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Artificial Intelligence Transforms the Contact Center
Modernize Your Contact Center With AI Customers demand a lot out of today's contact centers. They expect contact centers to provide a variety of options outside of a standard phone..
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Oct 06, 2026
Why Specialized Support Matters After Go-Live
The implementation is complete. The platform is live. The project team has moved on. Now what? This is the point where many organizations discover an
Sep 22, 2026
Buyer Beware: The Carrier Bundle Shell Game in UCaaS, CCaaS, and AI
It usually starts with a renewal conversation. Your internet or mobile carrier offers to fold your phone system, contact center, and AI tools into
Sep 14, 2026
Where AI Is Actually Delivering Value in the Contact Center
Two contact centers can invest in nearly identical AI technology and walk away with completely different results. One reduces average handle time,
Sep 03, 2026
What Agentic AI Means for Customer Experience Leaders
Most AI tools in the contact center today are designed to help someone do the work. They generate responses, summarize conversations, recommend next
Aug 11, 2026
PoC vs. Pilot: How to Test AI in Your Contact Center Without Overcommitting
A contact center leader sees a compelling AI demo. The platform promises faster resolution times, better agent support, higher containment, and
Jul 14, 2026
How Better Routing Logic Improves Both CX and Agent Efficiency
A customer calls about an unresolved issue. They explain the problem once, get transferred, explain it again, get transferred again, and finally land
Jun 15, 2026
What a Strategic Communications Partner Should Do Beyond Implementation
After months of planning, vendor conversations, configuration decisions, user training, and go-live preparation, your new communications platform is
Jun 05, 2026
Why 'Set It and Forget It' Fails in UCaaS and CCaaS
“Move to the cloud, and IT gets simpler.” That is the promise. And in many ways, it is true. Compared to legacy on-prem phone systems and contact
May 04, 2026
How to Plan a Low-Disruption UCaaS Migration
A UCaaS migration can be technically successful and still feel like a failure. The licenses may be assigned, the platform may be functioning, and the
Dec 01, 2025
What is Agentic AI? The Future of Contact Center AI Solutions is Here
In July 2025, NiCE announced its acquisition of Cognigy for $955 million, marking Europe’s largest-ever AI deal. This wasn’t just another tech
Sep 02, 2025
Why Your RingCentral Contact Center Needs Specialized Contact Center Support
You’ve made a significant investment in a powerful platform with RingCentral Contact Center (RCCC) powered by NICE. It’s a tool built for
Mar 25, 2025
Mitel Files for Chapter 11 Bankruptcy
If you’re using Mitel for your unified communications or contact center solutions, you’ve probably heard the big news: Mitel has filed for Chapter 11
Feb 04, 2025
Call Recordings in UCaaS Systems: What You Need to Know
Unified Communications as a Service (UCaaS) systems have revolutionized the way businesses handle their communication needs. One of the most valuable
Jan 27, 2025
Current AI Trends in UCaaS
In the ever-evolving world of Unified Communications as a Service (UCaaS), the integration of Artificial Intelligence (AI) is rapidly reshaping the
Jan 21, 2025
The Benefits of Replacing Physical Phones with Softphones in UCaaS Systems
In today's fast-paced business environment, Unified Communications as a Service (UCaaS) systems are revolutionizing the way organizations handle
Jan 14, 2025
Mitel MiVoice Connect: The Growing Challenge of Finding Support
In our final post, we explore the challenge of finding support for the Mitel MiVoice Connect system as it approaches its end of life. As resources
Dec 30, 2024
Mitel MiVoice Connect: The Cost of No Upgradeability
Our second post in this series addresses the critical issue of no upgradeability for the Mitel MiVoice Connect system. As the system reaches its end
Dec 16, 2024
Mitel MiVoice Connect End of Life: The Dangers of Windows Server Exposure
As the Mitel MiVoice Connect system approaches its end of life, your Windows Server-based PBX becomes an increasingly critical security exposure. The
Nov 22, 2024
Mitel MiVoice Connect End of Life: The Risks of Staying Put
As you may be aware, the Mitel MiVoice Connect system is set to reach its end of life in December 2029. Continuing to rely on MiVoice Connect poses
Nov 06, 2024
Optimizing Telecom Solutions - A Guide to Effective Expense Management
Modern business relies on communication which likely means telecommunications take a bite out of your operational budget. The question then becomes,
Oct 15, 2024
Business SMS - TCR Requirements
Does your business use text (SMS) messaging services for promotional, transactional, or conversational purposes? If your answer is yes, then you may
Jun 19, 2024
Beyond Price: Three Crucial Considerations for Your UCaaS/CCaaS Renewal Negotiations
In our recent blog, "Navigating UCaaS/CCaaS Renewal Dates," we highlighted the importance of preparation for your renewal phase. Today, we delve
Jun 06, 2024
Navigating the Trough of Disillusion: Strategic Support in the AI-Enhanced CCaaS Landscape
In the dynamic realm of AI-enhanced CCaaS, a 'set it and forget it' strategy is a misconception. The initial deployment and cutover are just the
May 21, 2024
The Shifting Sands of CCaaS: How Unified Platforms Are Reshaping the Market
The Contact Center as a Service (CCaaS) industry, long dominated by heavyweights like Genesys, Five9, and NICE, is witnessing a seismic shift.
