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Mitel Pulls the Trigger to Acquire Polycom

An analysis of the long-rumored Mitel acquisition of Polycom.
Categories Tags Mitel and Polycom announced a deal for the former to acquire the latter. Agreement highlights: Mitel will acquire all of the outstanding shares of Polyc… http://digitaltransformation.frost.com/expert-insights/viewpoints/mitel-pulls-trigger-acquire-polycom/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming out party in 2011-2012 when numerous contact center vendors announced an initial wave of solutions.  The… http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Bots to the Future: Bot Management Solutions Necessary to Optimize Processes, Stop Hackers

Constantly dealing with distributed denial-of-service (DDoS) attacks, fraudulent Web activities, spam, and intrusion attempts? Well, you might have a bot problem. In 2014 and 2015, I wrote about the burgeoning demand for bot management solutions. With…
Categories Tags The challenge of bot activity in enterprise networks continues to gain recognition as a serious business risk in 2016, leading to the emergence of comprehensiv… http://digitaltransformation.frost.com/expert-insights/viewpoints/bots-future-bot-management-solutions-necessary-optimize-processes-stop-hackers/

Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market

The Status of the Global Enterprise Communications Platforms and Endpoints Market.
Categories Tags If you are a tech-savvy reader, such as me, you would have noticed that the enterprise communications and collaboration market has been noticeably shifting … http://digitaltransformation.frost.com/expert-insights/viewpoints/taking-pulse-enterprise-communications-platforms-endpoints-market/

When the Cloud Brings Sunshine

Enterprise Connect 2016, which took place in the second week of March, marked the culmination of several months of hard work, anxiety and excitement as communications solutions providers prepared for the main event of the industry. This year’s event was a…
Categories Tags Enterprise Connect 2016, which took place in the second week of March, marked the culmination of several months of hard work, anxiety and excitement as communi… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-cloud-brings-sunshine/

Plantronics Maintains Leadership Through Visionary Innovation

Over the years, Plantronics has successfully led in the market with the concept of “one headset does not fill all”. As such, the vendor has relentlessly analyzed the behavior and environments of business users in order to identify their evolving communica…
Categories Tags Plantronics Maintains Leadership Through Visionary Innovation For those who know me well, I’ve been tracking the professional headset market for more than … http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-maintains-leadership-through-visionary-innovation/

2016 Web Conferencing Market Trends and Infograph

Frost & Sullivan's latest web conferencing research points at a market in transformation.
Categories Tags Frost & Sullivan's 2016 web conferencing research is out. For the full report and detailed market analysis including forecasts, market shares, and vendor profil… http://digitaltransformation.frost.com/expert-insights/viewpoints/2016-web-conferencing-market-trends-and-infograph/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Categories Tags Of the customer contact channels, the most prevalent is still in-store B2C and B2B retail.  But it is also is the most difficult channel to integrate voice and… http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

Unify’s Strategy to Survive the Post-PBX Apocalypse

Three years ago, Unify (formerly Siemens Enterprise Communications) was a textbook example of all that was outmoded in the enterprise communications market. A large organization, still trapped in the halcyon days of selling simple PBXs to the masses, tryi…
Categories Tags Three years ago, Unify (formerly Siemens Enterprise Communications) was a textbook example of all that was outmoded in the enterprise communications market. A … http://digitaltransformation.frost.com/expert-insights/viewpoints/unifys-strategy-survive-post-pbx-apocalypse/

Lifesize Doubles Down on Cloud; Spins Off from Logitech

Lifesize, a global provider of video and web conferencing, has split from Logitech and is now operating as a fully independent company. The company is now focused on fully realizing its potential as a high-growth B2B SaaS provider in the fast growing coll…
Categories Tags Corporate spinoffs can be challenging often entailing a long complex process.  Craig Malloy, Lifesize CEO, states about recent spinoff announcement from parent… http://digitaltransformation.frost.com/expert-insights/viewpoints/lifesize-doubles-down-cloud-spins-logitech/

Mobile Field Service + IoT Connectivity = Game-Changing Responsiveness

What do you get when you combine a mobilized field service delivery system with a state-of-the-art IoT platform? Very happy customers and new ways to make money.
Categories Tags What do you get when you combine a mobilized field service delivery system with a state-of-the-art IoT platform?  Very happy customers and new ways to make mon… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-service-iot-connectivity-game-changing-responsiveness/

