Analyst Blogs

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By Lisa Durant
On May 12, 2015

Genesys' Native Skype for Business Connector Means Another Contact Center Option for Organizations Standardizing on Microsoft Voice

Tuesday, May 12, 2015

Last week, Genesys announced its new native Skype for Business (formerly Lync) integration. Genesys’ new UCMA-level integration enables all of the capabilities that other players in this space (e.g., Interactive Intelligence, Enghouse Interactive, and Aspect) offer. This includes the ability to support voice, IM, video, and Skype through a single agent desktop user interface. Agents are also able to escalate conversations across channels (from voice to video, IM to voice, etc.).

By John Burke
On May 07, 2015

"The Sound of Inevitability" -- The Fast Approaching End of Windows 2003 (Support)

Friday, May 8, 2015
Very few out there among those who run data centers don't know that Windows 2003 is going the way of the dodo. Or rather, Microsoft support for 2003 is. Whether the OS actually goes with it is another question. A pretty substantial slice of those affected will not be done getting 2003 out of their data centers before the big day. Bottom line is, everyone has to do something about the security problems this will create. Most will be taking measures to beef up security on and around their (we hope) steadily shrinking or unfortunately irreplaceable Windows 2003 residuum. The rest, by not acting to do otherwise, will be actively weakening their security.
By Irwin Lazar
On May 07, 2015

Will 802.11ac Kill Wired Ethernet?

Thursday, May 7, 2015
The evidence is all around us that wireless networks are rapidly replacing wired as the connectivity option of choice, and not just for mobile phones and tablets.

The new 802.11ac standard provides bandwidth equal to or surpassing that which is available to most wired users, but abandoning wired networks isn't for everyone just yet.

Read the rest at:

By Matt Craig
On Apr 29, 2015

Teaming Up in the Wireless Space

Wednesday, April 29, 2015

Earlier this week, Aerohive Networks announced its new partnership with Dell, who will act as a reseller of Aerohive’s cloud-managed WiFi solution. This is could be the first step in a continually consolidating wireless market. The wireless industry has exploded over the last decade thanks to the huge demand for connection with mobile devices. Because of that, traditional network vendors feel pressure to offer a strong wireless solution to stay in its customers’ good graces.

By Irwin Lazar
On Apr 29, 2015

Cloud-based apps need to federate with other services

Wednesday, April 29, 2015
Leverage native integration capabilities, third-party products and user account management in order to bridge cloud-based apps and on-premises services.

Companies are rapidly embracing cloud-based apps -- not just for collaboration, but also for core business functions like customer relationship management and human resources. But often cloud adoption efforts are disjointed.


By Matt Craig
On Apr 22, 2015

Project Fi Comes to Light

Wednesday, April 22, 2015

Today, Google took the veil off its long rumor mobile network service. Project Fi is Google’s introduction in to the mobile carrier space, acting as a mobile virtual network operator (MVNO) running over both T-Mobile and Sprint’s networks. The stated goal of Google is giving the highest possible quality connection at all times. Pricing for the service starts at a reasonably sounding $20 per month for basic voice and text service, but creeps up another $10 per month for every gigabyte of data.

By Robin Gareiss
On Apr 21, 2015

Evaluating Cloud UC Costs

Tuesday, April 21, 2015

Cost savings may not occur with cloud UC, but there are other hidden benefits, research shows.

One of the most frequent questions enterprise clients ask us when contemplating a move to the cloud is, "Will we save money?" And in typical consulting fashion, my answer is that it depends.

Read More Here

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.