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Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
Categories Tags In my last blog we discussed the death of the call center, as omnichannel customer service blazes the trail to the next generation of customer experience manag… https://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

Interactive Intelligence will Remake Your Contact Center--Free!

Interactive Intelligence is launching a contest for a customer contact center makeover. Instead of a new home, bedroom or body, contestants can enter to win a complete contact center overhaul--free of charge. The makeover will include Interactive Intellig…
(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/interactive-intelligence-will-remake-your-contact-center-free/

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.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… https://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

More Social Changes to Office 365

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/more-social-changes-office-365/

Over 96% of mobile malware targets Android systems

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/over-96-mobile-malware-targets-android-systems/

Is Microsoft Saying So Long to SharePoint?

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/microsoft-saying-so-long-sharepoint/

Oslo--Making Office 365 More Like Facebook?

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/oslo-making-office-365-more-facebook/

Audio Resumes First Class Citizen Status in Digital Media

Audio, once critical to ensuring online video QoE, has been taken for granted in recent years. However, it is experiencing renewed attention as a key component of user experience with the advent of UltraHD and also as a key tool in next generation user in…
Categories Tags In the early days of online video communication and online video delivery, audio was a critical component of the overall quality of experience. When audio is s… https://digitaltransformation.frost.com/expert-insights/viewpoints/audio-resumes-first-class-citizen-status-digital-media/

Men Benefit More From Flexwork Than Women

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/mega-trends/men-benefit-more-flexwork-women/

Leaning In or Leaning Out

(function(){var ticker=document.createElement('script');ticker.type='text/javascript';ticker.async=true;ticker.src='//twitcker.com/ticker/FS_ITVision.js?speed=1&background=18426b&t… https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/mega-trends/leanign-or-leaning-out/