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

In this Industry Buzz podcast, Michael Finneran hosts a conversation about Enterprise Connect 2017, with Experts Jim Burton, Blair Pleasant, Melissa Swartz, Steve Leaden, Don Van Doren, Phil Edholm, JR Simmons, Nicolas De Kouchkovsky, Dave Michels, Kevin Kieller, Roberta J. Fox, Dave Stein, David Smith and Peter Bernstein.
Zendesk is one of Amazon Web Services’ (AWS) partners that is integrating with the new AWS Connect contact center solution. In this video interview, Ryan Nichols, GM of Zendesk Talk, discusses the Zendesk integration and relationship with AWS Connect, the future of phone support, and how this integration benefits Zendesk customers.
At its analyst event in Cape Town, South Africa, Dimension Data shared information about its progress to date, and where the company is headed. The company claims to be “the leading, end to end, hybrid IT management company, across both infrastructure and applications, helping our clients to transform to digital enterprises through the use and adoption of technology.” We heard several key themes throughout the two days – a focus on business outcomes, managed services, and digital transformation.
Respecting Your Customers’ Time While Making Your Customers Happier FasterDo you respect your customers’ time? When it comes to customer service and customer engagement, does your contact center deploy technologies and solutions that reduce the time that customers wait on
In this Industry Buzz podcast, the topic is the future of collaboration and what business collaboration will look like in 2-3 years. Blair Pleasant moderates the conversation, with Experts Marty Parker, Phil Edholm, Dave Stein, Michael Finneran, Don Van Doren, Kevin Kieller, Roberta J. Fox, Steve Leaden, and Dave Smith.

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Upcoming Events and Speaking Engagements

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