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Contact Center 2.0: The Rise of Collaborative Contact Centers

contact center 2.0: the rise of collaborative contact centers

Published By: Research Desk Released: Mar 21, 2019

In this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the transformation of contact centers in today’s digital workplace. Contact Center 1.0 was designed and deployed ...

Employee Experience and Customer Experience: Two Halves of the Whole Equation

employee experience and customer experience: two halves of the whole equation

Published By: Research Desk Released: Mar 21, 2019

Improving the Way People Experience Your Company, Inside and Out This report from Constellation Research highlights the advantages of bringing together customer and employee experience, including t...

Disruptive Customer Engagement

disruptive customer engagement

Published By: Research Desk Released: Mar 21, 2019

Digital transformation, digitalization, call it what you will, but the trend toward smarter, more nimble business enabled by technology is real. The trend spans industries, and the leaders of these in...

Overcoming the Digital Age Disconnect

overcoming the digital age disconnect

Published By: Research Desk Released: Mar 21, 2019

Traditionally, businesses think about employee and customer engagement strategies as two separate areas, owned by different stakeholders. This siloed approach creates barriers within the organization ...

Contact Center 2.0: The Rise of Collaborative Contact Centers

contact center 2.0: the rise of collaborative contact centers

Published By: Research Desk Released: Dec 24, 2018

Contact centers as we know them today were designed and deployed at scale in the 1960s,1 and the management models, governance models, and standards that defined them are still alive and well today. W...

Magic Quadrant for Unified Communications as a Service, Worldwide

magic quadrant for unified communications as a service, worldwide

Published By: Research Desk Released: Dec 24, 2018

RingCentral was recognized once again as a Leader in the 2018 Gartner Magic Quadrant for Unified Communications as a Service (UCaaS) worldwide. This year RingCentral outpaced the market and is positio...

Enabling Digital Transformation with the Right UCaaS Solution

enabling digital transformation with the right ucaas solution

Published By: Research Desk Released: Dec 24, 2018

Frost & Sullivan, a leading market research and analysis firm, recently released Enabling Digital Transformation with the Right UCaaS Solution. It’s a comprehensive buyers’ guide that disti...

Is a Cloud-Based Phone System Right for My Business?

is a cloud-based phone system right for my business?

Published By: Research Desk Released: Dec 24, 2018

The cloud is a network of servers that companies use to host and deliver services. Companies like Salesforce® are renowned for providing cloud CRM, and Google and Microsoft® offer email, calendars, ...

Understanding the Real Cost of Your Business Communications System

understanding the real cost of your business communications system

Published By: Research Desk Released: Dec 24, 2018

When assessing the future of your business communications, making the decision to stick with an on-premises phone system versus moving your communications to the cloud can be a complex process. Of cou...

From Workplace Chaos to Zen: How App Overload Is Reshaping the Digital Workplace

from workplace chaos to zen: how app overload is reshaping the digital workplace

Published By: Research Desk Released: Dec 24, 2018

In today's workplace, knowledge workers utilize a wide array of apps to communicate, collaborate, and get work done. While critical to business success, this can create chaos and imbalance that causes...

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