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Online news and articles about enterprise IP-telephony, unified communications and converged networking world
By Sheila McGee-SmithSocial media management company Sprinklr enters the CCaaS market.
By Matthew VartabedianIn the news this week: Microsoft highlighted 32 new Teams features delivered during May 2023, while TCN debuted SMS consent tracking in its call/contact center platform and StoryStream published survey results detailing consumer interest in, and skepticism of, generative AI.
By Dave MichelsWith ChatGPT, we can’t trust all of what it says, and that means we can’t really trust anything it says.
By Matthew VartabedianA Twilio report found increasing personalization helps transform customers into repeat buyers – but underlying that is a change in how the generations (Boomers, Xers, Millennials and Zoomers) respond to that personalization.
By Eric KrapfIt’s not surprising that two of the first high-profile battles over AI in labor relations come from fields in which the human element is an absolutely critical part of the work.
By Zeus KerravalaGenerative AI is impacting the role of customer service agents, challenging the belief that AI might make these roles redundant. Despite significant, recent advancements there are situations where generative AI falls short – which, paradoxically, makes customer service agents both less and more important.
By Denise MunroMany parts of the United States still lack the advantages that high bandwidth service provides. It is time to bring these services to those parts of the country that have very slow or nonexistent internet services.
By Irwin LazarThe answer to a successful strategy isn’t forcing people back to the office, it’s ensuring the ability to engage regardless of location.
By Matthew VartabedianIn the news this week: Creston unveils new products to improve hybrid collaboration, while Q-SYS brings its audio/video/control expertise to Lenovo’s ThinkSmart product and Ribbon extends its integration to Zoom Phone.
Robert Lee Harris, Elizabeth (Beth) English Identifying areas and levels of risk is an important part of your 911 planning. This involves looking at everything related to 911 and includes non-technical details. Telecommunications platform and provider professionals have spent the last few years getting up to speed with new federal regulations for 911 emergency service. […]
There is no question that remote work during the COVID lockdown created a significant change in use of information and communications technology. How much has this impacted each age group, from students to retirees? This is a subject that prompts extreme viewpoints ranging from a cynical proclamation of younger generations living their whole life online, […]
The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote […]
A review of Empathy in Action: How to Deliver Great Customer Experiences at Scale by Genesys CEO Tony Bates and Dr. Natalie Petouhoff Two things are happening in today’s business world. Business and retail consumers are rapidly shifting the products and services that they use, and employees are taking a hard look at where they […]