Ask the Experts

Ask the Experts

• 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

• How do I troubleshoot SIP configurations to solve service issues?

  When your SIP service isn't connecting properly, process of elimination will help you determine if the issue lies in your configuration or elsewhere on the network.  Continue Reading

• What potential chatbot security threats could AI introduce?

  New chatbot AI technology comes with potential security risks. UC expert Jon Arnold explains what to be aware of when deploying new AI-based voice technology.  Continue Reading

• 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

• 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

• When do I need to use QoS for VoIP bandwidth support?

  Is your call quality suffering? Network bandwidth may be growing, but demands on it are, too. Here's what you need to know to use QoS to help solve VoIP call issues.  Continue Reading

• How to troubleshoot VoIP call quality issues

  Issues with VoIP calls can bring business to a halt, or at least cause headaches and undermine productivity. Learn how to troubleshoot VoIP issues effectively.  Continue Reading

• 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

• Should you use CPaaS vendors or develop communications in-house?

  While some organizations prefer to develop communications capabilities in-house, deploying vendors' communications APIs offers benefits. Two factors can influence the best approach.  Continue Reading

• 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

• 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

• 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

• 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

• 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

• How do you train an AI service for collaboration?

  Organizations looking to improve communication efficiency can train AI to automate collaboration workflows, launch meetings and transcribe conversations.  Continue Reading

• 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

• 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

• What are the security threats when working with CPaaS vendors?

  Four security vulnerabilities should be top of mind as you move into real-time communication with APIs. Expert Tsahi Levent-Levi explains how to approach real-time communication security.  Continue Reading

• How do you monitor performance of communication APIs?

  Measuring API performance depends on whether the API is provided by a vendor or developed in-house. API expert Tsahi Levent-Levi offers steps to monitor APIs.  Continue Reading

• How will speech technologies integrate with UC apps?

  Analyst Jon Arnold examines use cases for speech technologies in the enterprise and explains how UC vendors expect to add speech tools to their platforms.  Continue Reading

• What are the steps to ensure SIP implementation success?

  A robust strategy and several steps are needed to deploy SIP successfully. Networking expert Carrie Higbie Goetz explains the pieces that comprise a SIP strategy, from creating an RFI to documentation.  Continue Reading

• 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

• 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

• 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

• 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

• What's driving the adoption of WebRTC services today?

  WebRTC adoption is influenced by the ecosystem around the technology, including browser support and commercial products. Emerging technologies could also affect future deployments.  Continue Reading

• How do you build a disaster recovery communications plan?

  Maintaining voice communications is vital to disaster recovery. Networking expert Carrie Higbie Goetz explains how to build a disaster recovery communications plan.  Continue Reading

• How should enterprises deploy group collaboration software?

  Multiple communication platforms will make collaboration management difficult for IT. Overall efficiency will be reduced with too many different apps in one enterprise.  Continue Reading

• How to configure VoIP on a network

  VoIP configuration requires significant preplanning to meet the requirements of voice traffic. Learn the steps to take when configuring VoIP on your network.  Continue Reading

• How do you manage enterprise video communications performance?

  Enterprise video performance is vulnerable to latency and packet loss. Organizations must address three key areas in video communications to prevent issues that could impede performance.  Continue Reading

• How do enterprise collaboration services affect mobile traffic?

  The growing use of collaboration apps is putting pressure on the business mobile network. Learn how to support collaboration on both mobile and Wi-Fi networks.  Continue Reading

• How do you evaluate SIP services?

  Learn how to prepare your organization for a SIP deployment through a clearly defined evaluation of your organization's network requirements and business goals.  Continue Reading

• How do you get started with contact-center AI?

  Creating an AI project for the contact center means defining the business problem AI should solve and finding the right developer to make the project a reality.  Continue Reading

• Is UC or CPaaS better for mobile communication and collaboration?

  Organizations can choose between CPaaS and UC for mobile communications apps. The internal and external communications needs of employees will determine which approach to take.  Continue Reading

• What are benefits of Microsoft Teams collaboration for call centers?

  Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option.  Continue Reading

• How do you measure collaboration ROI?

  Measuring collaboration return on investment in a unified communications setting involves benchmarking employee application usage before and after deployment.  Continue Reading

• 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

• Does an API deployment only involve developers?

  API development requires not only programmers and developers, but the business insight of legacy IT. Learn why employees with legacy backgrounds are vital to an API strategy.  Continue Reading

• How do huddle rooms fit in video conferencing strategies?

  Huddle room video conferencing is more than setting up a webcam and speakerphone in a small room. Learn why huddle rooms should be part of your collaboration strategy.  Continue Reading

• How do APIs affect enterprise communications systems?

  Communications APIs can change how organizations use their communications infrastructure. API expert Tsahi Levent-Levi explains the two ways APIs reshape enterprise telephony.  Continue Reading

• How do you choose between on-premises or cloud-based video?

  Organizations need to consider several factors when debating using on-premises or cloud video conferencing. Learn how to evaluate the deployment options for enterprise video.  Continue Reading

• What are practical applications of contact-center analytics?

  Analytics can be vital to optimize contact-center and agent performance. UC expert Jon Arnold explains two analytics use cases and the key metrics to measure in the contact center.  Continue Reading

• How do you evaluate CPaaS vendors?

  Four attributes are necessary to examine providers in the CPaaS market. Find the right offering for your organization's communications and workflow needs.  Continue Reading

• 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

• What are some trending and emerging API use cases?

  Communication APIs offer a wide range of uses for enterprises. Discover some of the leading and emerging use cases for organizations today.  Continue Reading

• 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

• UCaaS vs. CPaaS: Which supports external communications better?

  While UCaaS has its benefits for internal communications, CPaaS takes the lead for external communications. CPaaS expert Tsahi Levent-Levi breaks down the UCaaS vs. CPaaS debate.  Continue Reading

• How should companies evaluate team collaboration apps?

  Team collaboration isn't one-size-fits-all. Distinct user needs must be considered when creating a collaboration assessment to find the best team collaboration apps for your users.  Continue Reading

• What are the requirements for E911 services for VoIP providers?

  VoIP service providers have specific guidelines to meet to ensure E911 services are properly configured and meet regulatory standards. Learn how to maintain E911 compliance.  Continue Reading

• How can organizations add mobile communications components with CPaaS?

  Embedding mobile communications into an app isn't as straightforward as deploying CPaaS. When enterprises integrate communications, two scenarios can affect their strategies.  Continue Reading

• Will customer service chatbots replace contact-center agents?

  The advent of AI and chatbots for customer service does not signal the end of contact-center agents. Learn why agents and chatbots can work together to create better customer service.  Continue Reading

• How do you prepare to manage a hybrid UC environment?

  Managing hybrid unified communications can be tricky. Follow these steps to prepare your organization and IT team for the challenges of managing a hybrid environment.  Continue Reading

• What tools are necessary for UC network diagnostics?

  When UC apps -- such as voice and video -- create network disruptions, organizations should know what network diagnostic tools are needed to resolve issues.  Continue Reading

• Do organizations need to manage communication APIs?

  While organizations are not heavily involved in managing APIs, they should note three important roles that emerge when deploying communication APIs across the enterprise.  Continue Reading

• 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

• What's the advantage of video in a team collaboration app?

  While messaging has its benefits, employees sometimes need to elevate their conversations to a video collaboration session. Determine how video fits in your UC strategy.  Continue Reading

• How could 5G technology improve mobile UC services?

  The next generation of wireless broadband, 5G, promises faster speeds and better coverage than current wireless technology. New mobile UC features could arise from 5G technology.  Continue Reading

• How does WebRTC deliver contextual communication?

  WebRTC can offer businesses contextual information when communicating inside and outside their organizations. Learn how WebRTC communication provides context for users.  Continue Reading

• What effect does an API ecosystem have on the network?

  While an API deployment may seem like a small task, it can have a major effect on the network. IT groups should work with business units to monitor network traffic.  Continue Reading

• How will AI tools affect the future of contact centers?

