Customer Experience
What Will Cisco's Collaboration Strategy Look Like Under Anurag Dhingra?
It's been a summer of change for Cisco — especially in its Collaboration arm. Following Javed Khan 's departure as Cisco‘s SVP and GM of Collaboration…
Kieran Devlin · 29 Aug 2024
The Future of Unified Communications: Predictions and Innovations
Future UC hinges on AI, NLP, cloud and 5G as Conversant Technology’s Patrick Copping outlines smarter collaboration.
Susie Harrison · 29 Aug 2024
How SMBs Should Navigate the UCaaS-CCaaS Convergence
The transition to the cloud is happening at an accelerated rate. A need for scalability, cost efficiency, and agility in a complex market has pushed…
Rebekah Carter · 28 Aug 2024
CallTower, Phonism Unveil Advanced Device Management Solution
CallTower and Phonism add multi-vendor device management for Webex Calling, speeding migration, security and UCaaS onboarding.
Kieran Devlin · 27 Aug 2024
AI Tech Revolution: Advancing with AI Tools for Communication and Productivity
AI in Microsoft Teams, Webex Assistant and CallTower could boost productivity, collaboration and decision-making. Published on UC Today.
Rebekah Carter · 27 Aug 2024
Avaya To 'Drive Business Growth' In EMEA With New Region VP
Avaya has appointed Cameron Thomson as its new Global Vice President for Europe, the Middle East, and Africa (EMEA) to "drive business growth" in the…
Kieran Devlin · 22 Aug 2024
AI in UC: Taking Collaboration and Productivity to New Heights
Over the past year, AI has been quick to sneak into various aspects of Unified Communications solutions.
Linoy Doron · 21 Aug 2024
GoTo Boosts Connect With A New Webinar Experience And CX Upgrades
GoTo has enhanced its Connect platform with over 40 new features, including a new Webinar experience and several new compelling CX capabilities.
Kieran Devlin · 20 Aug 2024
Summit Fleet Shifts Gears With 8x8's All-in-One Communication Solution
Why it matters: Summit Fleet moved to 8x8 cloud contact centre and UC, including 8x8 Voice for Microsoft Teams, to support hybrid work and reporting. Published
Kieran Devlin · 19 Aug 2024
Akixi, TekVizion Empower Service Providers With Premium Automated Testing
Akixi and TekVizion add automated testing for Microsoft Teams Voice and CX analytics, giving service providers stronger data integrity. Published on UC Today.
Kieran Devlin · 12 Aug 2024
ASOS Enhances Worker Productivity With Microsoft AI Partnership
ASOS has signed a three-year AI collaboration agreement with Microsoft to enhance worker productivity and efficiency.
Kieran Devlin · 12 Aug 2024
What Should Partners Look for in a Compliance Call Recording Platform?
We’re living in an era where privacy and compliance are non-negotiable. Every company needs a comprehensive approach to collecting and managing data…
Rebekah Carter · 12 Aug 2024
Intermedia Boosts Business Comms With Unite For Microsoft Teams Advanced
Intermedia is enhancing enterprise communications and collaboration with the launch of Unite for Microsoft Teams Advanced.
Kieran Devlin · 12 Aug 2024
IMD Business School Deploys 32 DTEN All-In-One Video Collaboration Devices
IMD Business School deploys 32 DTEN D7X Zoom and Teams-certified all-in-one devices to simplify BYOD learning rooms.
James Stephen · 9 Aug 2024
UC Round Table: Conversational Intelligence and Analytics
Why conversational intelligence matters: Avaya, Zoom and Tollring show how AI, NLP and Teams analytics can boost CX, compliance and forecasting. Published on UC
Kieran Devlin · 7 Aug 2024
How AI is Reshaping the Customer Experience
AI is reshaping customer experience, with Vyopta’s Aviator using generative AI and Zendesk data to improve support. Published on UC Today.
Robbie Pleasant · 7 Aug 2024
Mitel and RingCentral End Exclusive UCaaS Partnership
Mitel and RingCentral have ended their exclusive unified-communications-as-a-service (UCaaS) partnership, CEO Vlad Shmunis has revealed.
Tom Wright · 2 Aug 2024
Avaya Layoffs: “They’ve Talked the Talk; Now They Need to Walk the Walk”
Avaya’s layoffs reshape sales and CX roles as Patrick Dennis takes over; UC Today explains why enterprise buyers should watch its strategy shift.
