Mladen Milanovic·Oct 20Your Data Strategy Has a Blind Spot: CommunicationsEveryone is building a data estate for AI. Almost nobody is including the conversations.
Mladen Milanovic·Oct 1What Is the Next Frontier for Unified Communication?It isn’t another integration layer. It’s the platform.
Novel Vox·Aug 12Extending the Cisco Finesse Agent Desktop Without Replacing ItThe Cisco Finesse agent desktop runs the call. It does not hold the customer. Finesse controls call state, agent status, and queue events…
Altigen·Jul 23Call Center Analytics: Key Metrics for Better CXHere’s the distinction that matters: reporting tells you what happened — last week’s CSAT, average speed of answer, abandonment rate. Call…
Nuno Roberto·Jul 15The (Un)unified Communications SagaHow a casual mention of Siemens PBX software to the CIO earned me 27 phone systems, a team of three, and a multi-year migration I never…
