoft Teams for WFH in 2021: Expert Round Table Part 1
Why Microsoft Teams became a leading WFH tool for 2021, with insights from Maintel, StarLeaf, Nuvias, Cavell, Giacom and Call2Teams.
Anwesha Roy · 27 Jan 2021
SCB Global and Microsoft Teams: Agile, Future-proof Workplace Transformation
Digital Transformation has become an over-used, excessively hyped term. However, tremendous, transformational progress was made in 2020.
George Malim · 27 Jan 2021
How Toku's Customers are Leveraging Communications APIs to Boost CX
Toku shows how programmable Voice and SMS APIs improve CX for Gojek, enabling secure omnichannel communication in APAC.
Linoy Doron · 27 Jan 2021
“Hold the Line Caller, I’m Putting You Through (to the Spare Room)”
Why WFH call handling still feels seamless: Sangoma Switchvox, unified communications and broadband keep office-style service. Published on UC Today.
Simon Wright · 26 Jan 2021
Introducing Mitto Conversations
In 2020, a lot of businesses realised the need for CPaaS. Especially with the onset of contactless environments, many brick-and-mortar stores were…
Joshua Felder · 26 Jan 2021
UC Summit 2021 is Open!
The virtual doors at UC Summit opened today at 10am for the start of an enhanced three-week virtual experience.
David Dungay · 25 Jan 2021
“You’re on Mute, Prime Minister…”
COVID pushed the UK public sector to Zoom, Teams and Jabra PanaCast and Speak, making audio-video quality critical.
Simon Wright · 22 Jan 2021
Babble Continues Relentless M&A Drive
Babble’s acquisition of Ultracomms doubles its contact centre unit, adding omnichannel, secure payments and speech analytics. Published on UC Today.
Tom Wright · 20 Jan 2021
Content Guru Using AI to Enhance Communication Channels
Content Guru shows how AI, NLP and speech recognition can improve contact centres, CRM routing and omni-channel customer service.
Joshua Felder · 20 Jan 2021
CPaaS and the Path to Digital Transformation
Digital Transformation is a term that’s remained on virtually everyone’s lips for the last few years.
Rebekah Carter · 20 Jan 2021
Using CPaaS as a Change Enabler for Businesses
CPaaS helps businesses add customer service, employee experience and AI tools fast, without rebuilding infrastructure. Published on UC Today, it boosts UCaaS an
Rebekah Carter · 18 Jan 2021
Why is CPaaS Critical to Customer Experience?
CPaaS is becoming vital to omni-channel CX, linking CRM, CDP and security tools like MFA, video authentication and digital payments. Published on UC Today.
UC Today News · 15 Jan 2021
PCI Pal to Host its First Industry-Wide Secure Payments/CX Virtual Event
PCI Pal’s virtual event shows why secure payments and CX now matter more for contact centres, with Oracle, Vonage and Verizon Security.
Linoy Doron · 13 Jan 2021
3 Ways CPaaS Can Build a CX Fit for 2021
CPaaS helps contact centres meet the everything customer with APIs, AI virtual agents, cloud IVR and WhatsApp. Published on UC Today.
Guest Blogger · 8 Jan 2021
Providers and Enterprises Win with Soft-ex
Why it matters: Soft-ex bill visibility and UC analytics help providers and enterprises control costs, improve CX and boost ROI across Microsoft Teams, Cisco an
Linoy Doron · 7 Jan 2021
Five9 MS Team Integration: Customer Service Boost Contact Centres Were Waiting For
The pandemic had contact centres nearly collapsing for a minute there. The overwhelming surge of activity they've been experiencing is a direct…
Linoy Doron · 6 Jan 2021
The Value of Partner Ecosystems for CX
Partner ecosystems now shape CX, helping Five9, Microsoft, Zoom and Salesforce deliver tailored UCaaS and CCaaS in a multi-vendor cloud stack. Published on UC T
Rob Scott · 5 Jan 2021
Do Conversational Interfaces Have a Place Outside of CX?
Conversational interfaces could boost productivity beyond CX with AI assistants, IVRs, chatbots, transcription, translation and task auto
Rebekah Carter · 31 Dec 2020
How Can Bots Help Provide Better Unified Comms?
As the way we communicate continues to evolve, the concept of unified communications transforms with it.
