Customer Experience
The Unicorns of UC
With such great stories being told in the Unified Comms and contact centre industries, catching yourself a unicorn is now a reality is our little world of phones and call routing
Dominic Kent · 26 Apr 2019
8x8 X Series Provides a True Single Platform for Everyone
We know AI is a huge buzz word and is in danger of being overhyped. So, the introduction of an AI package into the UCaaS offering seems a sensible way to deliver this functionality to those using or buying a new phone system
Dominic Kent · 25 Apr 2019
Angekis: Insider View of Video Conferencing
With so many video conferencing brands out there, it’s important to look at the overall package instead of solely focusing on price
Dominic Kent · 18 Apr 2019
Automating the Sales Process with Zoom.ai
“When a sales person is not selling, that’s a loss of potential revenue for a business”
Dominic Kent · 17 Apr 2019
The Power of Single Platform with 8x8
8x8 unifies speech analytics and Jitsi video conferencing on one platform, helping UC and contact centre buyers boost performance and engagement. Published on U
Patrick Watson · 15 Apr 2019
Telephony: Foundational for Today’s Voice & Tomorrow’s Collab
Businesses have been using VoIP for over 20 years, and while having gained widespread acceptance, it’s easy to forget just how disruptive it once was.
Guest Blogger · 11 Apr 2019
Microsoft and Cisco Headline UC EXPO 2019
UC EXPO 2019 puts Microsoft and Cisco centre stage, with AI, cloud communications and Teams insights for buyers. Published on UC Today.
Rebekah Carter · 8 Apr 2019
RingCentral vs. 8x8: Baffled by Cloud Communications Providers?
We explore the benefits and features offered by RingCentral and 8x8 to help you make a more informed decision about your UCaaS stack.
Rebekah Carter · 8 Apr 2019
RingCentral vs. Fuze: Tackling the UCaaS Puzzle
We explore the portfolios available from Fuze and RingCentral for Unified Communications, Contact Centre solutions and collaboration.
Rebekah Carter · 5 Apr 2019
Don't get Overloaded on the Path to the Cloud
We go into enterprise customers where they are asking their staff to use 15-20 apps at any one time. This presents lots of different problems. Mainly time spent navigating is wasted (up to an hour per day) and detrimental effect on hardware
Dominic Kent · 5 Apr 2019
Oak Merges Bases to Empower Cloud Recording Partners
Oak Innovation’s merger with Oak Systems International speeds cloud recording for channel partners, with ProphecyIQ, SIPREC and Mitel support. Published on UC T
Dominic Kent · 3 Apr 2019
Hugo Integration with BlueJeans
BlueJeans and Hugo link cloud meetings with real-time notes, helping SMB, mid-market and Fortune 500 teams turn insights into action. Published on UC Today.
Rebekah Carter · 2 Apr 2019
RingCentral Connect Platform Review: APIs and SDKs
Everything you need to know about using the RingCentral Connect Platform to create the ultimate communication stack.
Rebekah Carter · 1 Apr 2019
All the UC Events in May
We're keeping you up-to-date with all the upcoming events in the Unified Communications space for 2019. Here's what you can expect from May!
Rebekah Carter · 1 Apr 2019
Conversational AI – Who's Leading the Way?
The use cases for conversational AI are clear. For queries that include information accessible on your website, conversational AI can remove the human resource to stand by and power your live chat
Dominic Kent · 29 Mar 2019
Gamma adds Collaboration to its Horizon Cloud PBX
Leading communications provider to the UK business sector, Gamma, has beefed up its Horizon Cloud PBX proposition with the announcement of Horizon Collaborate
Andy Cakebread · 29 Mar 2019
How Digitalisation will Impact the Contact Centre Market
Marketing will answer a public tweet that will affect the brand, and customer service is more likely to address the matter privately; the handover between both functions is sometimes complicated
Dominic Kent · 29 Mar 2019
Pay Monthly or Pay Upfront for your Contact Centre?
I can quite happily say that I love the cloud communications and contact centre industry. But it – and that includes me – has been terrible at marketing the Return on Investment
Dominic Kent · 28 Mar 2019
Tollring, CCaaS and Serving the Mid-Market
Tollring says CCaaS helps mid-market buyers test omni-channel, AI and chatbots, while keeping voice and customer journey insight.
