Vendor Roundup for AI Usage in the Contact Center - My Latest on No Jitter

I’m part of the UC Expert Team with BCStrategies, and we take turns contributing our perspectives to No Jitter. It’s my turn this week, and with all the industry events I’ve been attending lately, there’s plenty to talk about. There are many stories to tell for how AI is being used in the contact center - some is transformative, and some is more incremental, but overall, it’s a dominant trend now.

I can only cover so much ground in one article, and over the course my recent work with vendors, I’ve provided a brief update on what four vendors are doing - Cisco, NICE, Twilio and Dialpad. Each really warrants its own article, and the same can be said for other vendors I’m following just as closely. My writeup is running now on No Jitter, and as always, comments and sharing are both welcome. If this piques your interest in a longer analysis, I’m not hard to find!

Next Stop - Dallas and Mavenir

Got one more stop on my run of travel to industry events - to Dallas, for Mavenir’s analyst event. Since early October, pretty much every week up til now, I’ve been going somewhere to one, sometimes two events. Every one has been worthwhile, so while it feels like a grind, that’s how the business goes, and if anything, I’m well-informed about the state of things in my world.

While Mavenir isn’t core to my everyday coverage, their focus is very relevant in terms of how wireless connectivity is becoming a factor for enterprises, and how it creates new opportunities for carriers to offer cloud services like UCaaS and CCaaS. This is the reason why Ericsson bought Vonage, and Mavenir has already been on this path for a while, so I’m keen to get the updates, and will share what I can while there.

Zoomtopia - Quick Pix and Post

Just have time for a quick post before flying home from Zoomtopia in San Jose. This is the first in-person Zoom analyst event since 2019, and it was a great update on all that’s happening with them - and it’s a lot. I’ll have more to say about that in upcoming posts, so for now, am just going to share some photos.

Below - CEO Eric Yuan, in good form as always. Right - Alex Borstein, who was the event host - yes, the voice of Lois Griffin! - and kept the vibe on edge all the way through.

Eric talking about their initiatives for giving back, and later in conversation with Timbaland. Yes, he’s a fan of Zoom, but was good hear about how he overcame rejection early on, and just persevered. Eric followed a similar journey, when he couldn’t get funding for Zoom early on.

Aisera - one of many partners I spoke with while walking the show floor, then later, the analysts went offsite to Zoom HQ for briefings and demos from their product managers.

A few of the demos - Zoom whiteboard, digital signage and reservations. Yes, video and screens are everywhere here, and it provides the kind of flexibility needed for today’s hybrid work. Lots of talk about inclusion to make remote workers feel part of the team, and keep everyone engaged from wherever they’re located. Digital signage - this photo is a particularly good example of a mass notification, such as if there’s an E911 incident in the office.

Next Stop - San Jose and Zoomtopia

My analyst travel-palooza continues, with my fourth trip to the Bay area of California in less than a month. Never crossed the country this many times in so short a period as now, but that’s how the fall travel season is rolling in 2022 for analyst events.

Next stop is Zoomtopia, and it’s my first in-person Zoom event since the pandemic started. That would have been October 2019 - I wasn’t there for the whole thing, but it was memorable - especially the music. This time around, though, I’ll catch it all. Follow me here or on social for updates - @arnoldjon for Twitter, and on LinkedIn.

New Strategic Insights Report - with Upstream Works

Upstream Works is an innovative Canadian contact center vendor, and I’ve been doing various things with them for a few years now. One of these includes writing Strategic Insight reports - not quite as long as a white paper, but substantive enough to require registration for downloading.

My most recent Strategic Insight report for them has been published now, titled The AI Opportunity: Enhance the Agent and Customer Experience with AI Application Integrations. If that’s top of mind for you, and would like to read about it, here’s the link.

Newsletter Time - November Edition, Same for Watch This Space Podcast

I usually publish these on the first Tuesday of the month, but with all the travel happening now, things had to slide for one day, but they’re running now. The timing is also impacted by how the calendar falls, and for November, the first Tuesday happens to be on the 1st, and I usually don’t have everything ready on the 1st of the month. I don’t have any sponsors, so nobody is cancelling contracts on me, and subscribers haven’t bailed, and best I can tell, the world is still turning.

