Channels that will transform the contact centre — and the customer experience — include virtual assistants, proactive automation, web chat, instant messaging and mobile applications. Here’s a preview of what’s to come in the next five years.
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As the technology matures beyond voice, messaging and conferencing, UC&C solutions will incorporate new technologies such as AI, IoT and SDN to offer entirely new capabilities. We talk to Robert Arnold, a principal analyst at Frost & Sullivan, about his latest research.
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Mobile phones are poised to become the go-to device for unified communications and collaboration in the next few years, according to a new survey. As we enter the era of 5G, there’s no better time to start planning for mobile UC&C.
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expertIP sits down with Robert Hamer, who leads Allstream’s Unified Communications Strategic Product Group (SPG), to talk about trends in UC, how Allstream is innovating in this space and what customers can expect in the months to come.
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But stumbling blocks can still crop up when organizations adopt any technology. Here are potential speed bumps to be aware of — and prepare for — on the road to UCaaS.
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If the thought of meeting with holographic colleagues in a virtual boardroom to collaborate on a project sounds like the stuff of sci-fi movies, that is, in fact, where we’re heading — and the technology isn’t light years away. Get ready for the emerging world of UC&C VR.
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Artificial intelligence is already changing the way UC&C contact centre applications work today. But industry experts say it has far greater potential to streamline collaboration, reduce unnecessary clutter and proactively find solutions to common employee problems.
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Unified communications-as-a-service is now a viable alternative for many enterprise deployments, according to the research firm — but not all. Here’s how to determine if an on-premise or cloud-based solution is best for your organization.
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IT analysts say speed is the key to survival in this digital age. A new kind of communications technology — workstream communications and collaboration — purportedly helps businesses facilitate agility and stay competitive. But is it for you?
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Email is inherently inefficient and insecure; there are better, more focused ways for teams to communicate. So why are so many organizations afraid to move away from email?
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More than 1,500 IT pros made their way to the Toronto Congress Centre last week for Cisco Connect — Cisco Canada’s flagship ICT event that offers in-depth education and training sessions, insight into the latest technologies and industry networking opportunities.
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There are few true enterprise-grade deployments of unified communications on mobile devices. Here’s why mobile UC hasn’t gained more traction, what challenges are being overcome and why it might be time to reconsider.
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Cloud, on-premise or hybrid? A new infographic can help IT decision-makers choose the right model for their organization’s collaboration requirements.
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More enterprises are buying into cloud for UC, according to a survey from Nemertes Research. But if you don’t sell it to staff, workers won’t get enough training on the technology, they won’t use it and you’ll end up with weak ROI numbers at your next IT budget review.
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A shift toward cloud services and the adoption of advanced analytics tools will help build a use-case for unified communications that hadn’t existed previously, according to one analyst.
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Senior VP of collaboration Rowan Trollope addresses the UX pain paints of UC&C and how Cisco is re-jigging its entire approach to the user experience with its new UCaaS platform.
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Employees didn’t have an outlet for their unified communications and collaboration frustrations — until now. Don’t let these complaints happen to you.
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A recent report from Forrester Research suggests the future of collaboration involves taking UC to a new level — to something called CACC.
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Mobile is driving enterprise video collaboration, but IT departments need to assess what their firm’s needs will be. Here’s a starting point
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Don’t settle for a one-size-fits all deployment. The session initiation protocol offers alternative paths for data to travel
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A new report suggest WebRTC could be far more complimentary than previously believed. How IT departments should start thinking about their approach to collaboration
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A 1.5-minute clip shows the basics of outlining a professional background in running critical parts of enterprise IT. But there is always room for improvement
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The FIS Consumer Banking PACE Index says institutions here are doing a good job across various touchpoint, but shifting demographics could add a new wrinkle
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The Cloud Best Practice Network has created a document to help more organizations make better use of cloud computing in the enterprise
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Startups and other disruptive forces are making it more difficult for the hospitality industry to compete, but unified communications-as-a-service could help
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