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Our free webinar series offers 60 minute webinars and 30 minute ExpertCast deep dives with subject matter experts.

Evolving AI and Data Integration for the Modern Contact Center

September 28, 2023

Enterprises that want their contact centers to be revenue generators and profit centers are looking to AI to fuel the next generation of capabilities. And some enterprises are already seeing progress in this area. But to really leverage AI in this new world, the enterprise must achieve greater data integration than ever before, since data is the foundation of truly transformative AI functions. In this webinar, a leading industry analyst will share research on the AI capabilities that are being deployed—and which of these are adding the most value. He’ll be joined by a technology thought leader who will share real-world case studies and discuss the role that data integration plays in driving AI results.

You will learn:

  • Do’s and don’ts for AI success
  • The top outcomes for AI-driven features in the contact center, and what to expect in the future
  • How an integrated, platform approach to customer data improves AI-driven features

Steering Your Contact Center Cloud Migration to Success

August 8, 2023

Contact center migrations can feel like a never ending journey filled with U-turns and dead ends. But your enterprise is depending on you to figure it out, and keep calls flowing without downtime. Whether you’re just cloud curious, or already in the midst of a migration, Bandwidth is here to help you navigate around potential pitfalls and successfully reach your destination.

Key Takeaways:

  • Key steps to take to prepare for a cloud migration
  • How you can do more and worry less with smarter call routing
  • How to harness Artificial intelligence / machine learning in your contact center call flows
  • Ways to fight against fraud and improve security without sacrificing CX
  • How migrating today sets you up for success tomorrow

Delight Your Customers and Drive Service Team Efficiency

July 26, 2023

Is your enterprise giving its contact center agents and service teams the tools they need to delight your customers? What if those agents and teams could take advantage of automation and AI-driven tools that helped them access all the data and expertise in your enterprise when solving complex customer problems--avoiding the knowledge gaps, silos and tiered support structures that too often require customers to repeat information as they’re passed through multiple points of contact?

In this webinar, you’ll learn how to seamlessly blend your front-line agents and service teams with the experts and resources that frequently are key to solving the difficult problems that customers still expect to be handled on the first call.

You will learn:
• What your customers expect when it comes to solving complex problems
• How to better integrate your resources and teams so that you can “swarm” on a customer problem and solve it more efficiently
• What kind of results you can expect to deliver with this approach"

How to compose your contact center across telephony, CCaaS, AI, and authentication

May 9, 2023

Composing your perfect contact center communications is complex. If you’re responsible for your enterprise communications tech stack, you’re probably staring at a pile of challenges—like connecting conversational AI to SIP, bioauthentication to CCaaS, and in-app calling to anti-fraud tools–all in the cloud.

But you can’t get there without a strong foundation. In this session, find out how the Global 2000 are achieving composability, resilience, and simplicity for emerging use cases with a plug-and-play approach made possible for the cloud, on-prem, and everywhere in between.

Key Takeaways:
● How to close the integration gap to bring voice bio authentication, conversational AI, and anti-fraud call scoring to your contact center call flows with hassle-free composable routing
● Understanding common use cases for communications composability in your contact center
● How to smoothly navigate a migration from on-prem, to hybrid, to full cloud voice deployment in your contact center
● Why your carrier should play an active role in your comms modernization and engineering

Maintain and Migrate: How on-prem PBX and Cloud Calling Can Co-exist

March 22, 2023

As the on-premises PBX market undergoes some near-term upheaval– Avaya in Chapter 11 bankruptcy and Mitel acquiring the Unify assets from Atos, understanding your maintenance and support options is critical.

As business move voice and UC solutions to cloud calling, there continues to be a need to maintain legacy PBX solutions on-premises during the migration to unify their solutions over time. This transition requires businesses to plan for supporting dual systems for a period of time to ensure continuity of service.

This webinar will dive into

  • What Avaya customers should be evaluating in relation to PBX maintenance and support
  • Best practices for hybrid voice connections: enabling PSTN connectivity between PBX system and Microsoft Teams Phone
  • In depth case study: multinational utilizing an Avaya PBX in 70 locations across 45 countries utilizing third-party support with migration plans to the cloud
  • Key security consideration

Register Now!

How is the Emergence of Communications Technology Impacting the Enterprise’s Digital Transformation?

February 22, 2023

Enterprises’ digital transformations in recent years have been impacted by multiple factors – globalization, the rise of IoT, or changes to customer behavior and demands. Undeniably, the COVID-19 pandemic accelerated changes in workplace culture which also contributed to the adoption of new technologies.

However, the increase in the channels and technologies used often leads to an increase in complexity that impacts most, if not all, of the business areas. A way to minimize this complexity is through decentralized low-code deployments - for higher agility, autonomy, and adaptability:

  • No more “one size fits all” model for enterprise technology: Flexible technology and service provider relationships
  • New contextual and revenue opportunities by combining the power of low-code applications and modern cloud infrastructure

Join this webinar on February 22, 2023 at 12 PM ET to get an expert insight into how new communications technology is impacting enterprises’ wider digital transformations.

Divya WakankarExecutive VP of Enterprise Business & Marketing at BICS, will share her insights on the transformation of digital communications, where it comes from/ how it affects business interactions, and how communication technologies have enabled enterprises everywhere to thrive in the rapidly changing market.

Gabriel Salvate, Business Development Director for IoT at BICS, will discuss the benefits of 5G roaming and mobile private networks for enterprises, as well as how new technologies such as eSIM, IoT SaFe, Digital Twin are transforming the IoT environment.

Register Now!

Beyond Tradition: Why Failing to Evolve your Conventional Call Center is Costing you Customers, Employees, and Profits

December 6, 2022


Keeping pace with customer preferences and driving sales and loyalty requires nimble infrastructure and technical liberation. Yet enterprises remain held to constrained, traditional customer engagement strategies that consider contact centers a cost burden, not a force of innovation and growth. 

Contact centers and customer engagement channels now extend beyond support agents and phone queues. They’re vital for sales teams, financial advisors, retail associates, healthcare providers, and more. They help brands engage where, when, and how their customers prefer, from WhatsApp and SMS to Facebook Messenger and webchat.

Join Analyst Blair Pleasant and Twilio customer experience expert Lenore Files for a live webinar to learn: 

  • How the contact center industry is shifting by looking at the customer experience as a revenue driver, not a cost driver.

  • Who are the new users driving CX beyond the traditional call center agent,and how customer-facing employees including sales teams, financial advisors, retail associates play a powerful role with customer engagement.

  • How Twilio Flex gives companies control to centrally orchestrate and encourage dialogue across all channels, and at every stage of the journey, with precise personalization fueled by first-party data. 

  • How you can own your roadmap, and still preserve your investments by modernizing at your own pace.

Register Now!

2023 Forecast: Businesses that Invest in CPaaS Will See Greatest Impact on CX

November 16, 2022

Getting the customer experience right has become one of the highest priorities for businesses this year. According to new Metrigy research, IT is expected to spend more on customer experience than on security in 2023.

So, how can you get the most from your IT spend in 2023? Invest in CPaaS—and here’s why: Better customer experiences with less time and fewer resources.

For your customers, CPaaS platforms help create seamless journeys that enable intelligent conversations on the right communication channels, at the right time. For your organization, they help get more done with less through low-code/no-code automation tools that conserve human capital and increase speed to value.

Join the discussion to explore:

  • The latest trends and data from Metrigy on IT and CX spending for 2023
  • Why offering consumers a choice in how they want to engage on conversational messaging channels like WhatsApp, Apple Messages for Business, Instagram, RCS, and Google’s Business Messages are key to a winning customer experience
  • How enterprises are using CPaaS APIs, prebuilt integrations, and low-code tools to quickly design communications-enabled applications with fewer IT resources


Register now!

How to Deliver Great CX without Sacrificing Communications Security

November 9, 2022

Your organization's customer experience is impacted and protected by security. You can’t prioritize one without weaving in the other.

Join this webinar to get actionable tips and strategies to deliver secure connections across your communications channels while delivering on your organization’s CX promises.

In this webinar, we'll explore:

  • How security impacts your CX strategy and ways to balance both across communication channels
  • Strategies to maintain security and reliability during a cloud migration
  • Ways to delight your customers and build a best-in-class brand experience

Register now!

Don’t Be the Next Contact Center Horror Story

October 12, 2022


Is your sleep filled with nightmares about contact center horror stories? Do you lie awake worrying if your contact center is actually ready for modern customer expectations? Artificial Intelligence (AI), business continuity and disaster recovery (BC/DR), and return on investment (ROI) are top priorities for contact center leaders, but how should you build a resilient, flexible contact center ecosystem that makes both your customers and bosses happy?


Join Bandwidth’s General Manager of Contact Center solutions, Ankush Gangwani, and Metrigy’s CEO and Principal Analyst, Robin Gareiss, to learn how you can avoid common Contact Center horror stories—from CX disruption to integration gaps.

In this webinar, you’ll learn about:

  • Top priorities and roadmaps for CX leaders
  • Turning your contact center into a competitive advantage
  • Creating resiliency in the voice channel
  • How you can integrate AI, bots, and more

Register now!

Regulatory Masterclass: Telecom Compliance Around the World

August 24, 2022

You’ve gone global, moved to the cloud, and handled the shift to hybrid work successfully.  Your work is done, right?

Wrong!  Due to the evolving regulatory landscape in the U.S. and internationally, your work is never truly done. Keeping up with regional regulations like RAY BAUM’s Act and the EU Electronic Communications Code (EECC) is a full-time job—but you’re not in it alone. That’s why we’re hosting a free masterclass to educate you about regulatory changes, help keep your employees safe, and avoid service disruption.

In this session, our regulatory experts will cover important questions like:

  • Why should your business care about compliance?
  • Which regulations are impacting you in the U.S. and internationally?
  • How can you maintain compliance where you’re doing business

Register now!

