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
12 Nov 2024
What do huddle rooms look like in a post-pandemic workplace?
Huddle room hype has waned, but it helped promote the concept of simplifying video in the workplace. Now, organizations could consider a video everywhere strategy. Continue Reading
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Answer
16 Aug 2024
RCS vs. SMS: What's the difference?
Compared to Short Message Service, Rich Communication Services is a newer form of messaging with advanced features and a better business messaging experience. Continue Reading
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News
23 Aug 2018
Mitel targets enterprises with MiCloud Engage contact center
MiCloud Engage, an over-the-top cloud contact center, could help Mitel better compete with Avaya and Cisco in the enterprise market. Continue Reading
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Answer
13 Aug 2018
What is the difference between UC platforms and UC apps?
Platform and app are not interchangeable terms in a unified communications deployment. UC expert Jon Arnold explains how to differentiate between UC platforms and UC apps. Continue Reading
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News
10 Aug 2018
Avaya earnings show cloud, recurring revenue growth
The latest Avaya earnings report shows the company is increasing cloud sales and hitting revenue targets, even as it continues to operate at a loss. Continue Reading
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News
02 Aug 2018
Gartner UC Magic Quadrant ranking belies Avaya's challenges
Avaya was once again named a leader in the Gartner UC Magic Quadrant. But analysts say the vendor could struggle to add customers given the growing dominance of Microsoft and Cisco. Continue Reading
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Opinion
31 Jul 2018
Google plays catch-up with cloud-based contact center AI
Google is jumping into the cloud-based contact center market with AI services and vendor partnerships. But is it enough to help Google compete against more established providers? Continue Reading
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Answer
27 Jul 2018
How are contact center vendors using APIs?
APIs are gaining relevance, as contact centers move to a more omnichannel experience. API expert Tsahi Levent-Levi explains how contact centers work with CPaaS providers. Continue Reading
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News
26 Jul 2018
Vendors race to adopt Google Contact Center AI
Google has entered the contact center market with the release of an AI platform supporting virtual agents and call analytics. Leading vendors, including Cisco and Genesys, were quick to adopt Google Contact Center AI. Continue Reading
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News
25 Jul 2018
Apple Business Chat adds Cisco as partner
Apple Business Chat is now compatible with Cisco's contact center platform. Apple has closely guarded access to the business-to-consumer messaging service since its beta release this spring. Continue Reading
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Answer
19 Jul 2018
How do you keep employees from deploying UC end-user applications?
A successful business collaboration strategy needs employee buy-in. UC expert Jon Arnold explains how to keep employees from deploying their own business collaboration tools. Continue Reading
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Answer
16 Jul 2018
How should a cloud migration plan include UC devices, endpoints?
What an organization moves to the cloud will influence UC devices and endpoints. Networking expert Carrie Higbie Goetz explains the factors that influence endpoints in a cloud migration. Continue Reading
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News
29 Jun 2018
Ribbon Communications boosts UCaaS portfolio with Edgewater buy
Ribbon Communications' acquisition of Edgewater Networks is expected to add analytics, security and service-assurance capabilities to Ribbon's UC portfolio. Continue Reading
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News
29 Jun 2018
Ex-Cisco exec Rowan Trollope promises to be different CEO at Five9
In May, UC and collaboration exec Rowan Trollope left Cisco for a nimbler Five9. As CEO of the contact center vendor, he promises to be more product-focused than his predecessor. Continue Reading
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Feature
27 Jun 2018
Digital whiteboards' remote collaboration underused by organizations
When using interactive whiteboards, businesses need to get remote workers involved in the collaboration process through video calls, screen sharing and digital annotation. Continue Reading
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News
22 Jun 2018
Alexa for Hospitality brings AI voice assistant to hotel rooms
Alexa for Hospitality will let hotels equip guest rooms with an AI voice assistant familiar to consumers. But Amazon will have to assuage concerns about privacy. Continue Reading
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Answer
21 Jun 2018
How do you evaluate contact center platforms from UC vendors?
