UC Today

Contact Centre providers throughout the industry are looking for ways to enhance their platforms to improve potential CX provision for end customers. Many are looking to emerging technologies to provide the next generation of innovation that will drive improvements. Google Cloud Contact Center AI is pioneering development in the sector looking to improve customer experience as well as streamlining...

Contact centre is one of the communication industry's most innovative sectors. In this episode we are joined by both Mitel and Talkdesk to discuss the latest announcement, that they will partner to provide an enhanced enterprise contact centre solution. At first the partnership might sound like a strange marriage Mitel, giants in the traditional communications market, and Talkdesk, new kids o...

Presenter Patrick brings you the latest news update from 2019. The UC Today News Update will bring you regular videos and podcasts summarising the biggest stories from the worlds of unified communications, collaboration and customer experience.

Enterprise Connect is arguably the biggest event on the unified communications and collaboration calendar. Collaboration technology and platforms are taking a more prominent role every year and 2019 is no exception. With the rising popularity of platforms like Microsoft Teams, Cisco Webex Teams and Slack, more and more organisations are finding themselves in the difficult position of having to sel...

Industry events and trade shows often encounter the same issues, they are expensive and inconvenient for vendors, sponsors and attendees alike. The concept behind Collaboration Week NY 19 was to rectify some of these issues by providing a smaller, local and more focused event to provide everyone involved with the benefits whilst avoiding some of the usual draw backs. The event provided the opportu...

Technology trends impact all areas of business as they permeate and enhance the platforms that they operate. UCaaS platforms are becoming increasingly popular with businesses looking to leverage the benefits they can offer in terms of functionality and flexibility. But what are the latest technology trends that are going to impact the next generation of UCaaS platforms? In this episode we try to f...

Unified Communications as a service, or UCaaS, is now a well-established market globally. Organisations understand the potential benefits of 'as a service' or cloud delivery models which offer them the flexibility, scalability and security to stay ahead of their competition. Another huge benefit to such a model is the ability to quickly uptake and deploy new features and functions, as we...

It has been a little while since the last Cisco podcast. In this episode we take a look at the latest news since the final recording of 2018. There haven't been any dramatic announcements but more messaging has been coming out of the Cisco Collaboration division reaffirming their commitment to their collaboration principles. Simplification and interoperability are increasingly important but t...

Last week UC Today bought you the news that Gartner, the world's leading research and advisory company have scrapped their magic quadrant for unified communications. Gartner Magic Quadrant (MQ) refer to a series of market research reports that rely on data analysis methods to demonstrate market trends, such as direction, maturity and participants. The unified communication quadrant has been s...

Providing customers with exemplary experiences is undoubtedly hugely important for businesses. Now more than ever customer experience is one of the most crucial differentiating factors for organisations to stand out from the crowd and get ahead of their competitors. Providing great experiences isn't always easy and organisations must consider the security and privacy implications of the lates...

During January we focused on some of the emerging technology trends within CPaaS platforms and now we hear about another potential development from TeleSign. Telesign are one of the world's leading providers of global customer identity and engagement solutions and they have been pioneering work around mobile, or phone, number identification. The premise of being recognised by a brand by your...

Being able to offer customers a truly reliable, scalable and secure collaboration platform isn't always easy for resellers and service providers. Choosing the right platforms to invest in and then having the capability to provide them as a global solution are often hurdles too high to overcome. As one of the world's leading providers of telecommunication networks Telstra are determined t...

UCaaS is one of the fastest growing technology markets globally. With the proportion of cloud communication deployments increasing, more and more organisations are looking to leverage UCaaS platforms. For service providers and resellers the market is becoming increasingly crowded and competitive forcing them to uncover the latest innovations to differentiate their offerings. Mobile native services...

As our January focus on CPaaS draws to a close we wanted to look ahead to see what future developments might be in store. Market leaders Twilio have been developing CPaaS for a number of years and in this episode they look at innovations that might formulate the future of the platform. Traditionally CPaaS platforms have offered integrations with voice, chat and SMS functionality but the capabiliti...

Historically contact centres have acted as the main conduit between customers and businesses but the means in which consumers want to reach out has transformed in recent years. Consumers are demanding more when it comes to their interactions with organisations and now businesses are looking to provide a more proactive approach to service. How do you provide a truly proactive customer service exper...

In this episode of Out Loud we look ahead to the Cloud Comms Summit which will be taking place in London in March. Hosted by the Cavell Group the event promises to be a key gathering for the Service Provider community. As thought-leaders in the European future voice and VoIP marketplace Cavell Group provide analytics and insights across the industry. Later this year they will be hosting their Clou...

As 2018 draws to a close we are starting to review what has been an incredibly busy year within the worlds of unified communications and collaboration. One company have been particularly busy. Yamaha might not be a brand typically associated within the industry but since their acquisition and re-branding of Revolabs, Yamaha Unified Communications now aim to a become a force within this technology...

The rise of technological consumption models throughout the industry has been revolutionary for businesses. Being able to utilise services on a more flexible basis has been hugely popular. Microsoft have seen huge success in this area with their Office 365 platform including communication tools such as Skype for Business. Often, however, customers were looking for more from Skype for Business and...

The whole industry is abuzz with talk around artificial intelligence. Now that our understanding of its capabilities are improving, more and more organisations are looking to try and leverage its power to enhance their own performance. So many technology companies claim to be utilising AI tech within their platforms but few are really adding genuine use cases. One company that are founded using so...

Digital transformation is one of the biggest trends globally, with organisations looking to leverage the power of technology to stand out across different market verticals. How do you define digital transformation (DX) and how can specific technology platforms, like CPaaS and iPaaS help businesses make the changes they need to? Today we examine those issues with world leading UC, security and SD-W...

November in the 2018 Cisco calendar has been a pretty big one. Two of the company's biggest events took place with BroadSoft Connections taking place in Miami and the Cisco Partner Summit taking place simultaneously in Las Vegas. It would seem unusual to have two of your biggest annual events taking place at the same time but the Connections event was planned prior to the announcement of Cisc...

Facebook are undoubtedly one of the biggest brands when it comes to modern technology platforms. With huge recognition across the globe their Workplace by Facebook platform offers business users the chance to leverage the same technology that Facebook used during their astronomic rise to world social network domination. Workplace was developed internally and was such a success that the Facebook te...

Ericsson-LG Enterprise are one of the world's largest providers of communication solutions, with over 15 million global users. Their Global Partner Conference 2018, GPC 2018, was the perfect platform to gather their partner community together to discuss all of the biggest trends impacting their organisations. The general industry move towards cloud and service based platforms is going to be c...

Everyone understands how important customers are to any organisation. The importance of great customer service is only increasing as industries become more and more competitive. Distinguishing yourself by providing great customer experiences is critical and could be the difference between success and failure. In this episode of Out Loud we hear from one expert who travels the globe speaking about...

The adoption of cloud based services have transformed the way in which businesses can consume technology. The XaaS, or as a service, model has various business benefits and organisations globally are realising these through the uptake of subscription services. One of the most transformational service platforms to develop over recent years is that of CPaaS. The communications platform as a service...