UCaas, CCaaS & Collaboration News

A Compliance-Ready Mobile Calling Strategy for Regulated Enterprises

elewis@calltower.com (Evan Lewis) — Thu, 25 Jun 2026 15:00:03 GMT

For finance, healthcare, insurance, and other regulated enterprises, mobile communications have become one of the hardest channels to govern. As employees work across devices, networks, and applications, organizations face growing pressure to ensure every business call is secure, traceable, and compliant. At the same time, the FCC is raising expectations around caller authentication, recordkeeping, and provider accountability, making fragmented mobile calling strategies increasingly risky. This shift is forcing enterprises to rethink how mobile voice fits into unified communications and compliance programs. A modern strategy must do more than connect calls; it must extend visibility, control, and audit readiness to every endpoint employees use daily.

What is Sentiment Analysis: The Big Application of AI in CX

elewis@calltower.com (Evan Lewis) — Thu, 18 Jun 2026 15:00:03 GMT

Artificial intelligence (AI) has transformed the way businesses connect with customers, especially in customer experience (CX). Among the many advancements, sentiment analysis stands out as a powerful tool for understanding customer feelings in real time. By analyzing customer interactions, sentiment analysis helps organizations anticipate needs and respond more effectively. As CX becomes a key differentiator, leveraging AI-driven sentiment analysis is essential for companies aiming to deliver exceptional service and build lasting relationships. Here, we’ll explore what sentiment analysis is, its application in contact centers, how it benefits the customer experience, and how CallTower can further elevate both contact centers and CX.

Beyond STIR/SHAKEN: The Business Value of Trusted Calling

elewis@calltower.com (Evan Lewis) — Thu, 11 Jun 2026 15:00:02 GMT

For years, organizations have relied on enterprise voice as a primary channel for customer engagement, be it for support, sales, or mission-critical notifications. However, the rise of robocalls, spoofing, and fraud has eroded trust in the phone channel, leading to declining answer rates and growing brand risk. While the introduction of STIR/SHAKEN marked a major step forward, a new wave of Federal Communications Commission (FCC) regulations is pushing the industry toward a more complete model of trusted calling; one that goes far beyond basic authentication.

These new regulations are shifting the conversation from simply verifying numbers to fully validating identities and delivering richer, branded call experiences. For enterprises, this evolution represents both a compliance requirement and a strategic opportunity to protect brand reputation and improve customer engagement.

6 Principles for Scaling AI Without the Chaos

elewis@calltower.com (Evan Lewis) — Thu, 04 Jun 2026 15:00:02 GMT

As artificial intelligence (AI) continues to reshape unified communications and contact centers, businesses are eager to integrate this advanced technology into their operations. However, this eagerness often leads to hasty, uncoordinated efforts that create confusion, missed opportunities, low adoption, and unrealized ROI.

Scaling AI successfully requires more than speed and technical prowess. The organizations seeing real impact follow a strategic, disciplined approach that prioritizes clarity, adoption, and measurable outcomes over hype. Here, we’ll explore six key principles for scaling AI successfully and maximizing business value without descending into chaos.

Security, Compliance, and Zero Trust: Hidden Drivers of UC Innovation

elewis@calltower.com (Evan Lewis) — Thu, 28 May 2026 15:00:02 GMT

Unified communications (UC) have become the backbone of modern business, enabling seamless collaboration, efficient information sharing, and real-time connectivity across teams and geographies. While UC promises seamless integration of voice, video, messaging, and conferencing, the true drivers behind its evolution are less visible but vital: security, compliance, and Zero Trust principles. As organizations face increasingly complex cyber threats and regulatory requirements, these factors are shaping their unified communications in profound ways. For business leaders and IT managers, understanding these pillars is essential to unlocking innovation and realizing tangible business outcomes.

How to Build a 12‑Month Training Roadmap After Go‑Live

Joseph Koltis — Wed, 27 May 2026 15:00:02 GMT

Go‑live often feels like the end of the project.

The system is live. Calls connect. Meetings work. From a technical perspective, the rollout looks successful. But from an adoption perspective, go‑live is usually the moment when training decisions start to matter most.

Most long‑term adoption issues don’t show up on launch day. They surface weeks later, when users are under pressure, habits form quietly, and support teams start fielding the same questions repeatedly. Without a plan beyond go‑live, training becomes reactive—and adoption stalls.

A 12‑month training roadmap gives structure to what is otherwise left to chance. It turns training from a launch event into ongoing enablement that supports real work over time.

Why Unified Communications and Contact Center are Better Together

seanna@calltower.com (Seanna Baumgartner) — Tue, 26 May 2026 13:55:34 GMT

Have you ever watched a customer service agent scramble to find an answer while a frustrated client waits on hold? The agent flips between three different applications, sends a frantic chat message to a subject matter expert, and hopes for a quick reply. This disconnect between front-line agents and back-office experts is a common hurdle for many organizations. It creates friction, delays resolutions, and ultimately harms the brand's reputation.

How Professional Contact Center Services Protect & Future-Proof Businesses

elewis@calltower.com (Evan Lewis) — Thu, 21 May 2026 15:00:01 GMT

Operating an in-house, do-it-yourself (DIY) contact center may appear to be a cost-effective and simple solution, but businesses often encounter hidden obstacles and unexpected expenses. While the appeal of direct control and perceived savings is strong, running an internal contact center demands constant uptime, strict regulatory compliance, and robust disaster recovery, all of which can quickly overshadow any initial benefits. In a competitive marketplace, the increasing complexity of customer service, technology, and staffing can easily overwhelm internal teams and impact business continuity.

Professional contact center services address these challenges head-on. By utilizing industry-leading technology and dedicated support, organizations can concentrate on their core business without the distractions of technical challenges, staffing headaches, compliance concerns, or crisis response. In this blog, we’ll examine why some businesses choose DIY contact centers, uncover the hidden risks and costs, and show how expert contact center providers like CallTower safeguard your business and enhance operational efficiency.

Workflows Over Meetings: How Unified Communications Support Asynchronous Work

elewis@calltower.com (Evan Lewis) — Thu, 14 May 2026 15:00:00 GMT

As today’s workplaces become increasingly digital and global, the need for flexible communication tools has never been more critical. Unified communications (UC) answers this need by bringing together messaging, voice, video, and collaboration platforms into one seamless experience. This integration supports the rise of asynchronous work, where teams collaborate across different time zones and schedules without the need for simultaneous participation. By leveraging UC, business professionals and IT leaders can foster productivity, accommodate diver work styles, and ensure projects move forward smoothly, regardless of when or where team members are working. Here, we will explore the UC features powering asynchronous work, the benefits of utilizing UC, and how companies can elevate their UC with CallTower.

The Hidden Cost of DIY: When to Bring in Professional Services for Success

elewis@calltower.com (Evan Lewis) — Thu, 07 May 2026 15:00:02 GMT

Customer experience (CX) is key to winning loyal customers and growing your business. Many companies try to handle CX on their own, believing it saves money and gives them greater control. However, this do-it-yourself approach often leads to hidden costs, from lost sales opportunities and wasted time & resources to frustrated customers who may not return. Without expert guidance, businesses can miss critical details and fall behind competitors offering seamless experiences. That’s where CallTower comes in. CallTower’s professional services help you avoid common pitfalls, overcome resource limitations, and deliver measurable business results that drive growth. Here, we will explore why DIY can fall short, the advantages of professional services for CX, and when to call in experts like CallTower.