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Contact Center as a Service

October 27, 2021 Enterprise Connect 2021: Trends and Keynote Highlights

Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.

September 21, 2021 Five9 Outlines Voice Technologies Roadmap at CX Summit 2021

Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.

September 02, 2021 Interview: Zendesk and the State of the CCaaS Market

John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.

August 04, 2021 TCN Continues Global Growth and Product Enhancements

On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.

July 05, 2021 Aspect Software Briefs on the Rationale for Its Noble Systems Merger

On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.

March 31, 2021 Orange’s UCaaS Business Services Solution Provides Flexible Integrations and Deployment

On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.

January 27, 2021 Briefing: Zendesk Talk

On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.

January 27, 2021 Briefing: Twilio Flex

On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.

October 28, 2020 Briefing: Avaya OneCloud CCaaS

On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.

October 28, 2020 Review: Talkdesk’s On the Go

On October 21, 2020, Talkdesk demoed On the Go, the latest addition to its cloud-based contact center solution CX Cloud. On the Go is built for convenience and remote work, using a device’s virtual assistant (such as Siri) for making calls and accessing data. However, this also means that part of On the Go’s success is tied up with how effective virtual assistants are.

October 28, 2020 Briefing: Verizon’s Contact Center Hub

On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.

October 09, 2020 Twilio Reports Large Growth at 2020 Investor Day

On October 1, Twilio – a cloud-based communications platform – held its Investor Day for 2020. Twilio reported positive growth across all segments of the organization, especially for its CCaaS solution Flex.

September 14, 2020 Genesys Briefs on “Experience as a Service” for the Contact Center

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Genesys’ “experience as a service” for the contact center.

September 11, 2020 Infobip Introduces Contact Center as a Service (CCaaS) Solutions

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Infobip’s latest Contact Center as a Service (CCaaS) solutions.

September 03, 2020 Speech Technologies – Trends, Applications, and Their Dark Side

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on upcoming trends and applications in speech technologies – including their dark side.

September 02, 2020 ServiceNow Outlines the "Now Platform" Solution for the Contact Center

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on ServiceNow’s “Now Platform” solution for the contact center.

September 01, 2020 Talkdesk Outlines Customer Experience Reframe for the Post-Pandemic Contact Center

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. One session showcased Talkdesk’s reframing of the customer experience to plan for post-pandemic contact center solutions.

September 01, 2020 Amazon Briefs on “Contact Lens” for the Contact Center

Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. One session showcased Amazon’s Contact Lens for the contact center.

August 21, 2020 Vendor Briefing: Uniphore

On August 6, 2020, Info-Tech briefed with Uniphore, a rapidly growing AI-enabled conversational service automation platform. This note outlines Uniphores’ two SaaS solutions (AuMina and Akeira) and explores the reasons why Info-Tech members looking for contact center enhancements would do well to shortlist Uniphore as a dark horse.

July 30, 2020 Intermedia to Provide Microsoft Services to 70,000+ Navisite Business Users

As of July 1, 2020, over 70,000 small business users receiving their Microsoft 365 services from Navisite will now receive them from Intermedia. The move means that Navisite’s users now have access to a range of Intermedia offerings, including Unite, Contact Center, and AnyMeeting.

May 19, 2020 Select a Right-Sized Contact Center Solution

Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.

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