Unified communications
Unified communications (UC) is an umbrella term for the integration of multiple enterprise communication tools -- such as voice calling, video conferencing, instant messaging (IM), presence and content sharing -- into a single, streamlined interface, with the goal of improving user experience (UX) and productivity.. See complete definition.
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E-Zine
11 Nov 2021
CW Benelux: Dutch IT company rips up the HR rule book for better work-life balance
One Dutch tech firm has used learnings from the pandemic to rip up its HR rule book and implement an official work-from-home policy. In fact, Infolearn has gone further than hybrid working, with a personal mobility budget for staff and a four-day working week, all with retention of full-time salary. Also in this issue, read how Dutch education administrators appear to be underestimating the threat of cyber crime. Continue Reading
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News
12 Mar 2020
IT Priorities 2020: Benelux organisations and budgets focused on digital transformation
IT leaders in Belgium, the Netherlands and Luxembourg expect bigger budgets this year, with spending on digital transformation projects and related technologies being prioritised Continue Reading
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Feature
21 Oct 2024
Forrester: Tips for choosing a UCaaS provider
Forrester analysts assess the various options and licensing arrangements available for unified comms-as-a-service offerings Continue Reading
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News
18 Oct 2024
Poor communication is biggest hurdle to business collaboration
Study finds firms are wasting hours of time to make a decision as a result of poor collaboration practices, with over two-fifths of workers having to redo work due to poor guidance on project requirements or miscommunication Continue Reading
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News
15 Oct 2024
Gitex Global: Avaya augments CX role with AI-based Virtual Operations Manager
Virtual Operations Manager concept looks to highlight ‘art of the possible’, showing how human and AI collaboration can fundamentally alter the way customer experience is managed at the contact centre level Continue Reading
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E-Zine
15 Oct 2024
A future of virtual collaboration
In this week’s Computer Weekly, we examine how immersive technologies such as augmented and virtual reality are set to transform workplace collaboration. We look at how AI is helping to deliver improvements in customer experience. And we analyse the problems in the Post Office project to replace its troubled Horizon IT system. Read the issue now. Continue Reading
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News
14 Oct 2024
How Zoom is charting its course towards an AI-first platform
Zoom CEO Eric Yuan talks up his vision for the future of work, the company's transition to an AI-powered platform and what it is doing to stay ahead of rivals Continue Reading
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News
09 Oct 2024
Zoom expands AI Companion capabilities, adds customisation options
Zoom reveals major advancements in AI Companion, including customisation options, personalised avatars and integration across the entire Zoom workplace platform Continue Reading
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News
25 Sep 2024
Zoom enriches enterprise solutions offer
Communications and collaboration leader Zoom unveils new suite of business offerings to boost efficiency, reliability, security and compliance for enterprise organisations Continue Reading
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News
20 Sep 2024
Instant messaging wins over in-person meetings for collaboration
Research from Zoom reveals that leaders and employees favour collaborating via instant messaging instead of in-person meetings Continue Reading
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News
20 Sep 2024
LG, Ricoh team up to bolster hybrid working digital transformation
LG and Ricoh to offer package of digital office solutions and services designed to boost productivity and deliver better user experiences Continue Reading
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News
19 Sep 2024
Zoom and Mitel team to meet enterprise demand for AI unified comms
Zoom collaborates with Mitel to deliver what it calls a ‘unique’ hybrid cloud solution combining Zoom Workplace and AI Companion with communications platform Continue Reading
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Feature
19 Sep 2024
The flex to frontline hybrid working
Hybrid working is a reality for businesses everywhere. Research shows that just under two-thirds of employers offer frontline workers some form of time-based flexibility, yet many workers in this category feel less valued than desk-based colleagues Continue Reading
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Definition
17 Sep 2024
What is a virtual contact center?
A virtual contact center (VCC) is a type of call center in which an organization's representatives are geographically dispersed, rather than situated at workstations in one location. Continue Reading
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News
27 Aug 2024
AI drives strong Zoom second quarter
Comms and collaboration service provider reveals robust first half of 2025 fiscal year, outperforming guidance across the board and with marked strength in large accounts Continue Reading
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Definition
23 Aug 2024
What is podcasting?
