News

Implementing Unified Communications Systems

  • July 26, 2018 26 Jul'18

    Vendors race to adopt Google Contact Center AI

    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 25 Jul'18

    Apple Business Chat adds Cisco as partner

    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 18 Jul'18

    8x8 X Series combines UC and contact center

    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 20 Jun'18

    Avaya adds real-time speech analytics to contact centers

    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 18 May'18

    Five9, 8x8 and Dialpad accelerate push for contact center AI

    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 17 May'18

    Zendesk bundles customer support services as cloud contact center

    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 20 Apr'18

    Twilio SIM cards simplify IoT connectivity

    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 18 Apr'18

    Google Cloud speech-to-text service gets revamp

    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 16 Mar'18

    Twilio Flex provides a customizable cloud contact center platform

    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 15 Feb'18

    Enterprises given clarity on cost of cloud services

    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.

  • September 28, 2017 28 Sep'17

    Could Microsoft Teams replace Outlook and Yammer?

    For years, workers have lived in Microsoft's Outlook email as a primary communications tool. But with the emergence of Microsoft Teams, it could replace Outlook.

  • May 26, 2017 26 May'17

    Genband-Sonus merger spotlights real-time communication tools

    In UC news this week, Genband and Sonus are set to merge; Polycom and Zoom combine forces; and Genesys updates its contact-center platform with artificial intelligence tools.

  • May 19, 2017 19 May'17

    Toshiba deal reflects Mitel's UCC market strategy

    As it acquires Toshiba's unified communications assets, Mitel says it is keenly focused on the UCC market, expanding its customer base and moving organizations to the cloud.

  • May 09, 2017 09 May'17

    BroadSoft PaaS product adds to cache of cloud services

    In UC news, BroadSoft launches a PaaS product that aims to accelerate the delivery of cloud services to enterprises. Meanwhile, the Amium app targets external collaboration.

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