Author: Robin Gareiss

Avaya’s new CEO Jim Chirico delivered an inspiring post-bankruptcy keynote at Avaya Engage today, with a focus on the company's changing culture. In addition to some news (Avaya plans to acquire Spoken Communications; will invest more in R&D, developed a new organizational structure, etc.), Chirico discussed...

This webinar reveals the results of Nemertes Research's latest comprehensive study on everything Unified Communications and Collaboration. We provide insights into the characteristics of a successful UCC strategy and also cover: • Optimal organizational and management strategies • Platform trends and use of the cloud • Cost comparisons...

Whether huddle spaces or lecture halls, meeting rooms are badly in need of transformation. Who hasn't walked into a meeting room, only to be frustrated by dysfunctional technology, shortage of power outlets, uncomfortable seating, and poor sound quality? Improving the enterprise meeting room experience, with so-called "Meeting...

Digital workplace initiatives broadly expand applications and customization available to employees. During this webinar, we cover: What is a digital workplace initiative, and the phases of deployment? What technologies and capabilities are included? Which vendors are the most critical? How soon will digital workplace initiatives...

Most BroadSoft employees started their Monday excited about sharing product strategy and innovations at the company’s long-planned annual Connections conference in Phoenix, Ariz. Then they read the news: Cisco announced plans to buy the company for $1.9 billion. The timing could have been better. As the day...

Nearly 70% of organizations cite improving customer experience as their key business goal in their digital transformation projects. But with any business goal, metrics are key to documenting success. Nemertes Digital Transformation Framework provides guidance. (See Figure below) Four high-level steps help set the stage for a...

For the second straight year, improving customer experience is a top driver for digital transformation initiatives in our research. Though there are many ways to address and improve customers’ experience, the contact center is crucial to success. Voice remains the top channel in the contact center,...

Every time I head to Disney World, I quickly find new technology developments — true digital transformation — aimed at improving the customer experience, helping Disney take in more of my hard-earned dollars, or reduce their costs. The Most Magical Place on Earth was among the...