Podcasting is the preparation and distribution of digital audio files to the computers of subscribed users using Really Simple Syndication (RSS) feeds. Continue Reading
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News
20 Aug 2024
Zoom marks million milestone for webinar attendee capability
Zoom announces that it can now support seven-figure audiences for online conferences in use cases including enterprise, entertainment and public sector Continue Reading
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News
15 Aug 2024
Cardiff schools turn PSTN switch-off into opportunity for improved agility
Civic authorities responsible for education in Welsh capital look to take advantage of switch-off of UK’s analogue copper-based comms infrastructure to drive cloud-based digital transformation of schools’ communications systems Continue Reading
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Feature
07 Aug 2024
CX+EX=BG, with added AI: A winning formula for customer experience
Guaranteeing customer experiences of the highest level possible is one of the cornerstones of the modern business. Is there a magic formula? It could well be a combination of artificial intelligence and pixie dust Continue Reading
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News
06 Aug 2024
Zoom claims AI-first as it debuts Docs on Workplace
Collaboration and conference technology and services provider launches first product from Workplace portfolio with generative artificial intelligence built in from the ground up to enable the next generation of team collaboration Continue Reading
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News
01 Aug 2024
Businesses fail to deliver consistently positive customer experience
Research from a leading global business school’s publishing arm finds that even though 94% of business leaders think good customer experience is important for business success, just 38% believe they can deliver it Continue Reading
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News
29 Jul 2024
AI ‘changing everything’ about customer experience
Study from customer experience technology provider reveals the profound effect AI is having in its industry, taking it beyond traditional, manual services to more advanced, technological-driven experiences Continue Reading
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News
11 Jul 2024
Zoom unveils no-code workflow builder to boost workplace efficiency
Comms and collaboration tech provider announces beta of workplace automation option that uses AI-powered features to streamline routine tasks, boosting efficiency and freeing up time for more meaningful work Continue Reading
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News
27 Jun 2024
Hybrid workers call on employers to increase investment in connectivity
Survey reveals lack of reliable mobile connectivity in the office is affecting seven in 10 hybrid workers, forcing a majority of employees to leave their office building simply to make a phone call Continue Reading
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Feature
14 Jun 2024
The sustainable office in the age of hybrid work hotelification
For many, the phrase ‘hotelification’ may raise some hackles, yet in the context of the office, the concept has continued apace since the pandemic struck. The move towards creating a more sustainable workspace, however, remains rather more muted Continue Reading
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News
06 Jun 2024
Zoom opens immersive Experience Centre in London
Leading collaboration and communications technology firm looks to raise bar of international footprint and strengthen UK commitment with major investment Continue Reading
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News
06 Jun 2024
UK firms still struggling to enable hybrid work
Survey reveals UK firms are still struggling to make hybrid work effective, with 62% of workplaces changing policy in the past four years and failure to adopt suitable digital tools leading employees to feel overwhelmed and frustrated Continue Reading
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News
05 Jun 2024
Collaboration suffers as businesses fail to adapt workplace technology
Research reveals critical gaps in workplace tech affecting productivity and collaboration among workers in the UK, with businesses failing to adapt IT infrastructure to suit different personality types Continue Reading
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Report
30 May 2024
Avaya ‘roaring forward’ in the age of experience
From beating the J-curve, riding the upward trajectory of a U-curve to a simple formula to drive business growth through enhanced customer experience. We report on the transformation taking place at Avaya Continue Reading
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Definition
23 May 2024
unified communications (UC)
Unified communications (UC) is an umbrella term for the integration of multiple enterprise communication tools -- such as voice calling, video conferencing, instant messaging (IM), presence and content sharing -- into a single, streamlined interface, with the goal of improving user experience (UX) and productivity. Continue Reading
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Feature
22 May 2024
Neom: The tip of the tech iceberg in the Saudi desert
What is known about plans for Saudi Arabian smart city Neom could be just the tip of the iceberg Continue Reading
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News
21 May 2024
Enterprise sector shines in steady Q1 for Zoom
Zoom’s latest financial results show continued growth beyond its roots, driven by a commitment to meet customer needs and enhance productivity Continue Reading
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News
16 May 2024
Vodafone Business Ireland and RingCentral team for hybrid work collaboration
