Today, it’s not enough for contact centers to merely offer users a streamlined multi-channel experience. Giving customers access to voice, chat, email and self-service options is critical, but there is more to it than that. What makes a company’s customer contact center a real game-changer is the ability to deliver a synchronized omnichannel customer experience. An omnichannel contact center platform…
With the promise of delivering more network agility at a much lower cost than multiprotocol label switching (MPLS) bandwidth, it’s not surprising that the SD-WAN market is estimated to grow 33% (CAGR) over the next five years. In fact, the market is expected to reach $1.3 billion, according to analysts (Source: SDX Central). While SD-WAN has the momentum and potential…
By 2020, mobile devices will be so pervasive that the number of devices in the U.S. market will outnumber the population of the United States by 4 to 1. While that ratio seems to be almost real, the reality is that today most of the United States population uses at least one mobile device on a daily basis. Businesses have…
The demands placed on customer service teams and contact centers today are higher than ever before. Organizations want contact centers that can scale quickly to meet customer demand, and they want agents that deliver highly personalized customer support. Doing that means giving reps the ability to access multiple applications like customer service and CRM applications simultaneously. Customers also expect access…
The trend of working from home offices or remote locations has definitely been gaining speed over the past few decades. According to a recent Gallup poll, 37% of individuals work from a location outside of the corporate office at least once per week. This is a significant gain from the less than 10% two decades ago. If you consider the…
The benefits of SDN or Software Defined Networking have been touted by network professionals across the enterprise and data center for several years now. The new-ish model calls for centralized control across the network and separating the data and control planes for more agile and efficient networks. While early adopters and super-users have gravitated toward SDN, much of the industry…
In an era where security breaches are the norm, many enterprises are looking for ways to improve their cybersecurity capabilities. In fact, a recent IDG Research study of senior IT executives found that data breaches are a top concern− 38 percent of those respondents said they’re either not very or not at all confident that their present security solutions meet…
In today’s ultra-competitive business environment, there are multiple factors driving the growing appetite for Unified Communications (UC). Pressure to reduce IT spend, coupled with a distributed workforce and rising expectations for always-on connectivity by employees, customers and partners are just some of the contributors pushing organizations to rethink the way they manage communication processes. Companies that have adopted UC solutions…
Cloud Technology Provides Enhanced Functionality and Scalable Data Storage for Call Centers In some ways, cloud technology seems like it was made for a call center operation. The emergence of new cloud-based data storage and delivery models, and innovative cloud services, has been a game-changer for businesses maintaining and growing call center operations. What’s the advantage of cloud technology for…
The past few years has left IT managers and security-conscious decision makers in a state of hesitation when it comes to fully migrating all of their business data and applications to the cloud. As a result, a new model of cloud deployment, known as the hybrid cloud, offers businesses the opportunity to take a stair-step approach to the cloud while…
