The Sky's the Limit for Avaya: Firm boasts 4,400 CCaaS, UCaaS, and CPaaS patents
Determined to further drive innovation in the contact center space, Avaya recently acquired its 600th patent in Avaya's range of contact center solutions. Th...
Moshe Beauford · 4 Feb 2021
Twilio - WhatsApp Partnership to Enhance Developer Experience
Twilio already has a robust set of messaging APIs for those in North America who rely on the use of SMS. For those everywhere else in the world, Twilio has p...
Moshe Beauford · 14 Dec 2020
AWS re:Invent 2020: Machine Learning is the Future of Contact Center
For 14 years, Amazon Web Services has dominated the cloud market, the pandemic has only accelerated that notion. That's clear from the numbers, as AWS today ...
Moshe Beauford · 4 Dec 2020
Dreamforce: Salesforce Takes on Contact Center and Automation
Salesforce is already a global leader in CRM technology and the new proud owner of Slack, with the two recently wrapping up a deal worth almost $28 billion. ...
Moshe Beauford · 2 Dec 2020
Talking AI Contact Centre Automation with Vonage
The contact centre space has proven to benefit a great deal from artificial intelligence, enhancing the customer and agent experience through intelligent aut...
Moshe Beauford · 2 Dec 2020
The Increasing Demand for Telecoms During a Pandemic
"The demand for telecommunications services during the COVID-19 pandemic, for both business continuity and personal reasons, has never been greater." This is...
Moshe Beauford · 27 Nov 2020
Call and Contact Centre Expo Virtual Roundup
Touted as Europe’s leading call and contact centre event, the Call and Contact Centre Expo, has gone virtual in 2020. Over the span of two days, November 10-...
Moshe Beauford · 12 Nov 2020
Krisp Wins $10,000 for Charity at Talkdesk Digital Showdown
Cloud contact center developer Talkdesk recently hosted a virtual version of its Talkdesk Showdown event. The contest featured nine (ten if you include Talkd...
Moshe Beauford · 10 Nov 2020
What Did You Miss at ICMI Contact Centre Expo 2020?
This year was the first-ever virtual ICMI (International Customer Management Institute) Contact Center Expo, with tons of speakers to grace the virtual stage...
Moshe Beauford · 23 Oct 2020
Cyara on Customer Experience in the COVID-19 Era
Dennis Reno, SVP Customer Experience, Cyara , and I recently sat down to discuss the impact that COVID-19 has had on the customer service industry. Because o...
Moshe Beauford · 22 Oct 2020
Mondago Takes Top Prize at Cloud Comms Summit Shark Tank
UC Today caught up with Lee Mansell, Head of Product Management, Mondago Ltd, who told us about the company's recent attendance at Cavell Group's Digital Cloud Comms Summit 2020
Moshe Beauford · 21 Oct 2020
VOICE Summit 2020, Virtual Edition Roundup
Held this year, Oct. 5-15, 2020's virtual lineup included several sessions meant to engage attendees, as well as plenty of insightful keynotes. Even though t...
Moshe Beauford · 16 Oct 2020
Introducing the New Spearline Voice Assure
I recently sat down with Brian Mullins, Software Engineer, Spearline , who told me about two of the company's products that recently received a makeover. He ...
Moshe Beauford · 7 Oct 2020
What Happened at Cyara Xchange 2020 Virtual Summit?
Cyara, provider of the automated CX assurance platforms recently wrapped up the company's annual summit, Cyara Xchange 2020. This year's virtual event took p...
Moshe Beauford · 18 Sept 2020
What Did You Miss at NICE Interactions Live 2020?
NICE Interactions Live was one of the biggest customer experience virtual events of the year. Not only because they wrote that it was in the press release th...
Moshe Beauford · 18 Sept 2020
AWS Launches Contact Center Intelligence Bundle
Amazon Web Services, one of the world's leading providers of cloud computing and communications solutions, in conjunction with its army of partners across th...
Moshe Beauford · 21 Aug 2020
Five9: Record-Breaking Q2 was Fueled by COVID-19
Cloud contact center provider Five9 recently reported a record-breaking second-quarter. The company's up 29 percent, resulting in $99.8 million in revenue. I...
Moshe Beauford · 18 Aug 2020
Meeting Insights, Taking Productivity to the Next Level
For much of AudioCodes' 30-year history in the enterprise communications business, the company's demonstrated the power of innovation in the space
Moshe Beauford · 14 Aug 2020
Verizon Taps Google Cloud AI to Enhance CCX
Google has plans for telecom providers, to help them enhance CX via artificial intelligence, and Verizon recently said it would pilot Google Contact Center A...