Business division of telco and cloud comms service provider add Ireland to territories for unified communications and collaboration solutions designed to allow businesses to embrace the evolving landscape of hybrid work Continue Reading
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News
15 May 2024
HP, Google bring Starline collaboration out of lab and into workplace
Tech firms unveil collaboration technology project based on AI and 3D imaging, designed to make co-workers feel like they’re together from any distance Continue Reading
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News
23 Apr 2024
Vodafone Business aims to help SMEs boost productivity and security
Following research showing how small and medium-sized businesses could increase profits and efficiency by making better use of digital tools, UK comms provider unveils campaign to help SMEs source digital tools to boost productivity and security Continue Reading
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News
16 Apr 2024
Major UCaaS-related outages experienced by 97% of enterprises in 2023
Survey from provider of performance management, cyber security and DDoS protection services calculates that UCaaS outages can cost up to $1m or more in lost sales and productivity Continue Reading
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News
02 Apr 2024
Microsoft pushes Teams out of M365 and O365 bundle globally
Microsoft claims Teams push out of bundle will simplify pricing, with enterprise IT buyers possibly better off Continue Reading
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News
28 Mar 2024
Vonage boosts conversational commerce with GenAI
Ericsson-owned cloud comms tech provider integrates generative AI capabilities with Conversational Commerce service to let contact centre agents generate creative content, automate tasks and improve user experience Continue Reading
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News
27 Mar 2024
RingCentral goes global with AI-powered contact centre solution
Provider of artificial intelligence-driven cloud solutions expands global footprint and drives adoption momentum of contact centre products with CRM integrations that enable integrated, immersive agent experience Continue Reading
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News
27 Mar 2024
Avaya announces Zoom strategic partnership for collaboration
Avaya selects Zoom’s recently launched AI-powered Workplace platform to integrate with its Communication and Collaboration Suite to help enterprises ‘reimagine’ teamwork Continue Reading
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News
27 Mar 2024
Cisco unveils enhanced collaboration tech for the hybrid workforce
Multifunctional devices from Cisco aim to enhance collaboration in offices through optimised cameras and AI-powered collaboration features for hybrid teamwork Continue Reading
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News
26 Mar 2024
Zoom aims to reimagine teamwork with Workplace AI collaboration platform
Comms and collaboration specialist unveils artificial intelligence-powered platform to help reimagine teamwork, facilitate connections and improve productivity intelligence within familiar experience Continue Reading
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News
26 Mar 2024
RingCentral looks to ‘reimagine’ business phone system with real-time AI
Cloud business communications provider adds artificial intelligence to provide immersive employee experience, with capabilities including real-time call notes, conversation intelligence, message translator and generative search Continue Reading
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News
21 Mar 2024
BICS partners with SaaS startup
Recently rebranded software-as-a-service customer engagement company switching up its communication partner to BICS as it looks to consolidate and expand across Europe Continue Reading
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News
20 Mar 2024
Global UCaaS market set for over 130 million users by 2028
Study from specialist comms research and consulting firm finds growth in UCaaS market continues apace, but price pressures are driving interest in value-added services Continue Reading
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News
18 Mar 2024
Budgets rise as IT decision-makers ramp up cyber security spending
Few IT leaders surveyed in the TechTarget/Enterprise Strategy Group 2024 Technology Spending Intentions study say they are spending less this year Continue Reading
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News
07 Mar 2024
Western Sydney Metro deploys mission-critical communications for driverless transport
Nokiar teams with industrial partner to provide IP/MPLS backbone communications network and security solution for new Metro line connecting Australia’s largest city to airport Continue Reading
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E-Zine
27 Feb 2024
Microsoft’s ‘unfair’ cloud licensing under scrutiny
In this week’s Computer Weekly, we examine claims that Microsoft’s licensing policies are damaging competition in the cloud. Our latest buyer’s guide asks if hybrid cloud is now CIOs’ end goal, and not just an interim step on the journey. And we look at how the focus on customer experience is impacting the unified communications market. Read the issue now. Continue Reading
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News
20 Feb 2024
Telefónica, Matsuko launch holographic meeting experience
Telco and spatial computing firm to unveil holographic conferencing service to help users gain more effective communication and emotional connection in meetings Continue Reading
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News
20 Feb 2024
Vodafone teams with vcita to boost small business digital productivity
