Sales & Customer Service

December 10, 2019 Amazon and Salesforce Join Forces to Improve Their Contact Center Value Propositions

Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.

November 27, 2019 Microsoft Teams on Its Way to Being the Center of Your Workday With Bevy of New Features

Microsoft Teams received a bevy of new capabilities that focus on new ways to customize the experience for users and manage the workflow for administrators, all announced at Microsoft’s annual infrastructure-focused Ignite conference in Orlando on Nov. 4.

November 27, 2019 Krow Adds New Features to Improve Its Performance and Augment User Experience

Krow, a customer-centric professional services automation (PSA) solution, announced new features in its fall 2019 release, improving its customer experience and extending service delivery.

November 26, 2019 Fluid Framework: “Movable Type” for the Digital Work Experience

Fluid Framework, unveiled in May at Microsoft’s Build 2019 company conference, lets developers rally the help of near real-time coauthoring, reusable mix-and-match document components, and digital assistants like translator aids in the content creation experience at speeds and scale not available before.

November 26, 2019 How Apple’s New iPhone 11 and New iPad Will Impact Mobile Web Conferencing

Apple’s attention-getting new hardware announcements played up a lot of new camera features and screen quality upgrades. While web conferencing users who rely on their mobile device to join work meetings will enjoy some incremental improvements, not all of the features showcased in the reveal keynote will make a difference.

November 25, 2019 Google Meet Boosts Accessibility by Adding Live Captions to Android App

Google is extending the live captions feature on Hangouts Meet to mobile users with its addition to the Meet Android app, according to the G Suite Updates Blog on September 16.

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 29, 2019 Pearson’s Global Learning Survey Points to the Shift to Life-Long, Learner-Driven Education

Pearson released the results of its Global Learning Survey. This is the first time that Pearson has undertaken such a study to capture the opinions of 11,000 learners across 19 countries. The study uncovered eight key trends indicating a shift to life-long, learner driven education.

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 23, 2019 Blackboard Announces Integration With Amazon’s Alexa

Blackboard has announced its partnership with Amazon’s Alexa to launch a new Skill for its flagship learning management system (LMS), Blackboard Learn. Learners (and their parents) will be able to get information about their profile and coursework simply by asking Alexa.

October 22, 2019 Does a “Stevie” Guarantee Amazing Customer Service?

A vendor in the web conferencing space garnished award honors from the Stevie 16th Annual International Business Awards announced on Aug. 27. Mountain View, California-based Blue Jeans Network Inc. (BlueJeans) is a newly-minted award winner for its customer services team, but what does the award really mean for customers?

October 22, 2019 Cisco Announces Intent to Acquire CloudCherry

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

September 27, 2019 Absorb LMS Acquires eLogic Learning LMS – Its Second Acquisition of 2019

Absorb LMS has acquired Tampa-based eLogic Learning LMS. This is the second acquisition in its aggressive acquisition growth strategy, following its acquisition of Torch LMS in May.

September 27, 2019 Cisco’s Shares Fall Nearly 16% in August

Cisco’s shares fell nearly 16% in August. However, the broader context is that Cisco’s poor stock performance might be due to external circumstances.

September 17, 2019 TalentLMS Releases Version 4.0 Focusing on Simplicity and User Experience

TalentLMS 4.0 features several new features along with an improved user interface. While none of the new features are game changers, they are marginal improvements that TalentLMS users and administrators will enjoy.

August 24, 2019 Apps, Alexa, and Audio Hardware – Web Conferencing Vendors Try Different Approaches to Ease Setup Pains

Getting connected to the right virtual conference room too often involves juggling several remotes and playing guessing games with cables. Vendors in the space are aware of this pain and are coming up with creative new ways of addressing it.

August 22, 2019 Salesforce Acquires Tableau – A Smart Acquisition for Customer-Centric Analytics

Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.

August 21, 2019 Avaya Releases New Firmware to Resolve Vulnerability in VoIP Phones

Avaya’s newly released firmware addresses a vulnerability that has survived for 10 years in VoIP phone models configured with H.323 signaling.

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 20, 2019 Salesforce Acquires ClickSoftware to Expand Its Field Service Management

ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.

August 19, 2019 iSpring Learn LMS Release Focuses on Automation for Admins

iSpring has released an update that includes three major improvements to its Learn LMS platform. These updates are focused on making the role of admin easier and to cut down on the amount of time spent managing content and user lists.