In this report, Ovum evaluates and profiles eight cloud contact center providers based on their abilities to offer full voice call routing with the capacity to route at least one interaction channel beyond voice. Discover technical strengths, market impact, and customer opinions.
The combination of unified and contextual cloud communications is a critical digital transformation enabler, yet many enterprises still don't understand how communications can help drive business. In this IDC whitepaper, sponsored by Vonage, discover the four categories of communications technology maturity, and learn how to improve your company's communication maturity level.
Based on results of the third-annual No Jitter Career & Salary Survey, this report explores the job responsibilities, career opportunities, and compensation for IT professionals involved with enterprise communications and collaboration decision making.
Read Five9's eBook to learn how you can effectively build a customer journey map with a combination of contact center and CRM technology.
In this whitepaper, produced by No Jitter and sponsored by MediaPlatform, learn how smart bridging technology, combined with intelligent video distribution and real-time monitoring, can facilitate the convergence of videoconferencing and webcasting within your organization.
In this whitepaper, Sheila McGee-Smith, principal of McGee-Smith Analytics and a leading communications industry analyst and strategic consultant, busts the myths that have developed around cloud-based communications services.
By enabling contact center agents to reach out to subject matter experts within the organization using tools such as Microsoft Skype for Business, contact center agents can get the information they need to answer customer issues, solve problems, and close sales. And they can do this in real time while customers are still on the line, thus increasing customer satisfaction. Learn more in this whitepaper from cloud contact services provider Five9.
When enterprises break down the barriers between the business and the contact center, they can deliver compelling engagement scenarios for internal and external communications. In this No Jitter Industry Insights report sponsored by Genesys, read how voice can prove particularly effective as the channel that bridges the gap
In this ebook from Five9, learn how you can integrate Microsoft Skype for Business with your contact center to facilitate a strong support architecture that involves subject matter experts and improves resolution speed and customer retention while reducing operational effort.
Text messaging is proving itself a critical business communications tool, an especially valuable solution for customer engagement and internal workforce communications. Read this IDC whitepaper, sponsored by AT&T, to learn how your company can benefit from text messaging's simplicity, convenience, low cost, and high read and response rates.
Text messaging has unstoppable momentum in our personal and business lives. Despite its benefits in a business context, however, text messaging can have serious security and compliance risks when use within the workplace is unsanctioned. Discover a mitigation strategy in this IDC whitepaper, sponsored by AT&T.
In this IDC whitepaper, sponsored by AT&T, discover the benefits of communicating with customers via text messaging, and learn about typical uses of text messaging by small businesses.
Research gathered from over 200 contact center and customer experience professionals provides a revealing look at an industry in transition. Together with the findings are clear recommendations that will help anyone involved in delivering a superior customer experience.
In this solutions overview, "Smarter communications at your fingertips," discover how AT&T's Business Messaging solutions can help you cut the cost of enterprisewide notifications, increase communication speed, and get the right information in the right hands at the right time.
As AT&T has learned in surveying 900 respondents on business texting, many companies today consider text messaging as the single most effective channel for driving customer engagement. In this AT&T Markey Survey report, learn about the business benefits of allowing non-mobile numbers to send and receive text messages.
In this AT&T-sponsored whitepaper, backed by research conducted by VDC Research, explore the evolution of push-to-talk (PTT) communications among today's mobile workforce and discover why PTT-over-cellular solutions make sense for critical communications.
How can companies keep communications costs down as complexity grows? Now is the time to compare vendors and assess your total cost of operation (TCO). Read this report and discover how Nemertes' 2016 TCO research shows ShoreTel customers spend the least on their IPT and UCC solutions.
In this sponsored whitepaper, produced by No Jitter, learn why a vastly improved audio experience is an imperative for today's virtual meeting experience. You'll discover how high-quality audio can make the difference between collaboration success and failure.
In August-September 2016, for the second year in a row, No Jitter surveyed our audience of enterprise communications decision-makers about their perceptions of cloud-based or hosted communications services. Read this No Jitter Research report for our findings.
In this case study, learn how Fujitsu is advancing the implementation of innovative practices at its Open Innovation Gateway in Silicon Valley using Mezzanine, an immersive visual collaboration platform from Oblong Industries.
PwC created its Delta Room in Paris to be the next-generation meeting space. This space spurs innovative thinking and deep engagement, transforming client briefings from one-way presentations to collaborative conversations. In this case study, explore how PwC uses immersive visual collaboration.
As enterprises migrate their communications spend to the cloud, they are finding value in the ability to embed communications into core business processes and applications. Read this IDC Technology Spotlight to discover the unique challenges of going to market with integrated, real-time communications solutions and learn about the role communications service providers play in helping to solve these challenges.
