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Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
omers to subject matter experts with unified communications places of business. The communications https://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

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.
https://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

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…
https://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.
some of the larger vendors in the enterprise communications space. ShoreTel reported 9… many of their competitors in the enterprise communications market. It is hard to tell what exactly is d https://digitaltransformation.frost.com/expert-insights/viewpoints/interactive-intelligence-and-shoretel-boast-impressive-performance-2013/

Examining the Role of M2M Alliances

In Europe, 2013 was an interesting year for the machine-to-machine (M2M) market as participants ranging from telecommunications (telecoms) service providers to software applications providers addressed the connected industries’ opportunities.
market as participants ranging from telecommunicationsal coverage issues across the broader mobile communications sector. An expected outcome of these 2 gr https://digitaltransformation.frost.com/expert-insights/viewpoints/examining-role-m2m-alliances/