So, the November issue of JAA’s Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. As the thumb below shows, Chris and I did a roundup of the various industry events running the past few weeks. I could easily do an episode on each event, so we only touched on a few high points.

If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or just pick up the current episode here.

If you’re not familiar with my website, there are archives for both the newsletter and the podcast. The refresh for the podcast archive is almost complete, so it’s very easy to find and listen to earlier episodes there. For the newsletter archive, the updates are mostly done, but haven’t gone live yet - coming soon!

Cisco WebexOne Analyst Open House - Quick Take and Photos

With all the event travel the past few weeks, it’s been a real challenge keeping on top of my regular work. Cisco had an analyst-only event recently as a preview for their WebexOne virtual event. The updates were under NDA until that event, so that’s another reason why I haven’t posted about it here.

At this point, none of this will be news to anyone following Cisco Webex, so my comments will be short. I’ll expand on this, though, in some upcoming posts, but time is also very short right now, so I need to get this posted before boarding my flight.

In short, Cisco looks to have the most complete portfolio to fully support hybrid work and contact center - not just for their platforms, but for the devices, the hardware and all the networking technology that makes all of this go. It’s a pretty impressive range of capabilities, but that also poses some challenges in terms of selling all of this, as there are different economic buyers for these pieces.

Also very interesting is their approach to competing against the rest of this very crowded market, especially Microsoft. Just as Teams can run inside Webex, Webex can now run inside Teams, giving customers totally flexibility for using both, and that reflects the reality of this now being a multi-platform market.

Other highlights included a new feature - audio watermarking - and they’re taking a leadership role in helping enterprises re-imaging their workspaces - quite a few new pieces around that, actually. Also, lots of AI updates, including applications that help workers manage their “focus time” to stay productive. I got a great hologram demo as well, and it’s really not that hard to envision workplace use cases coming to life as adoption gains traction. Finally, I should add that their contact center story is stronger than you might think, as are their CPaaS capabilities - Webex Connect. That’s all for now, but I’m not done with this update.

Webex execs, Jeetu Patel, Javed Kahn and Lorrissa Horton

October Writing Roundup

With all the travel this month, not much writing got done, although I did share several posts with short commentary and photos on my blog, so those might be worth checking out as well. I did write a few articles, though, but only one was published on a public site this month, so this roundup will be pretty, pretty short.

Balancing Remote Work Privacy Vs. Productivity Monitoring, TechTarget, Oct. 21

Next Stop - San Francisco and Twilio SIGNAL

Three more travel stops to go before the Fall event-a-palooza is done. Crazy time for industry events, but I’m over the hump, and the next trips are just one stop at a time, yay.

Flying this aft to San Francisco - again - and I go back yet again next week too - for the Twilio SIGNAL event. I’m not a developer, but have always loved this event, especially because they often do it with creative flair. There are actually two parts to SIGNAL, with a one-day analyst-only program tomorrow, and then the much larger-scale virtual event for everyone the next two days after that. I’m just there for the analyst program, then flying back home.

I’ll share what I can while there, and will follow on with more thoughts soon after. Still back-logged from last week, so there will be a post or two coming about that when time allows. Until then, I need to get my newsletter done - podcast is already done - and if we don’t publish tomorrow, they’ll be out on Wednesday for sure. Busy, busy….

RingCentral Analyst Summit - Quick Take and Photos

Just have time for a quick photo mashup before flying home to Toronto. This is the end of my 9-day, 3-event road trip, and will catch up on blogging from other events next week. I’ve just finished attending the RingCentral analyst event, in posh Napa Valley.

Pretty nice place to get spoiled, but it’s rather isolated for such a short event. No complaints, though, and they gave us a pretty extensive update on the state of their business, along with lots of NDA updates coming later this year and into 2023. I’ll have more to say soon, but it’s almost time to board my flight.

Below - one of my industry favorites, CIO Kira Makagon leading off Day 2. Two panel sessions - with customers, moderated by Blair Pleasant, and the channel panel, led by Zane Long.

The Napa vibe - a few photos from walking around the venue - what’s not to like?

But wait, there’s more! They had the NBA championship trophy on display, so I had to get next to it and make sure all the Celtics titles are there - yes they are, phew. Napa = wine, so they took us to Tamber Bey Vineyards for a wine tasting meal - it was every bit as good as it looks. The owners are also seriously into horses, so this made for a really great mix, wow. Finally, a 5-minute diversion to get a photo after crossing the Golden Gate Bridge. Yeah, it’s been a good week!