If your organization is using third-party contact center services, make sure they integrate deeply with your unified communications environment. Continue Reading
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News
20 Jun 2018
Avaya adds real-time speech analytics to contact centers
Avaya updated its workforce optimization suite to include real-time speech analytics and automated agent evaluations, playing catch-up with vendors such as Cisco, Genesys and Five9. Continue Reading
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Answer
14 Jun 2018
Do you need session border controllers with an SD-WAN deployment?
As SD-WAN grows in popularity, enterprise SBCs still have their place on the network. Learn how the two technologies can work together to support and secure VoIP. Continue Reading
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Blog Post
30 May 2018
On-premises contact center technology on the decline
On-premises contact centers are decreasing in popularity as more organizations look to cloud-based and hosted services for their contact center technology. According to a recent Gartner Magic ... Continue Reading
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Tip
29 May 2018
Six tips to deploy a quality unified communications system
In order to troubleshoot a unified communications system, IT leaders should have a written list of common problems and a description of how to resolve those issues. Continue Reading
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News
18 May 2018
Five9, 8x8 and Dialpad accelerate push for contact center AI
Cloud contact center vendors are getting more aggressive about artificial intelligence. Five9, 8x8 and Dialpad made headlines this week with new contact center AI initiatives. Continue Reading
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News
18 May 2018
RingCentral, SD-WAN vendors team up to deliver UCaaS
SD-WAN services can improve the flow of cloud-based communications across the network. Now, one UCaaS vendor is looking to capitalize on the software-defined technology. Continue Reading
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News
17 May 2018
Zendesk bundles customer support services as cloud contact center
Zendesk has combined its products into an omnichannel cloud contact center offering. The CRM vendor also released a new tool for sending automatic alerts to customers. Continue Reading
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News
11 May 2018
Avaya cloud revenue grows, but profitability remains elusive
Avaya reported a net loss of $130 million last quarter, but the vendor still appears largely on track to hit its annual targets. Avaya cloud revenue rose modestly as a percentage of total earnings. Continue Reading
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News
04 May 2018
Cisco loses Trollope, acquires relationship intelligence startup
In a surprise announcement, Cisco said Rowan Trollope was leaving to lead Five9 and would be replaced by the CEO of the relationship intelligence startup Accompany, which Cisco expects to acquire. Continue Reading
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News
03 May 2018
Why going private should help grow Mitel cloud
A private equity firm plans to acquire Mitel for $2 billion in the second half of 2018. The move should give the vendor more flexibility, as it pushes adoption of Mitel cloud. Continue Reading
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News
26 Apr 2018
Cisco Spark to Webex Teams integration follows Microsoft's footsteps
The integration of Cisco Spark to Webex Teams is similar to Microsoft's move to compete against Slack team collaboration and Zoom meeting services, according to analysts. Continue Reading
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Answer
24 Apr 2018
Should you buy contact center services in a UC bundle?
Is an integrated contact center with UC right for your organization? UC expert Jon Arnold explains how to compare stand-alone and bundled contact center services. Continue Reading
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News
20 Apr 2018
Twilio SIM cards simplify IoT connectivity
Twilio has released programmable SIM cards for IoT connectivity. The Twilio SIM cards connect to the vendor's APIs for voice, text and data communications. Continue Reading
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News
18 Apr 2018
Google Cloud speech-to-text service gets revamp
Google Cloud speech-to-text service has been updated for improved accuracy through machine learning. The company is also releasing a tool for automatically adding punctuation to transcripts. Continue Reading
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Answer
17 Apr 2018
How do Twilio Flex API-based services affect contact center software?
