Michelle Burbick
Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis...
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Michelle Burbick | February 01, 2016 |


This Month on No Jitter: UCaaS, Customer Journey Webinars on Tap

This Month on No Jitter: UCaaS, Customer Journey Webinars on Tap UCaaS and the customer journey are hot topics, and in the month ahead you have more opportunities to engage and learn.

UCaaS and the customer journey are hot topics, and in the month ahead you have more opportunities to engage and learn.


If you don't know already, No Jitter and Enterprise Connect regularly host informative webinars on important topics in enterprise communications, giving our audience opportunities to engage with thought leaders, industry analysts, and vendors alike. This month is no different, as we've got a great lineup of educational, interactive webinars for you in February.

Understanding UCaaS

If you've found UC as a Service (UCaaS) to be a compelling subject, you're certainly not alone. In fact, this Wednesday, Nemertes Research president and founder Robin Gareiss and Eric Points, director of product management at XO Communications, will discuss how to prepare your IT staff for the changes that come with a move to UCaaS, or hosted communications solutions. You'll walk away from the event knowing how to:

  • Ensure a successful partnership with your hosted service provider, one that aligns with your priorities
  • Evangelize the capabilities and encourage employees to use the service
  • Outsource day-to-day operations to a partner without losing control

Register for this XO-sponsored webinar, UCaaS is Enterprise-Ready ... but Are You Ready for UCaaS?, here. It takes place Wednesday, Feb. 3 at 2:00 p.m. ET.

If you're interested in hearing about successful UCaaS case studies, listen to our January webinar, Not All Clouds Are Built the Same, on demand. Jay Krauser, director of Univerge cloud services at webinar sponsor NEC, shared a case study of a hybrid cloud communications deployment by a retail chain with more than 3,000 store locations. You can view the full webinar on-demand here.

During the webinar, UC industry analyst Dave Michels discussed cloud trends and their impact on the global market. "Ask experts five simple questions about cloud and you're likely to get six answers. Despite the confusion, cloud is one of the most transformational things happening in the communications industry right now," he said.

Beyond the Customer Journey

Improving the customer journey has become an item on every contact center's to-do list. Of late, contact center providers have given a fair amount of attention to improving the agent journey (see related posts, "Unify Brings Circuit-like UX to Contact Center" and "How Contact Center Agents View Customer Experience").

Our Feb. 17 webinar, sponsored by 8x8, will focus on the intersection of the customer journey and the agent journey. Success in the contact center depends on not one or the other, but both. But tracking and managing both journeys is easier said than done.

During this webinar, "Where the Customer Journey Meets the Agent Journey," learn how to do exactly that. Aphrodite Brinsmead, principal analyst of customer engagement at research firm Ovum, will present insight from her research on the customer journey, shedding light on where trouble areas are and what components have less of an impact on the overall experience. Max Ball, senior product marketing manager at 8x8, will be showcasing innovations that make the tracking of both customer and agent journeys more efficient.

Register for this webinar, taking place Wednesday, Feb. 17 at 2:00 p.m. ET, here .

I look forward to engaging with you all in the month ahead, and tackling ways not only to better understand your enterprise communications, but to improve them.

Follow Michelle Burbick and No Jitter on Twitter!


Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

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Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

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