UCStrategies.com – Recent Articles by Blair Pleasant
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.
Posted: April 10, 2017, 7:01 am
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.
Posted: April 10, 2017, 7:01 am
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.
Posted: April 5, 2017, 7:01 am
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
Posted: March 24, 2017, 7:01 am
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.
Posted: March 17, 2017, 7:01 am
I recently had the opportunity to speak with Callan Schebella, CEO of Inference Solutions. Inference Solutions started as spinoff from Telstra Research Laboratories in Australia, which is one of the world’s largest carriers. Inference delivers cloud-based IVR and call handling solutions for carriers and service providers. In this interview, Callan and I discuss the challenges facing multi-location businesses, what carriers and service providers who serve these businesses should be thinking about and considering when it comes to cloud-based IVR and call handling solutions, and why it’s important to have the right cloud architecture.
Posted: March 6, 2017, 8:01 am
At its first analyst conference, CaféX showed how it’s helping companies “transform the customer experience.” CaféX sees collaboration becoming contextual and core to the business, and integrated with business tools and workflows in order to drive employee productivity and customer engagement.
Posted: February 28, 2017, 8:01 am
At the NEC 2017 Global Analyst Meeting in Dallas, it was refreshing to hear a global company like NEC focus on providing value to society, not just shareholders. NEC’s vision is “Orchestrating a brighter world,” which involves solutions for its key vertical markets: state and local government, federal government, retail, hospitality, education, and healthcare.
Posted: February 27, 2017, 8:01 am
At the Avaya Engage event in Las Vegas, Zang General Manager Mo Nezarati met with Blair Pleasant to provide an update on Zang, and the new Zang CPaaS offering, Zang Workflows, Zang Office, and Zang Spaces.
Posted: February 24, 2017, 8:01 am
NoJitter.com – Recent Articles by Blair Pleasant
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
The traditional way of working is long gone -- and training is needed to help users understand how UCC fits into that.
Posted: August 11, 2015, 6:25 am
Collaborative communications is highly promising, but don't expect to see a critical mass of integrated applications or customer adoption for some time.
Posted: June 30, 2015, 7:19 am
The cloud is about so much more than a way for vendors to get more money from customers for essentially the same products.
Posted: May 19, 2015, 6:00 am
As UCC solutions mature, conversations turn away from the tools themselves and toward what really matters most -- the user experience.
Posted: March 31, 2015, 5:24 am