Rhys Fisher · 1 Aug 2024
Vonage Appoints New SVP of Global Channels and Alliances
Why it matters: Vonage has named Kristy Thomas SVP of Global Channels and Alliances to drive partner growth across UCaaS, VoIP, ISVs, SaaS and SI channels. Publ
James Stephen · 30 Jul 2024
Leveraging WhatsApp for Business: A Game-Changer for the Channel
Why it matters: WhatsApp for Business is limiting omnichannel support, and channel partners can close the gap with Voiceflex OmniChat, automation, CRM, GDPR and
Rebekah Carter · 30 Jul 2024
How SMBs can Leverage Affordable Conversational AI
Conversational AI has emerged as powerful tool for businesses, paving the way to enhanced customer experiences, boosted employee productivity, and reduced…
Rebekah Carter · 30 Jul 2024
CallTower Partners with Tollring on Analytics 365 for Microsoft Teams
CallTower and Tollring bring Analytics 365 to Microsoft Teams, adding call analytics, AI recording and wallboards to improve customer experience. Published on U
James Stephen · 30 Jul 2024
CEO Chat: Is UC Dead? 8x8 CEO Says No!
Why UC is not dead for buyers: 8x8 CEO Samuel Wilson on UC and CC convergence, digital contact centres and generative AI from OpenAI and Google. Published on UC
Dave Michels · 30 Jul 2024
Cloud PBX: How Affordable Digitization Can Transform SMB Communications
The clock is ticking on the big UK traditional telephony switch-off. As a result, for millions of small businesses, the digitisation of their voice…
Simon Wright · 29 Jul 2024
The Top Conversational Intelligence & Analytics Trends for 2024
Conversational intelligence trends for 2024 show why Microsoft Teams, UCaaS and generative AI matter for workforce insight.
Rebekah Carter · 29 Jul 2024
Microsoft, Lumen Elevate Digital Transformation With Advanced AI
Microsoft and Lumen boost AI, Azure and network infrastructure to meet data centre demand, modernise operations and support Copilot and Entra. Published on UC T
Kieran Devlin · 29 Jul 2024
7 Reasons to Invest in Conversation Intelligence & Analytics
Why it matters: conversation intelligence and analytics can cut costs and lift CX. Published on UC Today, it covers Microsoft Copilot, AI, CRM, GDPR and meeting
Rebekah Carter · 29 Jul 2024
UC All-Stars: Leaders Name the Biggest Tech of 2024
50+ UC leaders name generative AI as 2024’s key tech, as Microsoft, Zoom, Avaya and GoTo weigh in on UC and CX.
Tom Wright · 25 Jul 2024
The Benefits of Microsoft Dynamics 365 Contact Centre for Finance Teams
Microsoft Dynamics 365 Contact Centre could help finance teams boost secure omnichannel service, AI self-service and productivity. Published on UC Today.
Rebekah Carter · 25 Jul 2024
Rightsizing Your Global CX Strategy with AI-Powered Solutions
ULAP Networks uses AI, SD-WAN and Smart Cloud Network to right-size global CX, cut costs and improve ROI across APAC, Americas and EME.
Susie Harrison · 25 Jul 2024
How to Generate Business Value with CX Analytics in Microsoft Teams
Microsoft Teams is now one of the world’s most popular platforms for communication, collaboration, and productivity.
Rebekah Carter · 22 Jul 2024
How to Use Meta AI WhatsApp for Business Messaging
Meta AI WhatsApp features have been available for everyday users for a while now.
Rebekah Carter · 19 Jul 2024
How to Compare Conversational Intelligence Software
Why workplace-tech buyers should care: conversational intelligence software can lift hybrid work and customer experience. Published on UC Today, compare AI, NLP
Rebekah Carter · 19 Jul 2024
RingCentral, Vodafone Extend Business UC Service To 30+ Nations
RingCentral and Vodafone have announced they are extending their shared Vodafone Business UC solution to over 30 markets by early 2025, including South…
Kieran Devlin · 17 Jul 2024
AI News Show - AI Assistants: Past, Present, and Future
Watch on YouTube UC Today host Rob Scott is joined by AI Expert and Co-Founder of enableUC, Kevin Kieller .
Rob Scott · 16 Jul 2024
A Mobile-first Approach is Needed for Efficient Hybrid Frontline Workforces
Why frontline hybrid work needs mobile-first calling: Tata Communications Jamvee brings cloud PSTN, Microsoft Teams, Microsoft 365 and MOVE eSIM to UC Today.
George Malim · 16 Jul 2024
Phonism Announces New CEO And President In C-Suite Shakeup
Phonism has announced a new CEO as well as President and CTO in a major C-suite shakeup.
Kieran Devlin · 16 Jul 2024
Microsoft Teams CRM Integrations: 3 Crucial Features
Microsoft Teams CRM integrations can improve CX with caller preview, contact popping, click-to-dial, activity logging and insights.
Rebekah Carter · 11 Jul 2024
Avaya CEO Alan Masarek To Retire With Chair Patrick Dennis Stepping Up
Avaya’s CEO Alan Masarek retires as Patrick Dennis steps up, signalling continuity for cloud comms, Avaya Experience Platform and Enterprise CX. Published on UC
Kieran Devlin · 11 Jul 2024
Webex Assistant Review: AI Support for Hybrid Work
Cisco’s Webex Assistant brings generative AI to hybrid work, with Microsoft Copilot-style summaries, Webex Meetings and Calling insights.
