Customer Experience
thevoicefactory Presents Virtual Meeting Room: Any Device, Protocol & Platform
Hosted Unified Comms provider, thevoicefactory has developed its industry first Virtual Meeting Room – a cloud-based unified communications system bringing together all essential communication services on any device.
Ian Taylor · 11 Oct 2017
Avaya Brings Personalised Cloud to the Mid-Market with BT Wholesale
Avaya today announced the UK launch of ACS Select, the next generation of the Avaya Cloud Solutions delivery platform, which is hosted securely on the BT Wholesale network.
Rob Scott · 11 Oct 2017
Technology and What You Can Make With It
One thing you can be sure of about Avaya’s presence at GITEX Technology Week: we always stand out from the crowd.
Ian Taylor · 6 Oct 2017
Introducing Amazon's Two-Way Text Messaging for AWS
Amazon recently announced the development of their new "Pinpoint" tool for global two-way text messaging services.
Rebekah Carter · 6 Oct 2017
Plantronics Debuts MDA400 QD Series Audio Processors
Plantronics, an audio pioneer and communications technology leader, today announced the release of the advanced MDA400 QD Series audio processors.
Ian Taylor · 5 Oct 2017
Good Reasons to Engage in DX with Avaya
DX is a hot buzzword that’s been singeing tongues and burning ears throughout the UC Industry over the last year, but how much do you really know about Digital Transformation and do you think your business is ready to make its journey into the cloud?
Ian Taylor · 5 Oct 2017
Come and Explore GITEX and Avaya with UC Today
UC Today is thrilled to be covering GITEX this year, where we'll be giving you all the latest news on what's happening in the marketplace, including updates on Avaya.
Rebekah Carter · 5 Oct 2017
West Meets North: Following West After the Magnetic North Acquisition
Back in November 2015, West announced that they were officially purchasing "Magnetic North", a company in the UK known for creating and providing proprietary cloud-based contact centre environments.
Rob Scott · 4 Oct 2017
IP Expo: What Will Be the Top Communication Trends?
The IP Expo Europe event kicks off next week, and we’re expecting to see some exciting discussion about where enterprise IT is going next and how the latest innovations will help drive their businesses forward.
Ian Taylor · 28 Sept 2017
Stay Ahead of the Curve and Remain at the Forefront of Innovation
In the consumer-driven world of customer service, support and contact centres, it becomes increasingly important to stay ahead of the curve and remain at the forefront of innovation. Developing a sustainable competitive advantage can help to satisfy customer needs.
Ian Taylor · 27 Sept 2017
Twilio and the Age of Customer Engagement
I was lucky enough to attend the Twilio developer event "Signal" this year, to gain an insight into the future of the company, and speak with Patrick Malatack about the latest developments.
Rob Scott · 26 Sept 2017
Tollring iCS Online Review: Analytics to Take Customer Service Beyond the Contact Centre
According to Tollring, the UK-based cloud call analytics specialist, all we really mean by the traditional definition of a contact centre is a dedicated department responsible for handling inbound and outbound calls.
Ian Taylor · 26 Sept 2017
Polycom Solutions to Work with New Microsoft Teams Platform
Today, Polycom is announcing an extension of our partnership by working to bring these experiences to a broader audience, creating a high-performance communications hub by integrating with Microsoft Teams.
Ian Taylor · 26 Sept 2017
Mitel Completes Acquisition of ShoreTel
Mitel today announced the completion of its acquisition of ShoreTel. With this addition, Mitel has accelerated its move-to-the-cloud strategy, shifting into the #2 market share position for UCaaS.
Ian Taylor · 26 Sept 2017
8x8 Promotes Dejan Deklich to Executive Vice President and Chief Product Officer
8x8 has announced it has promoted Dejan Deklich to executive vice president and chief product officer, where he will now be responsible for overseeing the company's engineering, product management and DevOps efforts.
