pixel
DON AROUND THE WEB




Don Van Doren

Don Van Doren brings 25 years of experience as the founder and president of Vanguard Communications, a leading independent consulting firm in call center, contact center, and interactive voice response technologies and solutions. Don and Vanguard are known throughout the communications industry for consistently high quality engagements and for ongoing contributions to industry development through speaking engagements, news articles and publication of books, white papers and other reference materials. Don is one of four co-founders of UCStrategies.com.

Don sees Unified Communications as an area that will build on the learning and experience of the contact center industry. Though UC solutions will touch many other business processes than those served by contact centers, the principles of integrating communications into the business processes are consistent between contact centers and UC. Just as contact centers enriched customer service and lowered cost by managing and informing the communications events with business process information though both customer self-service and personalized agent interactions, UC will accelerate and enhance the many other business processes by linking information and software assistance into the communications for those processes and the related employee jobs.

 
Recent posts by Don


June 3, 2015
SIP Trunking has been available and hyped for over a decade, but 80% of businesses still haven't made the switch. In this webinar, we'll provide the market context on the halting transition to SIP Tru...
May 20, 2015
The silo-ed PBX at the core of the legacy communications architecture no longer fits today's need for integrated enterprise, Web-based, and mobile communications, and this installed base is limiting e...
April 15, 2015
An explosion of application traffic threatens to overwhelm enterprise networks, and real-time traffic like voice and video can be the most endangered, and also the most threatening to other kinds of t...