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

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.
In this Industry Buzz podcast,  the UCStrategies Experts discuss Avaya's recent announcement as it moves forward to emerge from Chapter 11. Blair Pleasant moderates the conversation, and includes Experts Phil Edholm, Jim Burton, JR Simmons, Dr. Joseph Williams, Dave Michels, Marty Parker, Steve Leaden and Roberta Fox.
Last week, Microsoft announced that starting in July 2018, they will no longer support the use of Session Border Controllers (SBC) to connect third-party PBX systems to Exchange Online Unified Messaging (UM). This means that many Microsoft customers will be seeking an alternative Unified Messaging solution. AVST has long been a Microsoft technology partner, and introduced an option for businesses that will be impacted by Microsoft’s move. I spoke with Tom Minifie, CTO at AVST, to discuss Microsoft’s announcement, and how AVST intends to help organizations that will be affected.

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Upcoming Events and Speaking Engagements

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