Customer Experience
Walking the Boards with Gamma: 2019 Roadshow
Gamma’s 2019 roadshow helps partners compete with hosted voice and SIP trunking, Andrew Taylor, Nancy Rademaker and sponsor insights.
Patrick Watson · 13 Feb 2019
Mondago Reflects on 2018 and Plans for 2019
Mondago’s 2019 launch cycle matters for buyers needing CRM telephony integration, hosted platforms, contact centre tools and wallboards.
Rob Scott · 13 Feb 2019
MessageBird says Email is Still Important
Why email still matters: MessageBird and SparkPost add high-deliverability email to the Programmable Conversations API for omnichannel customer engagement. Publ
Dominic Kent · 12 Feb 2019
Avaya Shuffle the Pack with a New CFO
Internal management changes can have a huge bearing on the strategy of any business.
Patrick Watson · 12 Feb 2019
Avaya Zang CPaaS Review: Better CX
Today, around 79% of IT teams are investing in app developments for customers and partners.
Rebekah Carter · 11 Feb 2019
Oak Says a Quality Conversation is Worth Measuring
Oak says contact centres should measure conversation quality, using call recording and quality measurement to improve customer experience
Dominic Kent · 8 Feb 2019
Differentiating in a Crowded UC Market
With UC market revenue set to hit a value of $96 billion by 2023 , it's no surprise that countless companies want to get their hands on a piece of the…
Rob Scott · 8 Feb 2019
The Best UCaaS Providers for Small Business
Small business UCaaS buyers need the right fit fast. Published on UC Today, compare VoIPstudio, Vonage, RingCentral, Gamma and Daisy.
Dominic Kent · 7 Feb 2019
Out Loud: Balancing CX & Security with Comm100
Patrick was joined by special guest Jeff Epstein, VP of Product at Comm100 . Jeff tells Patrick that as technology has improved and more innovation has…
Patrick Watson · 6 Feb 2019
Mitel Summit CPaaS System: Powerful Comms
Why it matters: Mitel Summit CPaaS lets buyers add Voice API and SMS API to apps fast, with hosted carrier-class scalability. Published on UC Today.
Rebekah Carter · 5 Feb 2019
Brightlink CTO Discusses Cloud PBX & CPaaS
Why CPaaS and cloud PBX matter: Brightlink CTO Joe White says API-led integration cuts admin, speeds provisioning and boosts CX. Published on UC Today.
Rebekah Carter · 29 Jan 2019
Cloud Adoption & Avaya IX at Avaya Engage
Avaya Engage showed why cloud adoption matters: Avaya IX, OneCloud, CCaaS and UCaaS aim to simplify communication for partners and buyers. Published on UC Today
Rob Scott · 28 Jan 2019
The Past, Present & Future with Formation Tech
Formation Tech’s Avaya cloud and UCaaS push shows why mid-market buyers should watch service wrap, CCaaS and SD-WAN.
Rob Scott · 25 Jan 2019
Unified Communications - Trends & Predictions for 2019
Read Rob Scott's UC Trends and Predictions for 2019. Rob is UC Today's publisher and fanatical about unified communications, collaboration and CX technology. #UCOMS
Rob Scott · 23 Jan 2019
VoIP Reviews – Who’s HOT in 2019?
Why UC buyers are moving to cloud VoIP, UCaaS and CPaaS: compare vendors, AI, chatbots, video and compliance. Published on UC Today.
Rob Scott · 22 Jan 2019
Small Business Phone Systems - Choosing the Best UC Provider
There is no right or wrong in terms of brand, each vendor endeavours to have feature parity with the other. However, what is important is you choose the 'best fit' solution for your small business
Rob Scott · 22 Jan 2019
Avaya's Portfolio gets a Makeover - meet Avaya Intelligent Xperiences
Avaya IX unifies UC, CCaaS and AI across OneCloud, with private cloud, Slack app and IX Mobility. Published on UC Today.
Rob Scott · 21 Jan 2019
Is UCaaS Still All About Features and Functionality?
The market for UC as a service is growing at a phenomenal pace. As companies from every vertical recognise a demand for agile and versatile communication…
Rob Scott · 21 Jan 2019
IR Prognosis Review: Simple Service Management
IR Prognosis gives IT teams real-time service management, alerts and testing across UC, contact centres and HP OpenView.