The cloud is enabling real-time communications in new and innovative ways. Businesses that aren't embracing the ability to deliver calling and messaging capabilities into their customer experiences risk being left behind. In his new report, IDC's Mark Winther discusses the growing demand for real-time communications and what buyers should look for when selecting a provider of cloud communications services.
With a cloud system that provides the tools for contact center managers to easily create and change customer contact flows (without recourse to the IT department), the only barrier to improved customer experience is the imagination.
Enterprises have changed dramatically in the way they do business and the way they communicate. They strive to meet employee and customer needs in this BYOD world where technology advances quickly. Communication is vital, and must be managed and secured. With more than 50 billion minutes of SIP-based communications every month occurring over Sonus solutions, we have a deep understanding of how to manage and secure these communications.
In this independent performance assessment, Miercom reports on the Sonus SBC SWe -- a virtualized software version of the company's popular appliance-based session border controllers.
This latest free Dummies book from Sonus details potential cyberattacks and describes ways in which enterprises can secure their systems to protect against such attacks. This is a critical must-read guide for any enterprise engaged in real-time communications.
RingCentral was recognized by global research and analysis firm Frost & Sullivan as Company of the Year in Hosted IP Telephony and UCaaS, North America. In its report, Frost & Sullivan concluded that, "RingCentral stands out as a true visionary and trailblazer in the North American cloud communications services market."
In its second-annual Cloud Communications Survey, No Jitter Research found continued growth in the use of cloud-hosted services to meet communications needs. The 2016 results reveal that two-thirds of respondents already using cloud-hosted communications intend to bring on additional services within the next 12 months, with a particular focus in four functional areas. Learn more in this No Jitter Industry Insights report sponsored by RingCentral.
No matter what size your company is today or how fast you want to grow, the Genesys Customer Experience Platform can help your business deliver consistent, seamless and personalized customer experiences across all channels and interactions.
As contact center operators look for ways of increasing agility, and running more efficiently and cost effectively, they're increasingly finding value in migrating from outdated, inflexible, and complex on-premises contact center systems and tools to cloud-based contact center software. Read more in this No Jitter Industry Insights report sponsored by Serenova (formerly LiveOps Cloud).
Accurate forecasting and staffing provide a foundation for great customer service. Get the help you need in this new toolset from ICMI and Serenova (formerly LiveOps Cloud).
Nemertes Research recently completed research focusing on digital transformation and enabling technologies. In this whitepaper by Robin Gareiss, president of Nemertes, learn how IT leaders are leveraging these initiatives to get funding and support for telecom and network upgrades.
How salaries, satisfaction and opportunities stack up for communications professionals
In this Frost & Sullivan whitepaper, discover how deploying a full suite of management solutions can provide opportunities to deliver complete reports and real-time feedback.
Read this report and discover why Nectar has received the Frost & Sullivan 2015 Global Customer Value Leadership Award, a compelling third-party validation of its growth strategy and customer delight.
WebRTC For Dummies, Sonus Special Edition, helps you understand what WebRTC is all about, what it takes to deploy it, and the benefits you gain when you make the move to WebRTC. If you're ready to figure out how WebRTC can help your business, download this ebook today.
This Buyer's Guide is designed to help enterprises evaluate an SBC appropriate for their businesses and distinguish an average SBC from one that delivers superior performance and features. Download this Sonus guide and learn what you need to know for properly sourcing or purchasing an SBC.
Skype for Business for Dummies, formerly Lync Enterprise Voice for Dummies, shows how you can replace your current voice system with one that also enables video and collaboration. You can increase your productivity, while reducing costs.
With Session Border Controllers for Dummies you will learn how implementing SBCs will increase a network's security while allowing enterprises and service providers to save money without compromising features or functionality.
Now that you have decided to adopt Skype for Business in your Unified Communications (UC) environment, the next step is to determine which implementation option would make the most sense given the specific needs of your business. There are several different approaches you could consider including a self-managed on-premises deployment, a managed service of an on-premises deployment, a hosted deployment with a Communications Service Provider (CSP), or Microsoft's Office 365 Cloud PBX. This white paper will focus on the Microsoft Office 365 Cloud PBX deployment option.
As an enterprise or a service provider moving toward the future of Cloud networking you may have questions about Software-Defined Networking (SDN). Read this book to understand what SDN is, how it works, and how to choose the right Cloud networking solution.
In this case study from West Safety Services, learn how Boeing took proactive measures to protect its workforce from a dangerous threat and helped first responders assess and triage emergency situations using E9-1-1 situational awareness.
Customer experience is a key differentiator in today's ultra-competitive environment. In this whitepaper, get an overview of the digital expectations and habits of today's digital consumers, and discover practical next steps for transforming customer experience from dated to digital.
Microsoft's new Surface Hub is the ideal solution for organizations looking to better facilitate group collaboration among dispersed teams and increase business performance.
