UC strategy
Unified communications success relies on more than technology. End-user adoption is paramount for a successful rollout. Learn how to build a successful UC strategy that encompasses technology, training, staffing and culture.
Top Stories
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Tip
20 Dec 2024
5 key video conferencing trends to watch in 2025
From personal assistants to meeting summaries, AI will redefine video conferencing over the next year. Check out the top trends driving the market in 2025. Continue Reading
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Tip
17 Dec 2024
5 UC and collaboration trends reshaping the market in 2025
Expect GenAI and agentic AI to dominate unified communications and collaboration trends, plus employees and businesses weigh return-to-office edicts and heightened cyberattacks. Continue Reading
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Feature
31 Oct 2019
A remote working strategy needs a business continuity plan
The Pacific Gas and Electric outages in California highlight the need for organizations to include business continuity plans in their remote working strategy. Continue Reading
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Answer
28 Oct 2019
How do no-code applications benefit from CPaaS APIs?
Low-code and no-code applications are gaining traction in the CPaaS market as vendors offer capabilities that reduce coding requirements for developers. Continue Reading
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Feature
16 Oct 2019
Modern workspaces balance business and employee needs
In this roundup of UC blogs, analysts discuss the trends driving modern workspaces, how 5G could support augmented reality in the enterprise and the future of CPaaS. Continue Reading
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Tip
14 Oct 2019
Unified communications for small business goes beyond telephony
Is your small business ready for UC? Learn how to build a UC strategy that addresses business goals, employee collaboration needs and IT requirements. Continue Reading
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News
14 Oct 2019
Voss upgrades migration to unified communications software
In an effort to ease the switch from legacy telephone systems to a more modern unified communications platform, Voss has launched its latest UC software, M2UC. Continue Reading
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News
11 Oct 2019
New Mitel CEO Mary McDowell says sale is possible, but not soon
In a move that took analysts by surprise, Mary McDowell replaced longtime chief Richard McBee as Mitel CEO -- a possible sign the company's owner is looking to sell. Continue Reading
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Quiz
11 Oct 2019
Are you ready for a hybrid UC migration?
Hybrid UC is an option for organizations that aren't ready or able to move all of their UC to the cloud. Take this quiz to test your knowledge of a hybrid UC migration. Continue Reading
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News
04 Oct 2019
Avaya-RingCentral partnership to bring UCaaS to legacy customers
Avaya, RingCentral will partner to sell UCaaS to Avaya's legacy customers, a blockbuster deal that unites rival UC vendors. Continue Reading
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News
27 Sep 2019
Avaya cloud offering ReadyNow expands internationally
A partnership with IBM will help expand the reach of Avaya cloud offerings internationally. Avaya is bringing its ReadyNow product to Europe, Africa and Asia. Continue Reading
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Answer
13 Sep 2019
Which vendors still support on-premises UC infrastructure?
Not all organizations can migrate UC to the cloud. For those unable to migrate, a few vendors continue to support UC infrastructure on premises. Continue Reading
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Tip
10 Sep 2019
How AI in the workplace will affect collaboration and job performance
AI in the workplace can enhance unified communications and collaboration services. But IT decision-makers must consider three effects on employee collaboration and job roles. Continue Reading
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Feature
09 Sep 2019
UC cloud services support Regum's global expansion
Regum's recent global expansion prompted the financial planning and education company to adopt UC cloud services to better serve its customers and maintain central control. Continue Reading
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News
05 Sep 2019
Cisco brings CUCM into the Webex cloud
Cisco has brought its flagship IP-based telephony platform, CUCM, into the Webex cloud, offering large businesses private instances of the software similar to what is already available from Cisco HCS partners. Continue Reading
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Answer
27 Aug 2019
What are the top CPaaS use cases in healthcare?