May 10, 2024
Navigating UCaaS and CCaaS Renewal Dates: A Strategic Approach
In the aftermath of the pandemic, we've witnessed a significant surge in the adoption of Unified Communications as a Service (UCaaS) and Contact
Apr 23, 2024
Optimizing Telecom: A Comprehensive Guide to Effective Expense Management
Optimizing Telecom: A Comprehensive Guide to Effective Expense Management In today’s fast-paced business world, managing telecom expenses has become
Apr 11, 2024
Navigating the Shift: The lost art of Customer Success
In the dynamic world of Software as a Service (SaaS), the transformation of the Customer Success Manager (CSM) role reflects broader industry shifts
Mar 14, 2024
The Transactional Pitfall: Where UCaaS and CCaaS Vendors Fall Short
In the rapidly evolving technological landscape, UCaaS and CCaaS industries are at the forefront of innovation and customer interaction enhancement.
Feb 12, 2024
Comprehensive Support: From Implementation to Post-Implementation with CloudCare
A distinctive advantage of CloudCare lies in its capability to manage both the implementations and the crucial post-implementation support phase.
Jan 09, 2024
Beyond the Transaction: The Value of Strategic Partnerships in UCaaS and CCaaS
In the rapidly evolving landscape of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), the nature of the
Dec 13, 2023
You're Not Alone: A Blueprint for Mitel End-of-Sale Migration
Understanding the Impact of Mitel's End-of-Sale Announcement Mitel (formerly ShoreTel) has announced the End-of-Sale (EoS) for its MiVoice Connect
Nov 23, 2023
Have ShoreTel or Mitel MiVoice Connect? The End is Here
The end isn't just near; it's here. Mitel (formerly ShoreTel) officially announced its End-of-Sale (EoS) for MiVoice Connect platform software,
Jul 11, 2023
Navigating the Cloud Communication Frontier: Your Guide to Teams and Telephony Options
With over 300M users and counting, Microsoft Teams has had a transformational impact on how many businesses connect, collaborate, and meet, putting
Jun 07, 2023
AI Promises to Revolutionize Cloud Communications, Can It Deliver?
No longer science fiction, it’s not a reach to say AI has taken the world by storm. Just as cloud communications changed the way businesses connect
May 23, 2023
Building a Case for Cloud Part 2: The Executive’s Guide to Common Cloud Migration Challenges
Leaders of organizations are well aware of the incredible benefits that cloud communications bring, like enhanced operational efficiency, improved
May 12, 2023
Building a Case for Cloud Part 1: The Executive's Guide to Justifying Migration
With the benefits of cloud communications, it's no wonder more and more companies are migrating from their legacy phone systems. Besides cost savings
Apr 11, 2023
Smooth Moves: 5 Steps to Make Your Cloud Migration Easier
Changing your entire communications infrastructure might seem like a daunting, time-consuming challenge. However, as cloud communications have become
Apr 04, 2023
What’s the Best Strategy for Microsoft Teams and Telephony?
