Seach this site

Consider the “Gift” of WebRTC for your Contact Center

Categories Web Real-Time Communication (WebRTC) is the realizable future of contact center voice and video by allowing customers and agents to interact with each other through W… http://digitaltransformation.frost.com/expert-insights/viewpoints/consider-gift-webrtc-your-contact-center/

The Cruelty of the Airlines’ Customer Experience

Categories There is no better term than cruelty to explain how airlines have been treating its economy customers and favoring their first class patrons, in order to reduce costs… http://digitaltransformation.frost.com/expert-insights/viewpoints/cruelty-airlines-customer-experience/

Avaya Engages the Cloud

Last week Avaya announced new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the company.
Categories Tags Last week Avaya announced a bevy of new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the c… http://digitaltransformation.frost.com/expert-insights/viewpoints/avaya-engages-cloud/

2015 Predictions for Enterprise Communications

Categories Tags I always liked to read the articles written by fellow analysts related to yearly predictions. This time I decided to give it a shot myself and write my own obs… http://digitaltransformation.frost.com/expert-insights/viewpoints/2015-predictions-enterprise-communications/

The Benefits of Content Collaboration

About the benefits of IBM Navigator on Cloud Platform
Categories Tags Historically, the concept of data had a simple connotation as something that had to be searched for and retrieved behind a network firewall in an IT-managed re… http://digitaltransformation.frost.com/expert-insights/viewpoints/benefits-content-collaboration/

Managing the Customer Shift to Online Channels

Categories Tags Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience.  Customers want immediate,… http://digitaltransformation.frost.com/expert-insights/viewpoints/managing-customer-shift-online-channels/

Connecting Customers to Connected Devices/Internet of Things

Categories Tags Each day more products and services are becoming connected to each other, to customers, and to employees.  Appliances, equipment, furnaces, dimmers, thermostat… http://digitaltransformation.frost.com/expert-insights/viewpoints/connecting-customers-connected-devicesinternet-things/

Cisco Seeks to Compete More "Squarely" with Microsoft and Google

Cisco Unveils Project Squared
Categories Tags At Collaboration Summit this week, Cisco made a host of announcements sending a clear message – it is looking to simplify collaboration by changing how it in… http://digitaltransformation.frost.com/expert-insights/viewpoints/cisco-seeks-compete-more-squarely-microsoft-and-google/

Why We Need a New Way to Work

With all of the "New Ways to Work", what was so wrong with the old way?
Categories Tags It has certainly been an interesting time to follow the unified communications and collaboration space. In the last two months alone, the market has seen the l… http://digitaltransformation.frost.com/expert-insights/viewpoints/why-we-need-new-way-work/

Consolidation in the Hosted IP Telephony and UCC Services Market Continues

Yesterday, November 5, 2014, Vonage announced a definitive agreement to acquire privately-held Telesphere Networks Ltd., one of the top 20 hosted IP telephony ad UCC providers in North America. Here follows a brief analysis of the potential impact of the …
Categories Tags Market Impact of Vonage’s Acquisition of Competitor Telesphere Yesterday, November 5, 2014, Vonage announced a definitive agreement to acquire privately-hel… http://digitaltransformation.frost.com/expert-insights/viewpoints/consolidation-hosted-ip-telephony-and-ucc-services-market-continues/

Circuit: Unify’s Vision for the Future of Collaboration

On October 28, Unify launched a new product called Circuit. Announced a year ago as Project Ansible along with Siemens Enterprise Communications’ re-branding as Unify, Circuit marks the vendor’s next phase in the unified communications and collaboration (…
On October 28, Unify launched a new product called Circuit. Announced a year ago as Project Ansible along with Siemens Enterprise Communications' re-branding as Unify, Circuit mar… http://digitaltransformation.frost.com/expert-insights/viewpoints/circuit-unifys-vision-future-collaboration/

Circuit by Unify: A Little Less Star Trek, A Lot More to Come

Unify's Project Ansible becomes Circuit, and shows the challenges of truly unifying enterprise communications along the way.
Categories Tags It has been a little over a year since the world got their first look at Project Ansible. Ansible was ultimately the Unify team’s way of going all in. It was m… http://digitaltransformation.frost.com/expert-insights/viewpoints/circuit-unify-little-less-star-trek-lot-more-come/

Analysis of the Potential Outcomes of Mitel Acquiring ShoreTel

by Alaa Saayed On October 20th, 2014, Mitel disclosed its proposal to acquire US-based competitor ShoreTel for $8.10 per share in cash, a bid that ShoreTel rejected shortly after given the low valuation. In spite of this, Richard McBee, Mitel’s Chief E…
Categories Tags By Alaa Saayed On October 20th, 2014, Mitel disclosed its proposal to acquire US-based competitor ShoreTel for $8.10 per share in cash, a bid that ShoreTel… http://digitaltransformation.frost.com/expert-insights/viewpoints/analysis-potential-outcomes-mitel-acquiring-shoretel/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Mobile Field Service Management: More Predictive, More Proactive, More Preventive

Today's field service management apps are very emphatically moving away from simple worker tracking. Location is great to know, but it's just the beginning of what needs to be accomplished out on the front line.
Categories Tags Today's field service management apps are very emphatically moving away from simple worker tracking.  Location is great to know, but it's just the beginning of… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-service-management-more-predictive-more-proactive-more-preventive/

Wearables in the Enterprise Market

A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on the cutting edge … however, we’re not sure just how real the value is at thi…
A couple of weeks ago, Salesforce.com announced that it is launching Salesforce Wear – CRM software and developer tools for wearables. We give the company high marks for being on … http://digitaltransformation.frost.com/expert-insights/viewpoints/wearables-enterprise-market/

Polycom Sets PACE in the Competitive UC&C Market

Last week Polycom held its analyst event where the company's executives mapped out the current state of the business and go-forward plans. This blog discussions my key takeaways.
Categories Tags June 3 was the inaugural Polycom Analyst Collaboration Event held in the interesting, eclectic (or weird) city of Austin, TX. It was an intimate forum, during … http://digitaltransformation.frost.com/expert-insights/viewpoints/polycom-sets-pace-competitive-ucc-market/

PureCloud Makes Hybrid Cloud UC as Real as it Gets

Interactive Intelligence's PureCloud may not seem like a true cloud solution to its competitors, but in fact is the epitome of a hybrid cloud solution.
Categories Tags The funny thing about cloud solutions, even ten years after the earliest software as a service (SaaS) products first hit the market, is that conversations STIL… http://digitaltransformation.frost.com/expert-insights/viewpoints/purecloud-makes-hybrid-cloud-uc-real-it-gets/

Making the Mobile App Sale to SMBs -- And Then Keeping It!

Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps. But there are ways to still make the sale ... and to keep these infamous high-churners as long-term, profitable customers.
Categories Tags Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps.  But there are ways to still make the sale … and to keep these infamous high… http://digitaltransformation.frost.com/expert-insights/viewpoints/making-mobile-app-sale-smbs-and-then-keeping-it/

Mobile Worker Applications: Prebuilt or Custom? In-House or 3rd-Party?

One of the key questions a business has to grapple with when implementing a new mobile app for its employees is "Do we build or do we buy?"
Categories Tags One of the key questions a business has to grapple with when implementing a new mobile software app for its employees is “Do we build or do we buy?” There a… http://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-worker-applications-prebuilt-or-custom-house-or-3rd-party/