Twilio Flex, a programmable contact center platform, reflects an emerging trend toward software products built on APIs, according to API expert Tsahi Levent-Levi. Continue Reading
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News
10 Apr 2018
Polycom acquisition helps Plantronics against Cisco, Logitech
In recent UC blogs, analysts discuss the Plantronics-Polycom deal, the convergence of cloud contact center services and UC, and the new AV1 video codec. Continue Reading
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Video
09 Apr 2018
Open-office plans prompt noise-mitigation technology
From noise-cancellation headsets to officewide acoustic management systems, organizations are looking to quell noisy chatter associated with open-office environments. Continue Reading
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Video
06 Apr 2018
How to select a UCaaS provider amid market volatility
As mergers and acquisitions swirl around the UCaaS market, organizations need to inspect potential vendors' long-term financial stability and product roadmaps. Continue Reading
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Answer
05 Apr 2018
What are the benefits of SD-WAN services vs. MPLS?
When weighing SD-WAN vs. MPLS for unified communications architecture, SD-WAN prevails. Networking expert Carrie Higbie Goetz explains the benefits of SD-WAN services over MPLS. Continue Reading
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Answer
26 Mar 2018
CPaaS vs. UCaaS platform: Which should you choose?
While the CPaaS vs. UCaaS debate might focus on overlapping features, the two technologies can be complementary, according to industry analyst Michael Brandenburg. Continue Reading
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Feature
20 Mar 2018
Cloud contact center benefits include simplicity, integrations
More organizations are putting their contact center in the cloud to simplify and integrate their agent communications. But other organizations are taking a hybrid approach. Continue Reading
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News
16 Mar 2018
Twilio Flex provides a customizable cloud contact center platform
Twilio Flex offers a customizable interface that sits atop the vendor's application development platform. The offering could appeal to large enterprises looking for a flexible cloud contact center platform. Continue Reading
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News
14 Mar 2018
Putting the contact center in the cloud blurs lines with UC
The line between unified communications and the contact center is blurring as organizations look to bring both technologies together via cloud adoption. Continue Reading
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News
13 Mar 2018
Team collaboration tools see different adoption strategies
Team collaboration tools like Slack and Microsoft Teams can be deployed in different ways. The options include focus on end-user choices or greater IT and executive control. Continue Reading
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Opinion
12 Mar 2018
Vonage Business Cloud offers midmarket cloud-native UCaaS
Adding a Vonage cloud business option for the underserved midmarket, ZK Research says new UCaaS option was built with a cloud-native approach to accommodate market changes quickly. Continue Reading
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Conference Coverage
07 Mar 2018
Enterprise Connect 2018 conference coverage
The unified communications industry is seeing significant changes. Read the latest news in our comprehensive coverage of Enterprise Connect 2018. Continue Reading
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News
01 Mar 2018
CEO lays out roadmap for Mitel Cloud after ShoreTel acquisition
In 2018, Mitel is looking to capitalize on its large install base and a strong mix of public and private cloud offerings. But Mitel Cloud will have to compete with both pure-cloud startups and legacy UC vendors. Continue Reading
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News
22 Feb 2018
Many enterprises need better conference room technology
Enterprises are taking action to ensure they have the conference room technology necessary to support the latest collaboration tools. Continue Reading
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Tip
21 Feb 2018
Conference rooms of the future target meeting efficiency
When overhauling your meeting room technology, don't forget the basics, such as high-speed network connectivity and power accessibility for all end users. Continue Reading
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News
15 Feb 2018
Enterprises given clarity on cost of cloud services
Enterprises are gaining greater clarity about the cost of cloud services for UCC, as many IT departments are discovering that cloud deployments don't usually save them money. Continue Reading
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News
08 Feb 2018
Mitel products revamped post-ShoreTel acquisition
In UC news, Mitel's product portfolio has rebranded for the integration of ShoreTel's UCaaS products, while the new Logitech SmartDock accessory supports meeting interoperability. Continue Reading
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News
01 Feb 2018
Microsoft Teams updates streamline search, sharing features
In UC news, new features in Microsoft Teams look to improve how users share and access information, while Verizon and Ribbon Communications partner for virtual SBC services. Continue Reading
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News
22 Jan 2018
Midmarket enterprises push UCaaS platform adoption
Cloud communications is growing in popularity among midmarket enterprises. UCaaS providers and enterprises must work together for successful adoption and deployment. Continue Reading
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Opinion
17 Jan 2018
Emerging technologies to fuel collaboration industry growth
Business communications is getting more contextual and intelligent, thanks to emerging technologies, such as AI and APIs. UCC tools are adapting to these new trends. Continue Reading
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News
05 Jan 2018
Unified communications vendors continue consolidation carousel
Several unified communications vendors rang in the new year with mergers and acquisitions, as Star2Star merges with Blueface and Polycom picks up Obihai Technology. Continue Reading
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Feature
21 Nov 2017
UC management tackles multivendor, hybrid UC challenges
Multivendor and hybrid UC are creating complex management challenges for enterprises. Learn how UC performance management provides enterprises with the tools they need. Continue Reading
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Answer
16 Nov 2017
How are virtualization trends affecting enterprise SBCs?
