The COVID-19 pandemic has permanently changed so many things in our lives. One of the areas of business impacted the most is the contact center.

Five9’s 2022 Customer Service Index, a survey conducted in partnership with Zogby Analytics, lays out the current state of customer service and engagement most organizations. Zogby surveyed business decision makers (BDMs) from organizations with 250 or more employees in various industries across North America and Europe. Almost half of the organizations surveyed had revenue greater than $1 billion.

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Five9 Survey Results: The Cloud Can Only Meet Contact Center Needs

This week, RingCentral reported strong results across almost all meaningful metrics for its second quarter fiscal year 2022 (FY2022), ending June 30, 2022. This is in the face of many investors maintaining a bear thesis that the return to the office and hybrid work would slow down the momentum of all the work-from-home stock. It’s arguable that no company’s stock benefitted more from the pandemic than RingCentral, holding a peak stock price of almost $380 per share. It’s also arguable that RingCentral has also been punished more by this thesis as, despite putting up continually strong numbers, the stock has fallen to about $53 per share at the time of writing.

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RingCentral’s Q2 2022 Results: Hybrid Work Fueling Cloud Comms Growth

Last week, communications vendor Avaya announced Alan Masarek would take over the role of president and CEO from Jim Chirico, who held that title for the past half-decade. Masarek is the person that took Vonage from being a consumer-focused VoIP company that ran silly commercials with sillier jingles to a company that served the needs of businesses. He did this through a multi-step process that I had outlined in this post, and when the transformation was done, he turned the captain’s chair over to Rory Read.

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6 Top Priorities for New Avaya CEO Alan Masarek

Over the past few years, Cisco has been pivoting Webex from being a product to a platform. In communications, at a most basic level, platform means having a communications platform as a service (CPaaS) back end that the vendor can use to build its unified communication (UC) and/or contact center software on.

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Cisco Looks to Embedded Apps to Drive Its Platform Advantage

The past two years has seen contact center as a service (CCaaS) go through unprecedented growth as businesses looked to enable contact center agents to work from home. For most companies, shifting to the cloud was a faster and simpler solution than trying to extend legacy, on-prem solutions to remote locations. Cloud contact center solutions generally have better tools for managers and are now being outfitted with AI to enable agents to service customers better.

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8×8 Rolls Out New Tools to Address the Next Wave of CCaaS Growth