Work Smarter, Not Harder: How to Configure Telephony for Microsoft Teams and Genesys and More From One Platform

June 22, 2022

Getting individual UC or contact center platforms to the cloud is step one—but once you’re there, how can you get the greatest value out of your investments? As an IT leader, you need to consider your entire cloud communications ecosystem, not just siloed solutions. The way you configure each individual application and platform has a domino effect on your entire comms stack

Find out how the Fortune 500 are managing their entire comms stacks, getting the most out of each migration, and leveraging the industry’s leading UCaaS and CCaaS platforms together to create a best-of-breed, composable environment for communications modernization and reinvention. 

In this webinar, you’ll learn about:

  • Simplifying your communications migrations, number management, and more
  • Bringing EX and CX together for composable comms
  • Planning for business continuity and disaster recovery

Register now!

Back to Basics: Agent Engagement Tops 2022 Contact Center Priority List

June 8, 2022

2022 has presented contact centers with new challenges as a result of remote and hybrid work arrangements. Agent engagement is more important now than ever to control spiking attrition rates and to retain staff amid record low unemployment. Just as customers abandon brands due to poor experiences, the same can happen with employees.

Conversely, engaged employees deliver productive, personalized support, which drives top line revenue. And if we've learned anything from the past 2 years, adaptability is essential to any business interested in remaining competitive.

Join this webinar on June 8th at 2 PM ET to hear more about agent engagement trends and these strategic imperatives for contact centers in 2022!

Register now.

911 and the Hybrid Workforce

May 11, 2022

The second and final phase of Ray Baum’s Act came into effect on January 6th, 2022, and many enterprises are still struggling to comply.

Whether your employees are working in the office, at home, or from their local coffee shops, providing emergency responders with an accurate dispatchable location is a federal requirement. Paired with both on-premise and cloud-based comms, enterprises need specialized emergency solutions to face the challenges around location provisioning and detection.

To help you pinpoint the exact location of your workers at the time of the emergency call, Bandwidth has partnered with the best self-provisioning and location detection software providers out there.

Join this upcoming webinar on May 11 at 2:00 PM ET to hear Thomas Ginter, Bandwidth’s E911 Solutions Engineer, and Irwin Lazar, Metrigy’s President and Principal Analyst, talk about: 

  • What RAY BAUM’s Act and Kari’s Law mean for your business
  • How to empower address self-provisioning for your remote employees
  • The three stages of achieving emergency regulation compliance
  • What’s missing from your 911 tech stack

Register now!

The Cure to Video Call Fatigue: Asynchronous Video

April 20, 2022

Videoconferencing fatigue is real—we’re all starting to feel it.

Video calls aren’t the enemy. They’re a huge part of how many of us are able to continue doing our jobs and keep our businesses running.

But there is another way to keep in touch. One that saves time and gives us back control over how we spend it. It’s called asynchronous video.

Join a leading industry analyst and solution provider as they break down how you can use asynchronous video to battle video call fatigue and text-based communication overload.

In this session you’ll learn:

  • The difference between synchronous and asynchronous communications
  • The advantages of asynchronous video
  • 4 ways to use asynchronous video

Register now!

The IT Leader's Secret to connecting telephony, authentication, and CCaaS platforms

April 6, 2022

Is your 21st-century contact center stuck using 20th-century technology? It’s time to phase out your on-prem contact center equipment once and for all. Learn how to weave in Pindrop’s caller authentication and anti-fraud solutions like a pro, and simplify your telephony without sacrificing quality.

Join Bandwidth’s Carly Hildyard along with Pindrop's Amit Gupta at 2 PM ET on Wednesday, April 6th to learn how your enterprise can embrace complexity, invest in customer experience, and future-proof your comms stack — all while spearheading your organization’s digital transformation.

In this webinar, you’ll learn about:

  • How bringing your own carrier (BYOC) allows you to simplify cloud migrations
  • The role of voice authentication in your contact center, and how Pindrop works
  • How to empower rich data integration between Bandwidth and Pindrop
  • Next steps to creating a future-proof, composable contact center

Register now!

Contact Center AI is No Longer a ‘Science Project’

March 9, 2022

Contact Center vendors have too often oversold AI as enabling all things to all people, while organizations have found both AI and omnichannel implementations to be very complex.

With new self-service and digital engagement initiatives, companies of all sizes can now easily leverage AI ‘out of the box’ to automatically respond to customer intent, route interactions to the right answers and agents, and even assist those agents with serving customers. But you need the right combination of goals, tools, and approach.

In this webinar, we’ll talk with the founders of two startups - Kare Knowledgeware and Koopid – both recently acquired by Dialpad. In creating their companies, they tackled these problems of complexity and invented new systems to streamline the use of Conversational AI to power both omnichannel engagement and self-service, delivering next-generation customer experience to clients around the globe. Together, founders Tim Porter and Venky Krishnaswamy, both now with Dialpad, will help answer the following questions:

  • What have been the primary challenges companies have encountered when utilizing AI?
  • Which organizations can benefit the most from AI and machine learning?
  • How self-service changed from being just a glorified FAQ to intelligently serving customers and reducing contact center costs?
  • How has the omnichannel landscape changed, and where are organizations seeing benefits through digital interactions?
  • Why is workflow automation critical to reducing costs and enhancing CX?

Register now!

A Guide to CPaaS for CX Leaders - How to Not Get Left Behind but Jump Ahead

February 22, 2022

Heard the term “CPaaS” but not exactly sure how you could use it in your business? 

Or maybe you know it stands for Communications Platform as a Service, but you haven’t tried it out yourself. 

You’re not alone, but CPaaS usage is growing very rapidly YoY. 

And you probably need to use it too.

This webinar will discuss:

  • What is CPaaS actually
  • Who’s using it and how is the market growing
  • Common use cases for CX leaders
  • Exploring no-code, low-code, and full-code options

Register now!

How CPaaS is Transforming Digital Engagements

February 9, 2022

Today’s businesses serve a generation of connected consumers that value convenience, excellent customer service, and the ability to self-serve. They expect a frictionless experience across all communications and areas of the business. 

With digital transformation and improving CX a priority for most businesses, the maturing CPaaS market has an important role to play in meeting business needs around CX. CPaaS will be particularly important as the demand for cloud communications grows and enterprise IT comes under pressure to bring about the transformation needed to enhance the enterprise’s digital competitiveness.

Join this discussion to learn about: 

  • How current CX and CPaaS trends open up opportunities for enterprises to build inclusive customer experiences throughout the entire customer journey  
  • Use cases that drive significant impact across industries such as travel, healthcare and retail 
  • How enterprise developers are leveraging API and orchestration tools to deliver exceptional experiences 

Register now!

Crazy Contact Center Predictions for 2022

January 26, 2022

As the world changed over the past two years thanks to a pandemic, issues driving business communications and contact center modernization have also shifted. This time of year, everyone tries to predict what’s going to happen in the coming year. Most predictions rarely come true - yet there are trends worth talking about that can impact how you will manage your customer support and sales resources. 

Predicting the future isn’t easy, but in this lighthearted look at what COULD happen, Blair Pleasant and Ron Stevenson will discuss what will LIKELY happen in the year ahead. Some of the predictions which we know WON’T come true (and we’ll suggest real actions to take, instead).

In case these crazy predictions fail to materialize, join us as we explain new approaches and tools that ARE available now to help your contact center evolve and solve real problems for both customers and agents in the year ahead. 

Register now!

How to Embrace Complexity in the Cloud

January 12, 2022

Enterprises moving to UCaaS and CCaaS solutions are struggling to migrate communications to the cloud without losing critical features or control over their spending. 

The Bring Your Own Carrier (BYOC) model gives IT departments new opportunities to build best-of-breed cloud solutions with the right platforms and technologies — all while mitigating some of the migration complexities.  

But what exactly does a cloud migration with BYOC look like? And what should enterprises consider before taking the leap? 

Join Lauren and Travis from Bandwidth and Sameep from RingCentral at 2 PM ET on January 12th, 2022 to learn about: 

  • When Bring Your Own Carrier (BYOC) is a good choice for enterprises
  • How to migrate communications to the cloud with a BYOC model
  • The migration roadmap for an effortlessly connected cloud ecosystem

Register now!

Beyond Voice & Messaging – Innovate Customer Experiences with Programmable Digital Engagement

December 1, 2021

Today's digitally powered economy is set to take off. By leveraging the high-bandwidth, low-latency network services, operators use APIs to expose their network services, allowing a vast community of new mobile and web application developers to create new experiences without telephony communications infrastructure expertise.

With the rapid advances in fixed and wireless networks, such as 5G, service providers are in a position to leverage this new programmable communications paradigm to facilitate a new wave of innovation in immersive real-time communications, IoT, Artificial Intelligence, Media Analytics, and Edge Computing applications.

You will learn:

  • How conversational AI-based video bots can automate customer engagement
  • How conversational in-call assistants can perform biometric authentication, reduce background noise on live calls, and more
  • How a virtual assistant can provide hyper-personalized digital commerce in AR/VR applications

Register here!

Free Yourself from the Legacy PBX - How to Build a Modern Phone System in the Cloud

November 3, 2021

Is your legacy PBX system slowing your business? You may have invested a lot of money and time on a phone system that is simply not scaling to meet the needs of the modern workforce. You may feel shackled by the never-ending service contracts that are bogging your business in an endless loop.

In this webinar, we will show you how to migrate from your legacy phone system and build a modern cloud-based phone system.


This webinar gives you the opportunity to:

  • Learn about the challenges faced by businesses like yours using legacy phone systems
  • Understand what makes the API cloud-based approach different from off-the-shelf systems
  • Discover the benefits of building on a platform that scales and meets the needs of a modern workforce
  • Participate in a Q&A with experts from Twilio and Spoke Phone

Register now!

6 Shifts That Are Reinventing CX

October 20, 2021

Join this webinar to discuss findings from “The State of Customer Experience 2021”— surveys of 2,629 consumers and 690 CX executives — that shows we’re entering a new phase of CX. We’ll also present recommendations on actions you can take right now to clear a path toward CX leadership.

You will learn:

  • Why AI is a top strategic priority for CX organizations 
  • Where siloes are the greatest barriers to success
  • Why balancing data use and privacy is table stakes  
  • How to best to adjust to the shift in channel use 
  • When it’s optimal to shift to the cloud
  • Who among your frontline staff are poised to shine

While some organizations flounder, companies that lead with CX have countless opportunities to win in today’s experience economy. Register today to make sure your company is ready.

