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Stitching Together Better Enterprise Communications with CPaaS

The rise of communications platforms as a service (CPaaS) offerings is one of the hottest topics in the enterprise communications industry right now. Based on our research, the Frost & Sullivan Connected Work team believes that much of the hype and excite…
before striking out into this new API economy… with its APIving their value propositions around the new API economy. In addition… an app developer can use an API to make a voice or video connection. Likewis http://digitaltransformation.frost.com/expert-insights/viewpoints/stitching-together-better-enterprise-communications-cpaas/

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…
http://digitaltransformation.frost.com/expert-insights/viewpoints/growing-challenges-recruitingretaining-staff-deliver-quality-cx/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Despite inevitable pressures that come with rapid growth… Franco Cotumaccio of Capita… and that Capita is investing in middle management programs…ice and chat are real core competencies for Capita in South Africa. Summary http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/