Mobile Asset Management: Beyond Simple Tracking

For Mobile Asset Tracking (MAT) vendors, the quickest way to fail is to focus solely on an asset's location. GPS information is great; but it's not where the profits are.
Categories Tags For Mobile Asset Tracking (MAT) vendors, the quickest way to fail is to focus solely on an asset’s location.  GPS information is great; but it’s not where the … http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-asset-management-beyond-simple-tracking/

2016: The Year of the Infrastructure Vendor Partnership

Categories Tags With the landscape of equipment vendors shifting rapidly, the confirmation of the Nokia and Alcatel-Lucent (ALU) pairing seems all the more timely. 2016 will b… http://digitaltransformation.frost.com/expert-insights/viewpoints/2016-year-infrastructure-vendor-partnership/

ShoreTel Boosts its Cloud Portfolio with Corvisa Acquisition

ShoreTel caught me by surprise with its December 21 announcement to acquire Corvisa, a small, but innovative competitor in the cloud communications space. ShoreTel is acquiring Corvisa from Novation, a company focused on helping entrepreneurs grow their s…
Categories Tags The last thing one expects to hear right before the Christmas holidays is an acquisition. It is hard enough to reach anyone for a serious conversation as we al… http://digitaltransformation.frost.com/expert-insights/viewpoints/shoretel-boosts-its-cloud-portfolio-corvisa-acquisition/

Hyperledger: Giants respond to Blockchain challenge

It’s the beginning of 2016, and it’s pretty clear now that Blockchains are going to be a big part of the future of IT and Software (at least!). The technological foundations of the information age are weaker than we’d like to admit. The year’s major cyber…
Categories Tags     Blockchains: a new fundamental It’s the beginning of 2016, and it’s pretty clear now that Blockchains are going to be a … http://digitaltransformation.frost.com/expert-insights/viewpoints/hyperledger-giants-respond-blockchain-challenge/

The Age of Reason

As we fast approach 2016, we are all looking into the crystal ball trying to predict the future. I believe 2016 and the next few years will go down in history as the age of reason. It may be just wishful thinking and I may be a few years too early with th…
Categories Tags Gotcha! If you thought this article would have anything to do with Jean-Paul Sartre’s famous novel, you thought wrong.  I recently read Mr. Sartre’ book,  but … http://digitaltransformation.frost.com/expert-insights/viewpoints/age-reason/

Infograph on Cloud Video Conferencing - "How Cloud is Changing the Video Conferencing Equation"

Video conferencing has become a vital communications tool for users that are looking for instant, productive and rich personal communications to get work done faster and better. The old complex and expensive hardware-centric approach to video conferencin…
Categories Tags Video conferencing has become a vital communications tool for users looking for instant, productive and rich personal communications to get work done faster an… http://digitaltransformation.frost.com/expert-insights/viewpoints/how-cloud-changing-video-conferencing-equation/

Getting Back to Basics: Understanding the Core Values of SIP Trunking

As an analyst, it is extremely easy to fall into the trap of always looking forward. New features, roadmap items and the next version of a product or service is all that most of our clients want to talk about. What often gets overlooked, however, are the …
Categories Tags As an analyst, it is extremely easy to fall into the trap of always looking forward. New features, roadmap items and the next version of a product or service i… http://digitaltransformation.frost.com/expert-insights/viewpoints/getting-back-basics-understanding-core-values-sip-trunking/

Discovering the New HPE #HPEDiscover

Ronald Gruia's impressions of HPE's discover event in London, which came at the heels of the split of the old Hewlett-Packard into two separate companies: HPE Inc. dedicated to PC and printers, and HPE, which is focusing on transformational solutions tack…
Categories Tags   Discovering the New HPE    http://digitaltransformation.frost.com/expert-insights/viewpoints/discovering-new-hpe-hpediscover/

Optimizing VoIP Deployments with Adaptable Customer Premises Equipment

Considerations for Service Providers to Accelerate SIP Deployments
Categories Tags Business communications services are undergoing a fundamental change. Voice over Internet Protocol (VoIP) and session initiation protocol (SIP) trunking servic… http://digitaltransformation.frost.com/expert-insights/viewpoints/optimizing-voip-deployments-adaptable-customer-premises-equipment/