Download our infographic roadmap to Teams telephony here! When it comes to modern business communication, no company has been more polarizing than
Mar 29, 2023
Contact Center Essentials: What to Know About Cloud Solutions
Is there anything customers dread more than calling a contact center? The endless menus and extensive waiting times are only made worse when their
Mar 22, 2023
The Road to Revenue Is Paved with CCaaS-Enhanced CX
Providing a positive customer experience is essential; that's nothing new. But did you know that understanding which customer experience (CX)
Mar 09, 2023
ShoreTel Days are Over: Mitel Announces EoS for Connect Platform
Mitel has quietly informed partners that another End-of-Sale is heading down the pike. After almost two decades of providing its customers with
Mar 02, 2023
TCR SMS Compliance: What You Need to Know and Key Dates
An important new SMS law quietly went into effect on March 31st, 2023, for all 10DLC (standard 10-digit long code) business numbers. Regulated by The
Feb 28, 2023
Top 3 Contact Center Trends That Are Driving Business Outcomes
As a communications consulting firm that helps businesses uncover needs, plan, deploy, and support their new cloud-based systems journey, we work
Feb 21, 2023
What Do Avaya’s Current Struggles Mean for UCaaS?
Time to Move Off Avaya? Download our FREE Guide to Get Started! When Avaya recently entered bankruptcy for the second time in six years, it's
Feb 09, 2023
Maximize Your Cloud Communication Investment with Proper Training
Picture this: after dealing with a legacy PBX phone system for years, your organization has finally adopted a UCaaS or CCaaS platform. Now it's time
Jan 24, 2023
How Agents and AI Work Hand-in-Hand to Improve Contact Center CX
The importance of cloud-based contact centers for customer service is growing, representing the need for fast, accurate solutions to client
Jan 17, 2023
Moving to Cloud? 5 Reasons Why Partner-Led Implementations Have Higher Success Rates
The migration process is a huge consideration when moving to a new cloud communications solution. It's one thing to choose a new system and quite
Jan 10, 2023
How CCaaS Technology Helps Healthcare (and Others) Stay on Top of Customer Service
The tides of business keep changing, and being able to connect and collaborate has never felt more important. Customer service organizations are
Jan 03, 2023
Why Your Contact Center Needs Workforce Optimization
Connecting the dots between performance metrics and contact center outcomes is paramount to keeping your service center humming along. As you know,
Dec 27, 2022
Taking Credit Card Payments? Here's Everything You Need to Know About PCI Compliance
It seems every year, the explosion of data breaches and credit card fraud grows, with the FTC reporting fraud losses of over $5.8 billion in 2021
Dec 15, 2022
The 2022 Unified Communications & Collaboration (CCaaS, UCaaS, VoIP, IT) Year in Review
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
Dec 06, 2022
Great Experiences: How CCaaS Enhances Mid-Market and Enterprise Productivity
You hear it all the time; it’s all about the experience. Keeping staff and customers happy is a constant concern for mid to large-sized
Dec 01, 2022
Reducing Business Costs? How CCaaS Can Help Legal and Financial Services Companies
While every business comes with its own unique challenges, there are many similar operational standards in the legal and financial services
Nov 22, 2022
Five Immediate Reasons You Should Move to Cloud
Is your organization exploring a move to cloud-based communications? If not, maybe you should be. A recent study by Cavell Group states that the U.S.
Nov 16, 2022
How to Streamline Cloud-Calling and BYOC Implementation
Figuring out the best way to move to a digital communications environment looks different for every company. While many migrate all their
Nov 08, 2022
Who Shoulders the Responsibility for Your Cloud Communication Migration?
When it comes to adopting new cloud communications technology, it's not a stretch to think that the entire migration process, including deciding
Nov 02, 2022
Is Mitel's Cloudy Messaging Causing You Confusion?
In August of this year, Mitel sent an email to its cloud communication customers announcing price increases and support reductions for the following
Oct 25, 2022
Broken Promises from Communications Vendors: A Cautionary Tale
This cautionary tale illustrates why you should never take a vendor's sales rep at their word when it comes to "how easy migrations are" during the
Oct 18, 2022
Here's Why Contact Center and UC Are Better Together in the Cloud
When businesses take on a massive change, like implementing new cloud-based unified communications and contact center telecommunications technology,
Oct 11, 2022
Hidden Benefits of Moving from Mitel to RingCentral
Since the announcement of their partnership in November 2021, Mitel has increasingly encouraged MiCloud Connect and Mitel MiVoice Connect (ShoreTel
Oct 04, 2022
Betraying Your Communications Customers: A Cautionary Tale
As you've probably noticed from our other cautionary tales, we do not enjoy sharing stories about failures within the communications industry. But we
Sep 27, 2022
What Are Professional Services and Why Do You Need Them?
