Sponsored by Genesys

Sponsored by Genesys | December 12, 2017 |


Digital Voice: Cornerstone for Modern Cloud Environments

Digital Voice: Cornerstone for Modern Cloud Environments In this sponsored post, Genesys explores how to bridge the divide between contact center agents and business users.

In this sponsored post, Genesys explores how to bridge the divide between contact center agents and business users.

As we approach the end of the year 2017, we'd be hard pressed to find anybody in the communications industry who would argue that cloud communications hasn't arrived in full force. As enterprises have become more comfortable with the cloud delivery model in general, their willingness -- if not enthusiasm -- to migrate from legacy infrastructure to cloud-based communications and collaboration services has followed suit.

Cloud communications eases the ability to enable conversation, collaboration, and engagement among employees and between employees and customers. As such, enterprises of all sizes increasingly recognize the viability and value of using cloud-hosted communications services to support digital business requirements.

No Jitter Research survey results bear this out. In its year-over-year analysis of enterprise IT attitudes toward and use of cloud communications, No Jitter has found continued strong growth in cloud-based unified communications (UC) and PBX/call control services, as well as steady interest in cloud contact center-as-a-service (CCaaS). For example, 36% of this year's enterprise IT respondents use cloud UC applications, with 22% of non-users planning to move UC to the cloud in the next 12 months. On the contact center side, 22% of respondents said they already have cloud contact center seats, and another 16% said they'd be using CCaaS within the next year.

Overall, nearly 60% of the 205 enterprise IT respondents use one form of cloud communications or another. And, of those organizations that have jumped in with cloud communications, more than half (55%) have done so on both sides of the house, so to speak -- UCaaS for employees and CCaaS for customer service agents.

Embracing cloud communications services for both employee and contact center agent use place enterprises in a better to reap full cloud benefits than their industry peers that have only transitioned one of these user groups. And enterprises have even more to gain when they bring both sets of users together via a unified platform that supports the breadth of contact center, communications, and collaboration capabilities.

With a unified platform, enterprises can enable the smooth flow of conversation between contact center agents and subject matter experts on the business side. This helps create an ultra-responsive customer service organization that can quickly address customer inquiries and reduce time to problem resolution by being able to solicit input from business experts as needed. Such customer engagement improvements in turn lead to exceptional experiences and greater customer satisfaction and loyalty.

IT, too, benefits when using a unified cloud platform, especially when built on a microservices architecture. For one, such a platform allows the ability to scale efficiently, an important factor according to No Jitter data. And two, a microservices-based unified cloud platform provides the ability to add new features and functionality quickly across disparate user environments -- contact center or enterprise -- and to streamline support across communications and collaboration channels.

This latter point is particularly important for enterprises undergoing digital transformations with their contact center operations. Keeping pace with customer preferences means supporting not one or two but a host of digital capabilities -- voice, video, chat, email, text, SMS, social media, and so on -- and always being at the ready to add a new one as the need arises. Smart companies not only understand the importance of allowing customers to get in touch via whichever channel suits them, but also recognize the need to enable a seamless experience as the interaction moves from one channel to the next.

In this Genesys-sponsored No Jitter Industry Insights Report, "Voice as the New Digital Channel: Achieving Holistic Engagement Across the Business," discover how digital voice, a la WebRTC, is an essential component of a modern cloud communications environment. Download the report now, and discover how to facilitate real-time conversations between contact center agents and the business and deliver that sought-after seamless customer experience.


August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integr

June 20, 2018

Your enterprise may have adopted SIP Trunks, but are you up to date on how the latest technology is driving evolution in approaches?

In this webinar, youll learn how the new generation of SI

June 6, 2018

The two largest strategic vendors-Cisco and Microsoft-have been busy making changes to their enterprise communications roadmaps, incorporating collaboration applications as fundamental components.

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.