Blog

While popular among consumers, virtual assistant tools are not exactly deployed in enterprises. But IT leaders are showing interest in this emerging business technology. Read more at searchunifiedcommunications.techtarget.com...

Most BroadSoft employees started their Monday excited about sharing product strategy and innovations at the company’s long-planned annual Connections conference in Phoenix, Ariz. Then they read the news: Cisco announced plans to buy the company for $1.9 billion. The timing could have been better. As the day...

Cisco announced plans to acquire Broadsoft for approximately $1.9 billion. Nemertes President Robin Gareiss looks at the timing of the announcement: http://www.nojitter.com/post/240173029/ciscobroadsoft-deal-big-news-poor-timing VP and Service Director Irwin Lazar discusses the questions that this acquisition creates: http://www.nojitter.com/post/240173028/cisco-buys-broadsoft-now-what ...

Nearly 70% of organizations cite improving customer experience as their key business goal in their digital transformation projects. But with any business goal, metrics are key to documenting success. Nemertes Digital Transformation Framework provides guidance. (See Figure below) Four high-level steps help set the stage for a...

For the second straight year, improving customer experience is a top driver for digital transformation initiatives in our research. Though there are many ways to address and improve customers’ experience, the contact center is crucial to success. Voice remains the top channel in the contact center,...

Every time I head to Disney World, I quickly find new technology developments — true digital transformation — aimed at improving the customer experience, helping Disney take in more of my hard-earned dollars, or reduce their costs. The Most Magical Place on Earth was among the...

One of the most promising announcements coming out of Oracle OpenWorld this week was Live Experience Cloud, which aims to transform the customer experience journey from one that is disjointed and time-consuming to one that is seamless and quick. Live Experience is a cloud-based service that...

Just because a company has a digital transformation strategy doesn’t mean the company will, in fact, transform. In Nemertes’ latest research project on digital transformation, we interviewed or surveyed business and IT leaders from nearly 800 global organizations. What we learned about why they fail may...

Building a digital workplace starts by integrating apps and customizing information, so workers can be more productive and efficient across locations and devices. Read the rest of this post at searchunifiedcommunications.techtarget.com...

No longer just about messaging, team chat is now the basis for most collaboration vendors' collaboration and digital workplace offerings. Read the rest of this post at NoJitter.com  ...

Those responsible for managing enterprise phone systems face myriad operational challenges. Arguably, none is as important as ensuring that a 911 call is routed to the proper public safety answering point (PSAP), and that the phone system transmits the correct location of the caller. Failure...

IT roles are shifting, as more companies adopt cloud services. IT staffs must now ensure they are leading the adoption of new capabilities that deliver business value. Read more at searchunifiedcommunications.techtarget.com...