Deploying a new cloud-based telephony solution is a huge undertaking. Once the migration is complete, the likelihood your business will need further
Sep 20, 2022
Can Cloud Communications Save Your Business Money During an Economic Downturn?
Lately, there's been a lot of debate about whether or not we're in (or about to enter) a recession. Whatever comes, many businesses are looking at
Sep 13, 2022
Do Pots Line Price Increases Mean You Should Move to Cloud?
Do POTS Price Increases Mean You Should Move to the Cloud? Sometimes, it just seems easier to stay with what you already have, regardless of
Sep 06, 2022
Nine Questions to Ask Your Mitel Support Partner About Moving to the Cloud
Mitel MiCloud Connect (formerly ShoreTel) customers affected by last year's announcement that Mitel will no longer be selling cloud-based
Aug 30, 2022
Our Top 5 Benefits of Guiding UC Vendors on Your Behalf
When looking for a new cloud-based telephony solution, it's understandable that you'd think the best option would be to go directly to the source,
Aug 23, 2022
Why are Small Businesses Migrating to UCaaS?
The competition to stay on top of market trends and consumers' minds for small and medium-sized businesses (SMBs) is fierce. To flourish, companies
Aug 16, 2022
Five Major Benefits of Modern Outbound Dialers
Outbound customer service centers are critical for many businesses. From debt collection to lead generation to customer support and more, many
Aug 11, 2022
Where Technology Brokers Go Wrong in UC Projects
You've decided to leave your legacy PBX behind and migrate to a cloud-based telecom solution. But you probably have some questions and realize you
Aug 09, 2022
The Worrying Trend of Private Equity UC Acquisitions
In major UCaaS news, Zendesk, a contact center provider, announced that they entered into an agreement to be acquired by an investor group headed by
Aug 05, 2022
Mitel Alert: MiCloud Connect Price Increases and More Support Cuts Coming This Fall
Mitel MiCloud Connect customers have endured numerous detrimental changes and waning service offerings over the past several months. This is due to
Aug 02, 2022
The Importance of Training in UCaaS and CCaaS Implementations
Picture this: after dealing with a legacy PBX phone system for years, your organization has finally adopted a UCaaS or CCaaS platform. Now it's time
Jul 26, 2022
Four 8x8 Features that Improve the Customer Experience
Customer experience is something that most companies know they need but usually fail to deliver. That's one reason why a recent survey of almost
Jul 22, 2022
Mitel Partner Alert: 6900 series price increases effective August 1, 2022
Here’s another Mitel Partner Alert notice based on bulletins PB2022Jul1D and PB2022Jul15A. Since the November 2021 announcement of the
Jul 19, 2022
Understanding the Buzz Behind Bring Your Own Carrier (BYOC)
There are a lot of acronym buzzwords when it comes to cutting-edge communication technology. From CPaaS to UCaaS to SIP and more, it can be
Jul 14, 2022
Why We Partnered with Balto the AI-Powered Contact Center Coaching Experts
When coaching your agents, do you wish you had real-time guidance leading to better outcomes and happier customers every call? If you think that's
Jun 14, 2022
Ensuring PCI Compliance in Your Contact Center
The past year has seen an explosion of data breaches and credit card fraud, with the FTC reporting fraud losses of over $5.8 billion in 2021 alone.
