By conveying real-world stories of customer experience (CX) success, organizations hope to grow their customer base. But being successful at telling the CX success story requires more time and planning than most people realize. First, it’s important to develop a CX strategy that is positioned to...
Strategic partnership reflects the growing adoption of UCaaS and CCaaS, and is a positive move for both companies. The strategic partnership Avaya and RingCentral announced last week (see No Jitter coverage here and here) is remarkable in many ways, but perhaps most of all, reflects the...
As Digital Customer Experience (DCX) technologies continue to take center stage at many organizations, business leaders are faced with numerous questions about their contact-center platforms. This holds especially true for companies that are at or nearing end-of-life with their on-premises platforms. Many such companies have used...
You Are Already Multicloud; How's it Going? In point of fact, most organizations have been trivially multicloud for years. After all, about 97% have been using multiple SaaS providers for years. More recently, a majority - two-thirds, in Nemertes 2019-2020 Cloud and Cybersecurity Research Study -...
With a toll fraud prevention and mitigation strategy, enterprises can identify and mitigate potential toll threats – sometimes before they even happen. As No Jitter contributor Joyce Osenbaugh noted earlier this year, telecom fraud is on the rise. The Communications Fraud Control Association (CFCA)’s annual survey...
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...
