Analyst Blogs

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By Lisa Durant
On Apr 15, 2015

Avaya Acquires Workforce Optimization Vendor KnoahSoft

Wednesday, April 15, 2015

Originally reported in the Indian Press and covered earlier this week on NoJitter, Avaya is acquiring workforce optimization vendor and Avaya partner, KnoahSoft. This means Avaya customers will soon have a choice when it comes to workforce optimization: the KnoahSoft solution or Avaya’s Aura WFO solution, which it OEMs from Verint.

By Lisa Durant
On Apr 08, 2015

The Next Big Thing isn't a Thing at All: It's a Relationship

Wednesday, April 8, 2015

Yesterday, I presented the findings of Nemertes’ PilotHouse Contact Center study in which over 480 IT leaders rated their contact center vendors in areas such as technology, customer service, innovation, and trusted-advisor skills. One trend that emerged in this study is the importance of customer service and engagement between vendors and the organizations using their products. We found that IT leaders were often willing to spend more money to purchase a product from a vendor that provided them with excellent, personalized customer service.

By Matt Craig
On Mar 31, 2015

The New Easy Button

Wednesday, April 1, 2015

Just a handful of years ago it was nearly impossible to avoid that little red button sitting on seemingly every office desk. Thanks to the Internet of Things (IoT), the easy button may make a return, much more useful this time around. Amazon announced a new little device called the Dash Button. The premise behind this little, single-purpose Wi-Fi button is simple. A specific product is linked to the button. Once you push it, it orders the product for delivery to your doorstep.

By Johna Till Johnson
On Mar 24, 2015

Managing Distributed Risk: A Strategy for Minimizing Risk from Third-party Engagement

Tuesday, March 24, 2015

If you’re like most IT professionals, you’ve noticed that your roster of third-party providers continues to grow. Whether you’re using software as a service (SaaS) applications (as virtually every organization does), offshore developers, cloud services like infrastructure as a service (IaaS) or platform as a service (PaaS), or document share solutions, you probably have a surprising amount of sensitive data in the hands of third parties. And that injects distributed risk.

By Lisa Durant
On Mar 19, 2015

A Deeper Look at Enterprise Connect Contact Center Announcements from Avaya, CafeX, Cisco, Five9, Genesys, 8x8, and more

Thursday, March 19, 2015

Enterprise Connect 2015 proved a popular venue for contact center and customer engagement announcements. From enhancing existing products to launching completely new platforms, vendors of all sizes are making changes with the potential for big market impact. Here’s my take on some of the major contact center announcements made at this year’s EC: 

Avaya Continues to Focus on the Midmarket

By Irwin Lazar
On Mar 19, 2015

Lync No More – Welcome “Skype for Business”

Thursday, March 19, 2015

At the 25th anniversary Enterprise Connect this week in Orlando Microsoft took a bit of a gamble, walking away from the “Lync” name for its unified communications platform that it had adopted just a few short years ago, replacing it with "Skype for Business" (and “Skype for Business Cloud” within Office 365 as a replacement for Lync Online.) Renaming its UC offering is nothing new for Microsoft, Skype for Business represents the fourth name of a platform that started life as Live Communications Server.

By Robin Gareiss
On Mar 12, 2015

ShoreTel, Avaya, Microsoft Offer Best TCO for IPT, UC

Thursday, March 12, 2015

Nemertes' annual cost study reveals a surprise or two on IP telephony and UC spending.

IP telephony costs are generally declining, but implementation costs are increasing. Meanwhile, movement to the cloud for IP telephony and unified communications is in full swing -- though cost savings may not match conventional wisdom, according to Nemertes' annual study of IP telephony and UC costs.

Read More Here

By Matt Craig
On Feb 25, 2015

Google Starting to Take Enterprise More Seriously

Wednesday, February 25, 2015

Google announced Android for Work today, unveiling its new tools and strategy for using Android devices in the workplace. Android for Work takes a Mobile Application Management (MAM) approach to securing devices by relying on separate work profiles on the same device, segregating work and personal data. While the functionality is build directly into the latest version of Android, Lollipop, devices running an older version of Android access the profile by using an Android for Work app.

By Matt Craig
On Jan 29, 2015

Google an MVNO, Does that Mean Anything in the Enterprise?

Thursday, January 29, 2015

YES! Typically, when we think of enterprise mobility, it’s a very different beast. The majority of announcements in the greater collective of the mobile world are aimed at the consumer side. Very rarely do we see an announcement that isn’t “Enterprise Mobile” natured that has a large potential impact on the enterprise. This is one of them.

By Irwin Lazar
On Jan 29, 2015

Reinventing Email...Again

Thursday, January 29, 2015

Email, the scourge of today’s workforce that keeps millions upon millions from actually getting anything done seems to exist as a necessary evil in the corporate collaboration environment. While the way that companies deliver email is shifting to the cloud, the actual inbox hasn’t changed all that much since the early days of Lotus Notes and Microsoft Outlook.