Customer Experience
UC Management Oversights Costing Millions say Virsae
Virsae’s analysis of calls detected millions of vector events relating to a range of glitches that left callers waiting for excessive amounts of time, hanging in silence, or routed them to the wrong destination.
Ian Taylor · 30 May 2018
EXCLUSIVE: Cooking Up a CCaaS Strategy with West Corporation
UC Today landed an exclusive interview with West Corp about the future of contact centres and CCaaS.
Rob Scott · 24 May 2018
Pragma, Partnerships, and The Road to Disruption
We speak to the Managing Director, and Sales and Marketing Director for Pragma about how the business has grown in recent years.
Rob Scott · 23 May 2018
8x8 Acquires MarianaIQ to Strengthen AI Capabilities for Enterprise
8x8 today announced the acquisition of MarianaIQ (MIQ), a high-growth Silicon Valley startup, as part of the strategic investments it has been making in AI and Machine Learning.
Ian Taylor · 15 May 2018
ForgeServe Review: Under the Hood of IP Endpoint Management & Support
As the technology world grows more complex, Swoop Datacom have simplified the process of IP endpoint provisioning with ForgeServe.
Rob Scott · 14 May 2018Experience Avaya Event in Manchester
UC Today bring you coverage of the Experience Avaya event which took place in Manchester last week.
Ian Taylor · 14 May 2018
Enterprise UC&C: The Case for Workplace Transformation
Today's enterprises are moving through a state of digital transformation. Preparing for the future means embracing solutions like UC&C.
Rebekah Carter · 11 May 2018
Voice Communication Disruptor Natterbox Appoints New Chairman
Natterbox, a leading provider of global voice services, today announces that it has appointed Mark Quartermaine as its new Chairman.
Ian Taylor · 9 May 2018
Ready, Set, Collaborate: Why is Collaboration the Latest Buzzword in Tech?
We're living in a world that's driven by technologies like Artificial Intelligence, machine learning, and IoT. In fact, some experts say that we're in the midst of the Fourth Industrial Revolution.
Rob Scott · 8 May 2018
Videxio Services see a Significant Upgrade
Videxio, a cloud video, and collaboration specialist, recently announced their plugin-free solution to bring meetings to the browser.
Rebekah Carter · 3 May 2018
Enterprise Unified Communications & Collaboration – May 2018 Technology Track
If you need to know about the technology, who’s in the market and what the benefits are for your Enterprise, you need the latest Technology Track for May.
Ian Taylor · 3 May 2018CPaaS and the Battle for the Consumer of Tomorrow
Rob Malcolm, VP at CLX Communications, is a guest on today's podcast to give his insight on the current state of customer service and the platforms business can use to improve this.
Patrick Watson · 30 Apr 2018
Building a Mid-Market Business Case for UC&C
Unified Communications and Collaboration can turbo-charge your mid-market business performance, but how do you build a strategy for success?
Rebekah Carter · 27 Apr 2018
Polycom vs Yealink: Perplexed by Collaboration Solutions?
In a world where collaboration and communication are critical to success, how do you choose the right tech between Polycom and Yealink?
Rebekah Carter · 26 Apr 2018
Discover Mid-Market Mobility: The Benefits of a Mobile Workforce
A report from the Economist Intelligence Unit discovered that 60% of employees feel that working with mobile technology helps to improve their business productivity.
Rebekah Carter · 25 Apr 2018
UC&C: The Past, Present, and Future
With the market for UC&C predicted to triple in value to $96 billion over the next five years, we thought we’d review the UC market.
Rob Scott · 24 Apr 2018
Digital Transformation and Unified Communications: Linking DX and UC
Why are Unified Communications so Important to Digital Transformation in the Mid-Market Space?
Rebekah Carter · 23 Apr 2018
WhatsApp and Facebook Put the Customer in Customer Experience
As standard, we expect voice, email and web chat as a service when purchasing Contact Centre software. But that is no longer enough. Realistically, was it ever enough?
Dominic Kent · 20 Apr 2018CTI 101: Key Benefits of Computer Telephony Integration
In a digital age where success is driven by customer experience, CTI can really be the difference that sets one business apart from its competitors – but how?
Ian Taylor · 17 Apr 2018
Avaya vs. Mitel: Clash of the UC Leaders
As the communications marketplace grows increasingly competitive, how do you decide between Avaya or Mitel?
Rebekah Carter · 17 Apr 2018
What Does the Plantronics / Polycom Deal Mean to the Marketplace?
The industry has been left abuzz after Plantronics announced their decision to buy Polycom this year. What will the acquisition lead to?
