Technology will continue to play a huge role in allowing contact centres to operate while adjusting to the new realities of COVID-19. We look at the IT tools that will help you walk the line between moving some agents back to the office while keeping some in WFH mode.
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The evolution of unified communications offers a modular, cloud-based architecture that makes UC more mobile, flexible and scalable—and it uses APIs to bring levels of integration and convergence that we’ve never seen before. Here’s a look at what’s ahead.
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While we’ve seen unified communications move from on-prem to the cloud, this year will see further consolidation of collaboration tools with platform plays, more APIs for customization and new tech like AI that will take UC to a whole new level.
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Although consumers represent the main segment driving 5G development, we’ll see an increasing number of services aimed at enterprises next year—and an enriched unified communications and collaboration experience.
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Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.
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The disparate pieces of the UC puzzle are finally coming together as a more unified, cohesive entity for enterprise customers. Here’s what you need to know about the next evolution of unified communications.
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Maybe you aren’t using rotary phones or fax machines in your office, but when was the last time you thought about upgrading your phone system? Most businesses wait at least 10 years between system upgrades — and a lot has changed in the past decade.
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Artificial intelligence is making its way into the workplace — from the boardroom to the contact centre. Here’s how it could transform your organization.
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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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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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Some customer demographics now expect companies to interact with them via social media, SMS and online chat. This driver combined with cloud computing and UC is creating a new kind of working environment — and an even greater need for a mobile-first strategy.
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Our weekly review of the tech scene includes a museum for malware, a battle between Netflix and border-hopping VPN users, and new proposals to stop governments from building encryption backdoors into tech products.
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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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Our hand-picked stories include updates from ZK Research, Network World, SC magazine and more
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Infonetics Research created two phony companies and invited cloud unified communications firms to bid on providing services to them
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Experts from Avaya, Panasonic and Mitel join Allstream for a candid conversation on the challenges technology professionals face
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The senior vice-president and general manager of Cisco’s Collaboration Group talks about what’s wrong with unified communications in the enterprise and how IT departments can improve it
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Technology alone isn’t enough to improve employee productivity and collaboration if they use it in awkward or inappropriate ways. Follow these guidelines
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Milgram has learned an important lesson about how to properly prepare a business for technology transformation. The company’s IT infrastructure manager tells all
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VIDEO: The business case for collaboration isn’t always easy. Allstream’s Dax Nair gives IT departments the ammunition they need to work through the most common barriers to get the green light from senior management.
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If you don’t know the difference between VoIM and VoIP, the Windstream Guide to Unified Communications Lingo can help. It covers the A-Z of unified communications jargon, so you will know what your IT managers are talking about when they throw out acronyms like “UCC”, “SRTP” and...
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Unified communications and related technologies have rarely been a high-priority for CIOs, but that could be changing. An introduction to Allstream’s latest eBook.
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RADIO RECAP Allstream’s director of marketing for unified communications drops by 570News to talk about how to overcome today’s biggest communications challenges
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Hold the iPhone 5; research from Ipsos-Reid indicates Google-based devices have become the predominant choice among users. Understand the corporate considerations
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