Implementing Unified Communications Systems
- 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.
- September 28, 2017
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
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
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
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.