Jun 07, 2022
Reducing Agent Turnover Rates in the Contact Center
The past year has seen unprecedented employee turnover rates that experts dubbed "The Great Resignation." Some industries, like contact centers, were
Jun 02, 2022
New Features for RingCentral MVP
As the world of work continues to change, the rise of remote and hybrid work models over the past few years has evolved the way businesses
May 17, 2022
8x8 Partners with Genesys Cloud CX for Better Collaboration
Genesys and 8x8 are working together to create a product integration that combines the power of 8x8 Work and Genesys Cloud CX. It enables the premier
May 10, 2022
Hybrid Meetings Continue to Shape the Modern Workforce
The future of work is hybrid. According to data from Gartner, a hybrid work environment improves team performance by 28% while also reducing fatigue
May 05, 2022
HP Buys Poly Confirming Hybrid Work is Here to Stay
Do you need more proof that hybrid work is here to stay and not a waning trend? Technology company HP recently announced the purchase of Poly, a
May 03, 2022
Bluetooth Headsets in the Contact Center: A Cautionary Tale
These days, the modern contact center and Bluetooth headsets go together like oil and water; they will rarely be 100% compatible. We recently had a
Apr 29, 2022
8 Reasons Mitel Customers Should Move to Cloud or Change Cloud Providers Now
Since the announcement of the partnership between Mitel and RingCentral several months ago, we've kept you up to date with the next steps and how to
Apr 26, 2022
Nine Tips for Thriving in a Remote Work Environment
Remote work is no longer a temporary measure. In fact, one survey of over 200,000 workers found that 89% planned to continue to do so even after the
Apr 19, 2022
How Self-Service Increases Efficiency for Your Contact Center
The importance of cloud-based contact centers for customer service is growing. In 2022, 80% of companies intend to hire more customer service staff,
Apr 12, 2022
Business Leaders Question the Hybrid Workplace
With the rise of vaccines and COVID shifting from pandemic to endemic, business leaders are navigating another unknown era of work: The New Normal.
Apr 07, 2022
How To Use Microsoft Teams Whiteboard in Your Next Meeting
In March of 2020, Microsoft proudly announced that its MS Teams product had been adopted by over 500,000 organizations, including 91% of the Fortune
Mar 29, 2022
The Top RingCentral Features Driving Growth for Sales Teams
The pandemic has driven the evolution of sales from in-person to virtual interactions through channels like voice, video, and SMS. As a result, sales
Mar 22, 2022
Four Common Signs Your Internal Communications Are Failing
A mixture of remote and on-site work is rapidly becoming the new normal as the pandemic challenged workplace expectations. According to Gartner, at
Mar 09, 2022
The Difference Between Mitel End of Sales and Mitel End of Life
Mitel recently announced End of Sales (EoS) for the Mitel Cloud Connect platform and is expected to announce End of Life (EoL) deadlines soon, so it
Mar 07, 2022
How Unified Communications Enables Healthcare Organizations to Become Leaner and More Efficient
Healthcare has been at the forefront of mainstream consciousness since the pandemic started, and the strain on hospitals and medical practices has
Feb 22, 2022
Why Short-Term UCaaS Agreements Don’t Make Sense
With all the rapid acquisitions and other developments in telecommunications, it's clear that a move to the cloud (or another cloud provider) is in
Feb 18, 2022
A Partner Perspective on Mitel to RingCentral Migrations
As you may already know, on November 9th, 2021, RingCentral and Mitel announced a strategic partnership that makes RingCentral, an industry leader in
Feb 15, 2022
Preparing for a Hybrid Workforce in 2022 & Beyond
The workplace has radically changed over the past few years. Since the start of the pandemic, many companies have accelerated their digital
Feb 09, 2022
Mitel Minute Update: 6900 Series Phones Are Now RingCentral Compatible
With the recent announcement of Mitel's partnership with RingCentral that allows Mitel on-premise customers to integrate with cloud applications, it
Feb 07, 2022
3 Ways Recent Acquisitions and Partnerships Enhance CCaaS
If the past year of unified communications news has made you feel like you're watching a tennis match, you're not alone. With 8X8 buying FUZE, and
Jan 25, 2022
Six Problems Cloud Communications Solves for Financial Services
Business communication in the financial services industry comes with unique challenges. Between juggling customer expectations, internal workflow,
Jan 10, 2022
Don't Let The Great Resignation Gut Your Contact Center
You can't go a day without seeing at least one story in the media about The Great Resignation, as Americans continue to leave their jobs at a record
Jan 07, 2022
The 2022 UCaaS Preview: Upcoming Trends in Unified Communications
It goes without saying that 2021 was a wild ride in unified communications. We saw numerous mergers unfold as the market consolidated and focused on
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