Telco and software management firm launch digital business management service intended for small businesses, replacing time-consuming and manual tasks with automated and digital services Continue Reading
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News
15 Feb 2024
Nokia intros first OT-compliant GenAI service for connected workers
Comms tech provider says it has become the first company to adapt GenAI large language model technology for operational environments Continue Reading
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News
08 Feb 2024
Cisco taps Apple, Nvidia to achieve distance zero and propel collaboration in new workspace
Networking and IT tech and services firm reveals solutions and partnerships with leading CE and processor manufacturer to support business in the new world of world where workspaces are being reimagined Continue Reading
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News
26 Jan 2024
8x8 enhances experience communications as a service suite
XCaaS platform to now include capabilities such as AI-generated post-meeting smart summaries and action items, omnichannel experiences, global workforce support, and deeper technology partner integrations Continue Reading
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Tip
26 Jan 2024
On-premises vs. cloud vs. hybrid UC deployment models
When deploying unified communications, organizations need to carefully consider the benefits and drawbacks of on-premises, cloud and hybrid deployment models. Continue Reading
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Feature
23 Jan 2024
Top 10 must-have unified communications features in business
Unified communications systems have evolved to reflect changing business processes. As a result, enterprises need to prioritize their must-have UC features. Continue Reading
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News
22 Jan 2024
AI ushering new era of intelligent CX
Annual customer experience trends report reveals that 68% of UK customer experience leaders believe chatbots can help build a stronger emotional connection with clients, with AI now the norm Continue Reading
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Answer
19 Jan 2024
Can Microsoft Teams chat be monitored?
The quick answer is yes -- IT administrators can monitor employees' messages in Microsoft Teams. But organizations need the proper license plans and policies in place. Continue Reading
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News
11 Jan 2024
Cisco fixes high-impact flaw in unified comms platform
Cisco unified comms customers are urged to patch a critical vulnerability in Unity Connection, a messaging and voicemail product Continue Reading
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News
20 Dec 2023
Inside Zoom’s generative AI strategy
Zoom’s federated approach towards generative AI allows it to use a combination of models that are most suitable for the task on hand while lowering costs for itself and customers Continue Reading
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E-Zine
19 Dec 2023
The ransomware threat to UK critical infrastructure
In this week’s Computer Weekly, a parliamentary report warns that a lack of ransomware preparedness at the highest levels of government is leaving UK critical national infrastructure dangerously exposed – we analyse the risks. We examine how AI tools are helping to enhance cloud security. And the CTO at jewellery retailer Pandora discusses organisational change in IT. Read the issue now. Continue Reading
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11 Dec 2023
Supporting a hybrid workforce
The now permanent shift to cloud services and the necessity of dealing with a hybrid workforce have changed modern IT Continue Reading
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Feature
11 Dec 2023
Supporting a hybrid workforce
The now permanent shift to cloud services and the necessity of dealing with a hybrid workforce have changed modern IT Continue Reading
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Opinion
07 Dec 2023
Considerations for the security of evolving workspaces
Remote working has enabled people to work from almost anywhere but has piled pressure on cyber pros. Three years after Covid, how are best practices evolving and what can we expect going forward? Continue Reading
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05 Dec 2023
Sowing the seeds of growth through IP communications
One of the largest food processing companies in the US takes to cloud-based communications to bring about agility, mobility, efficiency and productivity gains, as well as cost reductions that are, quite literally, not small potatoes Continue Reading
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E-Zine
05 Dec 2023
Technologies to support hybrid working
In this week’s Computer Weekly, our latest buyer’s guide looks at technologies to support hybrid working – even when your business is as unique as farming. We examine the new guidelines on AI cyber security published by G7 government security chiefs. And we find out how the Jaguar Formula E racing team is using digital twins to improve electric vehicle performance. Read the issue now. Continue Reading
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News
04 Dec 2023
CCaaS platform subscriptions to generate $18bn revenue by 2028
Study finds contact centre as a service set for strong revenue gains, driven by growth of RCS and OTT messaging apps as leading providers reduce data silos Continue Reading
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Opinion
04 Dec 2023
Cyber and remote working: How Covid moved the cursor
Remote working has enabled people to work from almost anywhere but has piled pressure on cyber pros. Three years after Covid, how are best practices evolving and what can we expect going forward? Continue Reading
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01 Dec 2023
Supporting a hybrid workforce
