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Our free webinar series offers 60 minute webinars and 30 minute ExpertCast deep
dives with subject matter experts.
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CONTACT CENTER AI IS NO LONGER A ‘SCIENCE PROJECT’
March 9, 2022
Contact Center vendors have too often oversold AI as enabling all things to all
people, while organizations have found both AI and omnichannel implementations
to be very complex.
With new self-service and digital engagement initiatives, companies of all sizes
can now easily leverage AI ‘out of the box’ to automatically respond to customer
intent, route interactions to the right answers and agents, and even assist
those agents with serving customers. But you need the right combination of
goals, tools, and approach.
In this webinar, we’ll talk with the founders of two startups - Kare
Knowledgeware and Koopid – both recently acquired by Dialpad. In creating their
companies, they tackled these problems of complexity and invented new systems to
streamline the use of Conversational AI to power both omnichannel engagement and
self-service, delivering next-generation customer experience to clients around
the globe. Together, founders Tim Porter and Venky Krishnaswamy, both now with
Dialpad, will help answer the following questions:
* What have been the primary challenges companies have encountered when
utilizing AI?
* Which organizations can benefit the most from AI and machine learning?
* How self-service changed from being just a glorified FAQ to intelligently
serving customers and reducing contact center costs?
* How has the omnichannel landscape changed, and where are organizations seeing
benefits through digital interactions?
* Why is workflow automation critical to reducing costs and enhancing CX?
Register now!
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A GUIDE TO CPAAS FOR CX LEADERS - HOW TO NOT GET LEFT BEHIND BUT JUMP AHEAD
February 22, 2022
Heard the term “CPaaS” but not exactly sure how you could use it in your
business?
Or maybe you know it stands for Communications Platform as a Service, but you
haven’t tried it out yourself.
You’re not alone, but CPaaS usage is growing very rapidly YoY.
And you probably need to use it too.
This webinar will discuss:
* What is CPaaS actually
* Who’s using it and how is the market growing
* Common use cases for CX leaders
* Exploring no-code, low-code, and full-code options
Register now!
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HOW CPAAS IS TRANSFORMING DIGITAL ENGAGEMENTS
February 9, 2022
Today’s businesses serve a generation of connected consumers that value
convenience, excellent customer service, and the ability to self-serve. They
expect a frictionless experience across all communications and areas of the
business.
With digital transformation and improving CX a priority for most businesses, the
maturing CPaaS market has an important role to play in meeting business needs
around CX. CPaaS will be particularly important as the demand for cloud
communications grows and enterprise IT comes under pressure to bring about the
transformation needed to enhance the enterprise’s digital competitiveness.
Join this discussion to learn about:
* How current CX and CPaaS trends open up opportunities for enterprises to
build inclusive customer experiences throughout the entire customer journey
* Use cases that drive significant impact across industries such as travel,
healthcare and retail
* How enterprise developers are leveraging API and orchestration tools to
deliver exceptional experiences
Register now!
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CRAZY CONTACT CENTER PREDICTIONS FOR 2022
January 26, 2022
As the world changed over the past two years thanks to a pandemic, issues
driving business communications and contact center modernization have also
shifted. This time of year, everyone tries to predict what’s going to happen in
the coming year. Most predictions rarely come true - yet there are trends worth
talking about that can impact how you will manage your customer support and
sales resources.
Predicting the future isn’t easy, but in this lighthearted look at what COULD
happen, Blair Pleasant and Ron Stevenson will discuss what will LIKELY happen in
the year ahead. Some of the predictions which we know WON’T come true (and we’ll
suggest real actions to take, instead).
In case these crazy predictions fail to materialize, join us as we explain new
approaches and tools that ARE available now to help your contact center evolve
and solve real problems for both customers and agents in the year ahead.
Register now!
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HOW TO EMBRACE COMPLEXITY IN THE CLOUD
January 12, 2022
Enterprises moving to UCaaS and CCaaS solutions are struggling to migrate
communications to the cloud without losing critical features or control over
their spending.
The Bring Your Own Carrier (BYOC) model gives IT departments new opportunities
to build best-of-breed cloud solutions with the right platforms and technologies
— all while mitigating some of the migration complexities.
But what exactly does a cloud migration with BYOC look like? And what should
enterprises consider before taking the leap?
Join Lauren and Travis from Bandwidth and Sameep from RingCentral at 2 PM ET on
January 12th, 2022 to learn about:
* When Bring Your Own Carrier (BYOC) is a good choice for enterprises
* How to migrate communications to the cloud with a BYOC model
* The migration roadmap for an effortlessly connected cloud ecosystem
Register now!
