This buyers guide examines the North American contact center market for both premise- and cloud-based solutions. It considers full-suite, pure-play, cloud-based providers and those that provide premise, cloud-based, and hybrid solutions.
It also includes a handful of telco-based providers that offer business process...
Published: Oct 05, 2020
The decision of where to run applications has grown steadily more complex and cloudier over the past decade. On the heels of the transition from physical to virtualized infrastructure, public and private cloud infrastructure consumption models came to the fore. Cloud consumption allows end-users to provision, scale, and...
Published: Aug 17, 2020
Companies across various industries are seeking to integrate AI & machine learning (ML) into workflows for a wide range of essential processes, including customer service, supply chain, operations, and strategic decision-making. However, it can be difficult for today’s leaders and their teams to separate the...
Published: Oct 05, 2020
One of the many shocking things about a pandemic is how quickly the unimaginable becomes the inevitable.
In less than 72 hours, even the world’s most traditional companies transitioned from office-based to working from home. Everyone could see that the word “work” was about to be redefined.
...
Published: Sep 24, 2020
As the world adapts to the economic changes of 2020 it poses a question: how do higher education institutions offer high quality learning while many of the facilities students take for granted - like the campus, the lecture hall and the tutorial - are off limits?
Technology gives higher education institutions a credible...
Published: Sep 24, 2020
How can your business respond to a more disruptive world? By gaining flexibility, agility and awareness. That requires using data and analytics to uncover more of the unseen – and acting early enough to make an impact.
Ultimately, if you put the right processes into place, you can learn to thrive when others...
Published: Oct 21, 2020
Collaboration software can do much more than simple messaging or conferencing.
Choose the right platform and you’ll streamline and accelerate work across the entire company. But only if you make the right choice. These eight questions will help.
Published: Sep 24, 2020
Public cloud adoption is a reality for most enterprises: 65% of North American enterprises have adopted the use of public cloud and it is the preferred deployment for many applications. Today, organizations leverage more than one cloud provider — e.g., multicloud — with 75% of decision makers describing their...
Published: Aug 18, 2020
In order to succeed, modern businesses must seek to create a workplace that delivers an exceptional customer experience and supports growth – all while attracting new talent, engaging and enabling existing employees and being easily interoperable with key business systems and processes.
In this guide, we’ll...
Published: Oct 09, 2020
Over the past few weeks, we’ve all been challenged to rethink how our teams work together. We’ve had to find new ways to maintain organisational agility, while making sure employees stay engaged.
But those adaptations alone simply aren’t enough. Business and technology leaders still need to meet...
Published: Sep 24, 2020
The "US Customer Experience Decision-Makers' Guide" is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.
Find out more about your customers’ preferences and gain insights into what they value in customer experience. With information...
Published: Oct 12, 2020
Learn how a global investment firm of 1,400 employees made an immediate transition in response to Covid-19.
This story is part of an ongoing series exploring how organisations are supporting remote work during the Covid-19 crisis. We hope these stories provide actionable tips and inspiration that organisations can...
Published: Sep 24, 2020
The modern enterprise lives in a multi-cloud world, where delivery of infrastructure resources and IT services is expected in real time. Infrastructure and operations teams must, in turn, respond to the needs of the business rapidly. The result, all too often, is infrastructure complexity and “sprawl” –...
Published: Aug 18, 2020
The “data decade” is upon us and organizations are aggressively adopting a range of private and public cloud infrastructure solutions to make the most of their digital assets. However, there are clear indications that public cloud infrastructure adoption can have drawbacks if it creates complexity or occurs...
Published: Aug 17, 2020