Should you outsource your SOC? As in so many things, the answer depends. In our most recent Cloud and Cybersecurity research study, we looked at which factors correlated to a cybersecurity organization's success, as measured by Mean Total Time to Contain (MTTC) security incidents. We divided...
De-emphasizing the Data Center 2019 is the watershed year. For the first time, Nemertes' Cloud and Cybersecurity Research Study shows that the majority of enterprise production workloads live in external clouds now: 56% in IaaS, PaaS, and SaaS. (Gratifyingly, this result is in close accord with...
For years, high agent turnover rates have been one of the biggest problems facing contact center leaders. Low pay, lack of promotions, or dealing with cranky customers day after day convinced all-too-many agents they needed to look for a different career. In the past three years, though,...
Cisco and Microsoft have long been competitors in the enterprise collaboration space -- first in instant messaging, later in telephony and meeting platforms. Now, the competition is in team collaboration apps. Both offer similarly named and functioning applications: Cisco Webex Teams and Microsoft Teams, respectively. When...
We spend a lot of time at Nemertes nailing down the metrics that define "success" for a particular initiative. To be useful, a success metric must be: Quantitative. If you can't measure it in numbers, it doesn't serve to measure progress. And if it's not something...
The SIP trunking market continues to thrive, even as organizations move to the cloud. A funny thing happened on the way to cloud communications and contact centers – SIP trunking adoption grew. Nemertes’ recently published “Workplace Collaboration: 2019-20 Research Study” shows that more than 18% of...
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....