CPaaS use cases change from industry to industry. In healthcare, better patient care and streamlined processes are the main focus for CPaaS technology. Continue Reading
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News
22 Aug 2019
Businesses must replace cloud Skype phones by 2023
Skype phones won't connect to Microsoft Teams after July 2023. The vendor has advised customers to begin planning an upgrade to new devices certified for Teams. Continue Reading
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Quiz
20 Aug 2019
Is your organization ready for cloud unified communications?
Before adopting cloud unified communications, make sure you understand the ins and outs of a migration. Take this quiz to see if your organization is ready to migrate. Continue Reading
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News
14 Aug 2019
Avaya earnings: Company in advanced talks with multiple bidders
Avaya will decide within 30 days whether to pursue a sale or other 'strategic transaction' to compensate shareholders. The company is in advanced talks with multiple parties. Continue Reading
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Feature
14 Aug 2019
Office 365 and G Suite gain market share for cloud telephony services
Cloud office suites are growing in popularity among organizations buying enterprise telephony services, according to the latest UCaaS Magic Quadrant report. Continue Reading
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News
12 Aug 2019
Atos, Nice inContact partner to offer cloud contact center
Atos will integrate CXone with Circuit and sell it as Cloud Contact Center-powered by CXone. Customers will still have the option of Atos' on-premises contact center platform. Continue Reading
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Feature
12 Aug 2019
How UC technology works and why you need it
Explore the emergence of unified communications and the evolution of UC technology as a response to changing business needs. Continue Reading
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Tip
07 Aug 2019
Cloud unified communications adoption still faces barriers
Upgrade costs and security concerns were once the main barriers to cloud unified communications. But while vendors addressed those concerns, new barriers to adoption have emerged. Continue Reading
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Feature
05 Aug 2019
Breaking down the parts of a CPaaS platform
Cloud-delivered communications are the backbone of many organizations. Review the key terms around CPaaS platform features and development tools with this glossary. Continue Reading
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Tip
31 Jul 2019
Craft collaboration metrics to enhance business benefits
Collaboration metrics should focus on more than just how well platforms and tools function. Metrics should shift focus to how much collaboration tools improve a business. Continue Reading
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Blog Post
29 Jul 2019
5 best practices for cloud calling success
Organizations looking to augment their communications features while also cutting costs and improving scalability are turning to the cloud for their calling services. But migrating to cloud calling ... Continue Reading
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Quiz
26 Jul 2019
How well do you understand UC cloud SLAs?
Getting the right unified communications cloud SLA can be difficult for organizations. This quiz covers the essentials of SLAs, from the basic components to IT's role. Continue Reading
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Answer
23 Jul 2019
How can IT approach a cloud-based unified communications migration?
Migrating to cloud-based unified communications can offer organizations greater agility, but benefits need to be weighed against the loss of IT control. Continue Reading
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Tip
18 Jul 2019
Stand-alone vs. integrated collaboration: 3 factors to consider
Moving from legacy communications is no small task. Three factors must be considered to ensure successful adoption of new integrated collaboration tools. Continue Reading
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Feature
11 Jul 2019
UC network management embraces automation, AI, SD-WAN
Organizations looking to simplify UC network management can implement automation tools and technology like SD-WAN and AI to streamline management workflows. Continue Reading
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Feature
01 Jul 2019
Brush up on your knowledge of speech technology terms
Vocal commands are one way speech technology is making its way into business applications and services. This mini glossary will refresh your knowledge of speech technology and some of its use cases. Continue Reading
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Feature
27 Jun 2019
User buy-in crucial when migrating from Slack to Microsoft Teams
For organizations using Microsoft 365, migrating from Slack to Microsoft Teams can better support employee workflows. But a migration requires more than mandating users to switch. Continue Reading
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News
26 Jun 2019
Talkdesk Boost turns legacy ACDs into cloud contact centers
