Implementing Unified Communications Systems
- September 13, 2018
Twilio has acquired startup Ytica to improve the native analytics and workforce optimization tools of its Twilio Flex cloud contact center.
- September 07, 2018
AT&T has recommitted to its partnership with RingCentral after telling customers earlier this year that it would soon stop supporting the startup's Office@Hand UCaaS platform.
- August 29, 2018
Nice inContact has enhanced the cloud contact center CXone with new analytics and quality management tools, while also expanding omnichannel support for social media.
- August 23, 2018
MiCloud Engage, an over-the-top cloud contact center, could help Mitel better compete with Avaya and Cisco in the enterprise market.
- July 27, 2018
Skype for Business 2019, released in preview this week, will extend support for on-premises unified communications deployments through at least 2023.
- July 26, 2018
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.
- July 25, 2018
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.
- July 18, 2018
The cloud delivery model has made it easier to combine unified communications and contact center technologies into a single platform, as evidenced by the release of the 8x8 X Series this week.
- June 20, 2018
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.
- May 18, 2018
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.
- May 17, 2018
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.
- April 20, 2018
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.
- April 18, 2018
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.
- March 16, 2018
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.
- February 15, 2018
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.