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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…
http://digitaltransformation.frost.com/expert-insights/viewpoints/stitching-together-better-enterprise-communications-cpaas/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

In the Chat’s Innovative Social and SMS Solutions

In the Chat's social media and SMS/text solutions
or SMS/text. A case management feature allows issues to …Text Messaging. This platform smartly routes SMS/texts to the right agents. It utilizes efficient http://digitaltransformation.frost.com/expert-insights/viewpoints/chats-innovative-social-and-sms-solutions/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
SMS/text SMS/text http://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/