If you have evaluated or use Office 365 for any of your collaboration and productivity needs, I don’t need to tell you how popular Microsoft Teams has become in the marketplace, even recently surpassing Slack in user adoption. However, many organizations have been more tentative about moving to Microsoft Teams for calling and meetings. This…
Until recently, organizations had compelling technology-related reasons for limiting remote work. Video solutions that would enable face-to-face communication were wonky; it was difficult to secure and update off-network employee devices; and workers needed to use often-clunky virtual private network (VPN) connections to access critical work applications. Today, all that has changed — or, at least,…
Cisco Systems flagship Contact Center products, Unified Contact Center Enterprise (UCCE) and Unified Contact Center Express (UCCX) have not had a major release for a while now. That is about to change in 2019: Due out mid-January, these products will release v.12. As the consolidation happens and the two products move closer together in features…
One of the most challenging — but also most exciting — things about working in IT is the pace of change. As soon as IT managers roll out a new initiative, it seems, the ground shifts underneath them. Perhaps more than any other area of IT, end-user computing has exemplified this reality in recent years,…
If you’ve been working in corporate America in the past decade, phrases such as … “I’m on a conference call.” “Hang on, I’m on mute.” Or, “Hold on, I’m trying to dial in my meeting ID.” … have become commonplace. The beauty of modern technology is that it enables remote work and virtual collaboration in…
Once upon a time, companies built out massive call centers. There, workers sat in cubicles and relied on operators, who sat in front of switches to route calls to the right people. And while the process did evolve — the operators became technology-driven and not human, for starters — things didn’t really change until the…
