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PGi iMeetLive Runs the Analyst’s Gauntlet

As a unified communications & collaboration analyst, I use many tools to host and join remote, multiparty meetings. In this blog post I review and analyze my experience with PGi's iMeetLive webinar platform.
Categories Tags As a UCC analyst, I am exposed to numerous types of collaboration tools from which I host and join remote, multiparty meetings. Recently, I had the opportunity… http://digitaltransformation.frost.com/expert-insights/viewpoints/pgi-imeetlive-runs-analysts-gauntlet/

Escalating cyber threats in an online world

A pair of short webinars are available that delve into the evolving nature of cyber threats---knowledge is power in combating these threats!
Categories Tags You are likely well aware that businesses are increasing their expenditures on cloud services. And with that, anywhere accessible is the new normal, whether to… http://digitaltransformation.frost.com/expert-insights/viewpoints/escalating-cyber-threats-online-world/

The Growing Challenges in Recruiting/Retaining Staff to Deliver Quality CX

Every employee provides and/or supports their companies’ efforts to deliver a superior Customer Experience (CX). For without customers there are no sales, employers, and jobs. This goes, naturally enough, for customer-facing front-line staff. But it also…
Categories Tags Every employee provides and/or supports their companies’ efforts to deliver a superior Customer Experience (CX). For without customers there are no sales, empl… http://digitaltransformation.frost.com/expert-insights/viewpoints/growing-challenges-recruitingretaining-staff-deliver-quality-cx/

Webinar invitation

Invitation to a Frost & Sullivan Webinar entitled: Service Reliability of IP-based Communications is not Optional
Categories Tags Real-time communication services are moving to IP-based networks, the Internet. Driven by several user and technology trends, performance reliability for real-… http://digitaltransformation.frost.com/expert-insights/viewpoints/webinar-invitation/

Microsoft LinkedIn Deal May Force Facebook and Salesforce Together

Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SAP)
Categories Tags Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SA… http://digitaltransformation.frost.com/expert-insights/viewpoints/microsoft-linkedin-deal-may-force-facebook-and-salesforce-together1/

Huawei Global Analyst Summit 2016 – Update on Unified Communications & Collaboration (UC&C) Business

Categories Tags During the Huawei Global Analyst Summit in Shenzhen from 11 to 13th April, senior executives from Huawei shared the company’s strategic thinking, latest produc… http://digitaltransformation.frost.com/expert-insights/viewpoints/huawei-global-analyst-summit-2016-update-unified-communications-collaboration-ucc-business/

Windstream: SDN, Service Delivery Acceleration and Being a Duck

While listening to the various technology, product, and service updates from Windstream at their recent analyst summit, I was reminded of an old adage: “Be like a duck. Calm on the surface, but always paddling like the dickens underneath.”
Categories Tags While listening to the various technology, product, and service updates from Windstream at their recent analyst summit, I was reminded of an old adage: “Be … http://digitaltransformation.frost.com/expert-insights/viewpoints/windstream-sdn-service-delivery-acceleration-and-being-duck/

Product/Service Quality, Not Necessarily Customer Service, is Key to CX

Businesses have to focus on delivering excellent Customer Experiences to grow and survive. But they should prioritize on ensuring product and service quality first then on customer service and support and voice of customer.
Categories Tags Delivering an excellent Customer Experience (CX) has become paramount for businesses’ customer and revenue retention, profits, and ultimately survival. But the… http://digitaltransformation.frost.com/expert-insights/viewpoints/productservice-quality-not-necessarily-customer-service-key-cx/

Frost & Sullivan Research Shows Accelerating User Demand for Video Conferencing

Businesses are rapidly adopting video communications and this trend shows no sign of slowing down
Categories Tags After three consecutive years of revenue decline, the global video conferencing endpoints and infrastructure market returned to positive growth for full year 2… http://digitaltransformation.frost.com/expert-insights/viewpoints/accelerating-user-demand-signals-turnaround-video-conferencing-market1/

The Good, Bad and Ugly: A Collaboration Industry Analyst’s Online Meeting Experiences, Q1 2016

As collaboration analyst I spend a lot of time in online meetings. The variety of platforms I use, as well as the topics and size of the meetings I attend, greatly impact my user experience. This is a brief summer of my user experiences.
Categories Tags As collaboration analyst, I spend a lot of time in online meetings. Due to the frequency and breadth of solutions experienced, I have become more of a power us… http://digitaltransformation.frost.com/expert-insights/viewpoints/good-bad-and-ugly-collaboration-industry-analysts-online-meeting-experiences-q1-2016/