The now permanent shift to cloud services and the necessity of dealing with a hybrid workforce have changed modern IT Continue Reading
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Opinion
01 Dec 2023
Security Think Tank: Four steps to secure remote workers
Remote working has enabled people to work from almost anywhere but has piled pressure on cyber pros. Three years after Covid, how are best practices evolving and what can we expect going forward? Continue Reading
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News
29 Nov 2023
AI to drive Zoom to new levels in 2024
Collaboration and communications company’s GenAI technology to be cornerstone of hybrid workspace where technology aligns with real user needs Continue Reading
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News
24 Nov 2023
Eir Ireland transforms contact centres to enhance customer experience
IT service provider announces partnership with leading Irish telco and technology firm to transform customer service, replacing legacy call centre systems with an API-first experience orchestration platform Continue Reading
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News
22 Nov 2023
Enterprise, large accounts get Zoom ahead of guidance in Q3
Communications and collaboration firm’s third quarter results for 2024 fiscal year show better-than-expected performance Continue Reading
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News
13 Nov 2023
Dubai Electricity & Water Authority, Avaya extend customer centre alliance
Dubai utility firm enhances its customer care centre to become integrated digital interactive hub, enabling customers to access a wide range of services through an interactive voice system Continue Reading
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News
07 Nov 2023
LSE Behavioural Lab highlights critical role of technology in boosting collaboration
Study at behavioural lab of leading UK education establishment finds quality of collaboration outcomes are proportional to quality of meeting technology used by both office-based and remote/hybrid workers Continue Reading
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News
31 Oct 2023
Zoom extends AI Companion as it hits million meetings milestone for summaries
Collaboration and communications company’s generative AI assistant sees expanded support for 32 more languages and added capabilities for events, in-meeting questions and meeting coaching Continue Reading
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News
30 Oct 2023
Everdome unveils Spaces metaverse-as-a-service platform
Citing a McKinsey report that reveals 60% of users are eager to transform everyday life, Dubai-based metaverse project releases metaverse-as-a-service product line, which aims to make the immersive platform more accessible for all Continue Reading
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News
26 Oct 2023
Nimo Planet completes spatial computing system for hybrid work
Spatial computer productivity platform provider launches proprietary hardware and OS to enable virtual workplace system comprising personalised, multi-screen workspace experience to hybrid workforce Continue Reading
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News
23 Oct 2023
Magdi Yacoub Global Heart Centre completes contact centre upgrade
NGO dedicated to offering free-of-charge medical services to the Egyptian people chooses premise-based advanced comms platform to underpin each layer of communication at new facility Continue Reading
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News
19 Oct 2023
Gitex Global: Dubai Department of Economy and Tourism builds AI engagement platform
Citizens of emirate set to gain access to platform designed to streamline the creation of business licence applications using artificial intelligence to solve the most common pain points in the journey and providing instant digital access to experts on demand Continue Reading
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News
18 Oct 2023
Gitex Global 2023: Motul looks to deliver ‘effortless’ experiences in cloud comms
Global oil and lubricants company adopts suite of cloud-based contact centre and unified communications solutions to improve customer experience and enable global employees to collaborate better across borders Continue Reading
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News
17 Oct 2023
Gitex 2023: Avaya plots generative AI-powered future for customer experience
Leading comms and customer experience technology provider unveils Generative CX concept showing how artificial intelligence can sit at the core of experience transformation Continue Reading
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Feature
16 Oct 2023
Sowing the seeds of growth through IP communications
One of the largest food processing companies in the US takes to cloud-based communications to bring about agility, mobility, efficiency and productivity gains, as well as cost reductions that are, quite literally, not small potatoes Continue Reading
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News
12 Oct 2023
Hybrid work flexibility the leading driver underpinning successful work experiences
Study finds that while just over half of CEOs strongly believe their organisation is recognised as an employer of choice, less than half of firms provide employees with the technology they need for hybrid work Continue Reading
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News
10 Oct 2023
IT and contact centre leaders embrace conversational AI or fear falling behind
Study finds contact centres are on the precipice of a new era as AI begins to deliver and users are increasingly turning to digital channels for information, purchases and support. But efficiency and effectiveness a point of contention Continue Reading
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News