  While artificial intelligence and chatbots are finding their way into contact centers, the industry has yet to feel the full effect of AI tools, according to one analyst.  Continue Reading

• How do you write an RFP for cloud UC?

  Preparing a request-for-proposal document for potential UC cloud services requires several elements. Learn how to write an RFP for cloud UC to meet your organization's needs.  Continue Reading

• Do embedded communications require CPaaS or WebRTC?

  When deploying embedded communications, some enterprises might consider CPaaS or WebRTC support. But one expert explains why CPaaS and WebRTC should not be compared.  Continue Reading

• How do Google business collaboration tools compare with Office 365?

  Google's enterprise collaboration suite offers organizations an array of cloud collaboration tools. But it faces tough competition from the market leader, Microsoft Office 365.  Continue Reading

• What lesser-known WebRTC use cases can organizations leverage?

  While many organizations use WebRTC for voice and video calls, enterprises can take advantage of the technology in other ways. Learn about some lesser-known WebRTC use cases.  Continue Reading

• 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

• How do you ensure adoption of an enterprise communications platform?

  UC adoption is not always easy. IT departments must involve users and understand their collaboration needs to ensure adoption of an enterprise communications platform.  Continue Reading

• How should enterprises conduct an API assessment?

  Before deploying a communications API, organizations must carefully assess their options. Learn about two red flags that could indicate poor API design.  Continue Reading

• How does SD-WAN support video conferencing requirements?

  Video quality can suffer if the network can't meet its high bandwidth needs. Networking expert Carrie Higbie Goetz explains how SD-WAN supports video conferencing requirements.  Continue Reading

• Is team chat the evolution of business social software?

  As a younger generation of workers favors messaging-based communication, team chat apps have emerged to fit the changing needs for business social software.  Continue Reading

• Does your unified communications platform need an upgrade?

  When a unified communications platform lacks up-to-date functionalities or reaches its end of life, enterprises need to research other vendors and products to upgrade UC systems.  Continue Reading

• Do SIP trunking services need disaster recovery planning?

  Don't forget about SIP trunking services during your disaster recovery planning process. Networking expert Michael Brandenburg explains SIP trunking setups for disaster recovery.  Continue Reading

• How do you choose between public and private cloud video conferencing?

  Organizations looking to move video conferencing to the cloud should evaluate deployment options carefully. Learn the pros and cons of public and private cloud video.  Continue Reading

• How do you evaluate vendor API offerings?

  Evaluating the offerings of API vendors goes beyond the technology. Tsahi Levent-Levi offers some tips on taking a holistic approach toward vendor APIs.  Continue Reading

• How do you approach hybrid cloud unified communications?

  Hybrid cloud has become a popular option for organizations that want to maintain control over their UC environment. Learn how to make the most of hybrid cloud unified communications.  Continue Reading

• What's the best way to approach a hybrid UC rollout?

  Before launching hybrid services for UC, make sure your organization is prepared. Learn how to evaluate your organization's needs and potential providers.  Continue Reading

• Why aren't more enterprises using WebRTC?

  WebRTC support -- and a lack thereof -- has a major effect on the understanding of the technology. Learn why some aren't using WebRTC and its alternative options.  Continue Reading

• How does Skype for Business telephony stack up as a PBX replacement?

  Learn the benefits and tradeoffs of deploying Skype for Business as a cloud-based telephony service instead of a traditional, on-premises PBX service.  Continue Reading

• How do cloud subscription models differ for UC platforms?

  Organizations that want to deploy UC cloud services like UCaaS and CPaaS must understand how cloud subscription models differ in terms of price and functionality.  Continue Reading

• What's the best way to approach WebRTC development?

  Once an organization has found a use case for a WebRTC service, it must evaluate a specific and long list of requirements before attempting a WebRTC development.  Continue Reading

• Maintaining voice quality in Skype for Business telephony

  Managing and maintaining high call quality for Skype for Business telephony requires understanding the elements of PSTN quality requirements, including which metrics to watch and manage.  Continue Reading

• What collaboration features are essential for my organization?