Earth Day: To Save the Planet, End the Subsidies That Impede Innovation

Environmental destruction and climate change continues to occur. The UN Paris Agreement is a key first step, but to make real change environmental destruction subsidies must end. That will prompt stronger demand for innovative green solutions and best pra…
Categories Tags There continues to be waves of environmental and particularly climate change bad news.  This past March was the warmest on record, according to the National Oc… http://digitaltransformation.frost.com/expert-insights/viewpoints/earth-day-save-planet-end-subsidies-impede-innovation/

I Just Want to Say One Word to You …

The word I have for you is “pull-through”. Pull-through is not a revolutionary invention such as plastics were in the late 60s. It isn’t even a new concept, but its importance is growing in the world of enterprise communications.
Categories Tags   No, it’s not “plastics”! (Remember “The Graduate”?)  Plastics are so passé!   (Image source: https://en.wikipedia.org/wiki/The_Graduate)  … http://digitaltransformation.frost.com/expert-insights/viewpoints/i-just-want-say-one-word-you/

Takeaways from Huawei Global Analyst Summit 2016

Summary of Huawei Global Analyst Summit 2016 - by ICT Industry Principal Alaa Saayed.
Categories Tags Earlier this month, I had the pleasure to attend Huawei’s global analyst summit which was held in the modern metropolis of Shenzhen, in Southeast China. Th… http://digitaltransformation.frost.com/expert-insights/viewpoints/takeaways-huawei-global-analyst-summit-2016/

Impact of Mitel’s Acquisition of Polycom on the Asia-Pacific Market

Categories Tags On April 15, 2016, Mitel Networks announced the acquisition of Polycom Inc with the transaction expected to be completed in the third quarter of 2016. The acqu… http://digitaltransformation.frost.com/expert-insights/viewpoints/impact-mitels-acquisition-polycom-asia-pacific-market/

Mitel Pulls the Trigger to Acquire Polycom

An analysis of the long-rumored Mitel acquisition of Polycom.
Categories Tags Mitel and Polycom announced a deal for the former to acquire the latter. Agreement highlights: Mitel will acquire all of the outstanding shares of Polyc… http://digitaltransformation.frost.com/expert-insights/viewpoints/mitel-pulls-trigger-acquire-polycom/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming out party in 2011-2012 when numerous contact center vendors announced an initial wave of solutions.  The… http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Bots to the Future: Bot Management Solutions Necessary to Optimize Processes, Stop Hackers

Constantly dealing with distributed denial-of-service (DDoS) attacks, fraudulent Web activities, spam, and intrusion attempts? Well, you might have a bot problem. In 2014 and 2015, I wrote about the burgeoning demand for bot management solutions. With…
Categories Tags The challenge of bot activity in enterprise networks continues to gain recognition as a serious business risk in 2016, leading to the emergence of comprehensiv… http://digitaltransformation.frost.com/expert-insights/viewpoints/bots-future-bot-management-solutions-necessary-optimize-processes-stop-hackers/

Taking the Pulse of the Enterprise Communications Platforms & Endpoints Market

The Status of the Global Enterprise Communications Platforms and Endpoints Market.
Categories Tags If you are a tech-savvy reader, such as me, you would have noticed that the enterprise communications and collaboration market has been noticeably shifting … http://digitaltransformation.frost.com/expert-insights/viewpoints/taking-pulse-enterprise-communications-platforms-endpoints-market/

When the Cloud Brings Sunshine

Enterprise Connect 2016, which took place in the second week of March, marked the culmination of several months of hard work, anxiety and excitement as communications solutions providers prepared for the main event of the industry. This year’s event was a…
Categories Tags Enterprise Connect 2016, which took place in the second week of March, marked the culmination of several months of hard work, anxiety and excitement as communi… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-cloud-brings-sunshine/

Plantronics Maintains Leadership Through Visionary Innovation

Over the years, Plantronics has successfully led in the market with the concept of “one headset does not fill all”. As such, the vendor has relentlessly analyzed the behavior and environments of business users in order to identify their evolving communica…
Categories Tags Plantronics Maintains Leadership Through Visionary Innovation For those who know me well, I’ve been tracking the professional headset market for more than … http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-maintains-leadership-through-visionary-innovation/