Author: Derek Roush

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...

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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...

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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...

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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...

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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...

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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...

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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....

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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...

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Cloud computing has been making headlines for years. Companies have been experiencing the benefits of third-party provider arrangements for some time, allowing them to access additional resources at a significantly lower cost than if they purchased them internally. Edge computing is a newer kid on the block, touted as a breakthrough that can outpace traditional cloud approaches.   However, there is a substantial amount of confusion when...

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When most people imagine the motives behind a cyber attack, they picture an organization that is specifically targeted by the attackers. However, the vast majority of such hacks are actually attacks of opportunity, with the cyber criminals selecting companies because they spot a vulnerability, not because of who they are or the kind of business they do.   In this way, attackers are incredibly predatory and...

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