How does a major, international mobile software company simultaneously manage its global customer service calls and balance development resources? By using a visual, rapid application development platform that makes it easy for anyone to build, deploy, and manage self-service applications.
Read this data sheet and learn how the CoSo Cloud Pilot Service can help your organization discover the benefits it can realize with Skype for Business with Enterprise Voice.
In this whitepaper, explore cloud vs. on-premises communications use cases.
Open collaboration and huddle spaces are growing in popularity as organizations encourage more collaborative cultures. Download the tech paper, "Adapting a New Way to Work: How to Design Successful Open Collaboration Spaces," to learn the must-haves of a modern open collaboration space.
If your organization is or has plans to upgrade its communications infrastructure, especially to a cloud-based solution, this whitepaper/eBook by independent consultant David Stein, of Technology Consulting Group, will prove to be an insightful resource.
Download this September 2015 report to find out why RingCentral is recognized as a leader in UCaaS by Gartner Group as a result of their annual research into this key market sector.
Learn why Virgin Business Media recommends Jabra headsets as part of its unified communications solutions.
From tech skills to earning potential, this report explores the careers of enterprise communications professionals
Read this report, which surveyed over 2,449 workers aged 18-65 across the U.S., the U.K., France, Germany, Russia, Japan, China, Denmark, Sweden and Norway and outlines knowledge workers' collaboration and concentration challenges. For example, over one third of the workforce thinks meetings reduce productivity and almost half are interrupted by background noise.
Unified communications has made what was once impossible -- meaningful collaboration with people who aren't in the room -- not only possible but quite promising. But there's a downside to remote collaboration that no one likes to talk about.
Why do so many UC deployments fail? Recent data suggests that up to 80% of deployments fail to live up to expectations -- and in an age where the C-suite has identified technology as the prime mover of industry change and collaboration as a top priority, this is more than just an IT problem.
The secret of all great change initiatives is the one, small voluntary step. Getting people to move in your direction comes down to getting them to make a small move in your direction, even if the move itself is almost negligible.
Skype for Business is an increasingly popular UC solution. However, deploying Skype for Business doesn't automatically guarantee a quick return on investment. To improve your chances, take a look at these 5 tips.
It wasn't long ago that new employees would receive a desk phone and a voicemail password when they first started. Times sure have changed. Learn about the 3 types of new knowledge workers and what headsets they need to communicate and collaborate.
There's little doubt that headsets play a big role in making UC profitable. Multiple case studies have highlighted the importance of switching to headsets. Find out 5 ways high-quality headsets will improve your UC ROI.
With a rapidly growing install base of communication clients, the business headset market is reaching a tipping point. Couple that with substantial increases in productivity and headsets are going mainstream for knowledge workers.
Multiple research reports have examined the upside of the Unified Communications market recently. They vary on methodology and projections, but one thing is clear: The market is definitely growing, and fast!
The adoption of IP underlies the intersection of real time communications between mobile and fixed carriers and today's connected enterprise.
Learn how this global architecture firm increased employee productivity and satisfaction by moving to a softphone-based environment with headsets.
Learn how Cisco overcame the challenges of an open office floorplan in its California headquarters to improve internal serve levels through higher call quality and faster issue resolution.
What are the common barriers that disrupt the adoption of a Unified Communications platform? Understand the strategies you can use to overcome the barriers to end user adoption.
This new white paper from IHS Infonetics Research Director Diane Myers explores why the integration of business applications with voice communication has been building momentum over the past several years. Find out how customers of Salesforce.com, Office 365, Google for Work apps, and data storage or repositories such as Dropbox have increased communications touchpoints and gained greater workflow efficiencies by adding communications into their business apps.
Here's a stat from FEMA that may keep you from sleeping soundly tonight: Forty percent of businesses never reopen after a disaster. Read this white paper to learn how you can speed your recovery and ensure business continuity by using a cloud communications system. Explore how cloud communications increases your flexibility and resilience, reduce capital expenditures, and give you the ability to manage communications from any location.
Tuesday, September 15, 2015 - 11 a.m PT / 2 p.m ET
In this webinar you will learn why Skype for Business offers the best UC solution for your enterprise.
Learn about the current state of unified communications, its limitations, and how customer activation can deliver new value across the organization. Get practical guidance including 4 innovations that support customer-activated communications and collaboration, 5 ways that customer activation drives value, 4 stages of CCAC Investment and a 5-step transition blueprint.
Understand the benefits of Skype for Business
Read this Forrester Research study of four RingCentral customers, evaluating the financial investment and detailing three key areas where customers achieved a positive return on investment (ROI) by deploying the RingCentral cloud phone system.
Delivering Cost Effective Enterprise Communications Solutions via WebRTC