Customer Experience
How to Fix the Hidden UC&C Issues Damaging Employee and Customer Experience
Modern businesses heavily rely on Unified Communications and Collaboration (UC&C) to connect employees and customers, making the proper functioning and…
Linoy Doron · 15 Jan 2025
Profit vs Productivity - Maximise your UCaaS & CCaaS ROI
Measuring integrated UCaaS and CCaaS ROI (Return on Investment) can be complicated.
Rebekah Carter · 14 Jan 2025
The Future of Integrated Unified Communications and Customer Experience - UC Round Table
Why integrated UC and CX matters: Vodafone Business, Cisco and Zoom outline AI, APIs and omni-channel tools reshaping customer service. Published on UC Today.
Kieran Devlin · 14 Jan 2025
Gartner Collaborative Work Management Magic Quadrant 2024
Gartner’s 2024 CWM Magic Quadrant shows what changed and why buyers should care: Airtable, Asana, monday.com, Smartsheet and Wrike lead. Published on UC Today.
David Dungay · 13 Jan 2025
Big UC News From Microsoft, CallTower and Gamma Communications
Microsoft plans $80bn AI data centres, CallTower buys Inoria, and Gamma integrates Coolwave voice termination. Published on UC Today.
Kieran Devlin · 10 Jan 2025
8x8 Appoints New Chief Transformation Officer To Oversee Next Growth Stage
Joel Neeb has been named 8x8 's new Chief Transformation and Business Operations Officer to oversee the next stage of the company's CX revolution and…
Kieran Devlin · 10 Jan 2025
UCaaS CCaaS Productivity: Upgrading Performance with Integration
UCaaS and CCaaS integration cuts app overload, boosts productivity and helps IT teams using RingCentral, Microsoft Teams and Copilot.
Rebekah Carter · 8 Jan 2025
Footprint and Capabilities Expansion on Agenda in CallTower's Inoria Acquisition
CallTower’s Inoria acquisition expands CCaaS, CX and CAI capabilities, adding Genesys Cloud, Parloa and Kore.ai.
Kristian McCann · 8 Jan 2025
Transforming Customer Engagement: The AWS and WhatsApp Partnership
With almost three billion active users in 180 countries worldwide, WhatsApp has solidified its position as the world’s most popular messaging app.
Rebekah Carter · 6 Jan 2025
Zoom in 2025 - Rewriting the Hybrid Playbook?
Zoom’s 2025 shift into CX, CCaaS and AI Companion could reshape hybrid work for buyers. Published on UC Today, with Microsoft interop and partners.
David Dungay · 2 Jan 2025
Big UC News From Microsoft, Google and BT Group
Microsoft Skype moves to subscription, Teams faces vishing attacks, Google Cloud launches Agentspace, and BT Group uses Sprinklr AI.
Kieran Devlin · 20 Dec 2024
Four Major UC Predictions For 2025: Agentic AI, The RTO Push, And More
Why 2025 matters: agentic AI, Microsoft Teams Copilot Agents, the Amazon RTO push, and UC, CC and CRM integration reshape workplace tech. Published on UC Today.
Kieran Devlin · 17 Dec 2024
Tollring's Analytics 365 Lands On PingCo To Elevate Microsoft Teams Voice
Tollring’s Analytics 365 lands on PingCo TCAP for Microsoft Teams voice analytics, CX insights and self-provisioning.
Kieran Devlin · 17 Dec 2024
BT Group Leverages Sprinklr AI To Transform Its Customer Experience
BT Group uses Sprinklr AI and Gen AI to improve EE and BT customer support, with Aimee handling 60,000 chats weekly. Published on UC Today.
Kieran Devlin · 16 Dec 2024
Big UC News From Alianza, Metaswitch, Microsoft and Five9
Alianza Acquires Metaswitch From Microsoft To Boost Comms Portfolio Alianza is acquiring Metaswitch from Microsoft .
Kieran Devlin · 13 Dec 2024
Lyte Fiber Selects GOCare and Dialpad to Boost EX and CX
Lyte Fiber is combining GOCare’s and Dialpad’s unified communications and contact centre technologies to improve employee experiences (EX) and customer…
James Stephen · 13 Dec 2024
Tata Communications Unveils Kaleyra AI For Enhanced Customer Comms
Why it matters: Tata Communications’ Kaleyra AI brings Gen AI, WhatsApp templates, conversational reporting and no-code builders to customer comms. Published on
Kieran Devlin · 12 Dec 2024
Five9 Boosts Agent Comms With Bidirectional Presence For Microsoft Teams
Five9 has announced its "industry-first" Microsoft Teams UC integration with a bidirectional presence to enhance agent-expert communications.
Kieran Devlin · 11 Dec 2024
Alianza Acquires Metaswitch From Microsoft To Boost Comms Portfolio
Why it matters: Alianza’s Metaswitch acquisition from Microsoft expands cloud comms for 1,000+ CSPs, adding voice software, IP and AI. Published on UC Today.
Kieran Devlin · 10 Dec 2024
2025 UC Predictions - UC Round Table
2025 UC predictions show AI, security, CRM and HR integration, and cloud migrations from NUWAVE, GoTo and Zoom mattering most.
