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Support Interaction Optimization (SIO) Takes on the Changing Face of Customer Service

Introduction to an emerging contact center market segment - Support Interaction Optimization (SIO)
Today’s sophisticated consumer and increasingly complex products and services have put a strain on technical support personnel who are on the front lines of providing customer ser… http://digitaltransformation.frost.com/expert-insights/viewpoints/support-interaction-optimization-sio-takes-changing-face-customer-service/

Clouds Improved the Forecast: Avaya Partner Summit 2015

Summary of Avaya's annual partner summit in Cancun.
Categories Tags Getting to hear first hand from those in the sales trenches – the partners – is always a treat, made even better by getting to hear from them in Cancun, Mexico… http://digitaltransformation.frost.com/expert-insights/viewpoints/clouds-improved-forecast-avaya-partner-summit-2015/

The Weekly Disrupt

The Weekly Disrupt is a summary of the most important technology stories that you need to know about from the last week. These are stories that hint at fundamental shifts in the way we will live and do business - things to keep on your radar to ensure you…
Categories Tags The Weekly Disrupt is a summary of the most important technology stories from the last week. These are stories that hint at fundamental shifts in the way we wil… http://digitaltransformation.frost.com/expert-insights/viewpoints/weekly-disrupt/

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/

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/

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/

Cloudy Forecast in Indianapolis

Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduction …
Categories Tags   Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lot… http://digitaltransformation.frost.com/expert-insights/viewpoints/cloudy-forecast-indianapolis/

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/

The View from Belmar: Sandy, Disaster Response, Social Media, and Limiting Future Events

A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disasters sh…
Categories Tags My wife and I live in Belmar, New Jersey, and from our home we can see the beach and the ocean. It is hard to find a more pleasant place to be. That is, except… http://digitaltransformation.frost.com/expert-insights/viewpoints/view-belmar-sandy-disaster-response-social-media-and-limiting-future-events/

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/

Can Mergers and Acquisitions Ensure Healthy Growth in the Hosted IP Telephony and Cloud UCC Market?

In spite of the compelling reasons for potential market consolidation, the hosted IP telephony and UCC market remains highly fragmented with many providers looking for merger and acquisition options. As the market continues to grow and mature and competit…
On April 21, 2014, Birch Communications Inc. announced its pending acquisition of Cbeyond Inc. for $323 million in cash. The combined entity will have 200,000 business customers U… http://digitaltransformation.frost.com/expert-insights/viewpoints/can-mergers-and-acquisitions-ensure-healthy-growth-hosted-ip-telephony-and-cloud-ucc-market/

IBM all set to Plunder the Realm of Digital Marketing with the Silverpop acquisition

IBM acquires Silverpop to turbocharge its digital marketing value proposition - what it means to customers and to its competitors
A big fish swallows yet another marketing automation platform. This fish is big, blue and very hungry. IBM recently announced an agreement to acquire Silverpop, leading software a… http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-all-set-plunder-realm-digital-marketing-silverpop-acquisition/

Google Apps are Popular AND Effective

Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to identify trends in usage and satisfaction, and the successful adoption of a c…
Recently, Frost & Sullivan conducted a survey of more than 400 Google Apps users ( IT administrators, line-of-business managers acting in an IT role, and end users not in IT) to i… http://digitaltransformation.frost.com/expert-insights/viewpoints/google-apps-are-popular-and-effective/

Interactive Intelligence and ShoreTel Boast Impressive Performance in 2013

Both ShoreTel and Interactive Intelligence reported their CY Q4 results this week and both have a lot to brag about, especially compared to some of the larger vendors in the enterprise communications space.
Categories Both ShoreTel and Interactive Intelligence reported their CY Q4 results this week and both have a lot to brag about, especially compared to some of the larger vendors… http://digitaltransformation.frost.com/expert-insights/viewpoints/interactive-intelligence-and-shoretel-boast-impressive-performance-2013/

SDDC: Extending Your Grandfather's Virtualization

We’ve spent the last few weeks discussing the benefits a software-defined data center, or SDDC, and how IT is shifting to become a more service-oriented business unit.
Categories We’ve spent the last few weeks discussing the benefits a software-defined data center, or SDDC, and how IT is shifting to become a more service-oriented business unit… http://digitaltransformation.frost.com/expert-insights/viewpoints/sddc-extending-your-grandfathers-virtualization/