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

I recently had the opportunity to speak with Metropolis Technologies, which offers QLive, providing an alternative way for companies to access call center capabilities “without a call center.” These capabilities can be provided to call center agents, as well as to individuals who don't necessarily work in an organization’s call center, such as sales teams, appointment schedulers, and so on. While these individuals are not necessarily call center agents, they need some of the same tools, and their managers need visibility into their performance.
Hub One is a telecom operator and integrator of mobile and tracking solutions for 4,500 enterprises of different sectors in France. By leveraging its experience in airport environments and partnering with companies like Mitel, Hub One grew beyond the airport market and expanded to other vertical markets. The company provides a range of services including telephony and unified communications (UC), mobile telephony, Wi-Fi, radio communications, and data networking, as well as traceability and enterprise mobility management with RFID, barcode, and voice recognition technologies.
Unified Communications analysts and consultants get a lot of stuff to try out. In this Industry Buzz podcast, the UCStrategies Experts discuss the phone, messaging, and UC apps they use in their every day business and personal lives. Blair Pleasant moderates the conversation, with Phil Edholm, Dr. Joseph Williams, Evan Kirstel and Steve Leaden.
As much of the Miami area was preparing for Hurricane Matthew, analysts, consultants, customers, and partners gathered at the famous FountainBleu Hotel for the Genesys G-Force event. G-Force is Genesys’ annual gathering of customers and partners, with lots of demos, announcements, and networking opportunities.
In this Industry Buzz podcast, the UCStrategies Experts discuss the recent disruption in the Contact Center industry. The Experts welcome guest Chris Vitek of WebRTC Strategies, author of this recent article on No Jitter, Communications-as-a-Feature: How Salesforce Will Replace Your ACD. Topics also include the future of the industry, is the traditional contact center going away, and the Genesys acquisition of Interactive Intelligence. Blair Pleasant, moderates the conversation, which also includes UCStrategies Experts Phil Edholm, Melissa Swartz, Michael Finneran, Don Van Doren, Steve Leaden, and Jon Arnold.

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Upcoming Events and Speaking Engagements

Enterprise Connect
Orlando, FL
March 17-20, 2014