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The Most Important Contact Center Trends You Need to Know in 2020

Serenova | 02/26/2020

To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at …

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Setting Hourly Rates for Field Service Technicians

Field Nation | 01/24/2020

Many MSPs don't know how much hourly field service rates vary by metro area or work type. The result? Inaccurate wage rates that can impact budget, work quality, and/or company reputation.

In the guide, Setting Hourly Rates for Field Service Technicians, you'll learn how you can pri…

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Trisys Delivers on Call Recording

Trisys | 09/10/2019

Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and …

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Autonomous Response: Threat Report 2019

Darktrace | 07/31/2019

This report details seven case studies of attacks that were intercepted and neutralized by cyber defense AI, including insider threat, ransomware, and IoT attacks.

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Cloud Threat Report 2019

Darktrace | 07/31/2019

This report summarizes 11 case studies of cloud-based attacks identified by cyber AI, including spear phishing, insider threat, and zero-day malware. The case studies demonstrate how weak indicators of malicious activity were only detectable using Darktrace AI, a cloud-native solution that detects a…

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The Three Phases of a Successful Cloud Migrating

Hitachi Vantara | 06/19/2019

Read this white paper to consider three phases of successful cloud migration, what IT teams need to consider at each step, the business aspect of design decisions, best practices and how Hitachi Vantara Cloud Migration Services from can help.

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Demystify Your Cloud Journey

Hitachi Vantara | 06/19/2019

The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making th…

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Employee Experience and Customer Experience: Two Halves of the Whole Equation

RingCentral | 06/19/2019

This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.

Executives should read this report to und…

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HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders

RingCentral | 06/19/2019

Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on thei…

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What Small Businesses Really Want from their Unified Communications System

Digium | 05/06/2019

Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.

Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller busi…

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AWS Cloud Adoption, Visibility & Management

Kentik | 02/04/2019

Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.

Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common…

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451 Research: 2019 Trends in Cloud Transformation

Kentik | 01/18/2019

In a new report, 451 Research analysts dig into seven trends happening amidst the move to the cloud, as well as the recommendations and clear winners and losers for each of the trends. Sponsored by Kentik, this is a must read for cloud users and service providers.

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Five Cloud Deployment Mistakes that Will Cost You

Kentik | 01/18/2019

We hear about the many benefits of cloud-deployed applications including “faster,” “lower cost,” “improved ROI” and more. But when it comes to networking, it’s not that simple. Without visibility into how cloud resources are utilized, it’s easy to make costly mistakes.

Download Kentik&#39…

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A Fortune 100 Cable TV and Telecom Provider Enhances Customer Experience with a Customer 360 View, Using StreamAnalytix

StreamAnalytix | 12/18/2018

This US-based cable TV service provider was facing customer retention and customer acquisition challenges and was looking to develop enhanced capabilities to offer personalized customer service and offers on-the-go.

StreamAnalytix platform provided a real-time customer 360 view, enabling micr…

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The Internet of Things Opens Utilities to New Business Models

Sierra Wireless | 12/13/2018

Today, utility companies are faced with challenges on every front; consumers, regulatory agencies, competition, profit erosion and aging infrastructures. To maintain greater speed and agility in market, utility companies must adapt faster to change, get closer to customers, increase focus on value-a…

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SCADA Systems and LTE: Top 10 Considerations for Connectivity

Sierra Wireless | 12/13/2018

SCADA applications require equipment that can operate in remote and dispersed locations, where limited power supply and environmental conditions can impact connectivity.

The equipment solutions used in harsh conditions need to withstand extreme temperatures and operate without interruption fo…

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The Bottom Line of Better Call Experiences

Neustar | 12/12/2018

In our increasingly digital world, phone calls provide rare moments of human connection with customers. But the scourge of robocalls and call fraud has compromised this key communication channel. Neustar's Branded Contact Management solutions help improve outbound call engagement and bottom …

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Customer Engagement and the Call Experience

Neustar | 12/12/2018

The rise in robocalling and call fraud has impacted consumers, businesses and customer engagement. Forrester’s Kate Leggett was a recent guest speaker in our webinar and we sat down with her to answer questions on the importance of delivering great experiences to your customers over the voice channe…

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Gartner Report: How to Select Live Chat Applications for Customer Engagement

Nuance | 10/02/2018

Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales.

The truth is, with the right app, there’s so much more you could be getting from your live chat …

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The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat

Nuance | 10/02/2018

Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.

On their own, they deliver fast, contextual assistance while cutting the cost-…

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