Rebekah Carter · 30 Dec 2020
2020 Round Table: Conversational AI, Virtual Assistants and Bots
Why contact centres need conversational AI now: Agara Labs, AudioCodes and Inference Solutions on virtual assistants, voice bots and CX. Published on UC Today.
Rebekah Carter · 23 Dec 2020
It’s Time to Integrate or Compromise CX
Integration is now vital for CX: Five9 says UCaaS, CCaaS, Microsoft Teams and Salesforce data must connect to avoid siloed service. Published on UC Today.
Rob Scott · 22 Dec 2020
Frost and Sullivan Commends RingCentral as an Innovation Leader
Frost & Sullivan backs RingCentral’s innovation in UCaaS and hosted IP telephony, underscoring why buyers should care about flexible cloud communications. Publi
Rebekah Carter · 18 Dec 2020
Enhancing CX with Microsoft Teams and Vonage
There are a lot of integrations created to enhance the Microsoft Teams user and end-user experience.
Ian Taylor · 16 Dec 2020
Mitto: Behind the Message
Why CPaaS buyers should care: Mitto says human support, quarterly business reviews and A2P SMS transparency now differentiate service. Published on UC Today.
Joshua Felder · 16 Dec 2020
UC Trends 2021 – Unified Communications Round Table
COVID-19 accelerated UC adoption as firms moved to cloud, Zoom, Microsoft Teams, Slack and Salesforce. Published on UC Today.
UC Today News · 15 Dec 2020
Beyond the Bot, to Augmented Agents and Enhanced CX
Enghouse Interactive shows how NLP, AI supervisors and augmented agents can boost empathy, FCR and CX in contact centres.
Maya Middlemiss · 15 Dec 2020
Tollring Launches Analytics 365 for Microsoft Teams
Tollring’s Analytics 365 adds Microsoft Teams call recording and collaboration analytics to improve engagement, productivity and wellbein
Rob Scott · 9 Dec 2020
Poly Phones vs Snom Phones
Poly and Snom phone comparisons show which VoIP, IP phone and UC platform suits your business, from VVX to D7XX.
UC Today News · 4 Dec 2020
What's Next for the Microsoft Teams WFH Experience?
WFH buyers need better Teams audio and devices as AudioCodes expands Microsoft Teams deskphones, C450HD trials and C470HD bundles. Published on UC Today.
Ian Taylor · 4 Dec 2020
The 12 Predictions of Christmas 🎁
12 leaders predict more Microsoft Teams, Slack and RingCentral use, with unified apps, security and interoperability.
Rob Scott · 3 Dec 2020
What is Cloud Communications? Your Getting Started Guide
This simple guide from UC Today explains cloud communications and the different options available to the potential user
Rebekah Carter · 30 Nov 2020
Centreon Switch Updated Partner Programme ON
Centreon’s ON partner programme matters for buyers needing better IT monitoring support, with UK expansion, LMS, PRM and certification via Centreon Academy.
Elliot Mulley-Goodbarne · 27 Nov 2020
Introducing Asana Integrations for the Enterprise
Asana, a work, and project management solution for modern teams, recently announced the arrival of new and expanded integrations with leading tools.
Rebekah Carter · 23 Nov 2020
Big News You May Have Missed
Gartner’s CCaaS changes, Five9’s drop, Microsoft Teams pricing, Cisco Webex updates and VR show why buyers should care.
Rebekah Carter · 23 Nov 2020
Content Guru Recognised by Leading Industry Analyst Gartner
Gartner names Content Guru a CCaaS Challenger, highlighting storm and cloud contact centre strength as buyers plan CX, NHS and distributed work. Published on UC
Joshua Felder · 20 Nov 2020
Big News You May Have Missed
Welcome back to your weekly roundup of the best news reports and stories from the last seven days.
Rebekah Carter · 16 Nov 2020
Improve Compliance in the Workplace with VR
VR training could cut workplace compliance errors, reduce fines and improve retention with immersive enterprise education.
Rob Scott · 16 Nov 2020
Mitel's Cloud Survey Proves: Europe is Fast-Tracking Migration to the Cloud
Mitel, a global market leader in business communications, recently published the results of its Europe-wide survey regarding the adoption of cloud-based communications among European companies.
Linoy Doron · 11 Nov 2020
UC Summit 2021 is Going Full Throttle - Annual Conference & Expo ⚡
UC Summit 2021 spotlights Cisco, RingCentral and Avaya on AI, virtual reality and remote collaboration for buyers.
