Zeus Kerravala of ZK Research explains why Hosted Collaboration Solutions are ready for prime time.
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.
How transportation and first responders are improving emergency telephone systems with VOIP.
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.
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 todays 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.
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.
A consultative approach to help you build a roadmap for success
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.
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.
Unified Communications as a Service (UCaaS) addresses the major barriers to SMB adoption of UC by providing a hosted solution for consolidating communications.
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.
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.
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.
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.
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 Cost Effective Enterprise Communications Solutions via WebRTC
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 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.