Digital Transformation’s Impact on Customers, Users, and Employee Experience

September 22, 2021

The best digital transformation strategies require flexible platforms so that rapid changes can be made based on customer preference, market dynamics, and business strategy. But how do you plan and then execute this strategy?

In this webinar, a leading industry analyst will join a technology thought leader to discuss how to incorporate all 3 of these elements into your customer experience.

You will learn:

  • How digital transformation impacts functional areas far beyond the contact center
  • How executing on digital transformation requires a multi-disciplinary approach beyond just IT
  • How enterprises are innovating with digital customer and employee experiences

How to Transform Your Organization to an Event-Driven and Composable Enterprise with Slack

August 25, 2021

No matter which industry or company you work for, the way your employees engage with day-to-day system events, from tools like CRM, ERP, and HRIS, can have a massive impact on your bottom line.

As our world continues to change, it’s necessary to embrace a model of event-driven architecture that is better equipped to work with human-level engagement to turn noise into productivity.

You're invited to join this webinar on 8/25th at 2PM ET to discuss the “composable enterprise”, the value it can provide your organization, and why enterprises need an engagement layer, like Slack, to connect their people and events in one place.

You will learn:
• What constitutes a “composable enterprise,” and why this trend is important.
• How tighter integration of CRM, ERP, and other enterprise tools with collaboration platforms can drastically increase employee productivity and satisfaction.
• How a collaboration platform can be the basis of an “event driven architecture” that achieves this integration.


How Network Quality is Critical to Remote Agent-Based Customer Service

August 11, 2021

The latest CX software, applications, and AI-enabled features won’t do you much good if the network you’re using can’t keep up, leaving agents and customers to struggle with bad connectivity and system performance.

 This webinar will show you the latest technologies and requirements your enterprise can’t afford to ignore as you build out your remote-agent-based contact centers.

We’ll cover:

  • The most common network and application performance issues faced by remote contact center agents today, and how to mitigate them
  • How addressing network and application performance can improve your contact center metrics
  • How network and application performance issues can threaten your ability to take advantage of advanced AI-based customer service features

Microsoft Teams Voice Enabled Customer Service Workflows

July 28, 2021

Many organizations have incorporated Microsoft Teams to enable hybrid work where in-office and remote employees regularly collaborate. There are also enormous benefits to the customer service experience when organizations integrate Teams Direct Routing and their contact center into the Teams Voice platform.

Your enterprise can:

  • Integrate SMS into Teams chat channels
  • Initiate call-backs from SMS messages with links to mobile Teams clients
  • Bump the SMS directly into a Teams phone call
  • Automate PKI notifications to agents
  • Allow agents to see in real-time what team members are available to help with a customer

This 30 minute webinar will discuss how you can use these capabilities to take Microsoft Teams and your organization to the next level.

5 Cloud Contact Center Best Practices for 2021

July 14, 2021

When choosing your contact center solution, you need to keep your agents top of mind. So how does your business lay the groundwork for that agent experience to maintain productivity and engagement?

This webinar will provide best practices for rolling out a seamless experience for agents as they navigate the new hybrid reality. You’ll come away better equipped to successfully implement the right cloud solution and reap the benefits for your agents—and thus your customers.

You will learn:

  • Key workforce engagement capabilities for the new workplace
  • Agent traits and skills required for different channels - video vs. email vs. chat
  • How implementing video improves the agent and customer experience
  • WFE configuration with video
  • Network performance and management tools to ensure optimal video performance for your agents and customers

Three Steps to Personalize Customer Engagement

June 30, 2021

To gain repeat business and customer loyalty, contact centers must be able to provide hyper-personalized interactions fueled by the right customer data. Customer satisfaction will increase as interactions will be more relevant and timely, and customer effort will be reduced as better data fuels proactive customer engagement.

In this webinar, you will learn:

  • How the past 18 months have changed the way we communicate, our digital needs, customer engagement habits.
  • Recent survey results from both Omdia and Twilio on post-covid tech investments, progress on digital transformation, and challenges preventing progress.
  • Drill down on 3 imperatives to deliver hyper-personalization in your contact center interactions.

How to Make Your Phone Calls Prosper in a World of Scammers and Spam Blockers

June 16, 2021

Reaching customers over the phone is hard. Legitimate business calls are battling for attention with waves of scam and spam calls also trying to reach the same people. Fortunately, there are practices that can help ensure you get the most out of your calling efforts. 

Join a leading industry expert on UC security and subject matter experts from call spam and identification service Hiya, for an in-depth discussion.

You will learn:

  • How the illegal caller industry operates
  • How spam detection services work
  • Ways to make sure your calls aren’t flagged as spam
  • And ways to make sure your call recipients don’t think the call is spam

How Integrating UC and CC Creates Better Customer Journeys

June 2, 2021

Integrating your contact center with your UC can help break down the walls between the contact center and the business, to create seamless customer experience.

In this webinar, leading industry analyst Blair Pleasant joins Andy Dignan, SVP of Global Partners and Services at Five9, to help you deliver this alignment to ensure positive customer journeys.

You will learn:

  • The importance of providing a frictionless integration between contact center and UC platforms
  • How a seamless UC integration can improve the customer experience
  • Why enterprises must adopt a contact center and UC integration

5 Ways 5G Will Change UCaaS

May 19, 2021

5G is poised to massively impact how businesses operate, providing as much as 100 times more bandwidth than 4G and supporting millions of devices per square mile. For industries such as UCaaS, this change is particularly exciting.

 In this webinar, DJ Gillit of Dialpad and Dave Michels of TalkingPointz analyst firm will discuss the significant impact 5G will have on the UCaaS industry. 

You will learn:

  • Why 5G ends the mobile-first debate
  • How collaboration will improve
  • What an always-connected world will look like
  • How 5G will accelerate digital transformation
  • How the traditional workday will be obliterated by 5G

30 Minute Tutorial: Evaluating Telecom Options in Microsoft Teams

May 5, 2021

As Microsoft Teams gains adoption among large enterprises, the options to bring communications and telephony functions to Teams continue to grow, and now include:

In this webinar, a leading analyst will help you assess your options and understand which might be best for your enterprise.

You will learn:
• The different telephony options with Microsoft Teams
• The major differences between Microsoft Calling Plans, Direct Routing, and Operator Connect
• Anticipated advantages for the Operator Connect method, specifically
• Ideal use cases for each method of PSTN access

Keeping Employees Safe & Informed at the Office—Beyond the Virus

April 21, 2021

Post-COVID office safety isn’t just about cleaning and distancing; it’s about having all the systems in place to keep employees informed in case of any emergency or dangerous situation—from active shooter to weather emergencies. It’s not optional, either; you have a legal “duty of care” to make your workplaces as safe as possible. In this webinar, a leading analyst will help you learn what’s required and how best for you to meet those requirements.

 You will learn:

  • What “duty of care” means, and what you need to do to fulfill this standard
  • How to use communications technologies to “harden the perimeter” of your facilities as well as provide comprehensive notification capabilities for use in emergencies
  • How to plan a strategy for office safety across all your employees’ devices and applications using an end-to-end incident management and mass notification solution to eliminate gaps in protection

How Video Creates the Human-Centric Contact Center

March 23, 2021

Video can provide the customer experience that gives your enterprise an edge against competitors, especially in situations where a high degree of trust and human interaction are required. Especially in the wake of the pandemic, these qualities will be more in demand than ever, which is why video is poised to play a larger role in contact centers in the next 12-18 months. In this webinar, a leading industry analyst will present data and insights on video’s role and future in the contact center.

You will learn:

  • When video is most effective in contact center interactions
  • The role video can play in an omnichannel contact center
  • How to ensure security and quality of service in a video customer experience

Innovate Your Contact Center with Your CURRENT Platform

March 11, 2021

Despite growth in CCaaS offerings, many enterprises—especially the largest—still rely on highly-customized premises-based deployments. If you aren’t in a position to forklift-upgrade to cloud, you still need to keep up with CCaaS-led feature/function innovations. In this webinar, the industry’s leading contact center analyst will provide a perspective on the pace of large enterprises’ migration to the cloud, and what features/functions are most critical for innovation.

You will learn:

  • The leading innovations driving the contact center market
  • How you can drive innovation with your existing contact center solution for years to come
  • How to enable WFH agents simply and securely
  • How to add click-to-call, virtual agents, conversational IVRs, agent assistants, and other great features

To Host or Not to Host?... Your SBC for Microsoft Teams Direct Routing

February 10, 2021

If your enterprise plans to use Direct Routing to bring your own carrier into Microsoft Teams, you’ll need to use a Microsoft certified Session Border Controller (SBC). But instead of buying more CPE, it may make sense to use a hosted SBC. In this webinar our experts will discuss the case for, and against, hosting your SBC.

You will learn:

  • Why organizations are moving away from managing their own SBCs
  • Why organization might resist giving up control of their SBCs
  • Pros and Cons of hosting
  • The different options that exist in the market today for hosted or SBC as a Service

Why Communications Security is More Important than Ever: What You Need to Know Now

January 27, 2021

With the majority of employees now working from home due to the pandemic, IT and business leaders must strengthen their efforts in securing against breaches, fraud, and other harms that can stem from this new reality.

In this webinar, we’ll look at how communications services have transformed, what to expect going forward, and how to best protect your real-time business processes and sensitive data for the future.

You will learn:

  • Emerging threats to your business’s communications and how those threats are evolving 
  • The increasing challenge of protecting your communications networks’ expanded surface area due to cloud adoption and the remote workforce
  • Why now is the best time to assess and recalibrate your communications security strategy
  • How IT, security, and business leaders can proactively protect communications to ensure resilience, governance, and compliance while minimizing risk

Beyond Bots: How AI Is Driving Agent Productivity and Service Quality

January 13, 2021

Contact centers have seen record traffic since the pandemic hit, stretching agent workforces to their limits. To handle more traffic and make your agents more productive, you need an AI strategy. 

In this webinar,  the contact center industry’s leading analyst will discuss the AI-driven features and functions that generate the greatest productivity gains for agents. She’ll be joined by a representative from a CCaS provider that’s leading the way in deploying AI capabilities for the contact center.