Moshe Beauford · 10 Aug 2020
COVID-19's Given a Big Boost to Cloud Migration
Gartner forecasts revenue from 2020 cloud computing to exceed $266 billion. AWS has led the market for over a decade, but the pandemic's created a rise in other tech firms joining AWS in increased cloud adoption
Moshe Beauford · 7 Aug 2020
Talkdesk Raises $143 Million in Series C Funding Round
San Francisco-based cloud contact center provider Talkdesk recently announced that it raised an additional $143 million in funds in a Series C funding round....
Moshe Beauford · 6 Aug 2020
Navigating Amazon Connect in the COVID-19 Era
Pasquale DeMaio, Head of Amazon Connect , recently sat down with me for an exclusive interview. He shared a lot about how new Amazon Connect customers now ex...
Moshe Beauford · 21 Jul 2020
Genesys Selects AWS as Preferred Cloud Partner
Amazon Web Services recently announced that contact center provider Genesys picked AWS as its preferred cloud provider. This means Genesys Cloud, the company...
Moshe Beauford · 6 Jul 2020
Five9 is Beefing up its Global Presence, Big Time
Last year Anand Chandrasekaran took over the role of Executive Vice President of Product Management, Five9 . Before working at Five9, Chandrasekaran spent ti...
Moshe Beauford · 2 Jul 2020
Google Cloud Snags Salesforce and SAP Execs
Soon-to-be former Salesforce Senior Vice President, General Manager Industry Sales, Pip White's set to own Google Cloud's Sales efforts in the UK and Ireland...
Moshe Beauford · 29 Jun 2020
Vonage: Don't Compromise Security, Use WebRTC
We sat down with Omar Javaid, President, API Platform Group, Vonage, in the company's very-own virtual meeting space, Vonage Meetings, a platform jam-packed with collaboration features
Moshe Beauford · 26 Jun 2020
WebRTC - the Future of Reliable Remote Working
Managers sat an arm's length away from agents and could step in when needed. The bedrock of this foundation was shaken up by the novel Coronavirus
Moshe Beauford · 26 Jun 2020
Facial Recognition is Flawed, Let's Face It
Companies across the globe are scrambling to clean up, in some cases, racist brand names, and technologies that are biased toward Black and Brown people as w...
Moshe Beauford · 22 Jun 2020
Vonage Extends Reach with ServiceNow Integration
Global business cloud communications leader Vonage recently announced the expansion of its Vonage Contact Center. The company now extends integration with Se...
Moshe Beauford · 29 May 2020
Were Service Providers Ready for COVID-19?
End-users expect quality voice calls, minimal-to-no interruptions, and for the most part, they want to have a similar experience as they would in the office....
Moshe Beauford · 29 May 2020
Mondago Launches Go Integrator for Webex Calling
Mondago's on a quest, so it seems. A quest to release some of the most useful features and integrations that cater to the specific needs of companies
Moshe Beauford · 29 May 2020
Zoom & Genesys Partner to Enhance Collaboration Experiences
Genesys, the cloud contact center leader is the first to integrate with both Zoom Phone and Zoom Meetings
Moshe Beauford · 28 May 2020
Talkdesk Opentalk 2020 Virtual Round Up
In light of recent world events, Talkdesk shifted its normally in-person event 'Opentalk' to a free, digital conference which began on May 6, 2020. Event att...
Moshe Beauford · 7 May 2020
Five9 Reports Q1 Earnings, Partners with Zoom, AT&T
Cloud contact center giant Five9, is today, reporting revenue growth of 28 percent. The company told me in a statement, it's brought in a record $95 million,...
Moshe Beauford · 6 May 2020
AI Making Newfound Homeworkers More Productive
Five9 is known for its contact center solutions across the globe as well as its advanced AI solutions for contact centers, so I sat down with Five9 CTO, and ...
Moshe Beauford · 5 May 2020
Connectivity is Chief as Remote Work Becomes Norm
Kevin Buckley,Co-Founder and CEO, Spearline, sat down with me for an exclusive interview about the new reality concerning the state of remote work
Moshe Beauford · 29 Apr 2020
Google Cloud Launches Rapid-Deploy Chatbot
In response to COVID-19, Google Cloud announced last week that it had launched a new rapid-deploy chatbot for organizations dealing with an influx of around ...
Moshe Beauford · 16 Apr 2020
Google Introduces Dialogflow Mega Agents
Google Cloud recently announced a series of updates to Dialogflow, a development platform that streamlines the process of building chatbots and interactive v...
Moshe Beauford · 1 Apr 2020
Mondago Launches 'Go Integrator' Chrome Extension
Mondago's desktop client has long been its flagship software and has several forward-thinking functionalities, including call control
Moshe Beauford · 1 Apr 2020
Cisco Launches Speedy-Deploy Contact Center
In response to COVID-19, Cisco said it recently launched a quickly deployable 'work from home' contact center solution to accommodate the millions of agents ...