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BEYOND VOICE & MESSAGING – INNOVATE CUSTOMER EXPERIENCES WITH PROGRAMMABLE
DIGITAL ENGAGEMENT
December 1, 2021
Today's digitally powered economy is set to take off. By leveraging the
high-bandwidth, low-latency network services, operators use APIs to expose their
network services, allowing a vast community of new mobile and web application
developers to create new experiences without telephony communications
infrastructure expertise.
With the rapid advances in fixed and wireless networks, such as 5G, service
providers are in a position to leverage this new programmable communications
paradigm to facilitate a new wave of innovation in immersive real-time
communications, IoT, Artificial Intelligence, Media Analytics, and Edge
Computing applications.
You will learn:
* How conversational AI-based video bots can automate customer engagement
* How conversational in-call assistants can perform biometric authentication,
reduce background noise on live calls, and more
* How a virtual assistant can provide hyper-personalized digital commerce in
AR/VR applications
Register here!
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FREE YOURSELF FROM THE LEGACY PBX - HOW TO BUILD A MODERN PHONE SYSTEM IN THE
CLOUD
November 3, 2021
Is your legacy PBX system slowing your business? You may have invested a lot of
money and time on a phone system that is simply not scaling to meet the needs of
the modern workforce. You may feel shackled by the never-ending service
contracts that are bogging your business in an endless loop.
In this webinar, we will show you how to migrate from your legacy phone system
and build a modern cloud-based phone system.
This webinar gives you the opportunity to:
* Learn about the challenges faced by businesses like yours using legacy phone
systems
* Understand what makes the API cloud-based approach different from
off-the-shelf systems
* Discover the benefits of building on a platform that scales and meets the
needs of a modern workforce
* Participate in a Q&A with experts from Twilio and Spoke Phone
Register now!
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6 SHIFTS THAT ARE REINVENTING CX
October 20, 2021
Join this webinar to discuss findings from “The State of Customer Experience
2021”— surveys of 2,629 consumers and 690 CX executives — that shows we’re
entering a new phase of CX. We’ll also present recommendations on actions you
can take right now to clear a path toward CX leadership.
You will learn:
* Why AI is a top strategic priority for CX organizations
* Where siloes are the greatest barriers to success
* Why balancing data use and privacy is table stakes
* How to best to adjust to the shift in channel use
* When it’s optimal to shift to the cloud
* Who among your frontline staff are poised to shine
While some organizations flounder, companies that lead with CX have countless
opportunities to win in today’s experience economy. Register today to make
sure your company is ready.
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DIGITAL TRANSFORMATION’S IMPACT ON CUSTOMERS, USERS, AND EMPLOYEE EXPERIENCE
September 22, 2021
The best digital transformation strategies require flexible platforms so that
rapid changes can be made based on customer preference, market dynamics, and
business strategy. But how do you plan and then execute this strategy?
In this webinar, a leading industry analyst will join a technology thought
leader to discuss how to incorporate all 3 of these elements into your customer
experience.
You will learn:
* How digital transformation impacts functional areas far beyond the contact
center
* How executing on digital transformation requires a multi-disciplinary
approach beyond just IT
* How enterprises are innovating with digital customer and employee experiences
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HOW TO TRANSFORM YOUR ORGANIZATION TO AN EVENT-DRIVEN AND COMPOSABLE ENTERPRISE
WITH SLACK
August 25, 2021
No matter which industry or company you work for, the way your employees engage
with day-to-day system events, from tools like CRM, ERP, and HRIS, can have a
massive impact on your bottom line.
As our world continues to change, it’s necessary to embrace a model of
event-driven architecture that is better equipped to work with human-level
engagement to turn noise into productivity.
You're invited to join this webinar on 8/25th at 2PM ET to discuss the
“composable enterprise”, the value it can provide your organization, and why
enterprises need an engagement layer, like Slack, to connect their people and
events in one place.
You will learn:
• What constitutes a “composable enterprise,” and why this trend is important.
• How tighter integration of CRM, ERP, and other enterprise tools with
collaboration platforms can drastically increase employee productivity and
satisfaction.
• How a collaboration platform can be the basis of an “event driven
architecture” that achieves this integration.
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HOW NETWORK QUALITY IS CRITICAL TO REMOTE AGENT-BASED CUSTOMER SERVICE
August 11, 2021
The latest CX software, applications, and AI-enabled features won’t do you much
good if the network you’re using can’t keep up, leaving agents and customers to
struggle with bad connectivity and system performance.
This webinar will show you the latest technologies and requirements your
enterprise can’t afford to ignore as you build out your remote-agent-based
contact centers.