SIP Trunking: What Provider is Best for You?

December 16, 2020

Choosing a SIP Trunking provider is not a straightforward decision. The market has a plethora of providers offering innovative services. In general these providers break down into Telcos and Cloud providers. Each approach carries its own implications, so how do you choose?

Choosing a SIP Trunking provider is not a straightforward decision. The market has a plethora of providers offering innovative services. In general these providers break down into Telcos and Cloud providers. Each approach carries its own implications, so how do you choose?

Join us for the webinar SIP Trunking - Demystifying Cloud vs Telco Providers for tips on how to make this decision.

In this webinar you will get:

  • An unbiased view of the SIP Trunking market and landscape by industry analyst Diane Myers of Omdia
  • What makes the Cloud and Telco providers different
  • Criteria you can apply to compare the Cloud vs Telco
  • Q&A with industry experts

Crash Course: Get Up To Speed on E911 & STIR/SHAKEN Compliance

December 2, 2020

New regulations around 911 are about to take effect, and many enterprises still need to solve for the dispatchable location requirements in RAY BAUM’s ACT. Meanwhile, service providers need to comply with STIR/SHAKEN rules designed to reduce robocalling and illegal phone number spoofing.

In this webinar, Bandwidth’s experts will help you grapple with both of these complex and often misunderstood topics. You’ll gain insights into the solutions that can help you meet these challenges in 2021 and beyond.

You’ll learn:

  • How E911 regulations will impact your enterprise over the next 13 months
  • STIR/SHAKEN: what it is, what it isn’t, and who’s responsible for implementing it
  • Dynamic/nomadic E911 options that can help you meet RAY BAUM’s Act requirements (including Microsoft Teams, Zoom Phone, and more)
  • How the industry is responding to enterprises with legitimate spoofing use cases

The Microsoft Teams Map to Success, A Business Leader’s Journey to Voice Transformation

November 18, 2020

The next step for your enterprise’s Microsoft Teams deployment is likely to be transitioning telephony from your legacy PBX to Teams Direct Routing. But since every legacy telephony environment is different, every Teams telephony migration will be different.

In this workshop, one of the industry’s leading experts on Teams will address managed service solutions; how to resolve real-world scenarios for global scale; multi-vendor integration; site resiliency; and flexibility.

You will learn:

  • How to plan your migration to Teams for voice
  • The challenges that real-world enterprises have encountered, and how they overcame these pitfalls
  • How to evaluate whether a managed service is the best approach for your Teams voice transition

Be Ready for Anything: 3 Tips to Build Agility into Your Contact Center

November 4, 2020

In the wake of the pandemic, contact centers have had a new opportunity to reflect, reassess and rethink the way we do business, to better prepare us for what is coming next. Creating this built-in adaptability prepares you and your team to be ready to drive agility and performance; conquer surprise disruptions; and capitalize on new opportunities.

In this webinar, you will learn:

  • What strategies you can apply to build a productive and engaged distributed workforce
  • How to leverage tools and techniques to detect and act on early warnings
  • How to be flexible enough to handle demand swings

30 min Tutorial: Configuring Direct Routing for Microsoft Teams

October 21, 2020

You’ve heard all about the high level benefits of Direct Routing, so let’s cut to the chase and see how setting it up actually works. Join our subject matter experts as they demo the configuration process.

You’ll have a chance to pepper them with all your technical questions in real time. In this webinar you can watch and learn OR do and learn as we:

  • Configure a Ribbon SWe Session Border Controller in Azure for Direct Routing and Dynamic E911
  • Set-up Bandwidth SIP Trunking and Dynamic Location Routing for Teams
  • Take live Q&A with our experts

Plan on attending live for a chance to win a Yeti Tundra Cooler! We’ll draw one winner from attendees at the end of the session.

*(Must be present to win. Government employees are not eligible. Yeti is not associated with this contest.) 


Navigating the New, Digital-First Customer Experience

October 7, 2020

The transition to digital-first, omnichannel service is crucial for enterprises to deliver the fast and friction-free experience customers now demand.

Join Mila D’Antonio, Principal Analyst, Customer Engagement at Omdia, and Vit Horky, Senior Director Digital Experience at NICE inContact, as they discuss how businesses can successfully and proactively serve “always-connected” customers. This webinar will show you how to implement omnichannel customer engagement, and keep the momentum going with proven methods for innovating seamless digital-first CX.

You will learn how to:

  • Invest in intelligent digital assistants and emerging tech to eliminate friction from CX
  • Create a data-driven organization to connect the dots along the enterprise
  • Develop a strategy and digital-literate workplace to align objectives with digital transformation

Microsoft Teams Phone System – Getting Connected with Direct Routing

September 23, 2020

Microsoft Teams Direct Routing allows to use their own session border controller and SIP trunking provider when adopting Microsoft Teams Phone System. This approach can reduce costs, improve flexibility, and ensure a seamless, minimally disruptive migration to Teams.

This webinar, featuring Irwin Lazar of Nemertes Research and Greg Zweig of Ribbon, will help IT and telecom staff understand Microsoft Teams Direct Routing.

You will learn:

  • What Microsoft Office 365 licenses are required to use Microsoft Phone System?
  • How are your peer organizations using Teams?
  • What are the economics of connecting dial tone to Teams?
  • How to implement Direct Routing?
  • and much more

Delivering on the Digital Urgency for Customer Service in the Pandemic Era and Beyond

September 9, 2020

Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has become “digital now or die” for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centers deliver on this new, urgent imperative? 

Register for upcoming webinar with Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics, and Sam Hahn, Technology Evangelist for eGain Corporation, to find out. The webinar will also feature a demo of a next-gen customer journey across digital and voice touchpoints, guided by AI and knowledge management.

Accelerating Actionable AI in the Contact Center

August 26, 2020

The current environment is driving accelerated rollouts of AI in contact centers, to deal with urgent new demands. And organizations are finding they can implement AI and see measurable benefits much more quickly than they thought, with some implementations going live in as little as 15 days.

In this webinar, the industry’s leading contact center analyst will discuss AI in the contact center with leaders from Genesys and Google Cloud. You’ll learn about case studies and how AI-driven analytics can help contact centers better understand their customers’ journeys and plan accordingly. You’ll also gain insight into the ways in which the current disruptions may drive longer-term trends.

You will learn:

  • What near-term challenges your contact center may be able to address with AI
  • How to make sure your short-term AI implementation meets your goals
  • How private and public sector contact centers addressed recent disruptions by implementing AI quickly and effectively

Making Voice Migration Simple: A Managed Service for Microsoft Teams

August 12, 2020

Microsoft Teams is the fastest growing app in Microsoft history, and many enterprises want to use Teams as their telephony client.

 Join AudioCodes and ScanSource to learn how Unified Communications as a Service (UCaaS) provides a simple route to voice-enabling Microsoft Teams. This informative session will be led by consultant Brent Kelly of KelCor, a leading expert on Teams feature/functionality.

You will learn:

  • The benefits of voice-enabling Teams
  • The benefits of using a UCaaS model to voice-enable Teams
  • Why a managed service may make sense for your Teams voice implementation

Reinventing the WFH Environment - Optimizing the Supervisor & Agent Experience

July 29, 2020

Contact centers must reinvent agents’ work-from-home experience in order to successfully navigate the new customer service landscape. Supervisors must be equipped with the right contact center tools, not only to overcome common work-from-home challenges, but to also optimize agent engagement and performance.

 Join Robin Gareiss, President & Founder of Nemertes Research and Peter Milligan, Sr. Manager of Portfolio Marketing at Five9, as they share the latest research regarding companies moving to a remote workforce and discuss best practices that will help your contact center employees overcome remote work challenges and empower agents to continue delivering exceptional customer experiences.

You will learn:

  • The largest challenges that remote agents have encountered in working from home, and how to address these
  • Features and functions within contact center systems that can help improve the agent experience and thus provide better customer experience
  • Best practices for supervisors to best manage their remote agents

Why You Need to Add Dial Tone (aka Direct Routing) to Microsoft Teams

July 14, 2020

IT organizations are under tremendous pressure to cut costs, so using Microsoft Teams as the office phone system has the potential to eliminate dedicated PBX hardware and expensive service contracts. Now that many enterprises have seen Teams use accelerate due to the increase in remote work, organizations may be
ready to use Teams to make and receive business phone calls.

In this webinar, we will discuss best practices and lessons learned from several organizations that have already moved to Teams for phone calls. Leading Microsoft Teams expert Kevin Kieller will help you understand the feasibility of adding dial tone to your Microsoft Teams implementation, addressing key issues including:

  • What phone system features can Microsoft Teams deliver?
  • Direct Routing: Is it different from SIP Trunks?
  • What is a Microsoft Certified SBC and why is one required?
  • What Microsoft Office 365 licenses are required to use Direct Routing?
  • Do you need Teams phones?

Why Videoconference Recordings May Be Your Next Big Security Risk

July 1, 2020

As use of videoconferencing increases, many individuals are recording their meetings, which they then download and share through public services like Dropbox and Youtube, neither of which may meet organizational security and privacy standards.

In this webinar, we’ll explore this growing security issue and share insights on how to manage and get ahead of it.

You will learn:

  • Why more employees are unknowingly creating this growing security issue
  • Why video conferencing solutions are not designed to address this issue
  • Steps you need to take now, and what will be required to address it

Salesforce: Optimizing the Agent Experience from Anywhere

June 3, 2020

Improving your contact center agents’ experience is critical to keeping them performing at top levels—which benefits them and your customers. One key way to help your agents is by integrating your CRM more tightly with the agent desktop.

In this webinar, you’ll hear about how you can make your agents more productive and satisfied by providing them with more functional tools for doing their jobs, whether from home or the contact center.

You will learn:

  • The state of integrations between CRM and contact center systems
  • How tighter integration between these systems can benefit agents and enhance productivity
  • Tools for helping agents work effectively from home

E911 Support for Microsoft Teams in the Enterprise and Beyond

May 20, 2020

With remote working on the rise, enterprises are seeing the immediate benefits of moving their communications deployments to the cloud with Microsoft Teams and giving users access to a wide range of UC capabilities, including Microsoft’s latest Dynamic E911 feature. One of the most important functionalities, however, is the ability to route a user’s 911 call to the appropriate Public Safety Answering Point.

