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Video Adds Value to UCaaS Integration into Business Processes
Cindy Whelan Summary Bullets: Communications-enabling business processes optimizes individual and workgroup productivity, and adding visual communications takes this concept up a notch, moving past...
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Verizon’s Rapid Delivery Initiative Improves Efficiency and the Customer...
Cindy Whelan Summary Bullets: Verizon has completely redesigned its service delivery model, fundamentally changing its approach and supporting technologies, as well as organization and process flows....
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Business Video Moves Towards the Mainstream
Cindy Whelan Summary Bullets: Business video usage is increasing, but growth is still comparatively slow. Increasing adoption of business video involves a culture shift that needs to be driven from the...
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Tis the Season for Contact Centers: Give Agents the Tools for a Happy Holiday
Cindy Whelan The contact center is a critical element in building customer satisfaction and improving the customer experience; agents’ ability to respond to customer requirements effectively can set...
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UC Year in Review: Hosted Services and Mobility Lead in 2013
Cindy Whelan Summary Bullets: 2013 UC announcements from service providers led with hosted PBX, UCaaS and mobility solutions. UC options for SMEs grew as carriers focused on adding BYOD and contact...
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Contextual Routing Takes Contact Center Efficiency, and Customer...
Cindy Whelan Summary Bullets: Context is an important element in helping contact center agents respond to customer needs efficiently; it also supports cross-sell and upsell opportunities. Customer...
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Enterprise Connect 2014: WebRTC and Video to Occupy Center Stage
Cindy Whelan Summary Bullets: Video and WebRTC occupy a major role for Enterprise Connect conference sessions as well as planned announcements. Cloud and mobility are constants in the collaboration...
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Enterprise Uptake of Collaboration Services Gains Ground; Cloud Contact,...
Cindy Whelan Summary Bullets: Enterprises are moving beyond foundational collaboration technologies to embrace cloud and mobility options. Cloud-based contact center services and video are gaining...
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Cloud and Mobility Underpin Future Communications, but Enterprise...
Cindy Whelan Summary Bullets: In determining long term plans for communications and collaboration services, enterprises must not only consider corporate requirements, but also understand how...
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Managed Service Bundles Help Ease SMB Challenges, but ROI is Key
Cindy Whelan – Principal Analyst, Network and Wholesale Services Summary Bullets: • Service providers are taking advantage of the rise in cloud services to create managed service bundles, providing...
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