Kieran Devlin · 10 Dec 2024
Big UC News From Microsoft, AWS, Anywhere365, and Tendfor
Microsoft’s FTC antitrust dispute, AWS GenAI upgrades to Amazon Connect, and Anywhere365’s Tendfor acquisition show why UC and CX buyers should care. Published
Kieran Devlin · 6 Dec 2024
Microsoft Ushers in the Agentic Era - 'We’re Leaving Behind the World of Apps
Explore how Microsoft is reshaping the future of work at Cavell Enable 2024. From Microsoft's bold 'agentic world' vision to Copilot innovations, discover key insights for service providers.
Rob Scott · 5 Dec 2024
Microsoft, Cisco, Zoom: The Big Three Power Up at Cavell Enable 2024
Discover insights from Cavell Enable 2024 as Microsoft, Cisco, and Zoom drive the evolution of BYOC, AI, CX, and multi-UC strategies for service providers in the cloud communications space.
Rob Scott · 5 Dec 2024
AWS Boosts Amazon Connect Contact Center Productivity With GenAI Upgrades
AWS adds GenAI upgrades to Amazon Connect at re:Invent 2024, with Lex, Salesforce and WhatsApp for Business to lift contact centre productivity. Published on UC
Kieran Devlin · 4 Dec 2024
Anywhere365 Acquires Tendfor To Bolster CX Portfolio
Anywhere365 is expanding its portfolio of CX capabilities through its acquisition of Tendfor.
Kieran Devlin · 3 Dec 2024
Comparing Customer Engagement Tools for Microsoft Teams
Compare Microsoft Teams customer engagement tools, Microsoft Dynamics, Queues, Copilot and contact centre apps to improve CX.
Rebekah Carter · 29 Nov 2024
Tollring Full Analytics 365 Suite Achieves Microsoft Azure Co-Sell Eligibility
Tollring’s Analytics 365 for Microsoft Teams is now Azure Co-Sell Eligible, helping buyers on Azure Marketplace and AppSource.
Kieran Devlin · 29 Nov 2024
Learning from Early Adopters: Elevating Self-Service with AI to Transform Customer Experiences
Why it matters: Amazon Connect brings conversational and generative AI to IVR, helping AWS customers cut transfers, improve self-service and CX. Published on UC
Susie Harrison · 27 Nov 2024
7 Reasons to Invest in Customer Engagement Solutions for Microsoft Teams
Why it matters: Microsoft Teams now supports customer engagement, CCaaS, Dynamics, Copilot and Queues, helping buyers streamline service.
Rebekah Carter · 22 Nov 2024
Financial Services and UC&C: Overcoming Hurdles with Performance Management
Financial services need UC&C performance management to cut downtime, trace issues across Teams, Zoom and Webex, and protect CX. Published on UC Today.
Linoy Doron · 21 Nov 2024
ServiceTitan Partners With 2600Hz, Ooma, On Robust UCaaS/CCaaS Solution
ServiceTitan’s Contact Center Pro shows why buyers should care about AI-led UCaaS/CCaaS: 2600Hz, Ooma, open APIs and white-label scale.
Kieran Devlin · 20 Nov 2024
CPaaS: Why Affordability and Support are Potent Market Differentiators
Why affordability and support matter in CPaaS: Voxology cuts prices 30% while boosting customer service, onboarding and platform reliability. Published on UC To
Simon Wright · 19 Nov 2024
How User-Centric UC Apps Are Shaping the Future of Digital Transformation
User-centric UC apps matter because consistent experiences lift employee engagement and digital transformation. Published on UC Today, with Enreach and AI.
Rebekah Carter · 12 Nov 2024
6 Microsoft Teams Customer Engagement Trends to Watch
Microsoft Teams is evolving into an informal contact centre with Copilot, Dynamics 365, Queues and omnichannel customer engagement.
Rebekah Carter · 11 Nov 2024
Phonism By Inlayer, Cisco Webex Partner To Enhance Device Management
Phonism by Inlayer and Cisco Webex have partnered to deliver smooth device management for businesses.
Kieran Devlin · 7 Nov 2024
Customer Engagement With Microsoft Teams - UC Round Table
This Round Table shows why Microsoft Teams, Teams Phone, Operator Connect, Copilot and contact centre integrations now matter for CX.
Kieran Devlin · 6 Nov 2024
Top Takeaways from WebexOne 2024
Cisco welcomed over two thousand attendees to the fifth annual WebexOne in Florida last week, with over 15,000 virtual attendees.
Tom Wright · 5 Nov 2024
Kakapo Systems’ Unity for Teams Review
In today’s digital workplace, companies are becoming increasingly reliant on unified platform for communication, collaboration, and productivity.
Rebekah Carter · 29 Oct 2024
Professional Services Companies Gain Real-time Call Visibility with Akixi
For professional services organizations, the customer experience stakes are extremely high.