Join this webinar to hear about the drive to Microsoft Teams adoption and the challenges around E911 enterprises face when moving to the cloud.

You will learn about:
• Dynamic E911, and how Intrado’s E911 solution complements Teams with Direct Routing
• Meeting E911 regulations with Teams
• E911 support available for teleworkers

The First Tabletop Device that Brings Everyone to the Table

May 6, 2020

Join Enterprise Connect and Crestron for an extraordinary launch of an extraordinary product- The Crestron Flex MX. Don’t let looks deceive you, this is not the Flex M-Series you know.

This live reveal will showcase what makes this tabletop conferencing device one of a kind. Hear leading industry analysts discuss the new features making Flex MX the most collaborative device ever!

Don’t miss your chance to get your seat at the table when Crestron pops the hood on - the all new Flex MX.

Virtualize Your Contact Center Overnight and Get Ahead of New Mobile Workforce Challenges

April 22, 2020

Contact centers are finding themselves having to adapt to the current situation, moving agents to a work-from-home model as quickly as they can. But just how fast can businesses respond to this challenge?

In this webinar, analysts Robin Gareiss and Irwin Lazar of Nemertes Research will present survey findings and analysis showing how contact center agent workforces are moving to a virtualized model, and how enterprises can accelerate this effort. They’ll be joined by subject matter experts from AWS, who will describe ways that the Amazon Connect service streamlines the process.

You will learn:

  • How contact center workforce model is quickly adopting new remote tactics and strategies
  • How to use Amazon Connect to accelerate and improve the transition to a remote-agent model
  • How to deal with the new challenges that arise when agents move quickly from the contact center environment, to home work—including provisioning, troubleshooting, and training

How Virtual Agents Can Provide More Hands On Deck When You Need Them Most

April 8, 2020

Recent events have demonstrated the importance of being able to serve and support your customers no matter what. Whether service requests are surging, or a crisis restructures your workforce operations, “being there” for your customers means being everywhere for them - all the time.

Intelligent Virtual Agents (IVAs) are automated self-service applications that can help any type of business remain responsive and reliable when customers need them most. Join this webinar for a discussion about how to use IVAs to quickly scale your self-service support across both voice and digital touchpoints to better serve customers where they are.

You will learn:

  • Best practices for launching omni-channel IVA applications
  • How “do-it-yourself” solutions can help you reduce development time and PS costs
  • How to use omni-channel IVAs to scale for service demand or workforce disruption  
  • How to quickly and easily deploy an FAQ application to handle a surge in questions

Alternative Paths to Cloud Contact Center

March 25, 2020

As we enter a new decade, many companies are looking to replace the premises UC/CC systems they are running with similarly integrated UCaaS/CCaaS solutions. Other companies are separating their enterprise communications decisions from those relating to the contact center – even if they were both combined on premises in the past.

In this webinar, Sheila McGee-Smith, the leading contact center analyst and chair of Enterprise Connect’s contact center track, will give a strategic, insightful look at some of the trends and issues behind moving contact centers to the cloud.

You will learn:

  • The pros and cons of different strategies for migrating your contact center to the cloud
  • The advantages and disadvantages of cloud for enterprises that have a combined UC+CC strategy, versus those who separate the two elements
  • What the market as a whole looks like for the cloud migration

Security in the Cloud: Safeguarding Your Business Comms In 2020

March 11, 2020

A new generation of cyberthreats is arising to threaten your enterprise communications. That’s why you must get ahead of the curve on communications cybersecurity. In this webinar, security experts Matt Brown of Voxbone and consultant Sorell Slaymaker of TechVision Research will help you understand the latest and most pressing questions in communications security, and ensure that your business is well armed to face the threats of tomorrow.

You will learn:

  • How cyberthreats specifically endanger enterprise communications
  • How to guard against these threats
  • What makes enterprise communications unique as a security challenge

Why You Should Migrate Your Contact Center to the Cloud

February 26, 2020

Migrating to the cloud is a critical step in keeping your contact center competitive in a world where customer service demands are evolving and getting more competitive all the time. As the demands for automation and constant improvement grow, cloud-based contact centers become an increasingly important solution for your enterprise.

Join Robin Gareiss, founder and president of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about why you should be migrating to the cloud and what migration looks like for your on-premises contact center.

You will learn:

  • The top benefits of a cloud contact center migration
  • Key steps in planning your migration
  • How a cloud migration positions your contact center for the future of customer service

E911 and Microsoft Teams: Success Planning with the Pros

February 12, 2020

Organizations considering the calling options and features provided by Microsoft Teams must also consider the impact of E911 and other public safety laws and regulations.

In this lively discussion, analyst and E911 expert Irwin Lazar of Nemertes Research will join a representative of Bandwidth to discuss successful E911 approaches for enterprises deploying Microsoft Teams.

You will learn:
• Enterprise E911 readiness benchmark data and findings
• Best practices to help ensure compliance and a more reliable 911 call experience
• The requirements for Kari’s Law and RAY BAUM’s Act
• Provisioning and managing location information for dynamic routing

Machine Learning and Natural Language Processing Coming to Life in the Contact Center

January 29, 2020

Machine Learning (ML) and Natural Language Processing (NLP) aren’t just futuristic technologies; their potential is beginning to be realized today in contact centers to drive better customer service.

Join us for an Enterprise Connect webinar in which leading industry analyst Sheila McGee-Smith and Yasser El-Haggan of Amazon Connect describe how your enterprise can start taking advantage of these capabilities today.

You will learn:

  • What ML and NLP capabilities are being deployed today in the contact center
  • What impact these capabilities have on key contact center metrics and practices
  • How your contact center can start leveraging AI and ML

Beyond Video Conferencing: Should You Record Every Meeting?

January 15, 2020

As your video conferencing estate grows, so does your video content, creating a new set of opportunities and potential needs—from making meeting content securely shareable and searchable to satisfying potential new compliance requirements. This webinar will show you why enterprises should consider making meeting recordings a standard part of your strategic plan.

You will learn:

  • What’s required for recording meetings and why organizations embrace it
  • How meeting recordings increase productivity, meet regulatory requirements, and serve to indicate meeting quality
  • Best practices for encouraging meeting recordings, as well as planning for integration, security, and long-term management of meeting recordings

3 Pillars of Cloud: Applications, Data, Infrastructure

December 12, 2019

Cloud is a big, complicated and fast-evolving area of contact center technology, but you can keep up by learning the basics and best practices around three critical areas: Applications, Data, and Infrastructure.

Join Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world.

You will learn:

  • The key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities
  • The challenges relating to Data: standards, systems, and integrations
  • How to plan for next-generation Infrastructure: communications channels, migration tools, and change management

Contact Center AI: Fireside Chat

November 25, 2019

Google announced in July 2018 that it would build contact center-specific artificial intelligence solutions, working with contact center software partners. Since then, the market has been hungry for information on what capabilities are being designed, what partners Google is working with, and how customers are deploying the new contact center AI solutions. This webinar will help you understand Google’s offering, and how it affects the contact center market—and your enterprise.

Sheila McGee-Smith, the leading contact center industry analyst, will join Google representatives to help you learn:

  • What has made AI the hottest technology for contact centers now
  • What Google Contact Center AI is and how to deploy it
  • How low-code/no-code design allows Google Conversational AI to be run and maintained by contact center management
  • What real world contact center use cases have emerged in the 18 months since Google Contact Center AI was announced

Sign up now for this unique inside look at one of the contact center industry’s most important developments.

How To Become a UC Adoption Rockstar

November 13, 2019

As enterprise migration to Unified Communications as a Service (UCaaS) services grows, user adoption becomes a critical challenge. Without strong adoption, companies miss the opportunity for UCaaS to drive real innovation for their work environments—because it doesn’t have the chance to take root within the organization. Technology decision-makers can buy the most innovative technology on the market and advocate for digital transformation all they want, but if their employees fail to use it, the benefit of the investment is lost entirely. Join this webinar to learn more about how to break the “business as usual” cycle of technology onboarding, drive adoption throughout your organization, and become an adoption rockstar.

In this webinar you will learn:

  • Best practices for driving adoption of communication technology across the modern digital workforce.
  • How UC solutions provide more value than siloed, individual communications tools.
  • How communications data can be powerfully leveraged to better understand user behavior and areas for improvement when driving company-wide adoption.

Proving the Value of a Collaborative Approach to Your Contact Center

October 30, 2019

To provide the level of service today’s customers demand, contact center agents must have immediate access to the information they need to resolve issues quickly. This means empowering agents with collaborative tools for quick access to experts and information. Only when an enterprise makes the leap from a traditional to a truly collaborative and next-generation contact center is it ready for the digital future.

This information-packed webinar will feature insight from contact center experts plus findings of recently completed Enterprise Connect Research highlighting interaction channel expectations, the benefits of increasing collaboration within the contact center, and how chatbots factor in the mix.

You’ll learn:

  • Why contact center investments are so important to the overall business
  • How to balance a mix of channels, including voice and self-service, in your contact center
  • What comprises a collaborative contact center — and how your organization can benefit

Productivity in the Workplace: Eyeing Cloud Communications

October 16, 2019

Technological advancements, an increasingly distributed workforce, and evolving employee requirements are driving fundamental changes to the workplace. Many of the new technology tools and approaches offer enterprises huge productivity gains.

But leveraging the new technology to capture the gains will very likely require enterprises to adopt cloud-based technologies in order to be agile enough to move quickly from legacy systems and keep up with ever-evolving systems.

In this webinar, you will learn how:

  • The increasingly distributed and remote workforce influences employee productivity
  • Effective communications systems can create value in helping teams stay connected and productive
  • To apply best practices that promote technology adoption with your organization and reduce risk

Register Now!

Zeroing in on Security for Collaboration

October 2, 2019

How do you balance the need for your employees to collaborate effectively with the need to protect your organization’s intellectual property while meeting stringent compliance and privacy regulations? You need modern messaging-based collaboration tools, but with the number of UC&C infrastructure vulnerabilities that exist in your organization’s network today, the focus needs to be on taking a special approach to security.