  When evaluating team collaboration apps, organizations must determine which features are required for their users. Expert Jon Arnold offers advice on evaluating collaboration features.  Continue Reading

• How do WebRTC services fit in a UC infrastructure?

  WebRTC services can supplement your UC architecture and real-time collaboration strategy. Discover the benefits of deploying WebRTC to simplify communications.  Continue Reading

• How can organizations improve VoIP quality of service?

  While VoIP services are growing in popularity, issues with reliability and quality of calls remain. Learn what organizations can do to maintain and improve VoIP quality of service.  Continue Reading

• How do I buy bandwidth for my organization?

  Learn about the various bandwidth services organizations can purchase to support their business apps and how they can effectively manage their bandwidth.  Continue Reading

• How has the WebRTC codec clash affected adoption?

  WebRTC expert Tsahi Levent-Levi explains how video codec discord has affected WebRTC adoption. Take a closer look at why a vendor or organization wouldn't adopt the technology.  Continue Reading

• How should mobile-first apps fit in our UC strategy?

  Mobile-first collaboration is a vital part of a UC strategy. Industry expert Jon Arnold explains why organizations must prioritize mobile collaboration for their employees.  Continue Reading

• How do WebRTC, APIs and analytics affect contextual communication?

  Unified communications is seeing a trend toward contextual communication. Expert Tsahi Levent-Levi explains the influence of WebRTC, APIs and analytics on this latest movement.  Continue Reading

• What are best practices for managing WebRTC services?

  Keep your WebRTC voice and video deployment up to date to make sure employees don't experience service disruptions. Tsahi Levent-Levi offers best practices to manage WebRTC.  Continue Reading

• How can you support current and future video infrastructure needs?

  Organizations must ensure their networks can support employees' current and future video collaboration needs. Learn how to evaluate your network's ability to support video traffic.  Continue Reading

• Should our video strategy be built by lines of business?

  When enterprises make technology buying decisions, employees now wield more power. Learn how lines of business can play a central role in developing an enterprise video conferencing strategy.  Continue Reading

• How does a UC cloud-based architecture benefit from SBC services?

  A UC cloud-based architecture has similar network needs as on-premises systems. Networking expert Carrie Higbie Goetz explains why SBC services are necessary in a cloud environment.  Continue Reading

• What collaboration software tools are right for my organization?

  The collaboration software market has become quite crowded. UC expert Jon Arnold explains how organizations can cut through the noise and find the tools that meet their needs.  Continue Reading

• Which network monitoring software manages real-time UC traffic?

  Network monitoring software helps organizations manage the demanding real-time traffic of UC apps. Networking expert Carrie Higbie explains how to select the right software.  Continue Reading

• Should we consider Metro Ethernet services to run SIP trunks?

  Organizations looking for the best way to deploy SIP trunks can look to their Carrier Ethernet. Michael Brandenburg explains the benefits of SIP Metro Ethernet services.  Continue Reading

• Is Skype for Business telephony compatible with my desk phones?

  Telephony expert Jon Arnold explains how large and small organizations can evaluate the compatibility of their desk phones with a Skype for Business telephony deployment.  Continue Reading

• What is a WebRTC server and how does it connect calls?

  A WebRTC server usually refers to a few different types of back-end servers, like signaling and media servers, that help connect browser-based communications.  Continue Reading

• How will WebRTC development evolve in the coming year?

  WebRTC development is expected to see significant progress, including new media flows and video codec support. Check out these six key areas that should see noteworthy upgrades.  Continue Reading

• What are the benefits of SD-WAN for UC?

  SD-WAN can help organizations meet UC's bandwidth needs. Networking expert Carrie Higbie explains the benefits of SD-WAN in improving network efficiency for better UC performance.  Continue Reading

• How can I use an online whiteboard in my business?

  Online whiteboards can be used for much more than basic note taking. UC expert Jon Arnold explains why whiteboard collaboration is vital to virtual meetings.  Continue Reading

• What are the security risks of a WebRTC implementation?

  WebRTC security involves two layers: the browser and the developer. When adopting WebRTC, enterprises need to consider the different security measures and implications in place.  Continue Reading