Analyst Blogs

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By Lisa Durant
On Oct 01, 2015

Clarity Releases Clarity Connect Version 4.0: More Mobile & More Microsoft-Friendly

Thursday, October 1, 2015

This week, software development firm Clarity announced the release of Clarity Connect version 4.0, the newest rollout of its contact center platform.

By Johna Till Johnson
On Sep 18, 2015

Beyond the Yellow Brick Road: Hibernia Goes Back to the Plow

Friday, September 18, 2015

Blame Elton John.

Hibernia Networks recently announced  Hibernia Express, an undersea cable that  the company claims is the lowest-latency, highest-capacity link between NYC and London, with a measured latency of just 59.5 ms.

By Lisa Durant
On Sep 17, 2015

The Potential for Team Chat in the Contact Center

Thursday, September 17, 2015

There’s a new type of application on the market, and people are trying to figure out just where it fits. Cisco Spark, Flowdock, Glip, HipChat, PureCloud Collaborate, Slack, Unify Circuit, and more: this space has recently been flooded with new and known names alike. Part social, part chat, part unified communications, not to mention optional parts of lots of things (have you seen all the integrations? Contact center, ticketing systems, document collaboration, the list goes on). What exactly are these applications?

By Johna Till Johnson
On Sep 15, 2015

It's All About the Digital Enterprise: Notes from BMC Engage

Tuesday, September 15, 2015

ITSM is dead, long live the Digital Enterprise. That’s the news from last week’s BMC Engage event in Las Vegas.

Okay, not really.

As one of the companies that’s pioneered IT Service Management (ITSM), BMC would hardly pronounce its demise. But the company has shifted its focus and emphasis to what’s arguably the next generation of ITSM: managing, optimizing, and securing the digital enterprise.

What does that entail?

By Matt Craig
On Sep 11, 2015

Look At That Huge iPad

Friday, September 11, 2015

In case you missed it, Apple introduced a new iPad Wednesday. Not just a small upgrade from the previous models with incremental internal upgrades and maybe a slight redesign, but a new model altogether: the iPad Pro. That’s not to say the internals haven’t been upgraded, or even a couple design tweaks implemented, because they have, but the big news is its enormous 12.9-inch screen. This is Apple’s first foray into the relatively desolate land of 10-plus inch tablets.

By Matt Craig
On Sep 04, 2015

Good Technology Purchased by....BlackBerry?

Friday, September 4, 2015

With BlackBerry’s decline in market share over recent years, speculations of an acquisition were (and still are) common. But in a surprising turn, BlackBerry is the one doing the acquiring, in the form of purchasing Good Technology, one of the leaders in the enterprise mobile management (EMM) space. Announced this morning, BlackBerry is purchasing Good Technology for a total of $425 million, making the combined company the largest in the EMM market in terms of market share.

By Lisa Durant
On Sep 02, 2015

Technology’s Limitations in Furthering Innovative Customer Engagement

Wednesday, September 2, 2015

As an analyst, I spend a lot of time reading and learning about new and emerging technology. I design research projects to investigate technology adoption, identify snags and snafus, find out what’s driving purchasing decisions, etc. But, at the end of the day, I’m left with the blunt fact that, in the world of customer engagement, technology is rarely the outright answer to any business’s problems. That’s because this is a field that deals with people: helping them, selling to them, empowering them with knowledge.

By Irwin Lazar
On Aug 25, 2015

Team Chat Apps: Hype vs Reality

Tuesday, August 25, 2015

My latest posting on NoJitter is now available:

Team chat applications are gathering a lot of interest, but enterprise adoption remains low -- giving IT time for proactive evaluation and planning.

By Lisa Durant
On Aug 18, 2015

Seeing Enghouse Interactive’s Contact Center Solutions in Action

Tuesday, August 18, 2015

At last week’s Enghouse Interactive Analyst Event, I had a chance to get up close and personal with some of their contact center products. While Enghouse is a less familiar contact center vendor to IT leaders in North America, their contact center solutions (Enghouse Interactive Communications Center (EICC), Contact Center Enterprise (CCE), and Contact Center Service Provider (CCSP)) are fairly innovative once you get to know them.

By Johna Till Johnson
On Aug 17, 2015

“Welcome to Acme Corp. You’ve Been Breached”

Monday, August 17, 2015

Incoming CISOs like to joke that the first item they’re issued when they begin the new job is a T-shirt with a target on it. But it’s not really a joke: for a long time, the CISO’s job was to be fired if a company was breached.

That’s no longer the case. For one thing, the drumbeat of breaches at high-profile companies makes it clear that even the most sophisticated companies can be victims.