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.


Confessions of a Telecommunications Provider

Five things you MUST know about Global Voice over IP (VoIP) Providers


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.


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...
March 25, 2015
Enterprise collaboration and communications tools are more fragmented than ever, and the proliferation of new approaches for collaboration is hindering productivity. Unified communications (UC) was su...