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...
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...
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,...
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...
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...
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...
Companies invest heavily in sales and marketing to grow their customer bases. What they do next to nurture those relationships—especially digital-only customers—leaves much to be desired. The good news is that’s changing as companies hire Chief Customer Officers who are increasing focus on Customer Engagement Management...
The advancement of Next-Generation 911 requires IT leaders to revisit their E-911 plans. Last week, Avaya held Engage, its annual customer, partner, analyst, and consultant event. As my fellow No Jitter writer Zeus Kerravala noted, the event largely centered on Avaya’s advancements around its cloud strategy....
Unified Communications-as-a-Service (UCaaS) offers small businesses the opportunity to purchase an integrated set of communications and collaboration functions, all from a single provider, on a per-user subscription basis. Via the cloud delivery model, UCaaS eliminates capital costs associated with equipment purchase, as well as PSTN...
While small businesses have unique business needs, when it comes to collaboration tools, they share a great deal in common with larger enterprises, including: Support for Digital Transformation: Small businesses often operate in dynamic, highly competitive markets, meaning that they must quickly embrace emerging technologies to...
The time has come for IT to once again dive into the world of homegrown automation for running their networks. Network teams have a love/hate relationship with automation, and have had for decades. Time after time, they have tentatively extended the reach of automation, working with...
In my previous blog I discussed the five components of a successful video governance strategy: Assessment, Access, Encryption, Approval, and Retention. I discussed best practices for addressing each of these areas, but didn’t address the “how.” How you enforce security, governance, and retention policies requires a critical...