With security that includes zero-trust architecture, distributed security certificate management, and multi-factor authentication, you’ll enable your security administrators to set policies to control data access based on time and location -- a capability that’s especially vital in today’s mobile-first world.

In this webinar, hear from security expert Sorell Slaymaker and Hotshot CEO Aaron Turner on how your enterprise or government agency should be thinking about security, privacy, and compliance as relates to your cloud collaboration solution. Register to learn:

  • How to approach segmentation and analysis of UC&C workstreams and security requirements
  • How digital identification capabilities can ensure access for trusted individuals
  • Why data control based on time and location is important

Register now!

Conquering Toll Fraud with Analytics

September 18, 2019

Did you know that telecommunications fraud loss amounted to an estimated $29 billion in 2017?

Whether you know it or not, it’s quite likely that bad actors have already tried, or are still trying, to gain access to your unified communications infrastructure so they can fraudulently exploit your resources. Or even worse, attackers could be targeting your UC infrastructure as a way to gain access and inflict damage elsewhere across your enterprise. Don’t be caught off-guard! With the potential for malicious attacks via SIP and VoIP, is your current security solution capable of monitoring, detecting, and mitigating these types of fraudulent attacks?
Join us for this upcoming webinar to hear real-life examples of fraudulent attempts to help prepare your organization to avoid mounting losses and a tarnished reputation.

You’ll learn:

  • Why analytics is key for successful fraud detection and mitigation
  • How analytics can help you model baseline network behavior
  • Best practices to prevent fraud and eliminate costly losses

Save Money and Deliver Results with SIP

September 5, 2019

It’s pretty well understood that SIP trunking is a more scalable and cost-effective solution than TDM and PRI -- making this transition can help you cut costs and free up end of year budget. But if you’re currently evaluating or in the process of updating your communications infrastructure to SIP, how do you justify the resources you need and plan for a pain-free transition?
Join us for this webinar to dive into the SIP transition process and learn best practices for justifying, planning, and migrating your telecom infrastructure from POTS to SIP.

We’ll discuss:

  • How to make the business case for SIP
  • Technology and provider considerations for a SIP migration
  • Best practices for planning, testing, and monitoring your transition
  • The “gotchas” of maintaining a compliant 911 solution
  • How you can measure your success

5 Critical CX Pitfalls to Avoid

August 21, 2019

Quality customer experience (CX) is a must fo

In this webinar, you’ll learn about the top CX pitfalls to avoid:

  • Not having an omnichannel strategy
  • Neglecting to use call center analytics
  • Lacking agent support
  • Failing to establish a customer care culture
  • Not fulfilling the customer feedback loop

With the right CX strategy in place, your organization can avoid these common CX stumbling blocks, empowering your agents, increasing customer loyalty, and exceeding your KPIs.

Designing Customer Experience for Scalability and Agility

August 7, 2019

As businesses ramp up for back to school season, how contact centers handle these spikes in activity has traditionally meant engineering for peak demand and hiring seasonal employees who may or may not be skilled for the rigors of the busiest time of the year. Today, however, you have an arsenal of tools to help you deliver digitally transformed customer care that can scale with your business.

Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith for a look at how your business can design your customer experiences to be ready for the scalability and flexibility required by seasonal business demands and both expected and unexpected traffic spikes. She’ll discuss:

  • New rules for capacity scalability
  • Managing and training work-from-home agents
  • The role Artificial Intelligence can play in designing for flexibility

Taking the Shortest Path to Secure Microsoft Teams Calling

July 24, 2019

Mid-sized and large organizations deploying Microsoft Teams with calling need a secure, scalable, and economic way to use their existing carrier contracts for PSTN connectivity. This involves deploying a Microsoft-certified session border controller (SBC) in the call path, which serves as a point of demarcation between your business and the cloud. With the right SBC solution, you can use your carrier PSTN trunks with Teams while at the same time securing your users from nefarious hackers attempting to infiltrate your systems for personal gain.

Microsoft now allows companies using Microsoft Teams for PSTN calling to deploy an SBC in the same Azure cloud where Teams itself runs. Deploying in the Azure cloud increases the quality of your voice communications by providing a shorter path to Teams Phone System. Plus, it’s convenient because you can order your Azure-based SBC right in the Microsoft Azure Marketplace.

Brent Kelly, of KelCor, has long been leading one of the most popular Enterprise Connect sessions on transitioning to Microsoft’s cloud communications platform. Join him as he engages with Dwight Morse, of Ribbon Communications, on best practices when moving to Microsoft Teams calling.

AI in the Contact Center: Balancing Automation and the Human Touch

July 10, 2019

In the customer experience (CX) era, businesses that are able to create an experience that delights become market leaders, while those that fail to do so lag behind and struggle to survive. For most enterprises, CX starts in the contact center, but providing a differentiated customer experience is about more than just having well-trained agents -- it’s about delivering personalized, contextual interactions while reducing the burden on the customer. And doing so while maximizing operational efficiency and minimizing costs. This has led to a flurry of activity in the contact center space around incorporating artificial intelligence (AI) into feature sets.

In this webinar, Zeus Kerravala, of ZK Research, and Steve Bell, of Talkdesk, will discuss how companies should be thinking about AI as it relates to their contact center strategies. They’ll cover:

  • How AI improves the contact center and impacts customer experience
  • Risks and pitfalls to avoid when leveraging AI and automation in customer interactions
  • The role of the human agent and how to strike the right balance

Extending the Value of Video Meetings with AI

June 19, 2019

Extending the Value of Video Meetings with AI

Video has become the way of modern meetings. But far too often, when the meeting ends, the value also ends. The content either disappears (because it was not recorded) or is not accessible to those who need it. Manual video archiving can help, but it’s time-consuming and the sheer volume of archived content can still make it challenging to find the information you need, when you need it.

Artificial intelligence (AI) has emerged as an automatic and painless way to add long-tail value to your meetings. Using AI-based capabilities like speech detection, closed captioning, and automatic indexing, your enterprise can turn every meeting into a source of key information and insight -- all without adding additional burden or work.

 Join us for this webinar with video and AV expert Ira Weinstein, of Recon Research, and Chris Zaloumis, Senior Director of Enterprise Video Offerings, of IBM Watson Media. You will learn how you can:

  •  Apply AI to video meetings for long-tail value
  • Leverage capabilities like speech detection, closed captioning, and automatic indexing
  • Build an AI-driven data library of searchable content

Evolving SIP Trunking in the Cloud Age: Best Practices for Success

June 4, 2019

SIP trunking is now the de-facto standard for connecting on-premises phone systems to the PSTN, but as organizations transition to cloud, how should they migrate their SIP trunking services to ensure maximum flexibility, security, and performance while minimizing cost?  In this webinar, we’ll share the trends driving SIP trunking evolution and provide best practices for successfully embracing the cloud. 


New Solutions for Old Problems: Driving Growth from the Contact Center

May 22, 2019

Every year, revenue targets get higher while budgets are tightened. The contact center is charged with driving business growth, even while agent attrition is on the rise. Moreover, senior executives are demanding more analysis – faster – than any contact center management team has the time to create.

These are age-old problems, but now there’s a host of proven new-age solutions! Most of these new approaches and technologies center on one core idea: Turning your customers into advocates. 

Join contact center industry analyst Sheila McGee-Smith and NICE inContact marketing expert Laura Bassett as they discuss how what’s new in contact center can solve old problems, drive real improvements, and generate new revenue. You’ll learn how:

  • Analytics can help you provide delightful customer experiences in real time
  • Investing in your agents benefits your customers
  • Reducing customer effort can result in improved customer journeys

Better self-service options show your customers they’re valued.

Why It’s Time to Go Mobile-Only

May 8, 2019

If your company has yet to cut the cord and go mobile-only, now may be the perfect time to make the move, as preferred business communications migrates from premises-based systems to UC as a Service (UCaaS). Please join us on May 8th at 11am PT / 2pm ET to learn about the latest mobility trends in the workforce, the value of mobile UCaaS, and why companies of all sizes should consider evaluating this technology. 


April 23, 2019

Customer experience has overtaken price and product as the top differentiator between brands. Your customers don’t care about your internal contact center metrics, either; they simply want fast, efficient service.

Join us to hear three ways to simplify your contact center, streamline operations, and achieve your goals.

You’ll learn how to:

  • Use technology to respond to changing conditions and unforeseen events quickly
  • Drastically reduce the agent learning curve and supply teams with the right information at the right time
  • Empower non-technical users to make administrative changes and monitor performance


April 10, 2019

There’s one aspect of a cloud migration you can’t afford to overlook: Access to 9-1-1. Maybe you’re in the middle of your migration and are worried about breaking your 9-1-1 access, or you might even be holding onto legacy PRI or POTS lines to support 9-1-1 post-migration.

In this webinar, Irwin Lazar, Vice President and Service Director at Nemertes Research, and Lydia Runnels, VP of Product Strategy at Bandwidth will offer practical advice and use cases.

You will learn:

  • How cloud and UC migrations can break user access to local 9-1-1
  • Strategies for updating your access to 9-1-1 that reduce costs and simplify administration
  • The importance of capturing user location at the time of a 9-1-1 call
  • How NG911 will impact your 9-1-1 plans



March 27, 2019

2019 is a banner year for contact center, and that was reflected at Enterprise Connect Orlando. Catch up on the biggest news from the biggest independent event for enterprise communications, collaboration and contact center infrastructure.

Join Enterprise Connect Contact Center & Customer Experience track chair Sheila McGee-Smith as she recaps the key contact center takeaways from this year’s conference, including:

  • How customers can best prepare for a migration to the cloud
  • The ways in which the contact center has become the change agent for enterprise digital transformation
  • The short-term reality of artificial intelligence in customer care


March 13, 2019

Forward thinking enterprises are embracing cloud and AI-powered technologies, because they promise to make employees more effective, improve customer engagement, provide competitive insights, and boost sales. Your enterprise needs to understand what speech analytics, natural language processing (NLP), and other Artificial Intelligence (AI) technologies can do to transform the way your employees and customers engage with you.