Large businesses that aren't yet ready to abandon legacy call routing can now link that equipment to the Talkdesk cloud contact center through a SIP trunk. Continue Reading
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Blog Post
25 Jun 2019
UC adoption programs support users and business goals
Transforming a business with unified communications takes more than deploying new apps and services. End users must adopt the services and incorporate them into their daily workflows. For many ... Continue Reading
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Feature
24 Jun 2019
Collaboration culture and technology drive meeting room trends
The meeting room experience is all about collaborative work. Learn how new video and productivity tools are influencing meeting room trends. Continue Reading
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Feature
17 Jun 2019
UC benefits flexible working models in mortgage industry
Choosing a UC platform with the tools to support remote workers helped American Pacific Mortgage move to a more flexible working model and cut down on brick and mortar costs. Continue Reading
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Feature
17 Jun 2019
Flexibility in the workplace relies on UC technology
The future of work requires supporting flexibility in the workplace with UC technology, according to a Fuze executive. But this requires addressing corporate culture. Continue Reading
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Tip
13 Jun 2019
UC network automation improves IT efficiency
UC network automation will help reduce errors and boost staff efficiency. But take time to plan your implementation to ensure success. Continue Reading
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Feature
12 Jun 2019
Supporting a dispersed workforce with communications technology
UC tools are a vital part of engaging a dispersed workforce. Learn how business leaders use UC tools to help remote workers feel part of company culture and how to avoid burnout. Continue Reading
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Feature
07 Jun 2019
UCaaS products for what every organization needs
Check out these UCaaS products to help you make a final decision based on company overview, hardware options and technical support. Continue Reading
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Tip
07 Jun 2019
How to manage hybrid cloud QoS in unified communications
The two most common approaches to a hybrid UC configuration require different management techniques to maintain hybrid cloud QoS for voice, video and other real-time communications. Continue Reading
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Feature
29 May 2019
Prepackaged vs. DIY: Which video conferencing system is best?
Weighing the pros and cons of a vendor's prepackaged video conferencing system versus a multivendor system will help determine which is the best fit for your business. Continue Reading
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Feature
28 May 2019
Cloud communications platform supports hospice care provider
Migrating to RingCentral's cloud communications platform gave AseraCare the needed support for its multiple locations and improved communications for its hospice patients. Continue Reading
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Feature
24 May 2019
Why UCaaS architecture benefits from SD-WAN adoption
Provisioning traffic is essential to support UCaaS architecture performance. SD-WAN helps solve network problems in real time, enabling users to experience all that UCaaS has to offer. Continue Reading
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Feature
23 May 2019
AI in communications improves productivity, but challenges lurk
AI services, combined with unified communications, can offer several benefits, including improved network monitoring capabilities and voice analytics in meeting rooms. Continue Reading
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Feature
13 May 2019
New video conferencing tools driven by vendor partnerships
Businesses have more options when it comes to choosing the right video conferencing tools as the market shifts toward vendor-agnostic hardware and software. Continue Reading
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News
09 May 2019
Avaya revenue dips as company entertains potential buyout
Avaya revenue missed the mark in the second quarter amid operational missteps and rumors of a private buyout. The company said it was considering financial maneuvers as significant as selling itself. Continue Reading
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Infographic
07 May 2019
Boardroom vs. huddle room: Comparing meeting room layout needs
To get the most out of your meeting space, you need the right equipment and meeting room layout. This infographic illustrates what you'll need for the huddle room or the boardroom. Continue Reading
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Feature
07 May 2019
How SD-WAN can unlock UCaaS benefits
Reaping UCaaS benefits means taking a hard look at your network configuration. Learn how SD-WAN can help optimize performance and reliability for UCaaS applications. Continue Reading
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Answer
01 May 2019
What should users expect from speech technology applications?
