Zeus Kerravala

COVID-19 accelerated a buy-from-home economy, expanding the role of the contact center beyond customer support to building customer relationships. According to a new report released by Talkdesk, the majority of customer experience (CX) professionals believe their contact center is a main driver of customer loyalty. For this reason, companies are increasingly investing in engagement tools, […]

It’s a well-known fact that Internet connectivity in high density environments like stadiums can be erratic and slow. Anyone who has been in airport, conference center, hotel, stadium, or other high-volume facility has experienced the pain of inconsistent Wi-Fi –  the network works well one minute only to lag or stop the next. The National […]

Start-up Uniphore has announced its Q for Sales product, which brings the benefits of conversational artificial intelligence (AI) to enterprise sales organizations. Conversational AI is a hot topic but has primarily been applied to contact centers, where the technology has been focused on dissecting chatbot interactions between businesses and consumers. This has been the “low […]

I spoke with Todd Krautkremer, Chief Marketing Officer at Cradlepoint, about the evolving landscape of private 5G networks, including the various deployment options available and how they can benefit enterprises in terms of security, flexibility, and performance.

Observability is a hot tech topic yet has also become one of the industry’s most overused buzzwords. The term means understanding the behavior, performance, and other aspects of cloud infrastructure and cloud apps based on the data they generate, such as metrics, events, logs and traces (MELT). Observability relies on telemetry that comes from endpoints […]

In my latest ZKast video, I interviewed Paul Dryden, vice president of business and development at Bandwidth, to discuss the partnership with Genesys and why enterprise contact centers are shifting to the cloud.

Throughout 2021, the pandemic influenced corporate buying behavior as hybrid work models became more permanent, replacing ad-hoc strategies initially used to support remote workers. Organizations changed their buying behavior in favor of more flexible, efficient, and cost-effective IT strategies, according to Tangoe’s newly released 2021 Market Trends Report. Tangoe gathered the data from the massive […]

NTT (Nippon Telegraph and Telephone Corporation) is one of the world’s leading telecom providers. The conglomerate is deeply rooted in the mobile space, providing cellular services across Japan through its subsidiary NTT Docomo. More recently, NTT has shifted its focus to building innovative solutions that utilize next-gen mobile technologies to help organizations deploy networks specifically […]

I recently chatted with Dhawal Sharma, vice president of product management at Zscaler, to better understand how ZDX works, the new enhancements, and how it fits into the overall Zscaler platform.

Cisco is bringing its Webex technology to the final frontier: space. Webex will be a part of the Callisto payload on the Orion spacecraft, which launches later this year on a mission called Artemis I. Formerly known as Exploration Mission-1, this launch will be the first in a series of several complex missions focused on […]

Over the holiday break, the onetime king of mobile, BlackBerry, issued a post reminding users that as of January 4, 2022, Classic BlackBerry devices will no longer function – including the ability to make 911 calls. The decommissioning of these devices is another milestone in the long, slow demise of a company that ruled the […]

Recently, I was the keynote speaker at the AppViewX digital event, “Simplify Application Delivery 2021.”  While there were many sub-themes to the event, the one I focused on is automation, as I believe this is the single most important capability for application delivery moving forward. The application delivery landscape is evolving rapidly and shifting from […]