UC Expert Views

UC Expert Views

To help you make informed decisions about Unified Communications technologies, UCStrategies provides articles, viewpoints, and a cornucopia of information from the industry's leading analysts and consultants, chosen for expertise in their selected areas to help you better understand the dynamic UC arena.



Real-Time Resolution for the Modern Contact Center

By Blair Pleasant September 12, 2017

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.

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Related UC Vendors: Five9, Microsoft

Helping Public Safety Responders Get a Touchdown

By Blair Pleasant July 5, 2017

In February 2017, the City of Houston hosted Super Bowl® 51 at the NRG Stadium, with an estimated 1.3 million people attending the game and Super Bowl LIVE, a free event taking place for several days before game day. Harris County Public Safety Technology Services (PSTS) supported the event by providing a Public Safety LTE network at key venues over the 10 days leading up to game day, and turned to Mitel Networks and the Mitel Secure Collaboration solution for emergency service/first responders.

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Related UC Vendors: Mitel

HealthEast Turns to Mitel for Epic Results

By Blair Pleasant May 26, 2017

As the largest health care provider in St. Paul, MN, HealthEast Care System was struggling with an out-of-date contact center and communication solution. The health care organization is on a mission to enable patients and internal users to use a variety of communication channels, and to more easily access data needed to improve the interactions. As part of a larger strategy around solution delivery to its internal and external customers, HealthEast turned to Mitel for its communication needs.

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Related UC Vendors: Mitel

TATA Communications Focuses on APIs for Operations and CPaaS

By Phil Edholm March 30, 2017

Tata Communications is now focusing on the CPaaS space. In April, Tata is releasing an extended set of APIs designed to build on the existing operational APIs and extend into CPaaS. While there are many other vendors in the CPaaS space, Tata believes their scale and experience positions them uniquely for CPaaS solutions.

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Related UC Vendors: Tata Communications

Addressing Global Issues in UC as a Service

By Joseph Williams March 21, 2017

What do you really think of unified communications (UC) as a business solution? Not bad as a concept, right, but how well is UC working at global scale? UC products in the era of IP telephony have been around for more

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Related UC Vendors: Tata Communications

Inference Solutions and the Value-Add Opportunity for Carriers to Provide PCI Compliance to Business Customers

By Jon Arnold March 20, 2017

These days, retailers cannot afford to turn business away, and it’s simply bad business to stop taking payments over the phone. While online purchasing keeps gaining ground, the phone remains a vital channel for sales. PCI compliance is both complex to understand and costly to attain, but with cloud-based solutions like Inference Studio, these should no longer be viewed as reasons to sidestep the issues.

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Related UC Vendors: Inference Solutions

Why Cloud Architecture Matters for Multi-location Businesses

By Blair Pleasant March 6, 2017

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.

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Related UC Vendors: Inference Solutions

UCC – It’s a Business Thing

By Phil Edholm February 21, 2017

More and more interactions that can benefit from the new generation of collaboration and content sharing tools are not internal to the organization, but external. UC products that address internal communications can also be used for external interactions with customers, partners, suppliers, and others. However, there are significant challenges when extending an internal system to an external world.

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Related UC Vendors: AT&T

Multinationals Need to Think Globally about Skype for Business

By Joseph Williams February 14, 2017

There are three parts to a successful long-term unified communications solution, and almost no one has the depth and breadth to effectively address all three in a large multinational enterprise. First, you must have technical mastery of the UC solution. Second, you need to have the experience deploying the UC solution in today’s intricate and ever-changing corporate organizations. Third, multinational UC solutions will need to work in the complex regulatory and infrastructure regimes that exist across the globe.

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Related UC Vendors: BT, Microsoft

Ready to Bring Cloud-Based UC to Your SMB?

By AT&T February 7, 2017

At first, SMBs were cautious and on the slow side in regards to adopting UC, particularly when compared to larger enterprises. Making the jump to cloud-based UC can be a major shift, so organizations with smaller IT departments or budgets had cause to hesitate. However, UCaaS solutions typically require little in the way of up-front investment, are highly scalable, and are simple to deploy and use. As such, SMBs have found UC cloud services to be ideally suited for their needs.