Ian Taylor · 26 Sept 2017
4net Technologies Takes Investment From YFM
YFM Equity Partners, the specialist private equity fund manager, has made an investment into 4net Technologies Ltd to support the continued growth of the business through new product and market development.
Ian Taylor · 22 Sept 2017
Foehn Redefines Cloud Phone Systems Management with Voxivo
Foehn, the award-winning provider of cloud communications technology, has launched Voxivo, a new cloud phone system.
Ian Taylor · 21 Sept 2017
8x8 & Aryaka Partner to Enhance Cloud Comms for Global Enterprises
8x8, the world’s first Communications Cloud provider, and Aryaka Networks, the leading global SD-WAN provider, today announced that they are entering a strategic partnership.
Ian Taylor · 20 Sept 2017
Twilio Studio - Enabling Companies to Accelerate Customer Engagement
Twilio, the leading cloud communications platform, today announced Twilio Studio, a visual interface that allows companies to accelerate the development of world-class customer engagement applications.
Ian Taylor · 19 Sept 2017
WestUC Hires Steve Day to Build UK Channel for Cloud Contact Centre Portfolio
West’s Unified Communications Services, a leading cloud contact centre technology provider, today announces it has appointed channel heavyweight, Steve Day, to spearhead the company’s new channel strategy in the UK.
Ian Taylor · 14 Sept 2017
8x8 Named a Leader in the Gartner MQ for UCaaS - Sixth Consecutive Year
8x8 has announced that it has been positioned by Gartner, Inc. as a Leader in the 2017 “Magic Quadrant for Unified Communications as a Service (UCaaS), Worldwide” for the sixth consecutive year.
Ian Taylor · 13 Sept 2017
Vidyo Joins NICE to Create Customer Interactions in Real Time
NICE inContact just announced that Vidyo would be joining the DEVone development program, delivering new real-time customer experience solutions to the CXexchange market.
Rebekah Carter · 11 Sept 2017
RingCentral Named 2017 Company of the Year by Frost & Sullivan
RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, announced today that Frost & Sullivan has named RingCentral 2017 Company of the Year in the Hosted IP Telephony and UCaaS North America report.
Ian Taylor · 7 Sept 2017
Blog Comp 2017: Tackling Transformation: Want to Kick UC-aaS? Step Up to UC&C
True digital transformation with UCC has IT departments stepping up to new technology by re-empowering other departments and making a strategic shift for their department & enterprise.
Ian Taylor · 31 Aug 2017
What's Next for UC? A Look at the Forecasts to 2023
As more businesses begin to recognise the benefits of a streamlined, and scalable approach to communication, the UC industry has responded to growing demands and market trends with innovation, technology, and inspirational new ways for companies to communicate.
Rebekah Carter · 30 Aug 2017
Introducing Cisco Jasper: What Is it and What Do You Need to Know?
Communications leader Cisco recently introduced a new solution for IoT connectivity management called "Cisco Jasper", but what exactly is this new service?
Rebekah Carter · 25 Aug 2017
The Benefits of Twilio: How Is It Transforming Business Communications?
How exactly is Twilio changing business communications for the better? We turned to the Bloomberg interview with Twilio's CEO, Jeff Lawson for answers.
Rebekah Carter · 25 Aug 2017
How Technology is Changing Business
Business Energy comparison specialist Love Energy Savings, spoke to some of the industry’s leading experts to get their thoughts on what’s next for businesses, and how they’ve embraced the tech takeover to change their operations for the better.
Ian Taylor · 24 Aug 2017
Highlight Announces Integration with Aerohive Networks
Highlight announces integration of WiFi analytics from Aerohive Networks. Customers of Aerohive’s WiFi services will be able to see details of WiFi usage, connections speeds and potential bottlenecks via Highlight’s GUI.
Ian Taylor · 24 Aug 2017
Analysing the Global IVR System Market with Technavio
According to the latest market research, the IVR market is set for some serious growth. Here, we'll take a look at the factors that could be pushing the sector forward.
Rebekah Carter · 23 Aug 2017
Blog Comp 2017: Rosie & Jim; Curse of the Web Chat
Don't implement web chat into your contact centre unless you're fully committed.
