Today's emerging "Artificial Intelligence" (AI) technology promises to enhance productivity while cutting the costs of virtually every business process, including communications. "AI" refers to the programming of computers to perform "thinking" functions like reasoning, perception, and learning. "Machine learning" (ML), a type of AI, refers to a computer's capacity to continuously build algorithms that use statistical analysis to predict ever-more-refined outcomes. Applying AI and ML to the communications sector is already generating never-before-imagined opportunities for collaboration as machines and humans engage almost like peers. Rapid Adoption Demonstrates High Value Many [...]
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In the ever-growing contact center and customer service industry, it's important to take into consideration the past developments and ponder the direction the industry is heading to in the future. Your firm needs to be ready to integrate cloud technology into your contact center processes. In previous years, consumers viewed call centers as the primary means of handling immediate problems, and this has led to the development of short-term strategies for dealing with customer emergencies as they come up. The strategies were more reactionary than adaptive meaning that they picked up [...]
One of the most effective tools companies can use to transform their business is Unified-Communications-as-a-Service (UCaaS). UCaaS refers to the delivery model through which a variety of collaboration and communication services are outsourced to a third-party provider and accessed using an IP network. UCaaS technologies commonly consist of telephony, online meeting, and video conferencing as well as presence and messaging technology. "Digital Transformation" In a recent article, Forbes outlined the top ten trends for digital transformation going into 2018. Once a previously overlooked buzzword, Forbes states that digital transformation will become [...]
We all hold meetings on a daily basis. Most of which is through conventional means like audio bridge calls. Though voice calls are still the most utilized communication mechanism, the industry is trending rapidly towards video. Remember when two people start talking at the same time on an audio call? Or there is an abrupt silence or a situation where you are trying hard to speak but can't because someone else is talking continuously? This confusion happens because we lose the visual cues that help drive a conversation. To make [...]
The concept of the team collaboration app is simple - a hub through which you can communicate, share documents, and collaborate on different projects. There are many team collaboration apps around, including Asana, Podio, Sack, Igloo, Google's GSuite, and Microsoft 365 just to name a few. You will probably look at features such as ease of use, whether or not an app fits your workflow, and assess how much time your team will save when selecting a collaboration app. However, there are other features you also should take into consideration. Security Collaboration [...]
“If you build it, they will come.” This worked out great in the movie, however not so well in day to day IT. If implementing collaboration solutions were anything like Field of Dreams, end-users would just flock to our solutions immediately, no questions asked. But since this isn’t a cornfield in Iowa, today’s Telecommunications Managers have a much harder job in front of them. Evaluating your end-users and creating user personas is a pivotal part of implementing a successful Unified Communication (UC) solution. Without this, IT departments can find themselves [...]
The Internet of Things, or IoT, is a continuously growing environment made up of connected devices, sensors, and other endpoints. Each device is network enabled and can transmit information to other machines or people which unearths the question, how will IoT impact Unified Communications? Unified Communications has historically provided real-time communications between people allowing them to collaborate efficiently. With the emergence of IoT, we are starting to see the communication streams expand from not just people to people, but into communication between people and machines. Businesses are looking to leverage [...]
Achieving unified communication is an important part of any business. Whether you have a dozen employees or a thousand, you need infrastructure in place that allows the users and teams within your organization to communicate effectively and efficiently with each other. You may already have an on-site infrastructure in place, but it may be difficult to maintain as your needs change, new people are added, and software releases new updates. At first, moving your unified communication structure to a cloud-based service might seem like a double-edged sword. On the one [...]
Considering how dramatically cell phones have transformed communication, it is surprising that corresponding corporate telephony systems have yet to achieve the same global saturation. However, the burgeoning Unified Communications as a Service (UCaaS) industry is reducing costs, improving security and offering businesses the reliable, scalable communication and collaboration tools, like Cisco Spark, they need to remain competitive in a global marketplace. What is UCaaS? The UCaaS system manages all of your corporate communications - including voice, video, audio, and any combination thereof - over the Internet, providing a significant improvement [...]
Enterprise communications can be summed up in two words: complex and expensive. To support collaboration at the enterprise level, it’s crucial to have the right solution. However, often the right answer is a combination of solutions. There are so many choices when it comes to unified communications (UC). UC encompass all forms of communication, including phone, email, video conference, Web chat, texting, and more. And because communication and collaboration are critical parts to your overall business efficiency, you’ll need a solution that is reliable, easy to manage, and flexible enough [...]