Tag: Collaboration

Zoom is Delivering Better CX by Combining Communications, AI, and Workflow into One Platform

by siowmeng, posted in Cloud Enable, Communicate
S. Soh

Summary Bullets:

• Zoom CX is a credible option for enterprises looking to transform their customer engagement with omni-channel and AI capabilities.

• Working with a broader partner ecosystem is pivotal for Zoom to win in CX space since this involves workflows and different business applications.

Zoom is well-known for its conferencing solution, which is used extensively in modern workplace, but it has gone well-beyond conferencing in recent years. The core business of Zoom has been the enabler of conversations within the workplace. To go beyond communications, the company sees new opportunities by expanding its role to help enterprises automate workflows during and after conversations (i.e., meetings and phone conversations). This vastly enlarges the value Zoom can deliver to enterprise customers, especially with the application of AI. For example, AI can eliminate many manual tasks such as generating documents from meeting with summaries and next steps, or updating CRM records after a discussion within the sales team.

Continue reading “Zoom is Delivering Better CX by Combining Communications, AI, and Workflow into One Platform” →

RingCentral AI Assistant is New Again and Still Compelling

by Gregg Willsky, posted in Cloud Enable, Communicate
G. Willsky

Summary Bullets:

  • RingCentral has labeled RingCentral AI Assistant as ‘new’ but it has merely exited an early access preview.
  • The creative spin RingCentral has put on the introduction of AI Assistant by no means diminishes the company’s standing among competitors.

RingCentral recently introduced RingCentral AI Assistant, a component of RingEX, the company’s team communication and collaboration platform. RingCentral AI Assistant can generate real-time call notes and summaries; draft, refine, and translate text messages across six languages; catch up users on group chats; define meeting action items; and create real-time live transcriptions and closed captioning for calls and video meetings. Currently, AI Assistant is available only in the US. An international debut is planned for early 2025, as is the rollout of more features.

Continue reading “RingCentral AI Assistant is New Again and Still Compelling” →

Nokia Shows it Wants to Better Engage Developers with the Acquisition of Rapid Technology Assets

by siowmeng, posted in Communicate, IT Leader
S. Soh

Summary Bullets:

• Nokia’s Acquisition of Rapid’s Technology Assets: The move helps to boost Nokia’s Network as Code (NaC) product development and go-to-market efforts.

• Focus on Developers and API Ecosystem: Nokia is making headway in reaching more developers and expanding its API partner ecosystem.

Communications service providers (CSPs) have been looking at ways to monetize their networks, especially with their huge investments in 5G. One way Nokia has been working alongside CSPs is to simplify the way developers can extract the network capabilities exposed through programmable interfaces and embed them into their applications. This led to the launch of Nokia’s NaC platform in 2023, which provides non-telecoms-specialist developers access to industry standard APIs as well as sample code, SDKs, a development sandbox, and analytics. The aim is to help drive innovation leveraging CSP networks to create new consumer, enterprise, and industrial applications.

Continue reading “Nokia Shows it Wants to Better Engage Developers with the Acquisition of Rapid Technology Assets” →

At IBM the Future of Collaboration Isn’t Rosy. It’s Pink!

by , posted in Communicate

B. Shimmin
B. Shimmin

Summary Bullets:

• IBM has a problem. How can it present a viable alternative to the Microsoft collaboration juggernaut that is Office 365 while simultaneously bringing its still sizable IBM Connections customer base forward?

• The answer, apparently, is to turn pink. After Connections 6 rolls out, IBM will completely reinvent its collaboration platform, quite literally throwing aside internal obligations, existing software investments and technical dependencies.

Usually I find it hard to take a man dressed in a pink linen pink suite seriously. That’s especially true if the man is standing in front of a huge PowerPoint slide adorned with an animated, dancing puffer fish. So, when I sat down this week at the IBM Connect 2017 conference in San Francisco to listen in on a session by IBM’s Baan Slavens and Jason Roy Gary on the future of IBM Connections, I was prepared for disappointment. Rather, I was prepared for “yet another” grand but ultimately unachievable view of how collaboration might be, if only IBM were free from corporate obligations, past engineering investments and technological dependencies. I was entirely mistaken. Continue reading “At IBM the Future of Collaboration Isn’t Rosy. It’s Pink!” →

Platform, Person, Place: The Recipe for Productivity

by , posted in Communicate

T. Banting
T. Banting

Summary Bullets:

• Organizations should understand how employees work, what they need to do their job effectively, and where they need to work to ascertain what they need to be more productive.

• Organizations should only consider new collaboration and communications applications with the endorsement of their employees.

Many workplaces face daunting challenges today, including employee engagement, time management, and overwhelming workloads. And unfortunately, many vendors sell collaboration and communications technology as a panacea and not the business tool it really is. Communications and collaboration today is a combination of synchronous (i.e., communicating at the same time), and asynchronous tools; however, forcing people to use a tool that does not fit their personal preference inhibits their productivity. Some companies still try to force employees to adhere to standard platforms (e.g., email, unified communications, corporate intranet, etc.); however, consumer technology has made a strong presence in our everyday lives and subsequently, has made its way into businesses too – not only in terms of hardware preferences (e.g., smartphones and tablets), but also services. In an attempt to make themselves more productive employees are circumventing IT and embracing non-sanctioned applications (e.g. Skype, Facetime, HipChat, Slack, etc.), a phenomenon known as ‘shadow IT’. Continue reading “Platform, Person, Place: The Recipe for Productivity” →

2016 Collaboration and Communications Forecast: Cloudy with Outbreaks of Hybrid?

by , posted in Communicate

T. Banting
T. Banting

Summary Bullets:

  • Many enterprises are so hampered by traditional, inflexible IT models that they’re eager to jump into the cloud and start reaping the benefits.
  • Some customers still have security and privacy concerns, and will continue to err on the side of caution by favoring private cloud or on-premises deployments.

