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Today, software applications have become the functional core supporting digital transformation in every area of the business. Modern software development, deployment, and delivery techniques are enabling new models for revenue generation, new roads to mutually beneficial partnerships, and improvements in personalized customer interaction. This research report discusses the top challenges encountered by IT organizations as they adapt to the collective ...

In a 2015 Forrester customer service survey to more than 7,000 adults in the United States, 77% stated their top priority is to have companies value their time. Optimizing your contact center to support customer expectations has an invaluable impact on satisfaction and loyalty. The white paper “Contact Centers Must Go Digital or Die” illustrates: • How to deploy digital channels to match your customers’ communications pr...

Healthcare organizations are under intense pressure to deliver the highest- quality patient care while complying with state and federal regulations and reducing clinical operation costs. As a result, they require a communications solution that enables better staff collaboration and response times—all while offering security and cost efficiency. This also means delivering communications across the channels that patients and providers use todayâ...

In this white paper, IHS Infonetics Research discusses how businesses are steadily migrating voice and Unified Communications (UC) to a hosted cloud model. This trend enables seamless use of emails, text messages, instant messages, voice and video—from anywhere. However, key business applications largely remain in their own silos. The paper describes the next wave of unification, which involves integrating applications—from Salesforce to...

Along with the cost and difficulties of maintenance, an aging PBX may lack the flexibility to handle growth or support a mobile workforce. Many businesses already rely on SaaS products in the cloud for critical business applications like CRM and ERP. Similarly, a cloud phone system provides enterprise-class business communication services without the management and overhead that is required to support on-premise PBX hardware. This Network Guide exp...

The biggest problems with on-premise PBX systems revolve around manageability, flexibility, and cost. When replacing a legacy system, the basic cost of getting a new system up and running may be the most conspicuous concern. But it pays to look beyond the obvious hard costs of a new PBX / IP PBX and phones. This analysis reveals the many hidden costs of an on-premise phone system, which can total more than the large initial capital expense of the b...

Disaster recovery and business continuity plans to prepare for catastrophic events have become must-haves for most companies, and are even mandated in certain industries. However, if you operate a contact center, it doesn’t take a hurricane or earthquake to have a disastrous impact on your business. It could be as simple as someone unplugging a communications server, or an unsuspecting employee clicking on a phishing email with a virus that tak...

Whether you have a second location across town or 100 sites spread across the country, seamless connectivity across all your locations delivers a number of benefits. Unfortunately, conventional, onsite PBX systems are not well-suited to businesses with multiple locations. They not only lack key features such as direct extension-dialing and online meetings but also require complex and costly telco connectivity between sites. This white paper explain...

The cornerstone of infrastructure as a service (IaaS) is the virtual machines that customers can use to virtualize servers. How do you choose between two experienced giants - Google and Amazon - when the time comes for your organization to start using cloud-based virtual machines? The answer is, "It depends". There is no wrong choice to be made, but that is not to say they are identical. This article discusses the similarities and differences between ...

Many regulatory compliances include requirements for how IT data should be collected, analyzed, and stored securely. So how should log data be managed to meet these compliance standards? This paper will help you understand what you should be looking for in log management tools used for compliance purposes. ...