AWC was a respected product and one of the jewels from the Inter-Tel acquisition. However, it was a separate server, requiring separate resources and management. Mitel has now incorporated those key ...

This week, Avaya and the International Avaya Users Group (IAUG) are holding the annual Engage user event in Denver, CO. The conference brings Avaya stakeholders such as customers, resellers, partners, ...

To say the last three years of the Augmented Reality/Virtual Reality (AR/VR) space have been a roller coaster doesn’t begin to describe the ups and downs. In fact, it has kind of been that way for ...

The shift in the workforce means that businesses are relying more on temporary and project-based help with expertise in specific areas. These project-based and temporary workers are comfortable ...

Each incident proved a reminder that in 2022, customer service, or the customer experience (CX) as it’s called in the parlance of our times, seems to disappoint constantly. There are exceptions, of ...

Genesys is working with its agency sponsor to achieve FedRAMP authority to operate at the moderate impact level within the year. In the FedRAMP framework, moderate impact includes cloud services where ...

Lee Balaklaw, MD, MBA is president of Schooley Mitchell of Louisa, a franchisee of Schooley Mitchell. He is a business optimization consultant, and cost reduction specialist. He helps businesses and ...

Assessment: This is a deep dive into the voice network to understand the exact 911 location, routing, emergency onsite notification, and regulatory requirements that this voice network needs to ...

Meeting equity, for example, is a problem whose actual scope and severity remains to be seen. No one doubts that the old-school conference room video view seems next to useless compared to the desktop ...

Recently, a healthcare contact center asked me to draft its return to work (RTW) policy. I’ve written work from home (WFH) and remote worker policies in the past; however, developing a RTW program ...

Part one of this two-part article series covered the financial benefits available to businesses using a voice cost optimization service or considering the service. My conversation about voice cost ...

Modern platforms enable rapid innovation with DevOps workflows: centralized plugin management, automatic conflict detection, debugger tools, and more. As a result, the contact center can quickly ...