Rebekah Carter · 21 Jan 2019
Cisco Live EMEA is Almost Here
Why Cisco Live EMEA matters: Barcelona buyers can explore Cisco roadmap, World of Solutions, collaboration, security, cloud, IoT and DevNet. Published on UC Tod
Rebekah Carter · 17 Jan 2019
MessageBird to Ruffle Twilio's Feathers?
MessageBird has gone from strength to strength securing customers like Domino’s Pizza, Telegram and Uber. Are they set to be the next Twilio contender as the CPaaS market continues to grow in 2019?
Dominic Kent · 17 Jan 2019
Looking Forward to Avaya Engage
Avaya Engage is one of the most compelling events of the year, hosted by leading communications company Avaya, and the IAUG (International Avaya User's…
Rebekah Carter · 16 Jan 2019
Liveoak Review: Online Coaching Software
Liveoak helps banks, insurance and wealth firms deliver compliant customer coaching with video, eSignature, CRM integration and secure collaboration. Published
Rebekah Carter · 16 Jan 2019
Is Mitel Summit a CPaaS Contender?
Mitel Summit could matter to UC buyers seeking CPaaS with APIs, cloud hosting and ShoreTel heritage, but UC Today finds limited visibility.
Dominic Kent · 16 Jan 2019
RingCentral Set to Acquire Connect First
RingCentral, a leading provider of enterprise cloud communications and collaboration solutions, has announced today that it has entered into a definitive agreement to acquire Connect First.
Ian Taylor · 14 Jan 2019
UC Events in February: What's on Your Schedule?
Get ready to plan your February with UC Today. Here are all the UC events you need to attend this month.
Rebekah Carter · 11 Jan 2019
TrueConf Releases Open Source App for Video Kiosks
TrueConf opens TrueConf Kiosk source code, giving companies and developers an open source video kiosk for customer service. Published on UC Today.
Rebekah Carter · 9 Jan 2019
What Does the Future Hold for CPaaS In 2019?
CPaaS is reshaping UC as Twilio, Vonage, MessageBird, Avaya and Cisco push programmable voice, video and messaging. Published on UC Today.
Dominic Kent · 9 Jan 2019
Twilio Discusses Possibilities for 2019
Twilio says 2019 will bring AI, machine learning and application platforms to the contact centre, while data privacy matters more.
Rebekah Carter · 7 Jan 2019
How to Maximise the Margin in Customer Experience
Tollring discuss how resellers can generate additional margin by helping their customers' drive to exceptional customer experience.
Ian Taylor · 3 Jan 2019
Ribbon Wraps Up 2018 with New Predictions
Ribbon predicts cloud, SDN, NFV, IoT and omnichannel will reshape telecoms, contact centres and customer experience in 2019.
Rebekah Carter · 20 Dec 2018
Exploring the Avaya Cloud with Formation
Why it matters: Formation’s Avaya Cloud Workshop showed how UCaaS, cloud migration and Avaya Breeze can drive CX and smart working. Published on UC Today.
Rob Scott · 19 Dec 2018
All the UC Events in January: Where Should YOU Be?
Everything you need to know about the best Unified Communications events available in January 2019. Get your tickets fast.
Rebekah Carter · 17 Dec 2018
Most Popular UC News Stories from 2018
2018 UC trends shifted collaboration and cloud communications. Published on UC Today, see why Cisco, Microsoft Teams, Webex Teams and Mitel matter.
Rob Scott · 14 Dec 2018
VoIPstudio Puts its Trust in Trustpilot
Online review sites such as Trustpilot are gaining in popularity in the industry and VoIPstudio discuss why it works for them.
Ian Taylor · 14 Dec 2018
UCaaS Trends 2019: Insights from Fuze, 8x8, and Dialpad
What are the trends driving UCaaS today? We sat down with industry leaders to discuss the present and future of Unified Communications as a Service.
Rob Scott · 14 Dec 2018
InGenius Talks Dynamics and AI
InGenius and Microsoft add CTI integration to Dynamics 365 Channel Integration Framework, boosting omnichannel AI and customer experience
Dominic Kent · 13 Dec 2018
Jabra Engage 50 Review: An Enhanced Corded Headset
Leading communication vendor, Jabra is launching a new digital cordless headset designed to support customer satisfaction, "Engage 50".
Rebekah Carter · 12 Dec 2018
Avaya Introduces Bold New Strategies for 2019
Avaya’s 2019 cloud push expands Avaya Edge, UCaaS, CCaaS, Private Cloud and AI tools for channel partners.
