UCStrategies Views

UCStrategies Views

Articles from the UCStrategies.com UC experts, providing insights and analysis on UC products, events, market trends, and the state of the UC industry.



Machine Learning And Artificial Intelligence: Are My Freelance Writing Days Numbered?

By Evan Kirstel April 26, 2017

Will artificial intelligence eventually have the capacity to write articles and literary works of the future? When you come to think of it, there is a very good chance that the answers to these questions are a big YES!

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Can Amazon Connect Disrupt the Contact Center Market?

By Nicolas De Kouchkovsky April 26, 2017

Late March, Amazon made the news at Enterprise Connect, announcing a cloud contact center offer, Amazon Connect, derived from its internally developed solution. Amazon Connect follows the introduction a few weeks earlier of another communication offering, Amazon Chime, providing voice and video calling and meeting. Amazon Connect almost hijacked the event. Now that the dust has settled, let’s explore what it means to the market and its potential to disrupt it.

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The Future Of IoT, 5G And M2M In The Automotive Industry

By Evan Kirstel April 20, 2017

Although many people expect the car of the future to be a self-driving car, there is much more to the digitalization of cars. The concept of a connected car has already taken root in the minds of the experts in the automobile industry. The Internet of Things (IoT), 5G, and M2M technologies will have a profound impact on the automobile industry in the near future.

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How IoT Customer Experience Works

By Evan Kirstel April 18, 2017

The Internet of Things (IoT) refers to an ever-expanding network of connected devices. This network already has over a billion devices connected via the internet. Some of the greatest benefits of the IoT come from its impact on medicine and science. However, there's another field where the IoT is making a big difference and that's IoT customer experience.

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Amazon’s AWS Connect Contact Center – A Possible Industry Disruptor

By Stephen Leaden April 17, 2017

Amazon Web Services (AWS) announced Amazon Connect. According to Amazon, Amazon Connect is a simple to use, cloud-based contact center service for customers to deliver better customer service at a lower cost point. This new offering from Amazon could be a disruptor to the industry for the following reasons...

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Watson and the Explosive Growth of The IoT

By Evan Kirstel April 10, 2017

Even though Watson seems to have a lot of potential in entertainment, the serious purpose of this very smart computing system is to help manage the explosive growth of the IoT.

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Related UC Vendors: Huawei

Dimension Data Perspectives 2017

By Blair Pleasant April 5, 2017

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.

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Related UC Vendors: Dimension Data

No More Islands!

By David Stein March 29, 2017

While at this year’s Enterprise Connect conference, I was fortunate to sit down with Andrei Soroker, Director of Product Strategy at Sameroom. Sameroom was recently acquired by 8x8 for its unique technology for connecting disparate messaging platforms.

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Related UC Vendors: 8x8

Listening vs. Hearing and Why Knowing Difference is Mission Critical

By Peter Bernstein March 29, 2017

When it comes to interactions with customers, and now all aspects of what is commonly known as “the customer journey,” understanding the differences between what the technology is and can do versus how it impacts business success by creating user experiences that are compelling and entice us to want more from the same vendor is much more than mere semantics. And, the biggest thing that IT professionals, customer interaction center administrators and C-levels across enterprises need to understand is the difference between Listening and Hearing.  

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Monage 2017 – Chatbot Challenges and New Life for UC

By Jon Arnold March 27, 2017

Last week, I attended and spoke at the second iteration of Jeff Pulver’s Monage conference in San Jose – Messaging on the Net. There was no shortage of data points showing how messaging is exploding, and while most of the action is in the consumer world, there are lots of lessons learned there for enterprises, and the UC community as well.

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Toshiba Exits North American Telecom Market

By Phil Edholm March 25, 2017

At the end of the week before Enterprise Connect 2017, we were all waiting to hear the plan for Avaya to emerge from bankruptcy when another piece of telecom news came out, Toshiba announcing they are exiting the North American business telecom equipment market.

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Related UC Vendors: Toshiba

Real-Time Resolution for the Modern Contact Center

By Blair Pleasant March 24, 2017

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

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CallTower Mourns the Passing of Cherished Colleague and Friend

By UCStrategies March 23, 2017

Many of you have asked how you can help Darren Suders' family during this very difficult time. A trust account and Go Fund Me campaign have been established to help Darren's wife and young children.

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Related UC Vendors: CallTower

Interview with Social Media Influencer – Evan Kirstel

By Evan Kirstel March 20, 2017

An interview with Evan Kirstel, #1 Social Influencer in many key industries, including IoT (Internet of Things), UCaaS (Unified Communications as a Service), and the Smart Home.

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Future of Unified Communications and Collaboration – What Our FOX GROUP Clients are Saying

By Roberta J. Fox March 17, 2017

As part of the UCStrategies experts team, I was recently asked to provide my thoughts related to what our customers are saying about the future of UC and collaboration. I thought I would also add comments from our latest updated benchmarking analysis of collaboration requirements as it applies to telework, remote and mobile workers in the health care, government and first responders. 

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Meet BCStrategies Experts at Enterprise Connect 2017

By Marty Parker March 10, 2017

This year, 11 BCStrategies Experts will be presenters or panelists for 25 of the Enterprise Connect 2017 sessions. Click here to view and download the schedule along with Experts’ pictures, for easy identification. 

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Giving Up On Mobile – UC Vendors Move On To IoT

By Michael F. Finneran March 6, 2017

After dozens of failed attempts at coming up with a mobile capability any user was interested in, last year something important finally happened for mobile UC. All of that changed with the release of iOS 10 in late 2016 with the addition of Apple's CallKit APIs, which essentially opened access to key capabilities in the dialer to VoIP and mobile UC app developers.

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CaféX Chimes In

By Blair Pleasant February 28, 2017

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.

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Related UC Vendors: CaféX

Three Questions for the New Avaya

By Nicolas De Kouchkovsky February 28, 2017

Only one month after filing for Chapter 11 protection, Avaya held its users group conference, ENGAGE 2017 in Las Vegas. Avaya made several product announcements under the scrutiny of customers, partners, and analysts, all eager to assess Avaya ability to innovate moving forward. If I continue to believe Avaya will be able to restructure itself, it needs to make three important decisions.

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Related UC Vendors: Avaya

QoS – Really?

By Stephen Leaden February 28, 2017

One of the most overlooked areas of a Unified Communications deployment, in my opinion and our experience with several clients, is just one word/acronym: QoS, aka, Quality of Service. By design, it requires all voice and video real-time latency sensitive traffic to be prioritized in front of any non-real time sensitive (most data traffic). Simply put, voice and video traffic are the first types of traffic to suffer in the event of a data network spike or anomaly or degradation in network quality.

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