George Malim · 29 Oct 2024
Zoom AI Companion 2.0 Now Generally Available To Boost Collaboration
Zoom has announced that the enhanced version of its AI-powered productivity and assistant, AI Companion 2.0, is now generally available.
Kieran Devlin · 23 Oct 2024
Innovation and Functionality Trump Price as UC Differentiators – UC Today Report
Innovation and product functionality now beat price in UC buying decisions. Published on UC Today, the State of UC 2024 report covers portfolios, service, CX an
Tom Wright · 23 Oct 2024
UCaaS/CCaaS: How a Truly Single Solution Delivers the Ultimate in Seamless Efficiency
See why a native UCaaS and CCaaS platform from Lynes, with AI conversational intelligence, cuts integration and training.
Simon Wright · 23 Oct 2024
Biggest Contact Center Challenges for SMBs (and how to solve them)
SMBs need contact centres that cut cost, reduce abandoned calls and support omnichannel service. Published on UC Today, with Microsoft Teams and Unity.
Rebekah Carter · 22 Oct 2024
Big UC News from Mitel, ASC Technologies, RingCentral, Dialpad and Microsoft
Mitel, ASC Technologies, RingCentral, Dialpad and Microsoft updates matter as AI analytics, PAN-India UCaaS, WFM and Teams Calendar shift
Kieran Devlin · 18 Oct 2024
How to Compare Generative AI Tools This Year
Learn how to compare generative AI tools by use case, customisation, scalability, UX and security, including Microsoft Copilot and Google
Rebekah Carter · 18 Oct 2024
UC Round Table: Generative AI
Gen AI is reshaping UC and collaboration. Dialpad, GoTo, Cisco, Vonage, Black Box and 8x8 on AI assistants, translation and contact centr
Kieran Devlin · 15 Oct 2024
RingCentral To Deliver Global, Compliant UCaaS In India With New PAN License
RingCentral has announced it has been awarded the PAN-India licence, allowing it to deliver global, compliant UCaaS and CCaaS for multinational…
Kieran Devlin · 14 Oct 2024
Mitel, ASC Technologies To Boost Business Analytics With MIR Insights AI
Mitel has partnered with ASC Technologies to produce a business analytics platform, MIR Insights AI.
Kieran Devlin · 14 Oct 2024
Cisco Reveals A-List Speaker Line-Up for WebexOne
Cisco’s WebexOne puts AI collaboration and customer experience in focus. Published on UC Today, the event features Webex, generative AI and Cisco leaders.
Tom Wright · 9 Oct 2024
Enreach Introduces DialoX Marketplace for Conversational AI
Enreach’s DialoX marketplace cuts AI cost and complexity for SMBs, giving channel partners low-code conversational AI apps. Published on UC Today.
James Stephen · 7 Oct 2024
Nextiva Launches Workforce Scheduling To Boost Workplace Management
Nextiva Workforce Scheduling adds forecasting, scheduling and compliance tools to its UCXM platform for better CX and ROI.
Kieran Devlin · 7 Oct 2024
The Benefits of Generative AI: 7 Reasons to Invest This Year
Why generative AI matters now: ChatGPT, Microsoft Copilot and Midjourney can cut costs, boost CX, productivity, security and innovation. Published on UC Today.
Rebekah Carter · 4 Oct 2024
Zoom Phone Launches in India
Zoom has launched its cloud PBX service ‘Zoom Phone’ in India, which now offers global native coverage in 50 countries.
James Stephen · 4 Oct 2024
The Sony XR Headset: A True Vision Pro Competitor?
A Sony XR headset is coming – and it’ll be unlike anything you’ve seen from the tech company before.
Rebekah Carter · 4 Oct 2024
Avaya Names Alison Hastings Its New Lead Of European Channel
Avaya has appointed Alison Hastings as its new European Channel Lead . Hastings will be responsible for maintaining and growing Avaya’s channel partner…
Kieran Devlin · 27 Sept 2024
Is WhatsApp Quietly The Most Popular Enterprise Comms Platform?
Vodafone released a study a few weeks ago examining the technology habits and investments of small and medium enterprises (SMEs).
Kieran Devlin · 19 Sept 2024
Vodafone Boosts Productivity With 68K New Microsoft Copilot Licenses
Vodafone is adding 68,000 Microsoft 365 Copilot licences after a trial cut time by three hours a week. Published on UC Today, it spans Azure and TOBi.
Kieran Devlin · 17 Sept 2024
Zayo, RingCentral Partner On Advanced Enterprise Comms Service
Zayo and RingCentral launch Zayo UC+ with RingEX and RingCX, adding secure AI cloud comms, UCaaS and contact centre.
Kieran Devlin · 10 Sept 2024
Navigating the Future of Cisco Collaboration: A Conversation with Anurag Dhingra
Cisco’s new collaboration chief Anurag Dhingra outlines AI, Webex Suite, CPaaS and Microsoft partnership priorities.
Dave Michels · 9 Sept 2024
It's Time for UC Providers to Build their CX Practices
Why UC providers should build CX practices now: 8x8, Metrigy and ICMI show contact centre and UCaaS buyers want broader customer experience value. Published on
Susie Harrison · 5 Sept 2024