Rob Scott · 11 Dec 2018
Unified Communications Trends 2019
The new year is just around the corner, and we thought it was time to talk to some of the leaders in the UC space, about their predictions for the future of comms.
Rob Scott · 11 Dec 2018
Technology Trends Improving Customer Experience in 2019
We speak to Tollring and discuss how the latest technology trends will improve Customer Experience in 2019.
Ian Taylor · 10 Dec 2018
Building a Contact Centre Business Case with Foehn
When implementing an omnichannel contact centre, the customer is at the heart.
Dominic Kent · 10 Dec 2018
Service Management Trends 2019
As communication environments grow increasingly complex, service management software is on the rise. We spoke to market leaders about the future of SM software.
Rob Scott · 10 Dec 2018
Logitech Lead by Example
Logitech has ensured that they are empowering their sales and service teams by practicing what they preach.
Dominic Kent · 7 Dec 2018
RingCentral Research Points to Omnichannel Change
Global unified communications and contact centre leader, RingCentral recently conducted some research with the UK Contact Centre Forum, that showed how…
Dominic Kent · 7 Dec 2018
CPaaS Trends 2019: Communications Platform as a Service
Why it matters: CPaaS lets firms add video, messaging and workflow APIs to existing stacks, with MessageBird, Vonage and Brightlink on omichannel cloud.
Rob Scott · 7 Dec 2018
What Does 2019 Hold for Managed Service Providers?
2019 will reward MSPs that combine transparency, collaboration and cloud software to win customers. SaaS, IaaS and PaaS matter.
Guest Blogger · 6 Dec 2018
Foehn's 10 Reasons To Change Your Contact Centre
Why it matters: Foehn says cloud contact centre tools beat legacy systems with analytics, CRM integration, IVR, routing and automation. Published on UC Today.
Dominic Kent · 30 Nov 2018
Tollring - Exciting New Features at BroadSoft Connections
Tollring’s iCall Suite 3.7 adds workforce management, speech analytics and wallboards for BroadSoft, Cisco and mid-market buyers.
Rebekah Carter · 28 Nov 2018
Oak Innovation - Secure Your Comms This Christmas
Why it matters: secure Christmas calls, payment automation and PCI DSS compliance with Oak Innovation CRM integration, analytics and SupportX. Published on UC T
Dominic Kent · 27 Nov 2018
Avaya Announces Platform Agnostic Desktop Experience Devices
Providers need to evolve from offering only phones with voice calling features to smart devices.
Dominic Kent · 20 Nov 2018
AMC Technology - New Picasso User Interface Generally Available
User experience is constantly recognised as a key factor for pleasing your team & driving a better overall external customer experience.
Dominic Kent · 19 Nov 2018
Key Announcements from #ConnectCentral18
Today’s modern worker uses an average of four communications apps and 66 percent of them want a single communications platform. RingCentral are pioneering the business communication experience.
Dominic Kent · 16 Nov 2018
RingCentral's Plan for Dimelo Post Acquisition
Rather than focusing on best of breed functionality in one specific silo, Sahil said RingCentral aims to be the perfect storm in the communication and collaboration space.
Dominic Kent · 15 Nov 2018
#ConnectCentral18 - Day One at RingCentral Customer Conference
"RingCentral is about making real teams more productive, even on the football field".
Dominic Kent · 14 Nov 2018
Contact Centre Vendors
Contact Centre solutions and platforms are a set of programmes and services designed specifically to help improve the performance of your agents, increase their efficiency and ensure all callers are given the best level of service they can get on a consistent basis (CX = Customer Experience).
Rob Scott · 13 Nov 2018
Chatbot Vendors
Contact centers spend the lion’s share of work efforts on answering the same questions, over and over again. What if this entire process could be automated? What if, AI, ML & NLP could bring in an era of strategic effort allocation and improved service quality?
Rob Scott · 12 Nov 2018
Tetcom Transforms their Business with Audio Productions
Tetcom are one of the leading telecommunications providers in the UK and they have transformed their business with the help of Audio Productions.
Ian Taylor · 9 Nov 2018
Out Loud: UC Awards 2018 - Making Bespoke Audio Ubiquitous with Audio Productions
As part of our 2018 UC Awards we speak to award nominee Audio Productions about their last 12 months, and their plans for 2019.
Patrick Watson · 6 Nov 2018
Vonage Business Cloud Gets Social with New Messaging Capabilities
Vonage adds Facebook Messenger integration to its Business Inbox to help customers improve customer experience.
Ian Taylor · 30 Oct 2018