We’ll cover:
* The most common network and application performance issues faced by remote
contact center agents today, and how to mitigate them
* How addressing network and application performance can improve your contact
center metrics
* How network and application performance issues can threaten your ability to
take advantage of advanced AI-based customer service features
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MICROSOFT TEAMS VOICE ENABLED CUSTOMER SERVICE WORKFLOWS
July 28, 2021
Many organizations have incorporated Microsoft Teams to enable hybrid work where
in-office and remote employees regularly collaborate. There are also enormous
benefits to the customer service experience when organizations integrate Teams
Direct Routing and their contact center into the Teams Voice platform.
Your enterprise can:
* Integrate SMS into Teams chat channels
* Initiate call-backs from SMS messages with links to mobile Teams clients
* Bump the SMS directly into a Teams phone call
* Automate PKI notifications to agents
* Allow agents to see in real-time what team members are available to help with
a customer
This 30 minute webinar will discuss how you can use these capabilities to take
Microsoft Teams and your organization to the next level.
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5 CLOUD CONTACT CENTER BEST PRACTICES FOR 2021
July 14, 2021
When choosing your contact center solution, you need to keep your agents top of
mind. So how does your business lay the groundwork for that agent experience to
maintain productivity and engagement?
This webinar will provide best practices for rolling out a seamless experience
for agents as they navigate the new hybrid reality. You’ll come away better
equipped to successfully implement the right cloud solution and reap the
benefits for your agents—and thus your customers.
You will learn:
* Key workforce engagement capabilities for the new workplace
* Agent traits and skills required for different channels - video vs. email vs.
chat
* How implementing video improves the agent and customer experience
* WFE configuration with video
* Network performance and management tools to ensure optimal video performance
for your agents and customers
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THREE STEPS TO PERSONALIZE CUSTOMER ENGAGEMENT
June 30, 2021
To gain repeat business and customer loyalty, contact centers must be able to
provide hyper-personalized interactions fueled by the right customer data.
Customer satisfaction will increase as interactions will be more relevant and
timely, and customer effort will be reduced as better data fuels proactive
customer engagement.
In this webinar, you will learn:
* How the past 18 months have changed the way we communicate, our digital
needs, customer engagement habits.
* Recent survey results from both Omdia and Twilio on post-covid tech
investments, progress on digital transformation, and challenges preventing
progress.
* Drill down on 3 imperatives to deliver hyper-personalization in your contact
center interactions.
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HOW TO MAKE YOUR PHONE CALLS PROSPER IN A WORLD OF SCAMMERS AND SPAM BLOCKERS
June 16, 2021
Reaching customers over the phone is hard. Legitimate business calls are
battling for attention with waves of scam and spam calls also trying to reach
the same people. Fortunately, there are practices that can help ensure you get
the most out of your calling efforts.
Join a leading industry expert on UC security and subject matter experts from
call spam and identification service Hiya, for an in-depth discussion.
You will learn:
* How the illegal caller industry operates
* How spam detection services work
* Ways to make sure your calls aren’t flagged as spam
* And ways to make sure your call recipients don’t think the call is spam
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HOW INTEGRATING UC AND CC CREATES BETTER CUSTOMER JOURNEYS
June 2, 2021
Integrating your contact center with your UC can help break down the walls
between the contact center and the business, to create seamless customer
experience.
In this webinar, leading industry analyst Blair Pleasant joins Andy Dignan, SVP
of Global Partners and Services at Five9, to help you deliver this alignment to
ensure positive customer journeys.
You will learn:
* The importance of providing a frictionless integration between contact center
and UC platforms
* How a seamless UC integration can improve the customer experience
* Why enterprises must adopt a contact center and UC integration
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5 WAYS 5G WILL CHANGE UCAAS
May 19, 2021
5G is poised to massively impact how businesses operate, providing as much as
100 times more bandwidth than 4G and supporting millions of devices per square
mile. For industries such as UCaaS, this change is particularly exciting.
In this webinar, DJ Gillit of Dialpad and Dave Michels of TalkingPointz analyst
firm will discuss the significant impact 5G will have on the UCaaS industry.
You will learn:
* Why 5G ends the mobile-first debate
* How collaboration will improve
* What an always-connected world will look like
* How 5G will accelerate digital transformation
* How the traditional workday will be obliterated by 5G
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30 MINUTE TUTORIAL: EVALUATING TELECOM OPTIONS IN MICROSOFT TEAMS
May 5, 2021
As Microsoft Teams gains adoption among large enterprises, the options to bring
communications and telephony functions to Teams continue to grow, and now
include:
• OPERATOR CONNECT
• DIRECT ROUTING
• CALLING PLANS
In this webinar, a leading analyst will help you assess your options and
understand which might be best for your enterprise.
