Blog archives

How Bellwether Cybersecurity Technologies Predict Success

By | April 16th, 2019|Blog, Security and Risk Management|

Bellwether cybersecurity technologies -- advanced endpoint security, behavioral threat analytics and a trio of cloud-based apps -- are used by successful cybersecurity teams. Find out why. When it comes to cybersecurity, what differentiates highly successful enterprise technology organizations from their less successful counterparts can often be found in the metrics. Extremely effective cybersecurity organizations can [...]

Webex Teams vs. Microsoft Teams: Comparing telephony options

By | April 4th, 2019|Blog, Unified Communications and Collaboration|

Are you evaluating Webex Teams and Microsoft Teams telephony options? Learn how to decide which calling capabilities meet your organization's needs in the Webex Teams vs. Microsoft Teams debate. Microsoft and Cisco have pushed their respective Teams applications as a new model for employee engagement. Both are cloud-based and offer the ability for workgroups to [...]

Revisiting Team Messaging Security

By | March 26th, 2019|Blog, Unified Communications and Collaboration|

Fresh from Slack’s EKM announcement, key management was a big topic in my “Securing Your Team Messaging Data” session at Enterprise Connect. In my last No Jitter post, I discussed some of the challenges related to team messaging security, setting the stage for my session discussion last week at Enterprise Connect 2019 and foreshadowing Slack’s [...]

A Video Streaming Solution Is Only As Good As the Sum of Its Parts

By | March 19th, 2019|Blog, Unified Communications and Collaboration|

Picking the right video streaming solution for your organization requires careful consideration of myriad questions: How do I capture video? How do I manage video assets? How do I ensure high quality distribution across my network? In today’s market, individual solutions exist for all of these needs. A buyer can by a video capture or [...]

Are Your Team Messages Secure?

By | March 19th, 2019|Blog, Unified Communications and Collaboration|

The challenges related to enterprise team messaging security can be a big barrier to entry. The team messaging market continues to grow, with nearly 60% of the approximately 600 companies participating in Nemertes Research’s annual unified communications and collaboration study either already using or planning to deploy such apps by the end of 2019. As [...]

How to Design Interactions that Produce Elated Customers

By | March 5th, 2019|Blog, Contact Center and Customer Engagement|

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. A satisfied customer might say: “OK, that went well. I got what I needed.” An elated customer will say: “That [...]

Business desk phones see changing role in the enterprise

By | February 20th, 2019|Blog, Unified Communications and Collaboration|

Desk phones seem to be going the way of the Dodo in favor of softphones and mobile clients. But research suggests organizations are finding new ways to use desk phones for business. The desk phone has gone through many changes over the years, evolving from rotary dials to push buttons to touchscreens. But are business [...]

Top ways unified communications in the cloud affects you

By | February 13th, 2019|Blog, Unified Communications and Collaboration|

Rapid developments in cloud-based unified communications means there is no time to lose when it comes to planning the strategic and tactical reorganization of your IT team. IT organizations are rapidly evolving as they move from supporting on-premises applications hosted in corporate data centers, to unified communications in the cloud. Nemertes Research Group Inc.'s "Unified [...]

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

The focus on customers is more intense than ever—and for good reason. External customers (consumers of products, patients, students, investors, etc.) can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. Happy customers can make a company as much as disgruntled ones can break it. [...]

When Humans Fail, AI Can Rescue Customer Experience

By | February 12th, 2019|Blog, Contact Center and Customer Engagement|

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check on that, and I’ll (call/text/email) you back (in 10 [...]