Research Blogs

Nov. 30, 2021 – AWS continues to enhance its Amazon Connect CCaaS offering with machine learning (ML), this week announcing an automated call summarization feature. This call summary capability is now set as a default in Contact Lens, the ML-powered real-time contact center analytics engine...

December 1, 2021 – 8x8 announced that it is purchasing rival UCaaS and CCaaS provider Fuze for $250 million in combined cash and stock. The deal is expected to close in Q1 of 2022. 8x8 notes that the acquisition will accelerate its product development and...

Success comes from aligning HR, facilities, and IT toward a common goal. Metrigy’s recently published Unified Communications Management and End-points: 2021-22 study of nearly 400 organizations found that the office is in a state of flux, with just over 15% of companies now fully work-from-home. Of...

Moving to UCaaS doesn’t absolve IT of management responsibility. It requires continued proactive efforts to ensure high-quality voice and video experiences. The age of cloud communications has arrived. Metrigy’s data shows that more than 47% of companies now use unified communications-as-a-service (UCaaS) for all or some...

Nov. 22, 2021 – Global communications network technology stalwart Ericsson announced its intent to acquire cloud communications provider Vonage in a $6.2 billion cash deal expected to close in the first half of 2022, pending customary approvals and processes. The purchase reflects a $21 per-share...

November 16, 2021 – At its annual Frontiers conference, Slack announced a major revamp to its platform to better enable customers and partners to optimize digital work. Slack’s enhancements include the ability to create customized workflows based on blocks that can be shared and reused...

Nov. 16, 2021 – Contact center-as-a-service provider Talkdesk has updated its workforce engagement and analytics solution sets with new customer feedback and agent performance management capabilities. With Talkdesk Feedback, organizations can capture, analyze, and act on voice-of-the-customer (VoC) feedback gathered via surveys deployed on any...

Nov. 15, 2021 – AudioCodes has acquired conversational AI solutions provider Callverso, an Israel-based company offering virtual agent and natural language understanding (NLU) technology to customers in the health, utility, and other service provider verticals. Callverso is now a wholly owned subsidiary of AudioCodes, and...

Nov. 8, 2021 – Everbridge, a provider of Enhanced 9-1-1 (E911) management solutions, announced it will support Cisco’s recently announced Nomadic 911 capability to ensure accurate location tracking and 911 call routing for the Webex app, per terms of a newly extended partnership. Everbridge acquired...

Nov. 10, 2021 – Pexip, a provider of video communications applications and services, is acquiring Skedify, a provider of a customer engagement platform that enables easy scheduling of video and in-person meetings. Pexip notes that the acquisition will enable it to deliver improved solutions focused...

Nov. 9, 2021 – In a joint announcement, RingCentral and Mitel revealed that they have forged a strategic unified communications-as-a-service (UCaaS) partnership that allows for delivery of RingCentral’s cloud messaging, video, and voice services to Mitel’s sprawling base of on-premises PBX customers, numbered at 35...

Audio and video devices can improve the remote working experience – so long as buyers know what to look for before provisioning. In an effort to improve the voice and video experience for remote workers, a number of vendors including Cisco, Jabra, Logitech, Microsoft, Neat, and...