Research Blogs

Enhancements to Microsoft Teams’ native capabilities as well as available SIP services will enable compliance with new regulations. Two new federal regulations, Kari’s Law and Section 506 of RAY BAUM’s Act, are set to take effect early next year. Each requires enterprise IT leaders to take...

Knowledge is power: The more intelligence a business has about its customers, the better it can customize and personalize engagements with them, resulting in higher CX ratings. The competitive edge that businesses glean from earning top customer ratings is driving many to design 360-degree customer views...

If your organization is moving to cloud, you're not alone. In our most recent Cloud and Cybersecurity research study, we note that 2019 is "the year of cloud". Specifically, 56% of workloads are now in cloud, versus 44% on prem, either within data centers, or...

At its third-annual customer event, Zoom showcased continued growth and a rapid evolution of meeting room videoconferencing options. Zoom Video Communications recently wrapped up its third-annual Zoomtopia conference, capping off an eventful year during which it continued its rapid growth trajectory, launched a phone offering, and...

In the wake of out most recent round of cloud and cybersecurity research, I've been thinking about the slow evolution of application security and the evocative, if misleading, concept of "zero trust." Trust and Application Security, v. 1.0 I am (to my occasional astonishment) old enough 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,...