August 12, 2021
[vc_row][vc_column][vc_column_text]Unified communications solutions that seamlessly unite voice, video, mobile, messaging, file sharing and conferencing have proven invaluable for supporting the transition to hybrid and remote work environments. UC is poised to deliver even greater business benefits through the increased use of artificial intelligence (AI). The integration of virtual agents, speech-to-text...
August 4, 2021
[vc_row][vc_column][vc_column_text]On a bitterly cold Christmas night in 1776, George Washington’s Continental Army crossed the frozen Delaware River in order to launch a surprise attack on a garrison of German mercenary soldiers in Trenton, N.J. A local spy got wind of the plan and sent a note to the German commander,...
July 27, 2021
[vc_row][vc_column][vc_column_text]Team communication is one of the great challenges created by the rise of remote and hybrid workstyles. With employees dispersed over broad geographic areas, it can be difficult to ensure that the right information is getting to the right people at the right time using the right communication channel. For...
July 22, 2021
[vc_row][vc_column][vc_column_text]Agent monitoring has long been standard procedure in contact centers for quality assurance, training and security purposes. However, the shift to work-from-home operations creates inherent challenges due to the lack of regular face-to-face interaction between agents and supervisors. Organizations have long preferred to keep their contact center operations on-premises where...
July 15, 2021
[vc_row][vc_column][vc_column_text]In an old advertising slogan for the Yellow Pages, telephone users were urged to “let your fingers do the walking.” In just a few months, they’ll have to walk a little farther than usual. People across most of the U.S. will soon be required to include the area code when...
July 9, 2021
[vc_row][vc_column][vc_column_text]The tech world has been buzzing about digital transformation for a few years now, but it took a pandemic to bring the concept into clear focus for many organizations. Those that had taken steps to inject digital processes into all aspects of the business gained the agility and resilience they...
July 1, 2021
[vc_row][vc_column][vc_column_text]Making the transition to a hybrid work model in which employees split time between home and the office won’t be as simple as it might seem. Even though companies have been supporting remote workers for more than a year now, a more permanent hybrid environment will require a variety of...
June 24, 2021
[vc_row][vc_column][vc_column_text]Trust is an essential element of customer relationships. It may take years to earn that trust, but it can be lost in an instant. Wells Fargo provides a cautionary tale. Founded in 1852 to provide banking services in California, the company enjoyed 163 years of prosperity and became the world’s...