Cloud Tag

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...

Sept 27, 2021 – Talkdesk has announced Talkdesk Phone, an enterprise phone system built on its cloud contact center platform. Doing so enables Talkdesk to bring features from the CX cloud platform—such as advanced AI and automation, omnichannel routing, and integrated analytics—to all phone users...

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...

April 14, 2021 – As part of its Surface Laptop 4 announcement, Microsoft launched its own line of Teams-certified personal communications devices, including a webcam, wireless and wired headset, and USB speakerphone. These devices offer commonly available features to improve meeting and calling experiences, such...

April 7, 2021 – VOSS Solutions announced VOSS MaaS (Management as a Service), which will deliver its on-premises collaboration automation suite (described below) as a hosted service. The hosted delivery model allows for faster and easier implementation, as well as the ability to quickly add...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

Returning to the office, optimizing virtual work, and building community are some key focus areas for IT leaders in 2021. Each year Nemertes conducts a study of enterprise collaboration, gathering data from over 500 end-user organizations on what apps they are using now, what they are...

CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume. Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to...

The CFO Imperative: Leveraging UCaaS to Drive Business Transformation, Optimize Spending, and Enable Productivity in the Age of Work-From-Home This ebook provides insights into how CFOs can minimize costs, maximize productivity, and increase revenues by adopting cloud-based, integrated communications and collaboration technologies. In this ebook, we'll...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...