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BroadSoft Accelerates Innovation to Boost Customer Value and Service Provider Differentiation

At the 2016 BroadSoft Connections event held the week of November 14th in San Antonio, Texas, BroadSoft once again treated an elite crowd of telecom decision makers, senior executives in service provider networking, IT and marketing, and industry analysts…
Categories Tags At the 2016 BroadSoft Connections event held the week of November 14th in San Antonio, Texas, BroadSoft once again treated an elite crowd of telecom decision m… http://digitaltransformation.frost.com/expert-insights/viewpoints/broadsoft-accelerates-innovation-boost-customer-value-and-service-provider-differentiation/

Validating Contact Center Trends for 2017 and Beyond

Followup to conversation on survey results and trends in the contact center with 8x8
Categories Tags Last week I had the pleasure of sitting down with Neha Mirchandani, who leads global communications at 8x8, to talk about trends in the industry. 8x8 just comp… http://digitaltransformation.frost.com/expert-insights/viewpoints/validating-contact-center-trends-2017-and-beyond/

Calabrio Promotes a Stronger CX in New and Future Solutions

Calabrio releases Calabrio ONE WFO for the cloud and plans future applications
Categories Tags Well-designed workforce optimization (WFO) applications have become critical to delivering excellent and customer-delight-producing Customer Experiences (CXes)… http://digitaltransformation.frost.com/expert-insights/viewpoints/calabrio-promotes-stronger-cx-new-and-future-solutions/

Truly Effective Video CX, Served by Verizon (and John McEnroe)

Video has long had an unrealized promise to improve the Customer Experience. But that may change with the use of smartphones and apps as shown in a Verizon ad featuring tennis great John McEnroe
Video has long been touted as the next greatest Customer Experience (CX) technology. But it has never taken off, contrary to the hopes (and the hype) of its champions.  There a… http://digitaltransformation.frost.com/expert-insights/viewpoints/truly-effective-video-cx-served-verizon-and-john-mcenroe/

Is Investing in Digital Advertising a Miscalculation? Ask Facebook

Facebook committed a serious breach of trust with its advertisers. This post explores how it did so, the implications on digital advertising--and how, based on its actions leading up to this revelation, "This is not the Facebook we have come to know."
AUTHOR: Jeff Cotrupe, Industry Director, Big Data & Analytics, Stratecast | Frost & Sullivan Facebook has been seriously overstating to advertisers the success of ads placed on… http://digitaltransformation.frost.com/expert-insights/viewpoints/investing-digital-advertising-miscalculation-ask-facebook/

Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
Categories Tags The Genesys Interactive Intelligence deal announced last week has opened the door to speculation about other possible M&As.  After all, business romances bloo… http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Improving the Customer Experiences’ First & Last Miles/Kms

High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial engagements to products’ receipt. With today’s businesses facing highly competitive markets and …
Categories Tags High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial … http://digitaltransformation.frost.com/expert-insights/viewpoints/improving-customer-experiences-first-last-mileskms/

Squaring Excellent Customer Experiences with Customer Affordability

Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals
Categories Tags Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals. A recent New Yorker article on pl… http://digitaltransformation.frost.com/expert-insights/viewpoints/squaring-excellent-customer-experiences-customer-affordability/

Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
Categories Tags Providing positive and profitable customer experiences means nurturing customer relationships that unfold across time and channels. Productive customer interac… http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

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/

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/

inContact's Marriage is NICE

Analyst take on the NICE acquisition of inContact
Categories Tags NICE, which as of this month has dropped the “Systems” from its name, had its big user conference, Interactions2016 in Orlando last week, and a number of indus… http://digitaltransformation.frost.com/expert-insights/viewpoints/incontacts-marriage-nice/

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/

Postcard from Nicaragua: IBEX Global on the Move!

IBEX Global opens new delivery center in Nicaragua
Categories Tags Greetings from the historic and tropical city of Managua, Nicaragua! Nicaragua is  located1,430 miles southeast of my home base in San Antonio, Texas. I wa… http://digitaltransformation.frost.com/expert-insights/viewpoints/postcard-nicaragua-ibex-global-move/

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/

Gold Contact Center Nuggets from Enterprise Connect 2016

Summary of some of the contact center announcements at Enterprise Connect 2016
Categories Tags I just returned from a whirlwind Enterprise Connect in Orlando Florida. EC16 was a great event.  It’s difficult to believe it’s been 16 years from the early da… http://digitaltransformation.frost.com/expert-insights/viewpoints/gold-contact-center-nuggets-enteprise-connect-2016/

Conduit Global: A Hidden BPO Gem

Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.
Categories Tags It’s no secret that I really love my job. One of the most rewarding things that I have found in my work as an Analyst in the contact center space, is finding c… http://digitaltransformation.frost.com/expert-insights/viewpoints/conduit-glbal-hidden-bpo-gem/

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/