Ian Taylor · 17 Aug 2017
A Glance Into the Mitel June Quarter Results
Following their agreement to acquire ShoreTel, Mitel has released their financial results for the second quarter of the year, ending June 30th.
Rebekah Carter · 17 Aug 2017
Gamma launches new Cloud Services, in partnership with Amazon Web Services
Gamma is pleased to announce the launch of its new Cloud Compute service, enabling its channel partners to easily add high margin cloud infrastructure services, without the typical complexity or hassle involved.
Ian Taylor · 9 Aug 2017
Cultural Change Needed - Individuals Holding Back Local Gov Tech Adoption
A survey of staff working in local government reveals a significant appetite for new technology, but more than a fifth (22%) say certain individuals are holding back tech adoption to preserve the status quo.
Ian Taylor · 4 Aug 2017
Avaya Reassures CS1000 Customers After Mitel's Damaging Campaign
Avaya has recently jumped at the chance to reassure their customers that they won't be ending support for the CS1000 platform next year after Mitel claimed otherwise.
Rebekah Carter · 2 Aug 2017
Node4 Appoints IT Industry Veteran Bill Thomas as Chairman
Node4 announces the new appointment of Bill Thomas as Chairman. Mr Thomas brings an impressive track record to his new role as Chairman with Node4, where he will help develop Node4’s strategy, focusing on building synergies and aligning with customer experience.
Ian Taylor · 1 Aug 2017
Blog Comp 2017: The Fone & The Furious
Customer Telephony 'Journeys' disappoint and are stuck in the past. Businesses need to move 'fast' to adopt new cloud offerings, 'driving' customers to new personalised & shortened destinations.
Ian Taylor · 31 Jul 2017
Shhh! Apple Business Chat Unveiled
Apple recently unveiled "Business Chat", its solution for turning iMessage into a platform capable of competing with Facebook.
Rebekah Carter · 31 Jul 2017
No Calls Please, We're British!
Bank customers in the UK politely prefer not to speak to a human adviser by phone when approaching their bank for help, even in cases of fraud, according to research by Avaya, the global leader in delivering superior customer experiences.
Ian Taylor · 28 Jul 2017
Cloud Communications 2020: The Future of UCaaS
With cloud migration still by no means universal among UK businesses and UCaaS adoption rates growing year on year, the indications are that the pace of change will not be slowing up any time soon.
Ian Taylor · 28 Jul 2017
8x8 & Ingram Micro to Distribute Global Cloud Communications & Contact Centre
8x8, the world's first Communications Cloud provider, announced a new agreement with Ingram Micro Inc. to bring 8x8's integrated, enterprise-grade cloud communications, contact centre and team-collaboration solutions to channel partners.
Ian Taylor · 28 Jul 2017
Vonage for NetSuite Achieves "Built for NetSuite" Status
The leading cloud communications provider, Vonage recently revealed that their impressive Vonage for NetSuite App, which is powered through gUnify, achieved the status of "Built for NetSuite".
Rebekah Carter · 25 Jul 2017
Highlight Delivers Skype for Business Performance Transparency
Highlight has enhanced its Applications, Network and Unified Communications (UC) performance management service to deliver visibility and transparency of Skype for Business behaviour across an ICT estate.
Ian Taylor · 21 Jul 2017
A Natter on the Phone: One Company’s Quest to Improve Business Telephony Via the Cloud
For all the talk of multi-platform, multi-modal technologies in UC these days, there are still those who firmly believe the telephone remains top of the business telecoms tree.Once such company is Natterbox. We chat with them.
Ian Taylor · 19 Jul 2017
Sabio acquires DatapointEurope To Create £60m Technology Provider
Customer experience technology specialist Sabio has announced the multi-million pound acquisition of DatapointEurope, one of Europe’s leading Contact Centre technology service providers.
