Tag: COVID

January 3, 2023

Happy New Year! As I contemplate what 2023 portends from a contact center and customer experience perspective, reflecting on the highlights of 2022 is in order. In the past twelve months, three industry developments occurred that will shape how vendors […]

June 17, 2022

If you’re an IT/communications professional, this may be the most uncertain time for doing your job since the start of the pandemic. When all-remote work was the dominant mode, the job was clear: Connect teleworkers and give them as many […]

December 8, 2021

One question dominated the work-during-a-pandemic discourse: When and how will employees return to the office? Many enterprise leaders and workplace strategists saw hybrid work as the way forward, splitting time between in-person and remote work modalities in the hope of […]

November 11, 2021

CHG Healthcare is a recruitment and staffing agency headquartered in Salt Lake City, Utah, with offices around the country. The company is known for providing permanent and locum tenens (temporary fulfillment) services for physicians, physician assistants, nurses, nurse practitioners, therapists, […]

October 7, 2021

As enterprises look to the future of work, decisions around staying remote, embracing hybrid, or enforcing a return to office are as important for contact center agents as they are for knowledge workers. Cloud Paves the Way Like their business […]

October 5, 2021

‘What do workers want in the workforce when they return to the office?’ That’s a pretty fundamental question. During last week’s Enterprise Connect 2021, I hoped to get some answers. There was no shortage of demos and updates at the […]

October 5, 2021

COVID vanquished entire industries (e.g., food supply, airlines) in 2020-2021 while handicapping others (e.g., healthcare, insurance). What contributed to far lower unemployment than a worst-case scenario, however, was unified communications (UC). UC systems and applications turned work-from-home (WFH) and work-from-anywhere […]

September 28, 2021

For over 18 months, we’ve all experienced a substantial disruption in the way we work. Future of work, hybrid work, remote work, mobile work — these concepts have taken on new meaning in the COVID era, and they’re challenging organizations […]

June 11, 2021

We wrapped up our third and final Enterprise Connect virtual summit on Microsoft Teams this week, and the final session provided a great summary and overview of where many enterprises stand concerning Teams and what we can expect from Teams […]

May 24, 2021

Last week Cisco announced its quarterly results. I won’t rehash the numbers as Diana Goovaerts covered it in this post. Cisco did report a solid beat on the top and bottom lines, which I believe was its 10th consecutive quarter […]

April 29, 2021

Zoom announced a cornucopia of new features and innovations over the past couple of weeks, designed to shift the company from being thought of as a PC-based/mobile video-calling platform to a broader communications platform. Arguably, no vendor saw a bigger […]

April 22, 2021

Historically, organizations have viewed contact centers as cost centers, a necessary channel for customer support. However, many are now finding that by evolving their contact centers into multichannel platforms they can actually drive sales and customer loyalty. This also allows […]

April 13, 2021

Now more than ever, travel and hospitality companies want a reliable, agile, and flexible contact center solution that provides exceptional customer service and reduces costs. Built on the same technology that powers customer service for Amazon.com, Amazon Connect is the […]

March 10, 2021

When it comes to enterprise video, a cloud video service gives you an amazing platform to build on, but that’s the key — you have to keep building upon it to stay ahead and be the best, or so says […]

February 15, 2021

IBC today announced that John Honeycutt, a recognised media and technology industry leader, will take the IBC Council Chair’s position with immediate effect. John has spent the past 30 years in senior positions in the television market and is a […]

February 12, 2021

It is not often that a singular event has a profound impact on nearly every industry, but this year’s global pandemic did just that- and the telecommunications industry is no exception. In fact, in 2020, consumers and businesses relied on […]

August 17, 2020

SAN FRANCISCO, CA – August 11, 2020 – FinancialForce, provider of the only modern ERP suite and the #1 professional services automation (PSA), today announced that call-center software leader Five9 saved more than 300,000 hours of non-billable time and gained […]