In this webinar you will learn:
1.    The two trends that are shaping the future of business communications
2.    Which key AI-based technologies are rapidly advancing voice communications
3.    Real examples of how speech analytics, NLP, and other AI tech is transforming how employees work in real-time


February 27, 2019

Enterprises are increasingly able to leverage Communications Platform as a Service (CPaaS) to work in tandem with existing Unified Communications (UC) systems to drive efficiency, improve quality, and help reduce costs.

This webinar will explore different types of CPaaS providers, offer tips on picking the right one for your needs, and discuss the benefits of a successful marriage between your existing UC platform and the right CPaaS solution.

You will learn:

  • The main types of CPaaS providers
  • The biggest considerations when choosing a provider--from support, to API functionality, to quality
  • The role of CPaaS in a UC strategy
  • Different ways to use CPaaS to supercharge your existing platform



February 13, 2019

To provide the best customer experience, your contact center agents need access to a set of tools that are fully integrated: Contact Center, CRM, WFO, and UC/collaboration all working together.

This webinar will help you identify which integrated systems have the most impact on agent performance, and how to make sure your solution is as efficient and effective as possible to support amazing customer experiences.

You will learn:

• The challenges and opportunities of integrating CRM, UC&C, and WFO with your contact center
• How the level of integration in your contact center directly affects the level of customer service you can provide
• How to plan your migration as all of these systems move to the cloud


January 30, 2019

How can you boost customer service and enable agility, productivity and collaboration across employees to improve your bottom line? Learn how one enterprise made it happen.

In this webinar, Kevin Dunn, CIO at US Retirement Partners will join Irwin Lazar, VP at Nemertes Research for a deep dive on how to leverage a single cloud-based voice, video, collaboration and contact center solutions. They discuss how the move can drive quantifiable business value, operational efficiency and customer engagement.

You will learn:

  • Current state of the cloud communications market
  • Implications of a siloed versus unified communications and contact center
  • The real-world benefits of running a full IT stack in the cloud



January 16, 2019

What are the latest innovations and proven principles for success with your call center in 2019? Join this session to gain in-the-know insight from some of the industry’s premier thought leaders on this year’s must haves. Join the leading contact center analyst, Sheila McGee-Smith, as she teams with subject matter experts for a fast-paced, productive discussion.

You will learn:

  • How to cultivate an agent-first attitude
  • The role AI will play
  • How priorities around metrics are shifting
  • Why CCaaS is becoming the de facto standard
  • Why you can’t ignore Generation Z


December 5, 2018

Cloud, Omnichannel, and Analytics are the 3 key technologies for enterprises seeking to transform the customer experience they deliver. But what exactly are they and how will they achieve their potential?

In this expert-led webinar, Sebastián Menutti of Frost & Sullivan will provide research data and in-depth analysis that will help you understand the technologies that will drive the transformation of your contact center systems and the customer experience that those systems deliver.

You will learn:

  • The cost and feature/function advantages of cloud-based contact center systems
  • A detailed understanding of omnichannel technology, how it differs from multichannel, and why it’s crucial to success with the new customer experience
  • What the next generation of analytics is capable of providing in terms of insights into customer and agent behavior and trends



November 20, 2018

More now than ever, contact centers are using performance and KPI results to motivate and channel agent behavior. Examples include real-time analytics of customer interactions, improved customer data analytics, and agent performance analysis tools.

Join No Jitter, Five9, and Nemertes Research to learn how next-gen agent analytics are tied to improving customer satisfaction and success, as well as reducing agent turnover.

In this webinar, you will learn:
• What capabilities are enabling contact center agent engagement
• How to deploy these capabilities to improve the experience for both the agent and the customer
• What the success metrics are for improved analytics


November 7, 2018

As Microsoft Teams grows in adoption, security will naturally become a more critical factor. In this webinar, you will learn:

  • How Oracle and Microsoft enable a seamless and faster migration from legacy applications to cloud via Teams, reducing downtime and costs
  • Why security and increased complexity from channel proliferation are amongst IT leaders’ top concerns
  • How the Oracle-Microsoft offering not only terminates sessions in a hosted environment, but also allows for deployment options such as standalone, on-prem, or cloud-based access in a multi-tenant environment



October 24, 2018

With disparate workplaces and ever-expanding volumes of information to manage, the challenges for collaborating effectively are only intensifying. Many critical applications are not integrated, and workers often lack the seamless user experience needed for real-time collaboration. You need to understand how workstyles are changing, and what’s needed to properly support workers.

This webinar will examine:
•    How key technology and workplace trends are impacting collaboration
•    Strategies to help IT choose the right platforms – and the right applications – to achieve the outcomes needed for today’s workplace


October 10, 2018

Businesses are growing across international borders quicker than ever, but scaling operations to follow suit can be a harder, longer process.

This webinar focuses on scaling your next-generation telephony deployment, identifying the challenges faced by businesses that wish to rapidly create a local presence in new markets.

You'll hear about the benefits of creating global voice infrastructure that’s secure, reliable and compliant, and some of the pitfalls to avoid, specifically:

  • SIP trunk market overview and its benefits
  • Challenges scaling with SIP trunks vs traditional carriers
  • Tips to effectively build your global comms that ensure a great customer experience with an infrastructure that's secure, reliable and compliant
  • The future of SIP and how the business communications industry is evolving


September 26, 2018

Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and Polycom, for an update on Microsoft Ignite, and a focus on critical things you need to know about your voice deployment on Teams and Skype for Business.

You will learn:

  • How Microsoft’s latest announcements around the migration from Skype for Business to Teams will affect your enterprise’s voice deployment
  • What to ask your voice partners before making your buying decisions
  • How to plan for the today and tomorrow of voice technology in a Microsoft environment



August 29, 2018

Moving your voice services to the cloud introduces new challenges for 9-1-1 services. These include the need to serve multiple locations, and the increased mobility that comes with having a phone that’s not tied to traditional wiring.

You’ll Learn:

• How to seamlessly integrate 9-1-1 with your VoIP solution
• Best practices when implementing 9-1-1 with your VoIP or Unified Communications systems
• Your regulatory and compliance obligations
• How to evaluate different 9-1-1 options


August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integrating your CRM with your contact center.

In this webinar you will learn:

  • How moving your contact center platform to the cloud opens up new AI-driven features and functions
  • Why CRM-contact center integration is critical to leveraging AI’s potential
  • What AI-driven functionality is available in the near term, and what benefits it provides



June 20, 2018

Your enterprise may have adopted SIP Trunks, but are you up to date on how the latest technology is driving evolution in approaches?

In this webinar, you’ll learn how the new generation of SIP Trunking services work, what benefits they may offer your enterprise, and what you must do to adopt them successfully.

You will learn:

  • The state of the art in the SIP Trunking marketplace and technology
  • How elastic SIP Trunk services work; what types of providers offer them; and how they are priced
  • How you can capture the benefits of elastic SIP Trunks, and where they should fit in your long-term strategy for access services


June 6, 2018

The two largest strategic vendors—Cisco and Microsoft—have been busy making changes to their enterprise communications roadmaps, incorporating collaboration applications as fundamental components. Keeping up is a challenge and unanswered questions are causing confusion and skepticism amongst IT leadership. In this webinar, industry analyst Brent Kelly will update his Enterprise Connect 2018 “Cisco vs. Microsoft” presentation to provide insights at a strategic level, incorporating the Cisco Webex rebranding and all the latest from Microsoft.
You will learn:

  • How the recent Microsoft Skype-to-Teams and Cisco Spark-to-Webex transition announcements will affect your enterprise communications planning
  • Strategic directions that Cisco and Microsoft are taking across their portfolios, including voice, video, and messaging applications
  • How to evaluate new and existing UCC systems and make data driven decisions that protect legacy investments and streamline end-user communications



May 23, 2018

If Cisco is a critical strategic supplier for you, then it’s vital for you to understand the most recent announcements around Webex Teams, and how to build your migration path for the next generation of video and anytime collaboration.

In this webinar, industry expert Zeus Kerravala will explain Cisco’s new positioning and products for the Webex Teams portfolio, and how it affects your migration plans. He’ll be joined by subject matter experts from Cisco and CenturyLink.

You will learn:

  • Cisco’s roadmap and plans for Webex Teams
  • The innovative features and functions you can leverage by moving to Webex Teams in the near term
  • The advantages of a hosted Team Collaboration solution



April 25, 2018

Yesterday’s simple phone call to a contact center or business location is rapidly becoming today’s interactive session, spanning multiple channels and devices. If you need to know how Omnichannel can help you improve your customer service, this webinar is for you. We will share research on how today’s customers use channels, which channels they prefer, and how satisfied they are with their service experiences. Also, an enterprise end user—Robert M. Caro of Vivid Seats—will provide best practices and advice, and leading analyst Robin Gareiss of Nemertes Research will share her valuable research and perspective on technologies and channels that improve both customer and agent experience.

You will learn:
• An end user’s perspective on omnichannel best practices
• A leading analyst’s market research data on contact center channels
• Current customer attitudes and preferences in omnichannel


March 7, 2018

Video collaboration is experiencing significant change and innovation—how can your enterprise take advantage? In this webinar, leading industry analyst Ira Weinstein will present detailed analysis of the top collaboration trends for 2018, including:

  • Rise of the Huddle Room
  • Shift from hardware videoconferencing to software

Join Ira and Simon Dudley of Logitech’s Video Collaboration group for a No Jitter/Enterprise Connect webinar. Ira and Simon will discuss these and other emerging trends, such as meeting room automation and the hot new trend of “ideation” systems that support more sophisticated, multi-media collaboration in the meeting room.


February 21, 2018

Business agility has become the strongest driver for enterprises to begin migrating their communications to the cloud—and it’s a benefit that enterprises are already realizing. To gain this benefit in the near term, many organizations will migrate to the cloud via a hybrid architecture, which makes the choice of technology platform even more critical: Your technology partner must be able to support your cloud migration through all its stages—seamlessly and with strong customer service.

