Insight and updates on UCaaS, CCaaS, cloud migration, and more

It's officially done. Mitel (formerly ShoreTel) announced its End-of-Sale (EoS) for MiVoice Connect platform software, hardware, and all related applications, beginning July 6, 2024. If you're wondering what you should do now, here are your next steps.

The calling feature that comes with Teams works only within the Teams environment (your Teams-to-Teams users). So, how do you integrate Teams and telephony for users that require outside calling capabilities and still build a cohesive cloud solution? Here's our guide.

It's not a reach to say AI has taken the world by storm. And AI has already significantly impacted cloud communications by providing tools that help teams work more efficiently while offering personalized experiences, promising to increase revenue. But is it hype, or will AI live up to its promises?

Navigating the complexities of cloud migration requires careful planning and strategic execution because no cloud migration is one size fits all. Gain valuable insights for making your move to cloud value-based, including what you need to know to plan a successful cloud migration

As an executive leader, how do you justify the move for your organization? Rationalizing the integration of cloud services into your infrastructures successfully means it's crucial to understand the impact it will have on your business and financial management processes.

Changing your communications infrastructure might seem like a daunting challenge. To ensure a meaningful cloud computing journey, it's crucial to prioritize a strategy driven by business outcomes in addition to cloud adoption. Here are five steps to pave the road and make your migration easier.

Chances are your employees already have a Microsoft 365 subscription, which includes access to Microsoft Teams, but can that replace a full-featured solution and how does Teams fit within our overall communications strategy?

Is today's modern cloud contact center the key to business success? Contact center technology has advanced significantly, improving the contact center experience for agents and customers alike by providing more robust tools, better ease of use, and enhanced assistance on every call.

Providing a positive customer experience is essential; that's nothing new. But did you know that understanding which customer experience (CX) investments are worthwhile for your contact center can make it a path to profitability?

Mitel has quietly informed partners that another End-of-Sale is heading down the pike. Here's what that means for the industry and how affected businesses can remain competitive even in a rapidly changing landscape.

An important new SMS law quietly went into effect on March 31st, 2023, for all 10DLC (standard 10-digit long code) business numbers. Here's everything you need to know to stay compliant.

AI-driven productivity, personalized customer experiences, and redefining employee engagement are not new concepts to the contact center. However, they're becoming more recognized as helping forward-thinking organizations achieve meaningful operating benefits.

When Avaya recently entered bankruptcy for the second time in six years, it's understandable even the most loyal of Avaya's userbase would feel the tension. Although the company has now exited bankruptcy, issues remain. Here's a guide for current Avaya customers on where to go from here.

You've adopted a UCaaS or CCaaS platform. Maximize your investment and ensure the success of your new tools by properly training end-users.

Leveraging all the capabilities of self-service requires a unified approach. Learn more about reducing call times, increasing efficiency throughout your call center by optimizing AI-powered self-service options to enhance live agent performance.

The migration process is a huge consideration when moving to a new cloud communications solution. Here are 5 reasons partner-led cloud communication implementations have higher success rates.

Healthcare, manufacturing, financial services, and more are using cloud contact center technology to engage customers in exciting ways bringing faster call resolutions, seamless omnichannel options, and increased mobility translating to cost savings and better customer service.

Connecting the dots between performance metrics and contact center outcomes is paramount to keeping your service center humming along. It's a snap to get insight into agent performance if you bridge the gap with workforce optimization.

If you run a business that takes card payments over the phone, you must maintain the security of your customers. Here's what you need to know about payment card industry (PCI) compliance and tips to ensure adherence in your contact center.

As another year in the unified communications and collaboration industry draws to a close, we take this time to look back at some of the biggest trends that have shaped how we serve our customers.