SCTC Annual Conference, Dallas - Quick Take and Pix

This is stop two of three during my current travel run, and it sure has been good. I’ve been involved with SCTC for a few years now - Society of Communications Technology Consultants - and even though I’m an analyst, there’s a lot in this community that’s good for my business.

Their annual conference is mostly for members, so it’s not really a public event, but the challenges facing consultants aren’t all that different from mine as an independent analyst. The trends that I follow in my research, are the same ones they’re living with as they try to get their clients to adopt new technologies. Lots of good learning here, and the caliber of speakers and panels sessions has been very high, as always. If you’re an independent consultant working with communications technology, this is a community you should be part of - and if you want to learn more, just drop me a line.

That’s the story from the conference here in Dallas, and I’ll leave you with a few photos.

Below - SCTC President, Denise Munro, and our Bitrix guru, Bobra Bush. Later, my lock note talk.

Definitely the most impactful session - 911 guru/advocate Mark Fletcher brought Hank Hunt to speak and share his story for how Kari’s Law came into being. Mark is the driver who made this happen, and Kari’s Law is named after one of Hank’s daughters, who would still be alive today if 911 service worked the way it’s supposed to. Photo on right - at the White House in 2018, when Kari’s Law was signed into law.

Best for last? Maybe. I’m part of the SIPtones (mainly for keyboards), and we got to play on Monday night. Fun, yeah - wish we could do this at every conference, but we’re not quite ready for that. Pictured on right - it was a two-band bill, where local band Southern Flight opened, then joined us at the end for a lively jam. Photo credits - on left, Cyndi Crews, and on right, Donna Leaden - thanks!

If you don’t know us, the SIPtones are led by Rick Hathaway on sax, Steve Leaden on drums and Chuck Vondra on guitar. We were also lucky to have Rebecca Cihak - long-time musical comrade of Chuck’s - be our vocalist, and we hope can do this again soon. Also, missing in action was Joe Rubio, our regular bassist, who wasn’t able to make it this time. In due time, I’ll have more pictures and video to share, and otherwise, I keep an archive of photos and video clips from earlier shows on my website - here and here.

Next Stops - Cisco, SCTC, SIPtones Gig and RingCentral

All in a week’s work, huh? Last week was Marrakesh and London, and now some US-based travel. Never done 3 events in a row, but starting today, it’s Cisco’s analyst event in San Jose. From there, off to Dallas for the SCTC annual conference, where I’m giving the locknote talk on Wed. Also, we’re doing another SIPtones gig on Monday night (you can check out some of our clips here) - woo hoo. Then, it’s back to San Francisco for RingCentral’s analyst event in Napa. Never dull!

UC Expo London - Quick Pix and Video Clip

Last week sure was a whirlwind, starting with the NICE Analyst Summit in Marrakesh (blog to come, but I shared different sets of photos on LinkedIn and Facebook), then a quick exit to London for UC Expo.

I may not get a blog post out about the Expo, but I was interviewed twice, including a video segment on the floor with EM360, which is included at the bottom of this post. Otherwise, here are some quick pix, both of the show and a few while about in London, albeit very briefly.

Below - show floor entrance and some of the activity, including a drone zone to test your skills.

With Chris Bain of Avaya, SCTC colleague Dave Mailer, and the Ask the Analyst panel session (photo credit - Anna Plavinskaja - thanks!).

Quintessential London, right? Phone booth, Sherlock Holmes, the Tube and the Thames!

More of the same - cable cars, the O2, London Eye, Big Ben, and the Docklands by the ExCeL Centre

Last, but not least, I was interviewed by Matt Harris from EM360 about the event, so here’s the four minute takeaway….

UC Expo London - Second Panel Session

Finally getting a chance to post about the second session I’m on at UC Expo this week. I’ll be in London over the next two days, and this session runs at 12:05pm on Thursday.

Titled “From Beach to Boardroom”, we’ll be exploring what it means to have a flexible work model, and what it takes to make this viable. I’m the moderator, and joining me will be Magnus Falk from Zoom, and Isaac Durno from Oxford City Council. Full details here, and hope you can join us!

