For many state and local government agencies, the global health crisis spurred a worst-case communications scenario. Not only were government agencies mostly unprepared to support a high number of remote workers, the legacy, on-premises communications infrastructure that supports them was exposed as incapable, irrelevant, and inaccessible to the people forced into remote work situations.

The pandemic redefined “work” as we know it. Companies adopted new technologies and workflows to support large-scale work from home. Workers quickly acclimated to the new environment, with many juggling their personal lives and work obligations more than ever before. It was a monumental shift that tested our agility and resilience. One where workers, leaders, and employers made tough decisions […]

What can a modern contact center do for you? Learn how to elevate your customer experience, boost agent productivity, and reduce costs. Check it out in our eBook.

How many vendors do you use, or are planning to use, for your communications and customer service needs? If your answer is more than one, you’re likely suffering from high costs and unnecessary headaches. Multiple vendors mean there’s a disconnect between your contact center and the rest of your business, which complicates the customer experience, negatively impacts revenue, and increases […]

Just how happy are your employees? Do they enjoy their work? Do they often go above and beyond to ensure that your customers are happy? Perhaps more importantly, what do you do to maintain employee engagement? It’s not enough to assume a lack of complaints means you’re doing well. Increasing employee engagement is a crucial strategy for any business, particularly […]

Learn how combining UCaaS and CCaaS can turn you into a customer-obsessed business, reduce operational costs, and more. Together, a unified communications tool and contact center can spark engagement across all of your digital channels, giving your employees the tools they need to provide your customers the best possible experience.

This Critical Capabilities report aims to provide application leaders, as well as digital workplace decision makers, with an understanding of the relative strengths of UCaaS offerings from leading vendors. In each of the vendor write-ups, we identify regions in which the vendor operates, as well as areas in which each vendor has particularly strong operations. The following four use cases […]

Gartner defines unified communications as a service (UCaaS) as a cloud-delivered service that provides many of the same functions as premises-based unified communications (UC) solutions. UCaaS has matured to the point where it is markedly superior to premises-based UC in collaboration and mobility services The procurement, operational and delivery models for UCaaS typically require less time and effort compared to […]