Organizations historically believed that security software and tools were effective at protecting them from hackers. Today, this is no longer the case, as modern businesses are now connected in a digital global supply ecosystem with a web of connections to customers and suppliers. Often, organizations are attacked as part of a larger attack on one of their customers or suppliers. They represent low hanging fruit for hackers, as many organizations have not invested in operationalizing security breach detection.
As this new reality takes hold in the marketplace, many will be tempted to invest in new technology tools to plug the perceived security hole and move on with their current activities. However, this approach is doomed to fail. Security is not a "set it and forget it" type of thing. Defending an organization from a breach requires a careful balance of tools and operational practices -- operational practices being the more important element.
You've just been notified that your company is purchasing a large business unit from another company, and you've been placed in charge of moving the IT components to your organization without disrupting business and keeping all aspects of your organization secure. This type of arrangement is commonly referred to as a "carve out," and it requires extensive planning and forethought to navigate the complex, competing requirements.
Complicating and Uncomplicating a Carve Out
We are all familiar with 911 and the simple yet significant value it has for our nation. Behind the scenes is a vast and complex infrastructure. With changes in technology, however, come necessary changes with this telecommunications infrastructure and legislation that pertains to it. Below are ten frequently asked questions to help you understand trends around 911, as well as information that all organizations must understand for compliance purposes.
E911: What Is It?
I have worked on several projects recently that involved UCaaS solutions where the end user organization had a need to support both regular business users and a contact center environment. One of the solutions had evolved, starting as a contact center solution first, with support for the regular business user capabilities added later. A second solution I worked with had the opposite evolution -- it was originally designed as a solution for business users and contact center capabilities and support were added after that.
I'm recently back from the annual conference of the Society of Communications Technology Consultants (SCTC), of which I'm the only active analyst member. These consultants are on the front lines for helping businesses make smart technology decisions along with getting good value from those investments, so it's a pretty important community of influencers. Their experiences inform my thinking as an analyst, and I'm going to share some of that here.
Aside from attending, I gave the locknote talk, played a gig with the SIPtones, and even got to play "UC Cookoff" Jeopardy, so there was a nice mix of fun, learning, and networking. One of the learning highlights was a keynote about the state of cybercrime, a topic from which the collaboration space is not immune.
UC Evolves to Collaborative Communications
Blair Pleasant
By taking an inventory of which subscription-based services your users actually use, and dropping the rest, you can gain significant cost savings.
Cost management of IT subscription services is much like a leaky faucet. It does not seem very significant until you put a bucket under it, and you quickly have a bucketful of water. So, let's discuss how to turn that bucket of water into gold -- by managing your cloud subscriptions.
Contact centers are in your enterprise future and will be for a long time to come.
For us in the communications industry, not a day goes that you do not hear about or read something related to contact centers or customer service organizations. Whether we're talking about providing exceptional customer experience (CX), following the customer journey, applying artificial intelligence (AI) for self-service and optimal routing, deploying chatbots and Web click-to-chat to round out multi-channel and omni-channel implementations, migrating to the cloud for agility, or applying analytics for deeper understanding of customer interactions and motivations, the business of contact centers has become one of the most dynamic and critical areas of the communications technology industry.
Exploring why the industry is moving toward intelligent edge computing
Transparency and innovation are the clear winners as government entities look to replace aging infrastructure and hardware, and take advantage of new services.
From mid-2017 to present, there has been a sharp increase in the level of activity that the government sector has been generating in the telecommunications space. From phone systems and telecom audits, to service contracting events, government telecom buying is quickening, and the private sector is only just beginning to reap the benefits.
From speech recognition to virtual assistants, there are numerous ways to enhance traditional IVR for a better experience.
Many firms are trying to determine the best ways to effectively implement self-service applications. Several have added Web-based tools and mobile apps to their customer- interaction portfolio. However, the IVR remains an important channel, and its effectiveness still has a significant impact on the customer experience. Therefore, it remains as important as ever to get the IVR right. The information contained in this article should be considered to facilitate the achievement of that goal.
An overview of necessary considerations and complications that can arise with E-911 configurations.
It seems safe to state that everyone is familiar with the basic concept of 911 services: A special number is called and a contact center mediates the emergency response. Many of us in the telecommunications field also are familiar with the basic challenges of 911 when dialing through a multi-user system in which dialing "9" is the common method for reaching an outside line.
You may never find perfection in customer service, but excellence just might do.
Several surveys have shown that customer experience is the most important component of client satisfaction with a provider, exceeding low prices and other brand-enhancing actions. The total customer experience is created through a collection of interactions over the life of the relationship, beginning with the sales cycle, continuing during the installation, and extending to post-implementation when service is required.