- 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 24, 2018
The Amazon Chime app has new dial-out and single sign-on features, but the cloud-based messaging and meetings platform still trails rivals, including Cisco Webex and Zoom.
- 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.
- August 22, 2018
Cisco has revamped the Cisco DevNet page for Webex Meetings. The development of additional Webex integrations should make the platform more attractive to businesses.
- August 17, 2018
The integration of the AI voice assistants Alexa and Cortana combines Amazon's familiarity among consumers with Microsoft's adjacency to office productivity software.
- August 15, 2018
Microsoft has released a semi-annual Skype for Business update for on-premises users that includes several bug fixes and feature enhancements for the platform's Mac client.
- August 14, 2018
SAP Concur has created a Slack bot for booking travel and reporting expenses, as Slack doubles down on an approach to team collaboration centered on third-party integrations.
- August 10, 2018
The latest Avaya earnings report shows the company is increasing cloud sales and hitting revenue targets, even as it continues to operate at a loss.
- August 09, 2018
WhatsApp business messaging is the latest social channel to enter the contact center, coming on the heels of Apple's beta release of the consumer-to-business iOS messaging service Apple Business Chat.
- August 03, 2018
Cisco and Google have committed to creating seamless integrations between Webex and the productivity apps in G Suite, which should help both vendors compete against Microsoft.
- August 02, 2018
Avaya was once again named a leader in the Gartner UC Magic Quadrant. But analysts say the vendor could struggle to add customers given the growing dominance of Microsoft and Cisco.
- August 01, 2018
This month, the 135 million Cisco Webex app users will get access to a refreshed UI, as the vendor is ramping up to support more advanced video use cases, such as augmented reality.
- July 27, 2018
Slack, which is facing more aggressive competition from Microsoft, bought Atlassian HipChat and Stride. The Atlassian-Slack deal marks the start of a strategic partnership.
- 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.