I attended the Mitel Next conference in Phoenix last week. Though no big announcements came out of the conference, there were some key takeways. Mitel executives conveyed the message to customers and partners that they’re not abandoning on-premises Unified Communications (UC) or contact center customers. Unlike...
Last week my colleague Irwin Lazar and I attended the Slack Frontiers conference in NYC. We both walked away impressed. Sure, we've been Slack fans since Nemertes moved on to the platform in 2016. And Irwin consistently hears good things about the platform in his research...
Whereas 2017's Microsoft Ignite conference was disruptive, this year's event focused on execution. Another Microsoft Ignite conference is in the books, held late last month. This year's communications and collaboration announcements were much more evolutional than in 2017, when the company announced that it was making...
Customer ratings are the top metric companies use to track for success or failure in their efforts to improve customer experience, according to Nemertes' 2018-2019 Digital Customer Experience (DCX) research study of nearly 700 global companies. There is no shortage in the types of customer success...
Should you be worried about the Chinese Supermicro spy chip revelations? In a nutshell, yes. If you're among the organizations using Supermicro server boards: Run, do not walk, to your server rooms and examine the boards in minute detail. And regardless of what server hardware you use,...
[caption id="attachment_4456" align="aligncenter" width="300"] DevOps is Coming! In character as Paul Revere. Photo by WSTA[/caption] Last month I presented the keynote at an afternoon seminar on Enterprise Architecture held by the Wall St. Technology Association (WSTA). I also moderated a panel session on the topic. Other presenters and...
[caption id="attachment_4442" align="alignleft" width="300"] Not just a box: Firewall, router, SD-WAN, and WAN optimizer![/caption] AT&T's Universal CPE It’s always fun seeing something you’ve helped with reach fruition. So I was thrilled yesterday at the AT&T Summit to finally see the universal CPE (uCPE) device. AT&T has made...
I've been mulling over things I learned at the recent CenturyLink analyst day. I keep coming back to their pledge to not lose focus on the fact that they own a transport network, and to make sure that fact can provide differentiation when considering new...
An age-old problem in contact centers is high turnover rates among agents. But contact-center leaders are starting to see improvements through various digital customer experience initiatives. Overall, organizations reduced their annual turnover rate from 24.2% to 16.8%, following their digital transformation initiative. The success was even...
The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result,...
Developing a solid Digital Customer Experience (DCX) strategy is a large, complex task—not only because of the number of technologies involved, but because of the even larger number of providers. In our 2018-19 Digital Customer Experience research study, we asked 697 global IT and business leaders...
As Google strengthens its collaboration portfolio, it deserves another look. Going into Google Cloud Next, held late last month, I was especially interested in hearing what Google had to say around G Suite, as Google continues to add functionality and position it as a true alternative to...