Workers can start to expect more from speech technology applications than just voice-activated search. As capabilities evolve, new business use cases will emerge. Continue Reading
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Feature
29 Apr 2019
UC cloud interoperability forces legacy vendors to change strategies
The proliferation of the cloud has introduced new interoperability challenges for organizations. Learn how UC buyers and vendors are addressing interoperability issues. Continue Reading
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Blog Post
29 Apr 2019
Why the UCC market needs AI to improve the user experience
The future of work is increasingly remote as employees work across branch offices, cities and time zones. Consequently, unified communications and collaboration technology needs to provide users ... Continue Reading
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Tip
22 Apr 2019
UCaaS vs. CCaaS: Weighing communications architecture integrations
More organizations have a need to integrate UCaaS and CCaaS to support office and contact center workers. Two elements, in particular, will affect integration options. Continue Reading
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Feature
19 Apr 2019
Millennials, changing meeting priorities drive huddle room trends
The culture around meetings is changing as employees favor huddle rooms over formal boardrooms for ad hoc meetings. The shift is a result of workplace demographic and cultural changes. Continue Reading
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Tip
17 Apr 2019
How to address the challenges of adopting AI in communications
Adopting AI can be a complex process. AI in communications can be especially challenging, but organizations can take certain steps to overcome these hurdles. Continue Reading
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Feature
10 Apr 2019
Reap UCaaS benefits by preparing network, staff and users
Organizations migrating to cloud-based unified communications must examine IT and end-user needs. Finding the right balance can help companies realize UCaaS benefits. Continue Reading
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Quiz
05 Apr 2019
Test your knowledge of speech technology applications
Speech technology applications are integrated into everything, from contact centers to email platforms. Take our quiz to find out how much you know about this growing technology segment. Continue Reading
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Answer
27 Mar 2019
How does the cloud offer new contact center capabilities?
Moving from on premises to a cloud contact center comes with a litany of changes. Learn what contact center capabilities you should factor into your CCaaS migration planning. Continue Reading
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Feature
19 Mar 2019
Cloud migration planning key to successful UCaaS deployment
Making the move from an on-premises system to UCaaS can be full of hurdles. Cloud migration planning can help navigate the pitfalls and give a clear path to successful UCaaS deployment. Continue Reading
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Tip
18 Mar 2019
6 reasons to keep your unified communications system on premises
While many organizations are looking to the cloud for UC services, on- premises remains the reality for others. Learn which six factors fuel the decision to keep UC an on-premises deployment. Continue Reading
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Feature
13 Mar 2019
Mature UC market drives innovation at Enterprise Connect 2019
The maturity of the UC market is driving vendors to find new ways to innovate. Enterprise Connect 2019 will see service and product announcements around AI and contact centers. Continue Reading
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Conference Coverage
12 Mar 2019
News and trends from Enterprise Connect 2019
Follow our Enterprise Connect conference guide to get the latest scoop and expert analysis on unified communications industry trends, vendor announcements and product news. Continue Reading
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Answer
11 Mar 2019
What role do ideation tools play in collaboration spaces?
