Nemertes Blog

IT service management platforms are an essential component of a safe return-to-the-office strategy. Organizations wishing to bring workers back to the office in some fashion must account for a number of requirements to ensure health and safety. These include: Conducting a daily worker health check before...

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

Returning to the office, optimizing virtual work, and building community are some key focus areas for IT leaders in 2021. Each year Nemertes conducts a study of enterprise collaboration, gathering data from over 500 end-user organizations on what apps they are using now, what they are...

Nearly 75% of companies are transforming their communications and collaboration strategy. The massive shift to Work From Home (WFH) has exacerbated the need to reshape how they deliver applications to their employees. These transformation initiatives involve everything from making more apps available remotely, to moving to...

Most CIOs have at least heard the term technical debt. And if you're from a programming background, you might know all too well what technical debt is. But technical debt extends far beyond programming.  Technical debt is often a major source of strain in your...

Unified communications management encompasses the policies, procedures, and tools for both administration and operations management of calling, messaging, and meeting applications. A successful UC management strategy must accomplish the following goals: - Provide IT operations staff with insight into real-time performance of voice and video, and...

We’ve been discussing the rise of IoT for more than a decade. And in certain industries (such as manufacturing, transportation, and logistics) IoT has been deployed in some form for more than 30 years. But it’s legitimate to say that in a meaningful sense, 2020...

By empowering agents—and by extension, other employees that help them with customer interactions—organizations can drastically improve customer experience. In order to empower agents, it’s vital to enable them with a technology toolkit that increases the value of every interaction, measured by revenue, cost, and/or customer...

Direct Routing for Microsoft Teams Phone System enables organizations to use their own session border controller (SBC) and SIP trunks to connect Teams to the PSTN. This approach has several advantages including: Cost savings compared to Microsoft’s Calling Plan Flexibility to support call routing to...

IT leaders must take a constructive approach to equip end-users with the training they need to adapt and benefit from new collaboration features. The last several months have seen a massive acceleration in the delivery of new, AI-powered, unified communications and collaboration features. In a market...

It's not nuclear weaponry, but for an enterprise developing a critical application that will handle sensitive data, application developed in-house can create existential-level institutional peril. No One Plans To Leave Gaping Security Holes ...

COVID-19 has run roughshod on UC and IT budgets. Nemertes' recent global study of more than 525 end-user organizations found that more than 91% now support work from home, up from 63% prior to the pandemic. On average, 72% of workers are now remote, more...