COMMfusion LLC is an independent industry analyst and consulting firm, providing in-depth research, analysis, and consulting services to clients in the areas of Unified Communications, Collaboration, Customer Engagement, Contact Center, Social Media, and other business communication applications. Blair Pleasant, President and Principal Analyst, provides strategic consulting services aimed at helping end-user, vendor, and reseller clients both strategically and tactically. COMMfusion provides clients with a variety of services, including strategic development, product assessment, surveys and research, marketing and product positioning, white papers, vendor analysis, partner development, and more.

 

My Articles

The BCStrategies/UCStrategies team just wrapped up another successful BC Summit. Jim Burton did a great job in bringing together a group of Solution Integrators, consultants, end users, and of course, the UC Experts. During the event I had a chance to speak with several of the vendor sponsors, as well as an enterprise end-user customer. Here are some of the video interviews.
By now you’ve heard about companies that have eliminated their voicemail systems for some of their workers or locations. Rather than eliminating what can be a useful communication tool, doesn’t it make more sense to find ways to improve the voicemail experience? I recently spoke with Mutare, which specializes in messaging, mobile apps, self-service IVR, and notification systems. Mutare recently introduced SAM – Smart Assist by Mutare - which they call, “A disruptive new technology solution that replaces voicemail with a modern digital call completion solution.”
For years I’ve been talking and writing about expanding beyond the walls of the formal contact center to enable subject matter experts to assist contact center agents in order to provide first contact resolution (FCR). Thanks to UC and cloud-based contact center solutions, this is finally becoming a reality.
For years I’ve been talking and writing about expanding beyond the walls of the formal contact center to enable subject matter experts to assist contact center agents in order to provide first contact resolution (FCR). Thanks to UC and cloud-based contact center solutions, this is finally becoming a reality.

Read More

 

Upcoming Events and Speaking Engagements

Enterprise Connect
Orlando, FL
March 17-20, 2014
http://www.enterpriseconnect.com/