Author: Derek Roush

Keeping track of tech terminology is challenging. Many terms connect with one another and have a similar look or sound. User experience (UX) and customer experience (CX) fall in that category. And, while UX and CX are related, they represent incredibly different things.   What is UX?   UX typically refers to the mechanisms through which a user interacts with a digital product. This can include the visual design...

Read More

The customer experience (CX) is increasingly being viewed as a potential differentiator, a way to separate your company from the competition, drive customer engagement, and mold your brand’s reputation. While some businesses enlist the help of CX experts to ensure their strategy will yield positive results, many others decide to handle it in house. The leadership team assumes they know how to enhance the customer...

Read More

Today, companies need to have robust solutions in place that are highly scalable. Often, many in-house contact center systems are innately limited, hindered by an organization’s existing infrastructure and hardware capabilities. By transitioning to a Contact Center as a Service (CCaaS) solution, companies get a highly capable and scalable system delivered via the cloud.   With a CCaaS solution, businesses get the same functionality they would find...

Read More

The customer experience (CX) is becoming increasingly important to companies. Since businesses offering stellar CX differentiate themselves from the pack, embracing cutting-edge CX solutions needs to be part of your strategy. Today, real-time CX technology is making waves in nearly every industry, allowing organizations to adapt and respond with greater ease and faster than those without it.   If you are wondering what real-time CX technology is...

Read More

Today’s buyers put an increasing amount of importance on the customer experience (CX). Common product or service differentiators - like features and pricing - aren’t always enough to stand out from the competition, particularly if several companies have somewhat similar offerings. However, CX can differ greatly, and that creates an opening for businesses that want an avenue for attracting more customers.   Customer perception is impacted by...

Read More

Today, customers aren’t just looking for a great product or service. Instead, they want an authentic experience; one that is unique to the company and goes beyond what they may receive from an otherwise faceless, bland chain or monolith in an industry.   This kind of authenticity means injecting what you have to offer with a local flavor or vibe. You need to create a sense of...

Read More

A service-level agreement (SLA) is a critical part of any service-related business contract. They define crucial aspects of the arrangement. In the case of unified communications-as-a-service (UCaaS), an SLA could outline a variety of service conditions, including uptime minimums, time-to-repair standards, and other performance-related guarantees.   Creating a strong UCaaS SLA can be a challenging and daunting task. Many providers offer basic service agreements, covering topics like...

Read More

Implementing cloud solutions isn't a simple undertaking. Without a solid cloud computing strategy, you may not achieve the results you were hoping for or may later discover that your approach wasn’t overly effective.   Gauging the success of your cloud computing strategy both during the implementation phases and as you integrate the systems into your normal operations is a must. It allows you to confirm whether your...

Read More

When companies need more effective communication and collaboration mechanisms, it’s hard to beat unified communications (UC) solutions. UC brings together multiple modalities, centralizing discussions, file sharing, and more under a single umbrella. However, even as more organizations embrace mobility, mobile UC is not a universal priority.   Why Mobile UC Needs to Be a Priority   Mobile devices – including smartphones and tablets – are staples in many businesses....

Read More

Unified communications as a Service (UCaaS) provides companies with a broad selection of benefits. Along with being a cost-effective way to implement and maintain critical communications, UCaaS solutions support mobility and combine a set of features in a single platform, increasing usability. When you opt for private cloud UCaaS, you experience additional benefits beyond what public cloud implementations offer.   Here is a look at the benefits...

Read More