28 March 2017

Making sense of the upheaval in the UC market

Written by Christopher Liko, Posted in Contact Center, Unified Communications

As recent events have shown, there is no question that the UC market is in the midst of a rapid transformation. The market’s landscape is changing, as big players exit stage right, and new names come to the forefront. Clearly, the biggest news in the industry is Avaya’s chapter 11 bankruptcy declaration. Don’t forget that only two months before that, Genesys acquired Interactive Intelligence. This same Interactive Intelligence had seen a $41 million decrease in economic earnings over the previous 5 years after moving to the cloud. (Forbes) Earlier in the same year, Aspect Software also filed for Chapter 11 bankruptcy, emerging quickly and repositioning itself in the market as part of the process. 

Despite this apparent turmoil for some of the longest-standing companies in the industry, the cloud contact center market is expected to grow at a compound annual growth rate of 22.9% by 2022.

So where is this growth coming from? We know that many of the largest players are struggling to maintain pace in the growing cloud sector of the market. 

27 February 2017

Amazon Chime vs Microsoft Skype for Business

Written by Christopher Liko, Posted in Unified Communications

How does Amazon Chime stack up? Chime vs. Skype for Business comparison.


The Challenger

On February 13, Amazon released a new unified communications service named Chime. This product has been in the works since Amazon's purchase of Biba, a meeting solution provider, in late 2016. Chime is hosted on Amazon Web Services, and has been framed as an attempt to compete with Microsoft's Skype for Business. Is Amazon's product truly a competitor? Will we remember this product as the Skype-killer, or will Chime be met with resounding silence? Here is how the two products stack up on the most important 5 metrics:

22 February 2017

Enterprise Connect 2017, March 27-30, Gaylord Palms Resort and Convention Center.

Written by Martin Borowski, Posted in Events, ComputerTalk

Join Us!

Enterprise Connect provides the comprehensive analysis and in-depth sessions you need, covering Unified Communications, Mobility, SIP Trunking, Cloud, Video, Collaboration, WebRTC and more.

 

 

We would like to meet you there: Setup a meeting with us here.

Date: March 27-30, 2017
Location: Gaylord Palms Resort and Convention Center
Orlando, Florida

Learn More: http://www.enterpriseconnect.com

28 September 2016

Ignite 2016 - Drive real-world success with Skype for Business platform solutions

Written by Nicole Robinson, Posted in Contact Center, Events, ComputerTalk

What break out sessions are you attending at Ignite 2016? Join Microsoft and ComputerTalk Friday September 30th at 9am to learn more about enhancing productivity by integrating communications into your everyday business processes.

James Skay, Senior Product Marketing Manager at Microsoft will be presenting Drive real-world success with Skype for Business platform solutions.

Join us in room C108/109 or click here to watch the live stream.

LIVE STREAM ENDED. ON DEMAND VIDEO WILL BE POSTED SOON. PLEASE CHECK BACK.

This session highlights real-world partner solutions built upon Skype for Business. ComputerTalk is excited to present ice Contact Center for Skype for Business and will be the only contact center solution showcased. Chris Bardon, Chief Software Architect and Brandon Viamonte, Director US Sales and Partnerships at ComputerTalk will discuss how ice Contact Center can maximize your Microsoft investment and increase business productivity.

ice, Intelligent Communications Exchange, contact center is the only enterprise-class, native Skype for Business contact center. It opens up channels of communication, so your customers, prospects, and partners can contact you in ways that are most convenient for them.

Interested in learning more about ice Contact Center for Skype for Business? Request a demo!

 

 

20 March 2015

Unified Communications is not enough

Written by Nicole Robinson, Posted in Unified Communications, ComputerTalk

“The primary goal of unified communications (UC) is to improve user productivity and to enhance business processes […] Gartner defines UC products (equipment, software and services) as those that facilitate the use of multiple enterprise communications methods to obtain that goal.” (Marty Parker, http://www.ucstrategies.com/unified-communications-strategies-views/gartner-uc-magic-quadrant-2014-a-clear-picture-of-the-changing-landscape.aspx)

UC allows organizations to meet the growing demands from customers and employees. According to Gartner analysts, a UC solution delivers at minimum telephony, conferencing, messaging, presence and IM, clients, and communications-enabled applications.

Employees are able to complete tasks faster when they can move seamlessly from one device or channel to another. Employees are able to communicate with colleagues from any location, allowing organizations more flexibility and ability to save money.

While UC solutions cover several product categories, they often do not come with all of the communication features that enterprises require. Organizations that face this gap would require flexible UC systems that can integrate with other business solutions. Organizations must understand the capabilities and limitations of UC solutions and the benefits that can come from integrating UC with other business solutions to get the most value out of their deployment.

Software Advice, a free online comparison tool for VoIP software, has recently released a 2015 report on enhancing business processes with UC systems. The data from their report shows that, in order to meet business needs, organizations need more than what traditional UC solutions can provide. According to their analysis, the most common types of software solutions organizations integrate their UC systems with, are Customer Relationship Management (CRM) solutions (40%) and call center solutions (36%). Organizations are integrating these solutions primarily to enhance screen pops (26%), click-to-call (22%) and Interactive Voice Response (IVR) (16%).

 Case Studies: Top Systems Integrated With UC Solutions



24 March 2014

Lync/UC Community Day in Belgium on April 2 – ComputerTalk on location!

Written by Vivian Pow, Posted in Events, Lync, ComputerTalk, Microsoft

Microsoft Brussels-Belgium will be hosting a Lync/UC Community day dedicated to Lync Partners at Hotel Van der Valk , Culliganlaan 4b ; 1831 Diegem on April 2. Here is the agenda:



Agenda

09:00 - 09:30 Welcome Coffee

09:30 - 10:15 Extend your Business Case with Lync 2013 – Highlights of the Lync Conference

10:15 - 11:15 Lync ISV Pitch sessions: crisp and to the point presentations of latest ISV developments (devices, contact centers…)

11:15 - 12:00 Lync ISV fair: for demo’s and questions

12:00 - 13:00 Lunch & Networking




ComputerTalk will be showing how Lync-native social media contact centers adds value to your  portfolio, in ways that would clearly differentiate you from your competitors.

If you are looking to add social media contact center solution (http://www.computer-talk.com/products/contact-center-for-lync) to your portfolio, simplify how people collaborate, reduce organizational cost and complexities, or invest in sustainability, come to our 20 minute pitch at 11am or speak with us directly at our stand.

Register: https://msevents.microsoft.com/cui/EventDetail.aspx?EventID=1032580461&culture=en-BE