In this webinar, Robin Gareiss, President and Founder of Nemertes Research, will present brand-new benchmark findings illustrating enterprise decision-makers’ growing emphasis on business agility as their key decision factor in moving toward the cloud. She’ll also describe key factors that go into enterprise choices about cloud communications, and how these factors can inform your own enterprise’s decision-making.

You will learn:

  • The specific ways in which a cloud migration can drive business agility
  • How the choice of a technology platform can affect your ability to realize the benefits of a cloud migration
  • What role a hybrid architecture should play in your cloud migration plans


February 7, 2018

Enterprises are starting to grasp the critical importance of security and compliance in their team collaboration deployments. And once the risks are mitigated, your enterprise can integrate these new collaboration tools with existing workflows, and automate business processes to make your knowledge workers more efficient.

In this webinar, Irwin Lazar, VP and Service Director at Nemertes Research, will discuss the major security and compliance risks with team messaging and chat applications, and how to mitigate them. He’ll then describe (and show examples) of how these tools can be integrated with your existing systems, without sacrificing security or usability — and in fact, improve it.

You will learn:

  • Why security is table stakes for an enterprise team messaging/chat/collaboration deployment
  • How to evaluate your level of risk associated with team chat tools
  • How to automate workflows within a chat tool


January 24, 2018

Communications, collaboration, and contact center systems are all being delivered from the cloud, to more enterprises each year. With the cloud growing in strategic importance, the question is what you use it for, who you get it from, and the costs and benefits for your enterprise.

In this webinar, Zeus Kerravala, Founder and President of ZK Research, will help you understand where Cloud Communications is headed over the next 3 years, and how you can build your enterprise’s strategy accordingly.

You will learn:

  • How the competitive marketplace is likely to evolve for cloud-based communications
  • What varieties of hybrid cloud architecture we are likely to see
  • How Cloud Communications will fit in the context of your enterprise’s broader moves to cloud services


December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprise’s roadmap, but you don’t want to move to either the Microsoft cloud or the Cisco cloud, what then? What do you do if Microsoft Teams or Cisco Spark don’t meet your needs, but the current products, Skype for Business and CUCM/Jabber, do? Does it really have to be one vendor or the other, or can it be both?

In this webinar, Dr. Brent Kelly, a leading analyst/consultant and presenter of the popular Cisco vs. Microsoft session at Enterprise Connect, will address the issue of moving UC to the cloud using solutions from these vendors. You will learn:

  • Planning elements that are similar regardless of which vendor is chosen
  • Considerations for organizations with Cisco voice and Microsoft Skype for Business currently deployed
  • Nuances involved in the cloud migration for organizations with multiple locations


November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible.    That's made the “huddle room” one of the hottest concepts in video collaboration and AV today. So what exactly is a huddle room, where does it fit in your meeting room estate, and how can you plan for your implementations?

In this webinar, Ira Weinstein, a leading industry analyst/consultant with Wainhouse Research, will explore the state of the art in huddle rooms, as well as provide an overview of the costs and benefits your enterprise can expect. You’ll learn how to:

  • Identify the ins and outs of huddle rooms for your organization
  • Take advantage of the benefits of software-based video
  • Build your huddle rooms following best practices
  • Learn how to optimize huddle rooms for your enterprise


November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio of digital tools.

Some say voice is dead, but has voice simply evolved? Voice is more powerful than ever before. Join us to find out why.

In this webinar, we’ll explore:

  • How voice is a constant in the digital customer journey
  • What emerging technologies like AI, VR, and chatbots mean for your organization’s voice needs
  • The benefits of a unified cloud communications strategy in customer service and business phone platforms



October 18, 2017

Microsoft’s recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsoft’s new Team Collaboration offering, Teams, will be its primary communication/collaboration client in Office 365, eventually displacing Skype for Business in that role.

However, Microsoft also announced a new release of the on-premises version of the Skype for Business server, indicating that Skype for Business will continue to be a CPE play for the enterprise for at least the rest of this decade.
In this Webinar, Enterprise Connect’s leading expert on the Microsoft enterprise communications/collaboration environment, Kevin Kieller, will review the key Ignite announcements and give his assessment of what they mean for the enterprise, then will open the session to your questions.

You’ll gain vital, timely information about the future of your Microsoft communications/collaboration planning, including:

  • What’s changing in Microsoft’s roadmap for Skype for Business, and how will this affect your migration plans?
  • What’s Microsoft’s plan for Teams, and what questions should you be asking about this new platform?
  • What do Microsoft’s Ignite announcements suggest about the future direction of the industry?



September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated processes, and other challenges within your contact center?

In this webinar, Nemertes Research’s Robin Gareiss will join West’s Kevin McMahon to discuss the state of the contact center and share research shedding light on how enterprises think about cloud contact centers, AI, chat bots, and more. Get actionable tips on how to understand the customer journey, provide an effortless customer experience and meet customer needs throughout the buying process. 


August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and stay ahead of competitors. This reality will continue through 2020 and beyond—but what exactly might the innovative contact center of the future look like? What is bleeding-edge today but destined to be an essential component of contact centers by 2020?

In this webinar, discover what trends leading contact center expert Sheila McGee-Smith believes will shape the contact center over the next three years. Sheila will discuss how trends like cloud and analytics will mature and continue to change, and which of today's emerging trends will become more widespread.


July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters – “private clouds” – for the past few years. With this move comes the opportunity to leverage datacenter compute and storage trends – often called “hyperconvergence” – to improve UC&C installation and performance.

Hyperconvergence is already powering the mission-critical datacenters of companies such as Google, Amazon, and Facebook; this webinar will help you understand how these trends can now help your UC&C deployment.


May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person participants to huddle around. But work has evolved, and today’s teams are incredibly dynamic. Spaces where they gather take many forms, including traditional boardroom meetings, audio conferences, presentations, scrum stand-ups, and dynamic brainstorming and collaboration sessions. In every case, for an effective outcome, it’s critical that remote team members are not relegated to second-class attendees.

In this webinar you will explore the trends shaping the way work gets done today; gain expert insight into picking the right audio technology to meet the needs of today’s dynamic meeting space; and learn how quality audio can help remote meeting participants feel like they’re part of the team.


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quickly paving the way to improved scalability, business agility and reduced costs. But true, successful business transformation doesn’t just happen.

Join Sheila McGee-Smith, founder of McGee-Smith Analytics, and find out what you need to know before embarking upon your own transformational journey--and how you can improve performance every step of the way.

You’ll also hear from Jeff Cordell, CIO and VP of Technology at LanguageLine Solutions, about how they moved 100 percent of their business from on-premises Avaya to the cloud, using it as a springboard for groundbreaking technology — all while cutting costs, growing revenue, and providing exceptional service with 8,000 agents to over 25,000 customers worldwide.


April 5, 2017

It’s no secret that the cloud offers significant benefits to enterprises – including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are still on-premises, you may be missing out on key innovations to empower your workforce and improve the customer experience. While cloud migration may sound daunting, the right planning, partners, and tools can simplify your transition and eliminate disruption to your business. Uncover 5 Steps to Migrate Your Communication Systems to the Cloud in this webinar, featuring discussions from BroadSoft and industry-leading analyst Irwin Lazar, Vice President and Service Director at Nemertes Research.


March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed. For many organizations, this means embarking on digital transformation initiatives and outfitting the workforce with collaboration tools to help employees get the job done. In this webinar, Zeus Kerravala, principal at ZK Research, will discuss trends and recent research in this area, and will be joined by Jason Kasch, CIO of Structural Group, to share his enterprise's digital transformation story.

In this webinar, you will learn how Structural Group implemented user-friendly cloud business communications;the collaboration and productivity benefits gained through this implementation across the company’s 22 locations; and how your enterprise's digital transformation journey begins and ends with collaborative communications.


March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational responsibilities, budget pressures, and customer expectations. So how can CIOs get in front of these challenges, keep innovating, and prepare for the digital transformation ahead?

Fuze recently surveyed more than 290 CIOs about their top initiatives for 2017 and beyond, and will share the study results, hot and ready to eat along with a side of analysis, in this webinar. You'll also hear from ThoughtWorks, a global software consultancy, about its digital transformation, and learn about the transformative change shaping the workplace of the future, the expanding role of the CIO, and some ideas for how your business can prepare and shape your communications and collaboration strategy accordingly.


February 22, 2017

Sick of video call technology that make participants look like they're in the witness protection program? Turns out you’re not alone. Poor-quality video solutions can give users an unprofessional appearance, causing them to avoid video meetings. We all want to look professional, which is why it's time for enterprises to stop deploying technologies that employees simply won’t use, and instead look to bring the state of the art to the desktop video experience. Advanced desktop video technologies like Ultra HD 4K image sensors and facial recognition applications, promise to make the video meeting a staple of any organization. In this  webinar you’ll learn about the latest developments in video technology and discover how they provide a state-of-the-art experience that will boost collaboration and put an end to video call dread.


February 7, 2017

Securing voice communications used to be very simple since it was generally a closed system. However, with unified communications (UC) you no longer have the “walled” protection offered by a dedicated voice network used to support legacy PBX infrastructures. And, while security breaches attributable to UC may not be widespread, that is changing as hackers look for new penetration points. They prey on the vulnerabilities created by a lack of understanding of the risks and subsequent lack of best practices to address these new threats and protect the communications network. In this webinar you will learn how modern day hackers are targeting your network; why you need to adopt a “zero-trust policy” to protect your network; and how you can leverage SBCs to combat a broadening attack surface.


January 11, 2017

As cloud communications continues to grow and mature, many enterprises are looking to build a hybrid CPE-cloud strategy. Looking out over the next three years, how should enterprises expect the cloud/UC-as-a-Service (UCaaS) market to evolve, and will this evolution be able to support your needs for a hybrid architecture? This webinar, presented by leading industry analyst Zeus Kerravala, will preview a session that Zeus will deliver at Enterprise Connect Orlando 2017, entitled, “Cloud Communications 2020: Will Enterprises Go to UCaaS - and Beyond?” The session is part of a new one-day conference-within-a-conference at EC17, focused on helping enterprise decision-makers gain specific, realistic information as they plan their strategy for a changing enterprise communications environment.

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