Ideation is a popular buzzword to describe meeting room technology. Learn what collaborative ideation really means and how it can fit into an organization's collaboration strategy. Continue Reading
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Feature
26 Feb 2019
Speech technology applications evolve for new use cases
Speech technology has become a popular tool, and the addition of AI has led to more powerful use cases. Learn how AI-driven speech technology can benefit your organization. Continue Reading
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Feature
26 Feb 2019
Changing business priorities drive cloud UC adoption
The demand for flexible systems and collaboration tools is helping drive UCaaS adoption across all market segments. However, business size is playing a role. Continue Reading
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Tip
25 Feb 2019
Make VoIP the starting point for hybrid communications
Moving to VoIP is the first step toward creating a hybrid unified communications architecture. Learn how to test and maintain voice quality for a successful migration. Continue Reading
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Feature
13 Feb 2019
5 trends driving AI in contact centers
Contact center AI is evolving to meet the needs of organizations. Vendors are focusing on five trends that are driving the market for AI in contact centers. Continue Reading
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Tip
13 Feb 2019
Business desk phones see changing role in the enterprise
Desk phones seem to be going the way of the Dodo in favor of softphones and mobile clients. But research suggests organizations are finding new ways to use desk phones for business. Continue Reading
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News
12 Feb 2019
Avaya revenue report misses mark in first quarter of 2019
Avaya revenue fell short of projections for the first quarter of fiscal 2019, as the company continues to focus on selling more software and services. Continue Reading
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Feature
28 Jan 2019
Boostability gains agent insight with new contact center platform
What do you do when your contact center doesn't provide the data and features you need? One company decided to deploy a new platform that could support current and future needs. Continue Reading
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News
23 Jan 2019
Businesses to get quicker access to Avaya cloud UC
A new delivery model for single-tenant Avaya cloud UC promises to make it quicker and easier for businesses to migrate users from on-premises products to the cloud. Continue Reading
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Feature
23 Jan 2019
Nestle connects globally with enterprise collaboration platform
Nestle is rolling out Workplace by Facebook as its new enterprise team collaboration platform, as it looks to more efficiently connect its global employees. Continue Reading
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News
17 Jan 2019
RingCentral contact center expands with Connect First acquisition
RingCentral's intention to acquire contact center provider Connect First follows a growing trend toward offering cloud contact centers as part of UCaaS environments. Continue Reading
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News
16 Jan 2019
Avaya follows Cisco into market for UC headsets
Avaya has begun manufacturing UC headsets, following the lead of rival Cisco in a trend that is shaking up the market for such devices. Continue Reading
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Feature
16 Jan 2019
Improve the contact center experience with 3 key integrations
Organizations that want to offer a modern contact center experience can turn to AI, messaging apps and UC to improve agent productivity and customer service. Continue Reading
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Tip
14 Jan 2019
Where the UCaaS market is and where it's headed
Fresh survey results from Nemertes show a dynamic market for UC as a service with some unpredictable impact on organizations and networking staff. Continue Reading
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Answer
14 Jan 2019
How do you build a business case for speech technology applications?
Building a business case for speech technology requires an understanding of the current use cases. Our expert explains what to look for when building a business case for speech technology. Continue Reading
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Tip
14 Jan 2019
Top ways unified communications in the cloud affects you
Rapid developments in cloud-based unified communications means there is no time to lose when it comes to planning the strategic and tactical reorganization of your IT team. Continue Reading
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Feature
28 Dec 2018
Expert insights reflect top five trends in unified communications
UC buyers need all the advice they can get in a rapidly changing market. Our top expert tips of 2018 helped organizations make sense of the trends driving the UC market. Continue Reading
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Feature
27 Dec 2018
5 UC trends that drove headlines in 2018
From Cisco merging Spark and Webex to Microsoft's Teams migration, take a look back at the top UC news stories of 2018 and the UC trends that drove them. Continue Reading
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Answer
14 Dec 2018
What UC monitoring tools are most important?
Our expert explains the UC monitoring tools you need and the potential network problems you may discover in your UC and collaboration environments. Continue Reading
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News
13 Dec 2018
Businesses can now rent Avaya phones
Businesses looking to reduce large one-time capital expenditures can now rent Avaya phones for a monthly fee. Continue Reading
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Tip
06 Dec 2018
New UC vendor trends shaping enterprise communications market
With more enterprises looking for a single vendor to meet all of their communications needs, vendors are adding to their portfolios to create more complete communications offerings. Continue Reading
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News
05 Dec 2018
Avaya earnings show growth in contact center, decline in UC
Avaya earnings began to level off in fiscal 2018, as the vendor began to grow its contact center business again. However, Avaya's UC products continued to struggle. Continue Reading
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Feature
13 Nov 2018
Maximize collaboration with the right huddle room design
Huddle room design is an essential part of creating a good collaborative environment. Learn what equipment options are available for your collaboration spaces. Continue Reading
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News
08 Nov 2018
Talkdesk iQ provides AI analytics, monitoring in contact center
Talkdesk iQ, the cloud contact center startup's new AI platform, includes an analytics dashboard and bot development tools. The vendor also announced a new 100% uptime SLA for enterprise calling. Continue Reading
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Answer
05 Nov 2018
How do machine learning and AI fit into UC monitoring and analytics?