06 Oct 2023
Isle of Wight NHS Trust gives shot in the arm to unified communications
As part of its mission to help organisations of all sizes drive digital transformation, systems integrator works with NHS Trust to ensure it can achieve improved communications service Continue Reading
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News
26 Sep 2023
BT announces regional roll-out schedule for Digital Voice
Despite its plan for making voice services an add-on to broadband, rather than a service in its own right, UK leading telco asserts that the landline is here to stay as it reveals strategy to change analogue services to digital Continue Reading
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News
25 Sep 2023
Virgin Media O2 trials connected farm of the future
UK operator enables mobile communication from anywhere on a farm, and installs network of sensors to monitor items such as soil conditions, machinery, livestock and land boundaries Continue Reading
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News
13 Sep 2023
Storm-0324 gathers over Microsoft Teams
An initial access broker associated with several different ransomware operations is now conducting Microsoft Teams phishing attacks Continue Reading
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News
12 Sep 2023
Alcatel-Lucent Enterprise and Nokia on board for Grand Paris rail project
Technology for Good partnership between leading comms tech provider and networking, communications and cloud solutions firm supports transportation service in the Grand Paris area Continue Reading
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Feature
05 Sep 2023
Gearing up for the industrial metaverse
With the hype around the metaverse probably at an all-time low since the former Facebook invented it, it could be argued that its potential is at an all-time high. Where will this potential be exploited and though what tools? Continue Reading
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News
05 Sep 2023
Zoom looks to transcend AI hype with Companion
Collaboration and comms technology firm makes further addition to comms platform to help improve collaboration and productivity through generative AI-powered assistant Continue Reading
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News
01 Sep 2023
Zoom takes Notes to collaboration suite
Collaboration and comms technology firm unveils workspace technology to offer clean user experience that allows users to create agendas and notes while staying in core conferencing platform Continue Reading
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News
31 Aug 2023
Teams unbundled in European economic community
Following the European Commission’s antitrust investigation, the tech giant will offer cheaper Office 365 and Microsoft 365 suites without Teams Continue Reading
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News
30 Aug 2023
8x8 adds to AI self-service capabilities with voice interactions for customer assistant
Open beta programme sees launch of service based on conversational artificial intelligence designed to allow contact centre customers to add voice self-service capabilities Continue Reading
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News
23 Aug 2023
Kura rolls out Avaya Enterprise Cloud to transform customer experience
UK’s largest independent outsourcer replaces five legacy systems to deliver lower TCO, advanced contact centre features on-demand, scalability and external platform integration Continue Reading
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News
23 Aug 2023
Enterprise elevated in Zoom Q2
Collaboration and communications technology provider releases second-quarter results showing steady increase in total revenue and significant rise in enterprise revenue Continue Reading
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News
15 Aug 2023
London calling as Zoom opens hub heralding new era of modern work
Communications tech provider makes latest evolutionary step having gained reputation as breakthrough pandemic collaboration company, opening doors on hub in UK capital to support hybrid ways of working Continue Reading
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News
11 Aug 2023
Voxnube, Altigen unite for cloud-based Microsoft Teams phone systems in Europe
Partnership to combine voice offerings with multi-channel intelligent routing expertise to allow European enterprises to use Microsoft service as primary communications and collaboration platform Continue Reading
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News
10 Aug 2023
Cisco: Hybrid work needs to get better
Cisco’s head of collaboration and security talks up the state of hybrid work and calls for organisations to create magnets rather than mandates for workers to collaborate in the workplace Continue Reading
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Feature
09 Aug 2023
CTO interview: Gavin Rea, Gulf Bridge International
GBI ensures service continuity of submarine cable networks, which bring high-speed internet to the Gulf states, supporting the region’s ambitious plans to be one of the world’s leading poles for technological innovation Continue Reading
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News
09 Aug 2023
Sourcewell awards Avaya unified communications and contact centre contract
Leading purchasing consortium selects customer experience technology provider for unified communications and contact centre contract covering government, education and non-profit organisations Continue Reading
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Feature
04 Aug 2023
Zoom eyes up European opportunities
Zoom boasts a range of communications and collaboration products, and this portfolio is evolving into a broader-based business platform of interest to the enterprise market, with Europe set to be centre stage in this evolution Continue Reading