Moshe Beauford · 25 Mar 2020
Speechmatics: Voice Data Could Transform Contact Centers
For as long as Ian Firth, VP Products, Speechmatics can remember, voice has defined telephony. Since the introduction of Voice Over Internet Protocol (VoIP),...
Moshe Beauford · 25 Mar 2020
APIs Can Help Bring Omni-Channel to 'the Edge'
Allowing customers to directly call or text a business when searching the web, reading an email, and letting potential customers connect with your enterprise...
Moshe Beauford · 17 Mar 2020
Calabrio ONE Launches Twilio Flex Integration
Customer experience intelligence company Calabrio has an AI-driven analytics platform that works to uncover customer behavior and sentiment for contact cente...
Moshe Beauford · 16 Mar 2020
How to Detect Blind Spots in Telecoms Networks
According to Liam Dunne, Chief Commercial Officer (CCO), Spearline (pictured, above), if you run an international company with toll and toll-free numbers, de...
Moshe Beauford · 13 Mar 2020
Five9 Wants to Expand Silicon Valley into Canada
In an exclusive UC Today interview, Five9 CEO, Rowan Trollope, shared the cloud contact center provider's plan regarding North American expansion and how it will keep employees safe amid rising fears of Coronavirus
Moshe Beauford · 2 Mar 2020
Speechmatics Expands Liquid Voice Partnership
Speechmatics has recently extended its partnership with interaction recording and quality monitoring company Liquid Voice to create a new insight and analytics tool
Moshe Beauford · 28 Feb 2020
APIs Help Centile Deliver Rich Analytics
Thanks to speech, text, and desktop analytics, along with predictive as well as self-service analytics, executing optimizations to CX is simpler than ever before
Moshe Beauford · 28 Feb 2020
Why is it Still Hard to Troubleshoot Voice Calls?
A decade ago, Nemertes Research Analyst, Irwin Lazar , wrote "We still hear concerns around performance management. Vendors and service providers are still c...
Moshe Beauford · 27 Feb 2020
Five9 Had a Really Good Year Last year
Yesterday, California-based cloud contact center solution provider Five9 reported its fourth-quarter earnings for 2019. According to the report, the company saw revenue rise by 28 percent in the fourth quarter of 2019
Moshe Beauford · 20 Feb 2020
Speechmatics Report Details Speech Analytics Trends
The latest poll, out by Speechmatics, reveals the sentiment of industry professionals across the UK, Europe, the US, Asia, and Australia when it comes to voi...
Moshe Beauford · 14 Feb 2020
High Latency Might Impact your Telecoms Infrastructure
Spearline has conducted millions of test calls worldwide, resulting in billions of data-points. The most popular tests the company performed last year, looke...
Moshe Beauford · 14 Feb 2020
Cisco Announces Contact Center Updates
Cisco Live is back for its second day, reporting 20,000 attendees today. After a jam-packed day of news yesterday, Live 2020's proving to be a fortress of in...
Moshe Beauford · 28 Jan 2020
What can Audio Quality Management do for Business?
Today's enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable networ...
Moshe Beauford · 8 Jan 2020
Centile: CCaaS is Ripe and Perfect for Disruption
simplest option is a SIM on our platform it's the game-changer that will any day soon become the preferred path
Moshe Beauford · 18 Dec 2019
Kakapo Systems on Optichannel Enablement
Today’s topic, is not omni-channel. It is optichannel, which Steve Tutt, Marketing Director, Kakapo Systems, says is only possible with the help of a good unified communications strategy
Moshe Beauford · 18 Dec 2019
Salesforce AWS Deal Brings Connect to the Cloud
Salesforce and Amazon recently announced the duo would update the terms of a partnership that dates back to 2016. Under the initial $400 million agreement, Salesforce opted to ride the success of AWS' robust cloud solution because it had ambitions to market its CRM solution on a more global scale
Moshe Beauford · 6 Dec 2019
Spearline: Celebrating 10 Years of CX Excellence
2019 marks ten years since Spearline developed the first-ever automated testing platform that helps contact centers and enterprises track toll-free numbers on a global scale
Moshe Beauford · 4 Dec 2019
Google Cloud Next: What IS Next for Google Cloud?
I sat down with Smita Hashim , Director , Product Management , Google Cloud, to discuss Google Cloud Next 2019. The event brought together more than 7,000 at...
Moshe Beauford · 3 Dec 2019
Speechmatics: Contact Centers Look to AI for Better CX
There's more nuance, of course, including compliance, quality management, and event reconstruction, something Speechmatics tackles with its powerful cloud-based AI solution
Moshe Beauford · 29 Nov 2019
News from Dreamforce 2019
Dreamforce is Salesforce' annual conference, drawing thousands of CX enthusiasts every year. So far, they've announced everything from strategic partnerships with Microsoft, AWS, and new applications of artificial intelligence, with Einstein Voice
Moshe Beauford · 20 Nov 2019