With the use of machine learning and AI in the very early stages in the UC market, our expert looks at their value in UC monitoring and analytics. Continue Reading
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News
01 Nov 2018
Genesys improves workforce management software with AI
Genesys has developed new workforce management software to help contact centers with forecasting and scheduling. Continue Reading
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News
24 Oct 2018
Twilio Autopilot looks to simplify contact center AI
Twilio Autopilot gives developers the building blocks for creating contact center AI that businesses can use to improve customer service and save money. Continue Reading
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News
24 Oct 2018
UCaaS Magic Quadrant shows IT leaders ready for transition to cloud
The latest Gartner UCaaS Magic Quadrant found that large enterprises are making the jump to cloud as fewer dollars are spent on on-premises infrastructure and development. Continue Reading
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News
18 Oct 2018
Twilio buys SendGrid for email APIs
Twilio will acquire SendGrid, a maker of cloud-based email APIs. The deal follows email-focused acquisitions by Slack and Workplace by Facebook. Continue Reading
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News
17 Oct 2018
RingCentral the latest UCaaS vendor to acquire a cloud contact center
RingCentral is the latest UCaaS startup to push more heavily into the cloud contact center market with its acquisition of customer engagement vendor Dimelo. Continue Reading
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Answer
10 Oct 2018
What cloud-based unified communications certifications are available?
The requirements for cloud-based unified communications certifications vary by industry and network environment. UC expert Carrie Higbie Goetz explains how to choose the right certifications for a UCaaS system. Continue Reading
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Tip
10 Oct 2018
How chatbot AI in contact centers can improve self-service
Deploying AI in contact centers can address IVR pain points and improve customer self-service with chatbots that create a conversational and streamlined customer experience. Continue Reading
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Answer
08 Oct 2018
What are the main types of industry acquisitions in the UCC market?
A UC company can be acquired by an existing vendor or by a venture capital firm. Learn how these two types of acquisitions differ and UCC market factors that influence them. Continue Reading
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Tip
03 Oct 2018
How to prevent cloud computing bandwidth issues in UCaaS adoption
The adoption of UCaaS architecture presents network challenges. Learn what tools are available to support video and voice quality without causing cloud computing bandwidth issues. Continue Reading
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Answer
26 Sep 2018
How do microservices work with unified communications platforms?
While a microservices architecture for UC platforms isn't obvious to enterprises, it can improve how service providers deliver and update their services for enterprise customers. Continue Reading
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Answer
21 Sep 2018
What WAN configuration best supports UCaaS platform deployments?
Preparing for a UCaaS deployment means having the right WAN circuit configuration, with enough bandwidth to support all of your data and prioritize voice and video traffic with real-time delivery needs. Continue Reading
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News
13 Sep 2018
Ytica acquisition adds analytics to Twilio Flex cloud contact center
Twilio has acquired startup Ytica to improve the native analytics and workforce optimization tools of its Twilio Flex cloud contact center. Continue Reading
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News
07 Sep 2018
AT&T revives Office@Hand UCaaS deal with RingCentral
AT&T has recommitted to its partnership with RingCentral after telling customers earlier this year that it would soon stop supporting the startup's Office@Hand UCaaS platform. Continue Reading
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News
29 Aug 2018
Nice inContact adds analytics, omnichannel support to CXone
Nice inContact has enhanced the cloud contact center CXone with new analytics and quality management tools, while also expanding omnichannel support for social media. Continue Reading
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Tip
29 Aug 2018
UCaaS market for next-generation features APIs, AI, more
The market for unified communications as a service is getting crowded. To stand out, vendors must now offer next-gen features, such as AI and contact center integration. Continue Reading