Ian Taylor · 18 Jul 2017
Gamma Selects Highlight To Enhance Customer Experience
Gamma has chosen Highlight to help deliver the highest level of customer experience. Gamma is offering Highlight’s monitoring services to its large to medium-sized enterprise customers so that they have clear, real-time visibility into the performance of their managed communications.
Ian Taylor · 18 Jul 2017
A Spark in the Cloud: Why Cisco is Putting Its Money on Service Agility
Historically one of the global leaders in the manufacture and supply of business communications and networking hardware, the Silicon Valley-based corporation has in the past decade also been at the forefront of the Cloud revolution which has swept through the industry.
Ian Taylor · 6 Jul 2017
Shoretel Introduces Global Numbers Service In Four Countries
ShoreTel Global Numbers allows multi-national organisations to create a local presence in the countries they serve by establishing unique Direct Inward Dial (DID) or International Toll-free Service (ITFS) numbers in each country.
Ian Taylor · 29 Jun 2017
Introducing UCi2i's eCommerce Website Launch
After some careful testing to ensure the best possible customer experience, UCi2i have proudly announced the launch of their new eCommerce solution.
Rob Scott · 29 Jun 2017
Avaya Advances Digital Transformation with New Cloud Solutions
Avaya unveiled Avaya Customer Engagement Cloud solutions, a comprehensive set of advanced capabilities and services to help businesses keep customers engaged, happy and coming back.
Ian Taylor · 29 Jun 2017
The Growing Power of Artificial Intelligence in Workplace Collaboration
Artificial Intelligence in the digital workplace ais making the average company smarter than ever before, with conversational solutions and unique answers to problems.
Rebekah Carter · 28 Jun 2017
Digital Transformation Starts from Within
There's a great deal of talk about the concept of Digital Transformation lately, but experts have yet to agree on what it actually means. Addressing the heart of digital transformation
Rebekah Carter · 27 Jun 2017
ThousandEyes Extends Network Visibility for Enterprises Adopting UCaaS
ThousandEyes just announced the general availability of Voice Call Tests and Session Initiation Protocol (SIP) Server Tests providing complete network visibility into VoIP and UCaaS performance.
Ian Taylor · 22 Jun 2017
Yamaha Introduces New Dedicated UC Department
Yamaha recently took a step into the market of Unified Communications with a dedicated department. Using the expertise provided by Revolabs (a Yamaha subsidiary), Yamaha will be able to focus on solutions to enhance communications.
Rebekah Carter · 20 Jun 2017
Dubai Delight as Nimans Turns Up the Heat on Customer Engagement
Staff from Nimans have been enjoying a five star luxury trip to Dubai as reward for their dedication to making a difference. The 12-strong party recently jetted off to the Ja Palm Tree Court complex for an all-inclusive well-earned break
Ian Taylor · 19 Jun 2017
Maintel Extends Strategic Partnership with Highlight
Maintel embeds Highlight into all the services it builds and delivers to customers, to provide clear and simple visibility into how, where and by whom critical business services and applications are being consumed.
Ian Taylor · 15 Jun 2017
UC EXPO 2017: Insight into the Future of UC with Dean Bubley
At UC EXPO 2017 we had the exclusive chance to sit down with UC analyst Dean Bubley of Disruptive Analysis and talk about where communications are headed in the future.
Rob Scott · 7 Jun 2017
These Statistics Could Change your Thoughts on Digital Transformation
Introducing the three latest Customer Experience statistics that could change your opinion on the world of digital transformation.
Rebekah Carter · 6 Jun 2017
Avaya Names Stephen Cunningham UK Sales Boss
Stephen Cunningaham brings more than 20 years of experience in the Unified Communication and Customer Experience industry to Avaya, where he has been instrumental to helping clients digitally transform their business.
Ian Taylor · 5 Jun 2017
UC EXPO 2017: What's next for Avaya?
At UC EXPO 2017, we sat down with Avaya’s UK Managing Director, Ioan MacRae to get the latest update on Avaya's portfolio and what to expect to see happening this year.
Rob Scott · 1 Jun 2017