Rebekah Carter · 16 Apr 2018
NICE Launches the Industry's Biggest Customer Experience Event
The annual NICE customer conference will feature dozens of speakers including Jay Leno, Fortune 500 representatives and more.
Rebekah Carter · 12 Apr 2018
BlueJeans Sales Grow as Business Meetings Evolve
Increased demand for improved meeting room experiences and a new executive team have helped to accelerate growth momentum for BlueJeans.
Rebekah Carter · 12 Apr 2018
Martello Vantage: Blending SD-WAN Tech with UC Performance Tools
The new Martello "Vantage" Portfolio offers modular solutions for optimising Unified Communications Tools
Rebekah Carter · 10 Apr 2018
Mid-Market Unified Communications & Collaboration – April 2018 Technology Track
If you need to know about the technology, who’s in the market and what the benefits are for your mid-market business, you need the latest April Technology Track.
Ian Taylor · 6 Apr 2018Gartner Accolades Galore for NICE
We spoke to Director of Product Marketing at NICE, Richard Correia, about the latest news from Gartner.
Ian Taylor · 3 Apr 2018
Avaya Confirms Sabio CX Leadership with First Full Oceana Accreditation
Avaya has recently recognised customer experience (CX) solutions expert Sabio as its first EMEA and APAC partner to achieve full Avaya Oceana Accreditation.
Ian Taylor · 3 Apr 2018
AdEPT and Virsae: How VSM Helps Improve Managed Services
As service management in the UC space becomes more complex, solutions like Virsae Service Management (VSM) could be the answer for exceptional customer experience.
Rob Scott · 28 Mar 2018
Polycom Hones in on Customer Experience in EMEA & APAC with Andrew Hug
Polycom has promoted Andrew Hug to the role of area sales vice president, systems engineers, EMEA and APAC. He will report directly to Marco Landi, senior vice president, Asia Pacific, Africa and Europe.
Ian Taylor · 23 Mar 2018
Customer Experience Marketplace Developed by Genesys
Leader in the world of omnichannel customer experience and contact centre solutions Genesys recently revealed their AppFoundry marketplace.
Rebekah Carter · 23 Mar 2018
IP Netix Boosts Value with the Help of VSM
As the UC world becomes increasingly complex and demanding, companies like IP Netix begin to explore solutions like Virsae Service Management (VSM).
Rob Scott · 19 Mar 2018
BroadSoft Discovers that Cloud UC is Key to Digital Transformation
BroadSoft's latest research has found that cloud unified communications offers users the agility, innovation and low costs they need for digital transformation.
Rebekah Carter · 19 Mar 2018
Dialpad Call Center Launched to Support Small Business CX
Dialpad recently announced the launch of their new Call Centre platform to help smaller companies offer a top-of-the-range customer experience.
Rebekah Carter · 16 Mar 2018
Spectralink Drives Mobile Productivity with Versity Enterprise Smartphones
Spectralink has recently announced the introduction of the Versity enterprise smartphone a purpose-built solution designed to meet the rigours and requirements of today’s enterprise environments.
Ian Taylor · 15 Mar 2018
Ribbon Communications Update: Cloud Communications Summit London 2018
Ribbon Communications took the stage at the Cloud Communications Summit in London, to talk about delivering innovation to customers.
Rob Scott · 15 Mar 2018Panasonic Launch Next-Gen IP-based Comms Server at Enterprise Connect 2018
As part of our coverage from Enterprise Connect 2018 this week, we spoke to Panasonic to get updates on their latest product announcement from the event.
Ian Taylor · 15 Mar 2018
Zang and Avaya Introduce 7 New Workflow Updates
Avaya is rolling out 7 new updates to Zang Workflow to improve business productivity and performance.
Rebekah Carter · 14 Mar 2018
Exploring the Vonage Small Business Platform with Roger Vigilance
Vonage is a leader in cloud communications, now looking to deliver simpler, more affordable solutions for small business connectivity.
Rob Scott · 14 Mar 2018
Discussing the New Wave of Cloud at the Cloud Communications Summit 2018
Last week was the Cloud Communications Summit in London. The Cavell Group launched the event by talking about the new waves of cloud.
Rob Scott · 14 Mar 2018
Maintel Votes for Virsae VSM: A Success Story for Service Management
We spoke to the Product Market Manager for leading managed service provider, Maintel, to find out more about the benefits of Virsae’s VSM.
Rob Scott · 12 Mar 2018
Alcatel-Lucent Enterprise: OXO Connect Review
We had an opportunity to try out Alcatel-Lucent Enterprise's hybrid solution for SMBs, the "OXO Connect" platform. Here's what we thought about it.