CCTC Event in Toronto - Some Photos

Before the moment passes entirely - this is my first chance to share some photos here from last week’s CCTC networking event in Toronto. Canadian telecom and tech consultants rarely have events where all can gather, so this was a welcome development, led by long-time consultant Cheryl Helm.

We had a decent turnout, including a handful who participated virtually. Probably most importantly, the content was top-notch, from beginning to end. The networking was good too, but I think everyone went home feeling a bit smarter about that state of things with communications technology.

Oh, and I’d be remiss in saying to all my Canadian colleagues - happy Thanksgiving!

Below - Cheryl Helm leading things off, and Scott Murphy and the interoperability panel.

Below - the Foxhole - Roberta and Steve running their command center to keep everything moving. My locknote talk - if you’re attending the SCTC conference later this month in Dallas, my locknote there will be based on this, so not to worry if you didn’t catch it here.

Next Stops - the Marrakesh Express and London Calling

This is probably the only time in my life I’ll get to these two places in one run, but it’s happening.

Yup, “they’re taking me to Marrakesh… all aboard, the plane…” Well, something like that. If you got my latest newsletter, I amplified that there, along with a Youtube clip of the CSN (Crosby, Stills and Nash for those of you too young to know) classic hit - which no doubt you’re singing along to right now. And if not, then listen to the song, and then you will be.

I’ll share updates as things go along, but first stop is Marrakesh for the NICE Analyst Summit. Will we rock the casbah? That’s for me know and you to find out. The jet-setting continues with a stop in London for the UC Expo, and I’ll be on two panels on the Thursday - details here. That’s all for now - gotta get packing - and after all this, won’t you give me a smile?

Newsletter Time - Podcast Too - October Editions Out Now

Am a bit behind in posting this update. First Tuesday of the month is my usual publishing date. Both went live then, and am just getting a chance now to blog about it.

The October issue of JAA Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. Bulding on last month’s topic around quiet quitting, Chris and I took the flip side with quiet firing for this episode, along with our takes on the latest hybrid work challenges, and what Salesforce might have in mind with Digital HQ.

If not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or just pick up the current episode here. If you’re not familiar with my website, there are archives for the newsletter and the podcast, and a refresh for each of these archives is in the works now.

September Writing Roundup

Getting back to a more normal writing output this month. A lot of my work goes in waves - first doing the writing, then sometimes a gap until things get published. Here’s what I was writing about last month, and with event travel kicking off next week, there will be plenty to write about during October.

NICE’s Brand Promise - Making Experiences Flow - A Bigger CX Vision, NICE blog, Sept. 21

Vonage AI Studio: Have They Cracked the Code with AI?, No Jitter, Sept. 21

3 UC User Scenarios Influence Hybrid Work Budgets, TechTarget, Sept 20

Making Experiences Flow - NICE’s Branding and the CXi Vision, NICE blog, Sept. 7

Closing the Customer Service Gap, Contact Center Pipeline, Sept 2022 Issue

UC Expo 2022, London - Speaking Shout-Out

My busy season for in-person industry events starts next Thursday, and after that, I’ll be on the road most of the time right through mid-November - yeow.

Well, we’ve all been cooped up at home for so long, this is just part of the “revenge travel” surge where we want to be anywhere but at home - plus, I guess the vendors really miss seeing us! Still, this is a lot of travel in a short period of time.

I’ll be posting updates for these various events soon, and here’s the first one. This is for UC Expo in London, which I’ve been doing virtually for a few years now. Finally, the coast has cleared for going in-person, and am very much looking forward to it.

Aside from moderating two panels - details coming on those soon - I’ll be on the Ask The Analyst session towards the end of the event, on Thursday at 2:10pm. I’ll be in good company, with colleagues Dave Michels, Zeus Kerravala and Oru Mohiuddin. If you’re attending, am sure this will be a fun session, and sure hope you can join us - scroll down here for details. Otherwise, more details are here on their site, and the main hashtag is #UCX2022.

Next Guest Post for NICE - A Bigger CX Vision for a Digital-First World

Busy week - I’ve been doing a lot of writing recently, and much of it is coming to market around now. Here’s the next one - another guest post for the NICE blog. The company is doing good things with CXi and their new branding, but the bigger message is how providing customer service now goes beyond the contact center. Lots more to explore here, so watch for more from me with NICE, as well as other places.