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Consolidation in the Hosted IP Telephony and UCC Services Market Continues

Yesterday, November 5, 2014, Vonage announced a definitive agreement to acquire privately-held Telesphere Networks Ltd., one of the top 20 hosted IP telephony ad UCC providers in North America. Here follows a brief analysis of the potential impact of the …
Categories Tags Market Impact of Vonage’s Acquisition of Competitor Telesphere Yesterday, November 5, 2014, Vonage announced a definitive agreement to acquire privately-hel… http://digitaltransformation.frost.com/expert-insights/viewpoints/consolidation-hosted-ip-telephony-and-ucc-services-market-continues/

Circuit: Unify’s Vision for the Future of Collaboration

On October 28, Unify launched a new product called Circuit. Announced a year ago as Project Ansible along with Siemens Enterprise Communications’ re-branding as Unify, Circuit marks the vendor’s next phase in the unified communications and collaboration (…
On October 28, Unify launched a new product called Circuit. Announced a year ago as Project Ansible along with Siemens Enterprise Communications' re-branding as Unify, Circuit mar… http://digitaltransformation.frost.com/expert-insights/viewpoints/circuit-unifys-vision-future-collaboration/

Circuit by Unify: A Little Less Star Trek, A Lot More to Come

Unify's Project Ansible becomes Circuit, and shows the challenges of truly unifying enterprise communications along the way.
Categories Tags It has been a little over a year since the world got their first look at Project Ansible. Ansible was ultimately the Unify team’s way of going all in. It was m… http://digitaltransformation.frost.com/expert-insights/viewpoints/circuit-unify-little-less-star-trek-lot-more-come/

Analysis of the Potential Outcomes of Mitel Acquiring ShoreTel

by Alaa Saayed On October 20th, 2014, Mitel disclosed its proposal to acquire US-based competitor ShoreTel for $8.10 per share in cash, a bid that ShoreTel rejected shortly after given the low valuation. In spite of this, Richard McBee, Mitel’s Chief E…
Categories Tags By Alaa Saayed On October 20th, 2014, Mitel disclosed its proposal to acquire US-based competitor ShoreTel for $8.10 per share in cash, a bid that ShoreTel… http://digitaltransformation.frost.com/expert-insights/viewpoints/analysis-potential-outcomes-mitel-acquiring-shoretel/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Mobile Field Service Management: More Predictive, More Proactive, More Preventive

Today's field service management apps are very emphatically moving away from simple worker tracking. Location is great to know, but it's just the beginning of what needs to be accomplished out on the front line.
Categories Tags Today's field service management apps are very emphatically moving away from simple worker tracking.  Location is great to know, but it's just the beginning of… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-service-management-more-predictive-more-proactive-more-preventive/

Wearables in the Enterprise Market

A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on the cutting edge … however, we’re not sure just how real the value is at thi…
A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on … http://digitaltransformation.frost.com/expert-insights/viewpoints/wearables-enterprise-market/

Polycom Sets PACE in the Competitive UC&C Market

Last week Polycom held its analyst event where the company's executives mapped out the current state of the business and go-forward plans. This blog discussions my key takeaways.
Categories Tags June 3 was the inaugural Polycom Analyst Collaboration Event held in the interesting, eclectic (or weird) city of Austin, TX. It was an intimate forum, during … http://digitaltransformation.frost.com/expert-insights/viewpoints/polycom-sets-pace-competitive-ucc-market/

PureCloud Makes Hybrid Cloud UC as Real as it Gets

Interactive Intelligence's PureCloud may not seem like a true cloud solution to its competitors, but in fact is the epitome of a hybrid cloud solution.
Categories Tags The funny thing about cloud solutions, even ten years after the earliest software as a service (SaaS) products first hit the market, is that conversations STIL… http://digitaltransformation.frost.com/expert-insights/viewpoints/purecloud-makes-hybrid-cloud-uc-real-it-gets/

Making the Mobile App Sale to SMBs -- And Then Keeping It!

Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps. But there are ways to still make the sale ... and to keep these infamous high-churners as long-term, profitable customers.
Categories Tags Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps.  But there are ways to still make the sale … and to keep these infamous high… http://digitaltransformation.frost.com/expert-insights/viewpoints/making-mobile-app-sale-smbs-and-then-keeping-it/

Mobile Worker Applications: Prebuilt or Custom? In-House or 3rd-Party?

