Millennial Research on Customer Service

This national study looked at consumer attitudes, expectations, preferences and customer service priorities by generation. We paid special attention to the voice of Millennials, aka "Generation Y," because their views on customer experience usher in an entirely new wave of digital expectations to the marketplace.


Emergency Crash Phone Systems

How transportation and first responders are improving emergency telephone systems with VOIP.


Creating workspaces for tomorrow that work for your business

A workspace for tomorrow is a pleasant, practical place that suits every work style and attracts People to the workplace, rather than alienates them from it. It's important to formulate a sound strategy and a roadmap to help you create a workspace for tomorrow. Success will be determined by identifying your current worker/user profiles and their work styles, workspaces, and utilization; envisioning what these should look like in the future; and the preparation of a roadmap with clearly documented steps to reach that goal.


How does technology enable workspaces for tomorrow?

Without the appropriate technologies working together as part of a collaborative strategy, your workspace may become disjointed and out of sync with the organization's overall goals. The popularity of mobility, cloud computing, and devices like smartphones and tablets themselves are impacting today’s workplace culture. The need for more flexibility in work arrangements is growing, in other words, where and how employees work. Smartphones and tablets are already overtaking PCs in terms of their popularity. The bottom line is to enable your employees to get on with what they need to do, regardless of the devices and technologies they choose. And with all of the groundwork done in relation to getting the right policies and structures in place, businesses will be able to apply bring your own device to a greater degree, even with new technologies entering workspaces for tomorrow.


Workspaces for tomorrow - turning vision into strategy

People, as much as technology, are shaping tomorrow's workplace. It's happening right now. However, navigating the interdependence between technology and people in an increasingly connected working world calls for a new road map. Every business needs a collaborative vision for the future. And that vision, whether to deliver better service to customers or stay ahead of competitors, needs to be embedded in both its work culture and ICT architecture. Those that ignore shifting work patterns and the rise of mobile technology will be left behind. Only when people and technology work seamlessly together can a business achieve its future goals. And that planning starts today.


End-user Computing Development Model

A consultative approach to help you build a roadmap for success


Cloud Services for Microsoft

Dimension Data's Cloud Services for Microsoft enables you to move any of the three core Microsoft UC&C workloads to the cloud at any time. This ensures that you are able to match your business and consumption needs today, while enabling easy expansion.


How Experience Continuity Improves the Customer Journey

This entry in No Jitter's Technology Leadership Series discusses concepts and architectures for bringing continuity to the contact center experience. It's intended to show communications professionals how they can (and indeed must) become even more crucial to the success of the customer journey.


Reducing UC Costs and Increasing Business Performance in the Cloud with UCaaS

Unified Communications as a Service (UCaaS) addresses the major barriers to SMB adoption of UC by providing a hosted solution for consolidating communications.


The Building Blocks of a Mobile-Friendly Omni-Channel Customer Experience

The good news for contact centers is that implementing a mobile customer care program that meets these standards does not have to be daunting; a best-in-class program can be accomplished using existing contact center technology in most companies.


A Path to Ubiquitous, Any-to-Any Video Communication

This white paper describes the current state of the B2B video communications market, its challenges and how OVCC is responding to the difficulties that companies encounter when trying to use video communications outside their own system.


Cisco Chooses OVCC Compliant AT&T Telepresence

This case study examines OVCC member Cisco's process of finding a fully managed and OVCC compliant immersive videoconference solution. After reviewing proposals Cisco chose OVCC member AT&T to assist in providing and managing its immersive videoconferencing through AT&T Telepresence Solution.


OVCC: Video Communications Perceptions by Role

Part I of a series that OVCC commissioned Forrester Consulting to evaluate the current market of B2B video communications globally, focusing on the varying perceptions of three distinct roles that influence adoption and purchasing: the business, IT, and information workers' perceptions.


Hosted Microsoft Lync For Multinational Enterprises: Can Your Provider Deliver?

An increasing number of providers have launched hosted Lync services and sell them mainly to large enterprises. However, not all providers of hosted Lync services have comparable capabilities.


Delivering Enterprise-Class Communications with WebRTC

Delivering Cost Effective Enterprise Communications Solutions via WebRTC


Aspect Text2IVR

As more and more calls come into contact centers from mobile devices, companies have an increased opportunity to enhance the customer experience by leveraging the capabilities of mobile devices interacting with self-service applications such as IVR. Aspect Text2IVR lets the customer enter free-form data such as name, address and other information that is hard to recognize for speech recognition systems via the convenient channel of SMS. All of this while interacting with the IVR - enabling faster and more accurate data exchange.


Omni-channel Contact Center: The Smarter Way To Engage Customers

Omni-channel interactions fill the gap between the use of multiple channels and driving customer delight through superior service. They do so by helping firms ensure the consistency and personalization of the messages they deliver to their customer via each channel. This report will highlight how omni-channel contact centers compare to their multi-channel counterparts across key performance indicators, such as customer retention rates and first contact resolution rates. It will also provide an overview of the building blocks companies put in place to deploy a successful omni-channel customer care strategy.


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...