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12 Analysts to Watch: Future of the Call Center and Customer Service
The call center is headed for major disruption. From smartphones to social media to the cloud, there are epic forces coming together to change an industry that has been relatively stagnant for the past...
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Five Must-Read Posts About WebRTC
WebRTC,the new in-browser framework for real-time video and audio communication, is getting a lot of attention lately. Some people feel it has the potential to cause major disruption throughout the...
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Big Vendor Announcements Focus on AI at Enterprise Connect
Looking for the top conferences to attend this year? Read the Top Customer Service Conferences to Attend in 2020 The Enterprise Connect conference is one of the largest events in communications...
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CPaaS Expands but Boundaries Getting Vague
Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.” Some...
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