Virtualizing enterprise session border controllers can help reduce business expenses. Networking expert Carrie Higbie Goetz explains how to deploy virtual SBCs successfully. Continue Reading
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Blog Post
02 Nov 2017
Evaluating SBC vendors for cloud communications infrastructure
As more organizations move their communications infrastructure to the cloud, session border controllers must follow suit. In 2016, nearly 40% of North American business users were using some form ... Continue Reading
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Answer
18 Sep 2017
How do you build a cloud adoption strategy for UC?
Several factors are involved when adopting cloud-based UC. Networking expert Carrie Higbie Goetz breaks down what organizations must include in their cloud adoption strategy. Continue Reading
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Answer
30 Aug 2017
How do you prepare if your UC provider is acquired?
The UC market is abuzz with mergers and acquisitions, but this activity creates uncertainty for organizations. Analyst Jon Arnold offers advice on how to handle vendor consolidation. Continue Reading
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News
04 Aug 2017
AVST, Collab9 partner on UC platform for governments
In UC news, AVST and Collab9 announce a partnership for FedRAMP-authorized cloud services, while two surveys find corporate email isn't going away anytime soon. Continue Reading
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Feature
27 Jul 2017
Seeking use cases for digital collaborative whiteboards
As a fairly new business technology, touchscreen whiteboards are trying to find their way into the enterprise market. Some companies, however, are struggling to find use cases. Continue Reading
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Feature
25 Jul 2017
Disadvantages of interactive whiteboards: Cost, lack of interoperability
Large-screen collaboration devices offer some powerful communications tools. But buyers also need to heed some of the disadvantages of interactive whiteboards. Continue Reading
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News
21 Jul 2017
Infrastructure, endpoints to drive UC tech budget boom in 2018
UC budgets are expected to rise in 2018 as organizations look to update aging voice infrastructure, promote user adoption and extend UC into contact centers. Continue Reading
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Answer
25 May 2017
How can near-real-time communication modes offer context?
While text-based communication is growing in popularity, it lacks the context of voice or video communication. UC expert Jon Arnold explains how contextual communications can fill the gap. Continue Reading
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News
08 May 2017
Jive acquired in enterprise collaboration software merger
In UC news, Jive is in the midst of being acquired by a private equity firm and is expected to merge with CRM provider Aurea. Plus, UC cloud service provider Fuze gets more money. Continue Reading
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Video
14 Apr 2017
Voice applications, analytics suites part of UC evolution
In this video, Vonage and Plantronics demonstrate their latest innovations. See how a voice API and analytics suite are helping advance enterprise communications. Continue Reading
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Video
13 Apr 2017
Unified communications platforms get contextual, customizable
UC clients often undergo evolutionary development, rather than revolutionary changes. See how two vendors in particular are looking to advance enterprise communications. Continue Reading
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Video
11 Apr 2017
Do communication APIs complement or challenge UC products?
