In 2012, it would be shocking indeed to see a communications plan that doesn't feature social media. In the contact centre environment, most brands are rushing to expand their contact channel mix to include social media, such is the pace of adoption ...
Hybrid cloud/on-site PBX deployments best current assurance of quality, reliability
On the rise
Hosted or cloud-based telephony is undoubtedly on the rise. The rise is not yet stratospheric, but the fundamentals are sound.
Adoption is top-down: A...
By its very composite nature, unified communications (UC) application platforms can be modular and exhibit evolutionary growth. Perhaps you're already using a form of it, rudimentary or at least potentially quite advanced. Or maybe you’re not sure...
Views: 243 | 2 Comments » | posted on Monday, February 27th, 2012 | Tags: none
While the Internet Protocol (IP) has enabled multiple new service provider models (such as the bundling of IT services with telephony), less airtime has been given to its enablement of innovation in enterprise business models.
Don't pay for calls
T...
Full closed loop BI functionality across mobile and social networks has now become feasible, allowing enterprise BI to deliver even greater business value.
MicroStrategy now makes full use of interactive closed loop capabilities to deliver even grea...
Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element, but despite the focus it receives, exceptional service remains elusive at best, and often highly problematic for...
Many companies and individuals already use a form of unified communications, whether rudimentary or quite advanced.
Basic dabblers
On the 'basic' end of the scale, solutions take a wide array of forms, often entailing point products. Most smal...
Views: 175 | No Comments » | posted on Tuesday, February 14th, 2012 | Tags: none
By Wicked Mike
Let's face it: Facebook withholds information so that fact and hype are difficult to differentiate.
With Facebook aiming for a $10-billion initial public offering (IPO) in 2012 that would value the company at $100-billion, and i...
The quality of the consumer's contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands, the defining contact centre challenge is to move away from a paradigm...
In this information age, the businesses that have the best relationship with their data are the businesses most likely to succeed. And over a very short space of time, as the amount of data has grown exponentially and the ability to access informatio...
