Author: Robin Gareiss

As IT leaders re-evaluate their technology architectures in light of the permanent shift to a hybrid work-from-home environment, new complexities and concerns arise. Adopting a “Bring Your Own Carrier” (BYOC) approach can address many of these issues....

As employees moved to home offices in 2020 as a result of the COVID-19 pandemic, IT and business leaders began re-evaluating everything—from processes to technologies to costs. The dramatic change in work location for most served as a catalyst for digital transformation projects designed to...

June 15, 2021 – Talkdesk announced Talkdesk Retail Smart, a solution for retailers that provides automated and secure self-service options for customers, leaving live agents to focus on higher-touch, revenue-generating interactions....

Very few companies have fully realized the power of using a common platform for employee and customer interactions. Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC and contact center platforms—61.9% of those using the same provider. This clearly indicates most IT and...

June 9, 2021 – LogMeIn announced an outbound calling solution for sales organizations and expanded inbound capabilities for GoToConnect Contact Center services, designed for small and midsize businesses. New outbound features include outbound dialer, pre-recorded and customized voicemails, and SMS chat queues. In addition, LogMeIn provides...

May 26, 2021 – Mitel announced an exclusive partnership with Five9 to provide its customers and partners with access to Five9’s Contact Center as a Service (CCaaS) suite. Mitel will integrate Five9’s CCaaS solution with its own Unified Communications (UC) offerings.The single platform includes integrated...

May 18, 2021 – 8x8 announced XCaaS, a new delivery model that leverages a single platform to deliver Contact Center-as-a-Services (CCaaS) and Unified Communications-as-a-Service (UCaaS). Offering 99.99% availability, 8x8’s XCasS is designed to allow for seamless communications and collaboration, internally as well as with customers....

Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity....

April 20, 2021 – Talkdesk announced deeper integration with Zoom Phone to improve customer experience. The move provides a more seamless experience between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). A back-office integration improves call routing and eliminates the...