Contact Center as a Service (CCaaS)

May 19, 2020 Choose a Right-Sized Contact Center Solution

Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.

February 27, 2020 New Additions to Cisco’s Webex Contact Center Portfolio

In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.

February 26, 2020 Avaya Pairs AI Technology With Its CCaaS via Afiniti Partnership

Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.

February 04, 2020 New Integration Between Zoom Phone and Five9 Intelligent Cloud Contact Center

Five9 and Zoom have announced a new integration between Zoom Phone and Five9 Intelligent Cloud Contact Center.

February 03, 2020 Coming Soon: Microsoft Teams Contact Center Solution

Landis Contact Center for Microsoft Teams is now in preview.

January 07, 2020 Mitel/Avaya Merger Looks Imminent

It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.

November 11, 2019 Avaya Announces Partnership With RingCentral

Avaya announced a partnership with RingCentral, a move that jointly strengthens the two companies’ positions in the growing cloud-based unified communications market.

October 24, 2019 Avaya in Talks With RingCentral to Form Joint Venture

Avaya moved away from the idea of being acquired following news that it is in talks to partner with RingCentral.

October 22, 2019 Cisco Announces Intent to Acquire CloudCherry

Cisco has announced its intent to acquire CloudCherry, boosting its contact center portfolio.

October 09, 2019 Avaya Announces New Contact Center as a Service Platform, IX-CC

Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” marking the company’s move toward a cloud-based subscription program.

August 21, 2019 TechSee Unveils World’s First AI-Powered Visual Recognition

TechSee has released the world’s first AI-powered visual recognition for contact centers, which identifies and detects problems with a product model via images submitted by the customer.

August 14, 2019 Google Updates Improve Speech Recognition for Contact Center AI

Google has launched several updates for its Contact Center AI product, improving speech recognition accuracy by 40%.

July 23, 2019 EmployBridge Capitalizes on Talkdesk’s AI-Driven Functionalities

EmployBridge, America’s largest specialty industrial staffing company, has selected Talkdesk to support its customer service operations.

July 04, 2019 Phone Is RingCentral but Nobody Is Home

RingCentral’s VoIP approach to collaboration is an interesting alternative to the data-centric approach typifying competitors, but its teleconferencing service falls far short of expectation and does little to spur collaboration.