Rebekah Carter · 12 Mar 2018
8x8 Launches X Series Platform to Transform Enterprise Communications
8x8 has today announced the launch of X Series, a new platform that combines robust call, collaboration, conferencing and contact centre solutions.
Ian Taylor · 12 Mar 2018
RingCentral Launches Integrated Collaborative Contact Centre
RingCentral has this week announced its Collaborative Contact Centre solution, which transforms the way organisations manage customer engagement.
Ian Taylor · 8 Mar 2018
BT Wholesale Chooses Semafone for Secure Payments Solution
Semafone has been selected to provide its secure payment technology to BT Wholesale’s extensive reseller network.
Ian Taylor · 8 Mar 2018
Avaya and Differentiating in the Future of Communications
We speak to Jean Turgeon about where Avaya is headed in the future, and how they plan to differentiate in the cloud market.
Rob Scott · 5 Mar 2018
Twilio Enables Multi-Channel Messaging for Developers
Twilio is helping companies to achieve next-level omnichannel messaging, with developer support for SMS, MMS, RCS, and more.
Rebekah Carter · 2 Mar 2018
Selecting the Best Unified Communications Platform for Your Small Business
Unified Communications strategies can offer benefits for businesses of all shapes and sizes, but how do you choose the right platform for your SMB?
Rebekah Carter · 2 Mar 2018
CSPs Improve Call Processing with Latest Release of Oracle SBC
Delivering new innovations in one of the world’s most widely deployed SBC offering, Oracle has this week announced the next generation of Oracle Communications Session Border Controller (SBC).
Ian Taylor · 2 Mar 2018
Beyond Break-Fix: 4net Finds Value in VSM
As the provider of Virsae Service Management (VSM), Virsae is undoubtedly transforming the way resellers can deliver managed services – but what does customer 4net think?
Rob Scott · 1 Mar 2018
Go Instore Selected as a World Retail Award Finalist at the World Retail Congress
Go Instore, a creator of immersive live video technology that brings real world instore experiences to online retail customers, has been named as a finalist for the World Retail Awards.
Ian Taylor · 26 Feb 2018
Sabio Wins Avaya’s 2017 Contact Centre Partner of the Year Award
Leading Customer Experience (CX) and Contact Centre specialist Sabio has announced that it won two out of the nine major channel partner awards presented at the Avaya Edge World Tour even
Ian Taylor · 21 Feb 2018
Announcing the Finalists for the Best of Enterprise Connect
Every year, Enterprise Connect recognises the companies making the most significant impact in UC&C. Here are this year's finalists.
Rebekah Carter · 16 Feb 2018
Alcatel-Lucent Enterprise Recognises Business Partners at Connex18
Alcatel-Lucent Enterprise announced the winners of their EUNO Connex18 Business Partner Awards, highlighting exceptional performance and innovation
Rebekah Carter · 16 Feb 2018'Out Loud' The Future of Online Retail? With André Hordagoda of GoInStore
UC Today 'Out Loud' spoke to André Hordagoda, co-founder of GoInStore about the future possibilities for the online customer experience.
Patrick Watson · 14 Feb 2018
MSXI Boosts CX & Connects Global Workforce with RingCentral
RingCentral has announced that MSX International (MSXI) has selected RingCentral to provide a superior customer experience (CX) and connect its 6,000 global employees.
Ian Taylor · 12 Feb 2018'Out Loud' Collaboration Trends with VP and Analyst at Nemertes Research, Irwin Lazar
UC Today 'Out Loud' are joined by analyst Irwin Lazar to discuss the emerging trends within collaboration technology.
Patrick Watson · 9 Feb 2018Vectra S.A. Transforms Customer Experience with Avaya
Avaya announces Vectra has implemented Avaya's customer engagement solutions for nearly one million subscribers.
Ian Taylor · 8 Feb 2018SDN SERIES: The Future of SDN: Where Does It Go From Here?
We catch up with Virtual1 CEO, Tom O’Hagan, to discuss what the future holds in store for SDN.
Ian Taylor · 8 Feb 2018Dialpad Enhances Capabilities with Zendesk Integration
Dialpad announces that its Dialpad Pro solution is now fully integrated with Zendesk.
Ian Taylor · 8 Feb 2018Lifesize Reveal New Innovations at ISE 2018
UC Today spoke to Lifesize about their new innovations for collaboration at their booth at ISE 2018 in Amsterdam.
Ian Taylor · 7 Feb 2018