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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 22, 2016
The obvious benefits of unified communications -- user connectivity and collaboration from any location along with significant cost savings -- are impossible to ignore. However, if youre in the proces...
May 11, 2016
Companies are increasingly migrating from premises-based telephony to cloud-based, whether to achieve greater scale, boost flexibility, or cut costs. Even those businesses that are choosing to stay wi...
April 27, 2016
Todays business conditions are forcing organizations to find dynamic and flexible communications solutions that can unify co-workers and deliver actionable metrics to solve the issues that matter most...