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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


September 10, 2014
Cloud solutions offer companies the unprecedented ability to forego the costly and painful process of updating their contact centers every few years in order to maintain some semblance of modernity, i...
August 27, 2014
Whether your organization has decided to move to the cloud, or you are considering the possibility, this webinar will help you cut through the all the "checklists" and give you four must-hav...
July 30, 2014
A myth persists that premise-based unified communications and contact center solutions are more secure than similar solutions in the cloud. Join this webinar to learn why that mode of thinking is outd...