Rob Scott · 28 Mar 2019
AMC Technology - New Contact Centre Integrations
In line with AMC Technology's webinar series , the CTI software specialist can now confirm they have launched integrations into leading customer service…
Dominic Kent · 27 Mar 2019
Fuze vs. Cisco: Choosing the Right Vendor
We compare the UC and contact centre solutions provided by Fuze and Cisco, to help you choose the right vendor for your communication stack.
Rebekah Carter · 26 Mar 2019
IPCortex Acquired by Aerial Direct Group
Aerial Direct acquires IPCortex, securing its UC and collaboration platform for channel partners as cloud migration and feature development speed up.
Ian Taylor · 25 Mar 2019
Fuze vs. 8x8: Reliable Cloud UC
If you're looking for an agile cloud-based solution for communications, Fuze and 8x8 both have excellent products to offer.
Rebekah Carter · 22 Mar 2019
Unify: Which Collaboration Character are You?
Perhaps you can spot yourself here immediately. Maybe you’re stuck between two or three personas that best fit your working style. There’s only one way to find out
Dominic Kent · 22 Mar 2019
Telstra: Why are UK Businesses Struggling with DX?
Telstra’s research tells us that the benefits of a successful whole-of-company, leadership-led approach to digital transformation cannot be understated
Dominic Kent · 22 Mar 2019
How TelcoSwitch Achieves Zero Churn
With the UCaaS industry reported to be worth $28.69bn by 2021 by Markets and Markets, new resellers are chomping at the bit and need to make an informed decision when selecting a partner
Dominic Kent · 22 Mar 2019
Is CCaaS the 'Holy Grail' for Contact Centres?
There really isn’t a one size fits all answer to the question of cloud contact centres
Dominic Kent · 21 Mar 2019
Benefits of Communications Platform as a Service
Cloud-based "as-a-service" offerings are transforming the communication space. What could CPaaS do for your business?
Rebekah Carter · 20 Mar 2019
UC EXPO Returns with a Bang for 2019
The largest Unified Communications and Collaboration Event in Europe is returning to the London ExCeL centre in 2019.
Rebekah Carter · 19 Mar 2019
Enterprise Connect 2019 Underway
Why Enterprise Connect 2019 matters: Microsoft, Cisco, Amazon Connect, Zoom and LogMeIn unveil UC, CCaaS, collaboration and analytics updates. Published on UC T
Patrick Watson · 18 Mar 2019
Avaya Launches Self-Service UCaaS Solution
Everybody is a consumer. If it’s easy to buy technology in the consumer world, the business world should replicate this customer experience
Dominic Kent · 18 Mar 2019
LogMeIn Collaboration has a New Look
LogMeIn’s GoToConnect unifies Jive and GoToMeeting, giving UCaaS buyers all-in-one voice, video and web conferencing at up to 50% less.
Andy Cakebread · 15 Mar 2019
Avaya Opens New Customer Experience Centre
Leading communication and collaboration vendor, Avaya, recently took the next step in their customer experience strategy by opening a new Customer…
Rebekah Carter · 15 Mar 2019
Formation Tech Deploys Optichannel Contact Centres
Formation Tech says optichannel contact centres could improve CX and ROI by matching voice, web chat and self-service to task. Published on UC Today.
Dominic Kent · 15 Mar 2019
Is Aspect on the Road to CCaaS Success?
Aspect’s recently revised CCaaS portfolio demonstrates that it is possible for an old school call centre provider to turn their offering into an up to date, market challenging proposition
Dominic Kent · 15 Mar 2019
Exploring Enghouse Interactive
“What we’re doing is opening up the Enghouse Interactive products to allow third party chat interfaces to integrate to the platform”
Dominic Kent · 15 Mar 2019
Is Talkdesk the CCaaS Unicorn?
How many times have you been on a web chat to a human and been infuriated because it took so long for them to respond? Chatbots powered by machines and artificial intelligence don’t need to type
Dominic Kent · 14 Mar 2019
The Ultimate Fuze Buyer's Guide
This article introduces your complete guide to the products available from Fuze, and how they can benefit your business.
Rebekah Carter · 13 Mar 2019
What’s HOT in Contact Centre with Julien Rio
Messaging is so hot right now. You have all the power when you send a message
Dominic Kent · 13 Mar 2019
Endpoint Wars 2019 – Which is the Best Device?
Endpoint wars 2019 shows why Grandstream, Avaya, Cisco, Yealink and Plantronics matter for UC, SIP, Teams and headsets.
