Breakthroughs in Unified Communications
Desk phones and telephony-centric tools formed the foundations of unified communications. Today, unified communications (UC) take on many forms, including messaging, mobility, and video conferencing. Unified communications as a service (UCaaS) pioneers like Zoom continue to innovate their offerings with virtual reality conferencing, digital whiteboarding, and conversation intelligence to meet customer demands.
This session will explore how regulated organizations are leveraging UCaaS platforms in groundbreaking ways to offer high-touch customer service, improve internal collaboration, and transform their workforce. It will also examine the compliance impact of UCaaS adoption in regulated industries.
Will works as an analyst on Forrester's infrastructure and operations (I&O) team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery. This includes enterprise service management (ESM), IT service management (ITSM), and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness. Before becoming a researcher, Will was a research associate with Forrester's I&O team, covering various technology topics, including ESM, automation, cloud, robotic process automation (RPA), disaster recovery technologies, infrastructure transformation, and composable infrastructure. Will holds a BA with a major in both sociology and politics from Ithaca College.
President and Principal Strategist,
As president, Irwin Lazar, CISSP, leads Metrigy's coverage of the digital workplace. Mr. Lazar has covered enterprise communications and collaboration as an industry analyst for over 20 years. He is an expert in unified communications and team collaboration, VoIP/IP telephony, video/audio/web conferencing, SIP trunking, session border control, mobility and security, contact center and many other related subjects. In 2017 he was recognized as an Emerging Technologies Fellow by the IMCCA and InfoComm. He holds an MBA from George Mason University and served in the U.S. Army Reserve.
Head of Industry Marketing,
As head of Industry Marketing at Zoom, Randy builds Zoom's go-to-market industry strategy and leads a team of industry experts in education, healthcare, government, finance, manufacturing, retail and other key vertical markets.