UCStrategies.com – Recent Articles by Blair Pleasant

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.
Posted: September 12, 2017, 7:01 am
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.
Posted: September 12, 2017, 7:01 am
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.
Posted: August 11, 2017, 7:01 am
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.
Posted: July 31, 2017, 7:01 am

 

NoJitter.com – Recent Articles by Blair Pleasant

As one surgery management company has learned, integrating UC and cloud contact center solutions can lead to improved experiences for agents and customers.
Posted: September 12, 2017, 6:30 am
Recent study finds need for productivity gains is strongest driver of workstyle change.
Posted: July 25, 2017, 7:30 am
Rolls out new iOS-focused endpoint management support and a dedicated Apple practice.
Posted: June 13, 2017, 7:55 am
The communications providers essentially forcing customers to move to the cloud model are being shortsighted.
Posted: June 6, 2017, 7:02 am
Whether APIs accompany CPaaS or not, they're hot commodities, as a slew of vendor briefings at Enterprise Connect made clear.
Posted: April 18, 2017, 7:00 am
Last month saw ALE, Avaya, NEC, and CafeX share their latest on enterprise communications and beyond.
Posted: March 1, 2017, 6:30 am
Keeping myself honest on the hopes and predictions I laid out a year ago
Posted: January 17, 2017, 7:00 am
We’re starting to see a new Avaya as it evolves from technology-centric to a user experience focus.
Posted: December 21, 2016, 12:41 pm
In this age of disruption, and with the rise of CPaaS and APIs, developers are taking on increased responsibilities and importance in the enterprise.
Posted: December 6, 2016, 6:30 am
Why this Bob Dylan classic is apropos for the revolution in customer experience happening today
Posted: November 2, 2016, 7:06 am
What commonalities do and don't exist between the U.S. election process and the unified communications and collaboration space.
Posted: September 27, 2016, 6:44 am
The cloud's rise and changing market landscape have created uncertainty for many UC&C vendors and their enterprise customers and channel partners.
Posted: August 16, 2016, 8:54 am
You need to have the right people, with the right tools and technologies to be effective, and the right processes to be efficient and productive.
Posted: July 12, 2016, 12:54 pm
From APIs and SDKs to CPaaS, communications integration is the name of the game.
Posted: May 25, 2016, 9:48 am
While Art had vision and foresight, it was his passion and energy that most of us remember.
Posted: April 19, 2016, 1:00 pm
Dimension Data recently shared results of its first-ever Connected Enterprise report. Here's an overview.
Posted: April 11, 2016, 8:57 am
Join me for my conference sessions and get tips and best-practices advice on two of the hottest enterprise communications topics: cloud communications and how to optimize tools use.
Posted: February 23, 2016, 7:02 am
From a slew of cloud-related acquisitions to a boost in business application integration, here are a few items on my mind for this year.
Posted: January 19, 2016, 6:30 am
Themes such as user adoption, enterprise mobility, cloud communications, and the business communications mandate surfaced at UCStrategies' recent annual summit.
Posted: December 1, 2015, 6:11 am
The communications, collaboration, and social silos are starting to crumble, opening the opportunity for integrated suites that better serve worker needs.
Posted: October 27, 2015, 6:30 am