Rob Scott · 10 Nov 2020
Big News You May Have Missed
The final weeks of 2020 are already here, and most companies are looking forward to what 2021 might bring.
Rebekah Carter · 9 Nov 2020
The Rise of the Video Call: How COVID-19 has Changed the Way we Collaborate
Martin Taylor, Deputy CEO and Co-founder of Content Guru speaks to UC Today about how a unified communications (UC) and contact center as a service (CCaaS) solution keeps operations effective throughout COVID-19
Joshua Felder · 6 Nov 2020
ALE Helps Governments Become More Citizen Centric
ALE is helping governments build citizen-centric digital services with UC, CPaaS, Rainbow Meeting, AI and secure network infrastructure. Published on UC Today.
Rob Scott · 5 Nov 2020
Yeastar Introduces the P-Series PBX System
Leading provider of SME PBX systems, Yeastar, recently announced the arrival of the new P-Series PBX system as part of a global launch event
Rob Scott · 4 Nov 2020
Big News You May Have Missed
Microsoft Teams hit 115 million DAU and Cisco added security updates, while UC Today covers mobile UC, fixed-mobile convergence and Dubber.
Rebekah Carter · 2 Nov 2020
Mobility, Mobile UC and Fixed Mobile Convergence Round Table
Mobile UC and FMC are now business essentials as hybrid work drives fragmentation; UC Today hears from Unify, BICS, CounterPath and Tango Networks.
Anwesha Roy · 29 Oct 2020
UC Trends 2021 - Service Management Round Table
Of all the industries we have assessed over the last few months, service management has probably had the most multi-faceted impact.
Anwesha Roy · 27 Oct 2020
Big News You May Have Missed
This roundup shows why buyers should watch Zoom, Cisco, Microsoft, Twilio, Segment, Microsoft Teams Direct Routing and Nvidia Maxine.
Rebekah Carter · 26 Oct 2020
RingCentral Hosts Code Together Virtual Conference
RingCentral’s Code Together virtual developer conference showed why open APIs, security and reliability matter for UC buyers. Published on UC Today.
Rebekah Carter · 23 Oct 2020
CPaaS Flourishes as Enterprises Reap Rewards, says SAP Digital Interconnect
Customer experience is a key success factor for enterprises, and with the increased pace of digitization companies are looking for scalable, reliable…
George Malim · 23 Oct 2020
Channel Surfing: Five9 Partners Have the X Factor
The Five9 partner strategy has always centered on a well-balanced mix of partners, creating a diverse ecosystem. This way, the cloud contact center provider gives its customers choices on how they engage with their CCaaS solution, according to individual preference
Linoy Doron · 20 Oct 2020
Introducing UC Trends 2021
Why UC buyers should care: UC Trends 2021 from UC Today brings Zoom, Microsoft, RingCentral, Cisco, Talkdesk, Akixi and Theta Lake insights.
Rebekah Carter · 19 Oct 2020
Big News You May Have Missed
Welcome back to another thrilling week of news and updates from the UC, Collaboration, and Customer Experience landscape.
Rebekah Carter · 19 Oct 2020
Content Guru Chosen by Leading US Technology Company
Why it matters: Content Guru’s storm CCaaS let Cognosante move 100 agents remote in under 48 hours for a US government loan programme. Published on UC Today.
Joshua Felder · 16 Oct 2020
SurveyMonkey Supports 71% of Workers Wanting WFH
SurveyMonkey’s Microsoft Teams app helps workplace buyers act on feedback, boosting employee experience, remote work and DEI.
Rebekah Carter · 13 Oct 2020
Giving our Heroes the UCC Superpowers they Need
Front-line retail associates, transport and logistics workers, and healthcare professionals have been lauded for their services these past six months.
Guest Blogger · 7 Oct 2020
RingCentral and Westcon-Comstor Partner on Cloud
RingCentral and Westcon-Comstor expand UCaaS cloud communications in Australia, helping channel partners deliver work-from-anywhere solutions. Published on UC T
Rebekah Carter · 2 Oct 2020
Deloitte Digital Joins Twilio as Premier Integrator
Why it matters: Deloitte Digital joins Twilio Build as a Premier Global Systems Integrator, expanding Twilio Flex, APIs and customer engagement support. Publish
Rebekah Carter · 2 Oct 2020