JAA'S Analyst Blog - Current Posts

Since the relaunch, JAA's traffic has been really growing, as is our following, and your support is greatly appreciated! For those who have signed up for the blog via RSS, we hope you continue following, and sharing with others is also appreciated.

You should also know that the majority of JAA's thought leadership is published on sites other than this blog, and the best way to follow my broader coverage is to subscribe to my monthly newsletter.

A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

I'm a contributor to the UC Strategies portal, and my most recent piece was an article about contact center automation, and what Interactive Intelligence is doing with CaaS - Communications as a Service.

It's yet another twist on the cloud and hosted services that I think we're going to see a lot more of in 2010. My article is based on an interview I did with their CEO, Dr. Don Brown, and he shares his thought on what CaaS brings to this burgeoning area of contact center automation. Pretty interesting stuff, and you can read the article here. Comments, as always, are welcome.