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Related UC Vendors: AT&T

Future Collaboration - How the Executive Suite has Become the Change Agent for UC Deployments

By Phil Edholm January 17, 2017

We at UCStrategies have long advocated the importance of executive sponsorship for UC deployments. However, it is often a challenge to get the executive team interested in something that is often seen as a tool and is not easily linked to business results. While most executives agree that providing their employees with great tools to collaborate and work better is critical, making that a focus of the organization is often challenging. With the new UC tools, a new capability is emerging that is causing the executive suite to take notice; that is, the ability to have large conferences or broadcasts. Modality and its partner Kollective have been working with organizations both to deploy traditional UC and to enable and exploit this new capability. On February 7th and 9th, the companies will be hosting a webinar, "The Future of Collaboration - Video Communications Platforms & The Skype For Business Revolution."

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Related UC Vendors: Modality Systems, Microsoft

Putting Mobile Collaboration to Work

By Michael F. Finneran December 19, 2016

Unified communications and collaboration (UC&C) platforms have provided the basis for this transformation; however, the focus of UC&C must now move beyond the desktop. The benefit of mobilizing that capability is the ability to enable a new level of efficiency and productivity for mobile workers. The penalty for not capitalizing on these developments will be to put users at a serious disadvantage in this increasingly competitive marketplace.

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Related UC Vendors: AT&T

Is IT Collaborating on Collaboration?

By Jon Arnold December 1, 2016

There is no denying that implementing UC can be complex and can deter efforts to go down this path. However, if the business value is there, these issues can be overcome, especially since UC has multiple deployment models to choose from. Identifying that business value is a different challenge and requires IT to collaborate in ways you may not have anticipated.

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Related UC Vendors: AT&T

Skype for Business Drives Digital Transformation

By Joseph Williams November 27, 2016

Leading the digital transformations enabled by Skype for Business solutions is Microsoft partner Modality Systems. It’s important to understand the end-to-end opportunity for digital transformation that Skype for Business provides to your enterprise, and to master the nuances and complexities of these solutions. Modality also knows that enterprises need to have a deep focus on user acceptance, which means deploying a solution that stakeholders will use because it delivers a great experience that meets standards for performance, manageability, and security.

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Related UC Vendors: Modality Systems, Microsoft

Through the UC Looking Glass into the World of Collaboration

By Roberta J. Fox and Bill Elliott November 22, 2016

The growing demand within businesses for new tools to help improve productivity for both individuals and teams is driving the evolution towards the use of collaboration tools and applications that change the way we work and interact.

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Related UC Vendors: AT&T

It Matters Who You Dance With in UC

By Joseph Williams November 3, 2016

Some of these global UC deployments do go pretty well. As often as I hear about the stalls, I also hear about the successes. What makes the difference? Experience. And that experience is most likely going to come from a partner that has had success at a global scale and is able to reproduce that success.

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Related UC Vendors: AT&T

Metropolis – Providing an Alternative to the Contact Center

By Blair Pleasant October 21, 2016

I recently had the opportunity to speak with Metropolis Technologies, which offers QLive, providing an alternative way for companies to access call center capabilities “without a call center.” These capabilities can be provided to call center agents, as well as to individuals who don't necessarily work in an organization’s call center, such as sales teams, appointment schedulers, and so on. While these individuals are not necessarily call center agents, they need some of the same tools, and their managers need visibility into their performance.

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Related UC Vendors: Metropolis Technologies

Hub One Helps the Mobile Enterprise Take Off

By Blair Pleasant October 19, 2016

Hub One is a telecom operator and integrator of mobile and tracking solutions for 4,500 enterprises of different sectors in France. By leveraging its experience in airport environments and partnering with companies like Mitel, Hub One grew beyond the airport market and expanded to other vertical markets. The company provides a range of services including telephony and unified communications (UC), mobile telephony, Wi-Fi, radio communications, and data networking, as well as traceability and enterprise mobility management with RFID, barcode, and voice recognition technologies.

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Related UC Vendors: Mitel

Clarity Connect Cloud Contact Center Solution – Covering Your Premises and Cloud Options

By Marty Parker September 22, 2016

Buying, expanding or upgrading a contact center today is a major puzzle for almost any mid-sized business or large enterprise. This week, Clarity announced its new Clarity Connect cloud contact solution package aimed directly as solving this important puzzle.

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Related UC Vendors: Clarity Connect, Microsoft

When is the Right Time to Move Collaboration to the Cloud?

By Stephen Leaden September 21, 2016

If your organization requires a robust UC infrastructure capable of significant growth, little capital outlay, and quick ramp up, it is time to take a serious look at the cloud collaboration market.

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Related UC Vendors: AT&T

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