Dominic Kent · 13 Mar 2019
Customer Preferences Driving the Fate of CSPs
The evolution of enterprise communications shifting towards “as-a-service” offerings is directly impacting the traditional landscape of communication…
Guest Blogger · 13 Mar 2019
CCaaS Success Toolkit
Just because you’ve introduced a CCaaS solution with all the bells and whistles doesn’t mean your customers are going to ring them
Dominic Kent · 12 Mar 2019
Top CCaaS Providers 2019
It can be a minefield when breaking down who to even approach. And that needs to happen a long time before you start seeing demos and producing requirements
Dominic Kent · 12 Mar 2019
UC EXPO 2019 - Smarter Collab to Take Centre Stage
This year’s UC EXPO is just around the corner, and UC Today is a proud media sponsor of the upcoming expo.
Ian Taylor · 8 Mar 2019
What Happens if Slack offers UCaaS?
Slack could reshape UCaaS, adding voice, video, apps and integrations. Published on UC Today, see why Amazon, Salesforce and Oracle matter.
Ian Taylor · 8 Mar 2019
UC Headset Trends 2019
If you’ve ever worked at a call centre, you understand the importance of clear and concise communication with customers on the other end.
Ian Taylor · 4 Mar 2019
Collaboration Trends 2019: Industry Leader Insights
Why collaboration tools now need cloud, AI and interoperability. Published on UC Today, insights from Avaya, Zoom, Yamaha UC, StarLeaf and LogMeIn.
Rob Scott · 1 Mar 2019
Using Integration to Drive Efficiency and Compliance
Why contact centres should integrate CRM, call recording and payment automation: Oak Innovation says it boosts efficiency, GDPR and PCI compliance. Published on
Dominic Kent · 1 Mar 2019
Get Integrated with 365 Channel Integration Framework
AMC Technology’s DaVinci adds Microsoft Dynamics 365 Channel Integration Framework integrations, with voice, SMS and chat.
Dominic Kent · 27 Feb 2019
Alianza wants Telecom Service Providers to ‘Ditch the Box’
Alianza’s cloud, API-first UCaaS and CPaaS platform helps service providers ditch on-premise boxes, cut network gear and focus on CX. Published on UC Today.
Ian Taylor · 27 Feb 2019
Gartner MQ for Workforce Engagement Management
Gartner’s new WEM Magic Quadrant shows which vendors matter for agent and employee experience, with NICE, Verint, Calabrio, Genesys, OpenText and Zoom on UC Tod
Rebekah Carter · 26 Feb 2019
Telecoms Fraud: 7 Challenges Service Providers Face
Telecoms fraud is raising losses and churn risk. See why Hosted UC, SIP, machine learning and anti-fraud matter.
Guest Blogger · 26 Feb 2019
Five9 Releases Latest Earning Results for Q4
Leading conferencing and collaboration company Five9 revealed outstanding results for quarter 4 of 2018 recently.
Rebekah Carter · 22 Feb 2019
Service Management Delivers BIG Benefits
Service management leads to higher quality of service, stronger business performance and more. Let's look at the benefits.
Rebekah Carter · 22 Feb 2019
Enghouse Interactive Get Realistic with Chatbots
Why chatbots fail without purpose: Enghouse Interactive says contact centre buyers need training data, up-to-date knowledge bases and strategy. Published on UC
Dominic Kent · 22 Feb 2019
Telstra Collaboration with Cisco Platform Review
To deliver the best customer experience , companies need more reliable and secure strategies for communication more than ever before.
Rob Scott · 21 Feb 2019
Team Collaboration Rules, Here's Why
Team collaboration is an increasingly crucial part of the business environment, but what are the benefits of embracing it in your business?
Rebekah Carter · 20 Feb 2019
Virsae Discusses Data, AI and CX Insights
Why it matters: Virsae uses cloud data, AI and automation to spot UC and contact centre issues before they hit CX. Published on UC Today.
Rob Scott · 20 Feb 2019
Pexip Ranks at No.1 in New NPS Survey
Leading provider of flexible video conferencing solutions, Pexip, recently announced their number 1 position in a new Wainhouse Research report.
Rebekah Carter · 19 Feb 2019
CX No Longer Just a Contact Centre Play
Formation Tech specialise in the mid-market UCaaS and CCaaS space. As providers of both, they have a niche in the mixed technology play.
Dominic Kent · 15 Feb 2019