Embedded communications, like click-to-call or click-to-video, can enhance business workflows. But are these new API tools ready for enterprise use? Continue Reading
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Video
07 Apr 2017
Unified communications vendors and users continue consolidation
In this video with analyst Irwin Lazar, explore some key market trends, including industry consolidation, UC analytics and the emergence of artificial intelligence tools. Continue Reading
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News
04 Apr 2017
IT pros share API deployment challenges, offer insights
Communications APIs promise quick and easy deployments, but this new technology has its challenges. Three IT professionals share their API deployment experiences. Continue Reading
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News
27 Mar 2017
8x8 launches contact center service for teams, small businesses
8x8 has launched ContactNow, a contact center service for small businesses and teams that offers contact center capabilities with a pay-as-you-go cost model. Continue Reading
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News
24 Mar 2017
Latest collaboration products on display at Enterprise Connect 2017
Vendors will exhibit their latest UC products at Enterprise Connect 2017, from collaboration tools for huddle rooms to apps that support enterprise mobility. Continue Reading
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News
10 Mar 2017
Cloud UC and video conferencing adoption see uptick
Cloud-based unified communications and video conferencing adoption are seeing gradual increases, according to a new survey. Plus, Cisco and Microsoft still reign supreme. Continue Reading
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Answer
09 Feb 2017
How should organizations evaluate UC cloud app security providers?
Security is a priority when moving communications to the cloud. Organizations must do their due diligence when evaluating cloud providers' UC security expertise. Continue Reading
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News
19 Jan 2017
A hybrid deployment gives organizations UC flexibility
Two factors are driving the hybrid deployment of unified communications: infrastructure needs and business value. But enterprises need to navigate certain deployment turbulence. Continue Reading
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News
06 Jan 2017
AI, messaging top unified communications industry trends
Unified communications industry analysts explore the trends that will affect organizations in 2017. Artificial intelligence, messaging and infrastructure are key areas to watch. Continue Reading
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Quiz
03 Aug 2016
Cisco Collaboration certification technical quiz: Part 2
This Cisco Collaboration certification quiz tests your knowledge of telephony, gateways and messaging. Take the quiz to see if you're ready for the Cisco Collaboration exams. Continue Reading
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Quiz
08 Jul 2016
Take this WebRTC architecture quiz to boost your tech skills
The WebRTC architecture demands widespread knowledge of different computer science disciplines. Take this quiz to test your WebRTC technical expertise. Continue Reading
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Feature
29 Jan 2016
Unify OpenScape Voice: Product overview
With support for mobility, video and scalability for up to 500,000 users, OpenScape Voice -- and the rest of the Unify UC portfolio -- is well-suited for large enterprises. Continue Reading
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Feature
17 Dec 2015
Avaya UC product overview: Aura Communication Manager
The Avaya Aura Platform, perhaps best suited for larger enterprises, supports messaging, voice, video, presence and mobility features, as well as virtualization. Continue Reading
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Answer
07 Feb 2014
How do media servers differ from media gateways?
Expert Carrie Higbie explains how media servers differ from media gateways and how media servers are useful in video and voice environments. Continue Reading
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Answer
09 Jan 2014
How does a volts direct current signal relate to telecom?
Expert Matt Brunk explains how a volts direct current signal is used in telecommunications. Continue Reading
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Answer
04 Nov 2013
What is a UC client?
What do vendors mean when they refer to a UC client? Learn what a UC client is and how it is used. Continue Reading
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Tip
11 Nov 2010
The truth about five nines availability in unified communications networks
Five nines availability is attainable with traditional telecommunications networks, but is it attainable with a unified communications network? This tip explains how to calculate availability and how it relates to unified communications software and hardware. Learn what is required to achieve five nines availability and how it translates to downtime. Continue Reading
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Feature
17 Oct 2008
Identifying issues in a multi-site Cisco UC deployment
Deploying Cisco Unified Communications Manager between multiple sites requires an appropriate dial plan, appropriate bandwidth, a quality of service (QoS) implementation and a design that can survive IP WAN failures. This chapter will explain the issues that can arise in a multisite Cisco UC Manager deployment, and recommend specific solutions. Continue Reading