Cloud Tag

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

Even before the Covid-19 pandemic went global in the first quarter of 2020, organizations were already rapidly moving their unified communications applications, including calling, messaging, and meetings, to the cloud. Nemertes Research’s 2020 Cost Benefit Analysis: Workplace Collaboration and Contact Center global study of approximately...

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

Organizations are starting to show cost savings when they shift to shared cloud services for Unified Communications and Collaboration (UCC) and contact center. In years past, though IT leaders anticipated cost savings when they moved to the cloud, they did not actually realize that savings right...

The destruction of hard perimeters, the rise of remote work and mobility, and increasingly hybridized infrastructures push identity to the center of enterprise security. Join us as we discuss identity-centric security in a multicloud environment, and concrete steps you can take towards that goal....

What are the hot collaboration trends heading into 2020 and beyond, and more importantly, what should IT leaders do to ensure success? Join Nemertes Service Director Irwin Lazar to learn the critical developments that will shape workplace transformation in the next year....

Technology becomes more advanced every day, and just about any organization can find some benefit in cloud-enabled customer experience apps, platforms, AI, APIs or customer-facing initiatives. Organizations still running contact center or customer experience apps on premises may want to consider moving to the cloud. Here's...

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...