One of the key questions a business has to grapple with when implementing a new mobile app for its employees is "Do we build or do we buy?"
Categories Tags One of the key questions a business has to grapple with when implementing a new mobile software app for its employees is “Do we build or do we buy?” There a… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-worker-applications-prebuilt-or-custom-house-or-3rd-party/

Post-Earth Day Resolution: To Marketize Environmental Decisions

Every Earth Day is a reminder of how far we have come in protecting the environment that keeps us alive in this “ultimate closed-loop system,” namely our planet. But Earth Day also serves as a stark reminder of how far yet we have to go in removing t…
Categories Every Earth Day is a reminder of how far we have come in protecting the environment that keeps us alive in this “ultimate closed-loop system,” namely our planet.   … http://digitaltransformation.frost.com/expert-insights/viewpoints/post-earth-day-resolution-marketize-environmental-decisions/

Can Mergers and Acquisitions Ensure Healthy Growth in the Hosted IP Telephony and Cloud UCC Market?

In spite of the compelling reasons for potential market consolidation, the hosted IP telephony and UCC market remains highly fragmented with many providers looking for merger and acquisition options. As the market continues to grow and mature and competit…
On April 21, 2014, Birch Communications Inc. announced its pending acquisition of Cbeyond Inc. for $323 million in cash. The combined entity will have 200,000 business customers U… http://digitaltransformation.frost.com/expert-insights/viewpoints/can-mergers-and-acquisitions-ensure-healthy-growth-hosted-ip-telephony-and-cloud-ucc-market/

Evaluating AVer's New EVC130P Video Conferencing Endpoint

As a UCC analyst, I see, demo and trial as many end-user applications as possible. One of my recent experiences was a six-week stint with EVC130P, AVer’s newest hardware -based video conferencing endpoint.
Categories Tags As a unified communications and collaboration (UCC) analyst, I see, demo and trial as many end-user applications as possible. One of my recent experiences was a… http://digitaltransformation.frost.com/expert-insights/viewpoints/evaluating-avers-new-evc2013p-video-conferencing-endpoint/

Startups Shaping Productivity through Next-Gen Workspaces

In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In general, I…
Categories In recent weeks I've had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. All of them strive to bring to… http://digitaltransformation.frost.com/expert-insights/viewpoints/startups-shaping-productivity-through-next-gen-workspaces/

IBM all set to Plunder the Realm of Digital Marketing with the Silverpop acquisition

IBM acquires Silverpop to turbocharge its digital marketing value proposition - what it means to customers and to its competitors
A big fish swallows yet another marketing automation platform. This fish is big, blue and very hungry. IBM recently announced an agreement to acquire Silverpop, leading software a… http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-all-set-plunder-realm-digital-marketing-silverpop-acquisition/

Citrix Gets on the Freemium Bandwagon - Launches Free Version of GoToMeeting

Freemium services have become an established business model in the fast growing and intensely competitive online meetings and web conferencing space.
Citrix has launched a free scaled back version of its online meeting service, GoToMeeting, called GoToMeeting Free. This follows the launch of GoToMeeting Essentials in Q4 2013,… http://digitaltransformation.frost.com/expert-insights/viewpoints/citrix-gets-freemium-bandwagon-launches-free-version-gotomeeting/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… http://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

Google Apps are Popular AND Effective

Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to identify trends in usage and satisfaction, and the successful adoption of a c…
Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to i… http://digitaltransformation.frost.com/expert-insights/viewpoints/google-apps-are-popular-and-effective/

ClickSoftware Acquires Xora: Real Potential to Grow MWM Market

ClickSoftware just announced that it is acquiring Xora for $14.7 million, a development that we think – if handled smartly – will be a winning proposition for the mobile workforce management (MWM) market in North America and beyond.
Categories Tags ClickSoftware just announced that it is acquiring Xora for $14.7 million, a development that we think – if handled smartly – will be a winning proposition for … http://digitaltransformation.frost.com/expert-insights/viewpoints/clicksoftware-acquires-xora-real-potential-grow-mwm-market/