How to Become a Now Organization

It’s important that companies recognize that their reputation can be made or broken in real time. There should be no worse feeling than that of not knowing how your customers actually feel about your business. As Jeff Bezos, Amazon CEO once stated, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” As pointed out by Jeff, in the internet age an unhappy customer will post their experience on Twitter, Facebook, their blog or another form of social media. And because of [...]

Cloud-based Communications is Here to Stay

Starts and stops…more starts…more stops. That is what multi-named hosted, on-demand, or cloud-based computing and communications has seen since the early 90’s when the ASP (application service provider) was touted as a model to change technology forever. Well, here’s a new flash for you…this time it stuck!

Adoption rates of cloud-based communication services are growing fast. Some vendors of those services are posting order growth rates of more than 100% year/year. And the well-respected analyst firm Ovum shows premise-based contact center growth for the next five years of less than 3%, but growth of the cloud-based contact center market to be 17%-20% for that same period of time.

The [...]

A few UC and contact center products show up at Consumer Electronics Show

This week saw the 2012 installment of the International Consumer Electronics Show (CES) in Las Vegas. Most of the buzz is obviously around consumer facing products, but there is some crossover into the unified communications and/or contact center space.

At CES big players in the tech space try to grab daily headlines. Sometimes good buzz around innovative products, other times hilarious buzz around certain speeches. Anyone remember Ballmer as Mr. Monkey Boy? If not there’s a nice blog post to refresh your memory. 

Anyway, there were a few interesting UC and contact center items I found in all the [...]