Rebekah Carter · 4 Jul 2024
Philips and Sembly AI Launch Intelligent Audio Recorders
Philips Speech and Sembly AI have introduced new audio recorders with built-in AI meeting technology.
James Stephen · 4 Jul 2024
Webex Calling: How the Latest Voice Compliance Integration Has Everything Covered
Why it matters: Theta Lake’s new Webex Calling integration adds compliant voice capture, archiving and risk detection for Cisco Webex Go, SMS and CDRs. Publishe
Simon Wright · 3 Jul 2024
Adding Value Made Simple: Unlocking the True Potential of Microsoft Teams
See why Microsoft Teams buyers need calling, contact centre and automation add-ons, with AudioCodes Live Platform and Azure.
Rebekah Carter · 3 Jul 2024
Avaya's C-Suite Shakeup Continues With New Chief People Officer
Avaya 's C-Suite shakeup has continued with the appointment of Kamilah Thomas as its new Senior Vice President and Chief People Officer.
Kieran Devlin · 3 Jul 2024
How Prioritizing Voice can Optimize your CX
The way companies deliver exceptional customer experiences has changed significantly in recent years.
Rebekah Carter · 1 Jul 2024
How to Improve Agent Experience with MSFT Contact Center
Microsoft Teams has taken the world by storm. In an age of hybrid and remote work, the comprehensive communication and collaboration platform offers the…
Rebekah Carter · 1 Jul 2024
AI’s Triple Evolution: Legacy, Generative, and the Future
Dave Michels explains why AI’s shift from legacy to generative matters for Amazon, Apple, Google, HP Poly, Zoom and Microsoft.
Rob Scott · 24 Jun 2024
Top Tips for Making “Zero Downtime” a Reality
The contact center has emerged as a crucial component of business success. Today’s companies compete almost exclusively on the basis of exceptional…
Rebekah Carter · 24 Jun 2024
The Benefits of an Informal Contact Center for Microsoft Teams
Informal contact centres on Microsoft Teams and Azure cut costs, add CRM and AI tools, and improve customer service.
Rebekah Carter · 21 Jun 2024
Voiceflex, AudioCodes Launch AI-Driven Conversational IVR for Microsoft Teams
Voiceflex and AudioCodes add AI conversational IVR and contact centre to Microsoft Teams, using Voca CIC to boost CX, routing and analytics. Published on UC Tod
Kieran Devlin · 20 Jun 2024
CallTower Continues EMEA Expansion With Major Leadership Hires
Why it matters: CallTower is deepening EMEA growth with new Sales Directors and Sales Ops leadership for Microsoft Teams, Zoom and Cisco. Published on UC Today.
Kieran Devlin · 20 Jun 2024
How to Sell Cloud Services While Maintaining Customer Ownership
Why partners should choose reseller models to sell UCaaS, CCaaS and AI cloud services while keeping customer ownership. Published on UC Today.
Rebekah Carter · 20 Jun 2024
CallTower Boosts Worker Mobility With Microsoft Teams Mobile Dialler
CallTower’s Microsoft Teams Mobile Dialler boosts mobility and productivity by bringing Teams into native mobile diallers for hybrid work. Published on UC Today
Kieran Devlin · 13 Jun 2024
Designing an Informal Call Center Around Teams for a Distributed Modern Workforce
Why informal contact centres matter: Microsoft Teams, direct routing, Operator Connect, CRM and Akixi reporting help distributed teams improve CX.
Rebekah Carter · 12 Jun 2024
SIPPIO, Solgari Empower The Channel With Joint Microsoft Teams CX Solutions
SIPPIO and Solgari bring AI-powered Microsoft Teams contact centre tools to channel partners, boosting CX and productivity.
Kieran Devlin · 12 Jun 2024
Aircall Review: Simple, Scalable Business Communications
With its unique balance of next-gen tech, on-ground relevance, and cost versus value ratio, we think Aircall is a great bet for everyone!
Rebekah Carter · 12 Jun 2024
Tollring Unveils Analytics 365 AI Recording for Microsoft Teams
Tollring adds AI-Powered Recording for Microsoft Teams, with Azure and AppSource availability, transcription and analysis.
Kieran Devlin · 11 Jun 2024
Breaking Down the Building Blocks: Essential Components for Effective Conversational AI
Why conversational AI fails or wins: Telnyx, OpenAI, HD voice codecs, voice APIs, STT, LLMs and GDPR-ready security, published on UC Today.
Rebekah Carter · 10 Jun 2024
User Adoption and Customer Experience in Workplace Technology
User adoption drives workplace tech value as Deloitte’s Aaron Roe joins Craig Durr on UC Today to discuss collaboration, CX and virtual working.
Craig Durr · 10 Jun 2024
Zoom Opens ‘Inspirational’ Experience Center in London
Zoom’s London Experience Center shows why UK buyers should care: product demos, XR, 8K meeting tech and Gold LEED sustainability. Published on UC Today.
James Stephen · 7 Jun 2024