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Unified Communications Week in Review: Diverse Technology, Vodafone, Digicel


March 19, 2016

It's been another brisk week of operations in unified communications (UC), and there's been little shortage of developments. New technologies and changes in the market all contribute to a market brisk with new opportunities, and figuring out just what will impact our next week to come can be tough. To help out with that, we have two key points: we have a weekend for time, and our Week in Review coverage to help point out the biggest news of the week.

First, Diverse Technology Solutions (DTS) stepped in with the acquisition of Voitual, a voice over Internet protocol (VoIP) specialist firm that could give DTS a real leg up in the field. Since DTS is focused on cloud services, adding VoIP to the roster is a valuable move. Throw in Voitual's geographic presence—it's located in Florida—and New York-based DTS has a clear opportunity to expand its product line and its market reach all in one blow.

Next, Vodafone Germany turned to the Broadsoft UC-One system as a means to bring out its own cloud-based UC operations. The newly-launched Vodafone One Net Business brings access to new voicemail tools, call forwarding systems and others from a cloud-based platform that can be readily accessed from just about anywhere with an Internet connection. The growth of cloud-based operations in general, meanwhile, assures at least some level of success.

Happiest Minds Technologies stepped in next, as a new partnership with Tickto helped ensure the best in customer experience at the retail level using tools from the Internet of Things (IoT). Tickto offers a slate of beacons that, when used in retail stores, can better track the positions and movement of customers in the store. Such a combination can tell where customers' attention is focused, and what items are drawing customers' gazes.

Then, Digicel stepped in to deepen its overall relationship with BroadSoft, bringing in its BroadWorks platform as well as its UC-One UC services portfolio. While UC-One recently made the move to iOS, Chrome OS and Android, it's not clear if Digicel customers will get access to those, though past history suggests it's reasonable. Users will get access to a cloud telephony portfolio that includes cloud private branch exchange (PBX), UC, and session initiation protocol (SIP) trunking, among others.

Finally, Zendesk brought out word of its new Zendesk Basic Voice system, a support tool that gives companies of all sizes access to the phone support systems needed, in a way that allows for a better push toward omnichannel. Zendesk Basic Voice works alongside currently-existing channels like Web chat and email, which gives customers an array of options to contact a company. That's something customers find desirable, and providing it improves the customer experience.

That was the week that was in unified communications, and with all the new products and services afoot, there's plenty to consider when moving into future weeks. Our global online community was right in the thick of it, bringing back the best in news for us. So be sure to join us back here next week for all the latest, and every weekend for our Week in Review coverage!






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