Having attended two large industry events this month, it is clear that public cloud services are top of mind for many customers and a trending topic for 2016. Indeed, both Enterprise Connect and Jive World abounded with customers adopting public cloud collaboration and communication services. Cloud adoption in 2016 seems more tangible compared to the hype of last year and the momentum is staggering. While customers believe the cloud offers lower total cost of ownership, productivity improvements and increased flexibility, I also discovered two other themes worth mentioning. Continue reading “2016 Collaboration and Communications Forecast: Cloudy with Outbreaks of Hybrid?” →

As 2016 Beckons, What Should Telecoms Buyers Look for from UC Solutions?

by Gary Barton, posted in Communicate

G. Barton
G. Barton

Summary Bullets:

• Enterprises should look at vendor platforms beyond Microsoft and Cisco and demand interoperability between platforms and applications.

• Unified communications (UC) and mobility are now intrinsically linked.

2015 has been the year that UC solutions have really started to achieve market traction. Take-up is far from universal, but for most UC features CA’s own research suggests that usage amongst enterprises is above 50%. The uptick in usage is down to a number of factors–for example, falling prices and the maturity of the technology–however, it is the improvement of the business case for UC that seems to have had the biggest impact. Vodafone, for example, has reported a strong response from customers following the development of new proof of concept demonstrations and a new approach to training and educating its workforce. So the initial message for enterprise users is that a conversation with your provider concerning unified communications is likely to be more centred on achieving better business outcomes, and therefore a more worthwhile experience. Continue reading “As 2016 Beckons, What Should Telecoms Buyers Look for from UC Solutions?” →

Unify’s Free UC Offer Is Good and True, but It May Be Better to Pay

by Gary Barton, posted in Communicate

Gary Barton
Gary Barton

Summary Bullets:

  • Unify’s free service offers a valuable taster of UC, but there are other ‘try before you buy’ options.
  • Buyers and providers should both be aware that limitations on a service (e.g., limited integration) may hide the real value of a UC solution.

Unify (newly acquired by Atos) has moved to gain market attention and traction with the offer of free UC services. The free service is limited to only 100 users and provides only 1 gigabyte of storage (for further details, see: Unify Stakes Claim to SME Market, but Might Find Only Fool’s Gold, November 20, 2015). Although it is not without risks, this is a smart move by Unify. It offers a very competitive UC solution via its Circuit platform. However, overshadowed by Cisco and Microsoft and facing the growing popularity of rivals such as BroadSoft and Google Apps, Unify has a significant challenge to gain market attention and traction. Continue reading “Unify’s Free UC Offer Is Good and True, but It May Be Better to Pay” →

Application Integration Is Key to Delivering Effective Collaboration

by Gary Barton, posted in Communicate

Gary Barton
Gary Barton

Summary Bullets:

  • Integration with a range of business applications and the ability for solutions to work outside the organisation are key features for valuable UCC solutions.
  • Enterprises should tell vendors what they want from systems integration offers.

This week, BroadSoft announced its plans for its new Project Tempo initiative to deliver integrated unified communications and collaboration (UCC) services based on the vendor’s UC-One platform. The initiative will begin in January 2016 with beta trials of ‘UC-One Hub,’ a cloud service designed to integrate real-time communication services (e.g., IP voice, IM and e-mail) with third-party hosted/cloud-based applications. BroadSoft states that UC-One Hub will also provide ‘contextual intelligence’ for users. Continue reading “Application Integration Is Key to Delivering Effective Collaboration” →

Collaboration in the Enterprise Needs a Wakeup Call

by , posted in Communicate

Brad Shimmin
Brad Shimmin

Summary Bullets:

  • If we are to move forward with enterprise collaboration as something more than a cost center, perhaps our very idea of collaboration needs a hard reset.
  • It’s time we did away with the notion of collaboration as a discrete set of tools and instead explored the idea of collaboration as ambient user engagement.

I think the enterprise collaboration market is ripe for a bit of a shakeup. Somewhere there’s a wake-up call ringing right now, a signal to vendors and to enterprise IT professionals that the current swirling paradigms of thought on the matter of collaboration have slowed and are currently stymied by an overabundance of bright shiny market trends like cloud, mobility, social networking, and even big data. Of course, like many, I feel that the effective application of capabilities such as expertise location, geo positioning, and multi-channel delivery will mean a lot to the future of Microsoft Office 365, IBM Connections, Unify Ansible, Avaya Aura, and Jive Social Business Software. Furthermore, the many collaborative modalities wrapped up within these solutions (doc sharing, email, chat, voice/video, event streams, etc.) are part and parcel to their success and to our success as users and IT professionals. Continue reading “Collaboration in the Enterprise Needs a Wakeup Call” →