Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel. The technology enables contextual customer interaction information to pass between channels (agents or bots) in real-time, while also...
UCaaS has garnered a great deal of attention in the marketplace over the last few years thanks to its ability to offer low cost, flexible, calling and unified communications services. Moving to the cloud enables organizations to shift responsibility for provisioning, operations, and management to...
You’re moving to the cloud to hand off management, monitoring, and administration to a trusted third party. Out of sight, out of mind, right? Not so fast! Even in cloud environments, you likely will continue to manage provisioning and administration for employees, and potentially customers. At...
Few companies run a voice-only contact center anymore. On average, they use five types of interaction channels, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 companies. That’s great, but which channels are the best to use, particularly in the rapidly changing world of...
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 detect a potential attack, determine whether it is or isn't an attack, and contain the damage...
A new Nemertes survey shows enterprises need to adopt third-party risk management programs that jettison manual checklists in favor of automated tools, hands-on risk assessments and dedicated risk teams. It's hardly news that the enterprise technology paradigm has shifted from on premises to cloud plus mobile....
Recent stories should cause organizations to take another look at collaboration security. The focus of the collaboration industry over the last few weeks has been around security. The firestorm started when security researcher Jonathan Leitschuh published a detailed write-up covering vulnerabilities he had discovered in the...
More than a third of organizations in Nemertes Research's recent Cloud and Cybersecurity Research Study do not yet use public cloud infrastructure and platform services. Even enterprises that embrace the public cloud typically still conduct a significant portion of their IT workloads inside their data...
After many years of hype, the age of videoconferencing has finally arrived. According to Nemertes’ “Visual Communications and Collaboration: 2018-19 Research Study” of more than 500 end-user organizations in North America, Europe, and Asia, more than 75% of participants had deployed, or planned to...
Organizations need a strong cloud SLA to meet their UCaaS performance needs. These five best practices provide guidance on how to get the most out of a UCaaS provider's SLA. Service-level agreements are a critical part of a unified-communications-as-a-service contract. They should clearly state the conditions...
Johna Till Johnson, CEO and Founder of Nemertes Research, became the Content Committee Chair for the Wall Street Technology Association (WSTA®) in January of 2019. After almost two decades of working with the WSTA in various capacities – including during her previous role as Chief...
Nemertes’ recently released our latest Workplace Collaboration: 2019-20 Research Study, capturing deployment trends and success correlations for technologies including calling, meetings, and team collaboration. The study gathered data from collaboration leaders from 645 end-user organizations in North America, Europe, and the Asia-Pacific region. To determine what...
