Navigating the Shift to Cloud with Poly

The Contact Center industry is undergoing a tectonic shift which was very clear earlier this year at Enterprise Connect 2019 in Orlando. The shift to cloud is upending the dominance of hitherto vendor market share and technological roadmaps. Cloud CAGR will be estimated at 25% p.a. through 2024 and already next year it is expected …

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How G Suite it is that Poly Phones are the First Google Voice Certified

A G Suite Treat: Google Voice is GA “Phones still connect us all,” said Smita Hashim, Director of Product Management, Google Voice during the recent Google Cloud Next 2019 and G Suite Unified Communication roadshows as GA of Google Voice in 11 countries was announced. I tend to agree. Google Voice for G Suite was …

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Make Your Mobile Phone Work Harder at Work

Don’t just use your phone “at work,” use it to “do work.” With more than 2.7 billion smartphones across the globe, mobile technology continues to push boundaries and open up new possibilities for users. From the first video conferencing calls in the late 1920’s, to the invention of the first mobile service 70 years ago …

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Contact Center of the Future: 5 Essential Investments

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about? What does this “new contact center” look like? Research suggests five essential investments for navigating the contact center of the future: Effortless …

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Application Ecosystems and the Future of the Contact Center

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the …

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Creating a Contact Center for Your Startup or Small Business

Startups and small businesses (between 5-100 employees) arguably stand to gain the most from digital transformation. Research from Forbes, for example, shows that start-ups can increase revenue by 34% relying on digital-first strategies, compared to 23% for enterprises. Maybe you started a business from your couch and are now finding the need for more resources …

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Avaya Contact Center Technology Helps NORAD Track Santa

Avaya has won a five-year contract with the Australian Department of Defence for contact centre services. Avaya is preparing its Avaya Customer Engagement technology to help set a new record during the 62nd annual NORAD Tracks Santa, scheduled to start Dec. 24 and end on Christmas Day, Dec. 25. During the 23-hour period in 2016, …

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Premium Audio, Multi-Device Connectivity Make Plantronics Blackwire Line the New Go-To Headsets for the Enterprise

Plantronics (NYSE: PLT), an audio pioneer and communications technology leader, today announced the Blackwire 5200 Series and Blackwire 3200 Series. With sleek, updated designs, professional-grade audio, and a range of product choices at varying price points, the new Blackwire headsets connect to laptops, PCs and smartphones[1] for seamless communication. “The Blackwire family has consistently delivered for our customers and remains …

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Plantronics Debuts MDA400 QD Series Audio Processors to Integrate Desk Phones and Desktop Collaboration in the Contact Center

Plantronics (NYSE: PLT), an audio pioneer and communications technology leader, today announced the release of the advanced MDA400 QD Series audio processors. The advanced audio hub offers call center workers easy, at-your-fingertips access to call functions across desk phones and PCs. This helps reduce call-switching anxiety as agents move from desk phones and softphones in …

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