Blog archives

InfoComm 2018: Five Key Takeaways for UC Buyers

By | June 12th, 2018|Blog|

Last week's InfoComm conference featured sensory overload as vendors across the gamut of the audio-visual industry showed their wares to thousands of attendees. This year I had the opportunity to sit in on the Interactive Multimedia & Collaborative Communications Alliance's annual emerging trends day, moderate a session on UC metrics, and meet with a number [...]

CIO Plays Crucial Role in Customer Engagement Transformation

By | May 23rd, 2018|Blog|

When is the last time you had a spectacular customer interaction? How about one that involved digital channels, including webchat, screen sharing, or even video conferencing—or any combination of them in the same interaction? We can readily recall incredibly bad customer service, but the rest is often “ho-hum,” meaning the company got the job done [...]

Effective Customer Engagement Requires Collaboration

By | May 23rd, 2018|Blog|

Executives are focusing heavily on improving how they interact with customers, leveraging technology along the way. Numerous vendors, both old and new, are developing tools backed by artificial intelligence and analytics, whose aim is increasing engagement and ultimately bolstering the overall experience. Collaboration applications play a measurable -- and often understated -- role in successful [...]

Digging In to Team Collaboration App Security

By | May 22nd, 2018|Blog|

As adoption of team collaboration applications grows, so do concerns related to governance, retention, and security of conversations stored within them. Organizations, especially those in regulated industries, have spent a great deal of time, money, and effort to build security strategies for their documents, email, and instant messages. But as team collaboration apps become the [...]

GDPR rules have big effect on UC applications

By | May 8th, 2018|Blog|

The European Union General Data Protection Regulation (GDPR) sets tighter controls on businesses and how they handle customers' personally identifiable information. Read the rest of this tip on

Spark No More: Hello Webex Teams (and Meetings)

By | April 18th, 2018|Blog|

At Cisco’s Collaboration Summit today in Phoenix, AZ the company announced a revamping of its collaboration product line designed to harmonize its disparate collaboration offerings and deliver new cutting edge capabilities (see the press release for complete details.) Gone is Cisco Spark, which is now rebranded, and revamped as Cisco Webex Teams, with the formerly [...]

Got UC Developers?

By | March 6th, 2018|Blog|

As UC moves from a set of applications to a platform, building an application development community is rapidly becoming a critical factor for success. Read more at

Achieving Success in the UCaaS Market

By | March 1st, 2018|Blog|

UCaaS is growing as more and more organizations look to take advantage of improved agility, access to new collaboration features, and reduce costs by shifting their unified communications platforms to the cloud. As a result, UCaaS offerings are rapidly expanding both from traditional service providers looking to expand their business portfolios as well as from [...]

WebRTC: Is this Finally the Year?

By | February 28th, 2018|Blog|

A variety of factors have inhibited WebRTC's adoption... or have they? Almost five years have passed since Brent Kelly, of KelCor, and I hosted the first WebRTC conference-within-a-conference at Enterprise Connect. At the time, WebRTC was nearing the high arc of the hype curve as developers and vendors touted its ability to revolutionize and democratize [...]

Move to Cloud UCC for Agility, Not Cost Savings

By | February 28th, 2018|Blog, Research, Unified Communications and Collaboration|

If you're considering a move to Unified Communications as a Service (UCaaS) or hosted UC, the chance that you'll realize cost savings is low, particularly in the first year but in subsequent years, as well. The key driver for cloud UC is agility--beating "perceived cost savings" for the first time in this year's research. For [...]