You will learn:
• The different telephony options with Microsoft Teams
• The major differences between Microsoft Calling Plans, Direct Routing, and
Operator Connect
• Anticipated advantages for the Operator Connect method, specifically
• Ideal use cases for each method of PSTN access
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KEEPING EMPLOYEES SAFE & INFORMED AT THE OFFICE—BEYOND THE VIRUS
April 21, 2021
Post-COVID office safety isn’t just about cleaning and distancing; it’s about
having all the systems in place to keep employees informed in case of any
emergency or dangerous situation—from active shooter to weather emergencies.
It’s not optional, either; you have a legal “duty of care” to make your
workplaces as safe as possible. In this webinar, a leading analyst will help you
learn what’s required and how best for you to meet those requirements.
You will learn:
* What “duty of care” means, and what you need to do to fulfill this standard
* How to use communications technologies to “harden the perimeter” of your
facilities as well as provide comprehensive notification capabilities for use
in emergencies
* How to plan a strategy for office safety across all your employees’ devices
and applications using an end-to-end incident management and mass
notification solution to eliminate gaps in protection
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HOW VIDEO CREATES THE HUMAN-CENTRIC CONTACT CENTER
March 23, 2021
Video can provide the customer experience that gives your enterprise an edge
against competitors, especially in situations where a high degree of trust and
human interaction are required. Especially in the wake of the pandemic, these
qualities will be more in demand than ever, which is why video is poised to play
a larger role in contact centers in the next 12-18 months. In this webinar, a
leading industry analyst will present data and insights on video’s role and
future in the contact center.
You will learn:
* When video is most effective in contact center interactions
* The role video can play in an omnichannel contact center
* How to ensure security and quality of service in a video customer experience
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INNOVATE YOUR CONTACT CENTER WITH YOUR CURRENT PLATFORM
March 11, 2021
Despite growth in CCaaS offerings, many enterprises—especially the largest—still
rely on highly-customized premises-based deployments. If you aren’t in a
position to forklift-upgrade to cloud, you still need to keep up with CCaaS-led
feature/function innovations. In this webinar, the industry’s leading contact
center analyst will provide a perspective on the pace of large enterprises’
migration to the cloud, and what features/functions are most critical for
innovation.
You will learn:
* The leading innovations driving the contact center market
* How you can drive innovation with your existing contact center solution for
years to come
* How to enable WFH agents simply and securely
* How to add click-to-call, virtual agents, conversational IVRs, agent
assistants, and other great features
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TO HOST OR NOT TO HOST?... YOUR SBC FOR MICROSOFT TEAMS DIRECT ROUTING
February 10, 2021
If your enterprise plans to use Direct Routing to bring your own carrier into
Microsoft Teams, you’ll need to use a Microsoft certified Session Border
Controller (SBC). But instead of buying more CPE, it may make sense to use a
hosted SBC. In this webinar our experts will discuss the case for, and against,
hosting your SBC.
You will learn:
* Why organizations are moving away from managing their own SBCs
* Why organization might resist giving up control of their SBCs
* Pros and Cons of hosting
* The different options that exist in the market today for hosted or SBC as a
Service
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WHY COMMUNICATIONS SECURITY IS MORE IMPORTANT THAN EVER: WHAT YOU NEED TO KNOW
NOW
January 27, 2021
With the majority of employees now working from home due to the pandemic, IT and
business leaders must strengthen their efforts in securing against breaches,
fraud, and other harms that can stem from this new reality.
In this webinar, we’ll look at how communications services have transformed,
what to expect going forward, and how to best protect your real-time business
processes and sensitive data for the future.
You will learn:
* Emerging threats to your business’s communications and how those threats are
evolving
* The increasing challenge of protecting your communications networks’ expanded
surface area due to cloud adoption and the remote workforce
* Why now is the best time to assess and recalibrate your communications
security strategy
* How IT, security, and business leaders can proactively protect communications
to ensure resilience, governance, and compliance while minimizing risk
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BEYOND BOTS: HOW AI IS DRIVING AGENT PRODUCTIVITY AND SERVICE QUALITY
January 13, 2021
Contact centers have seen record traffic since the pandemic hit, stretching
agent workforces to their limits. To handle more traffic and make your agents
more productive, you need an AI strategy.
In this webinar, the contact center industry’s leading analyst will discuss the
AI-driven features and functions that generate the greatest productivity gains
for agents. She’ll be joined by a representative from a CCaS provider that’s
leading the way in deploying AI capabilities for the contact center.
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SIP TRUNKING: WHAT PROVIDER IS BEST FOR YOU?
December 16, 2020
Choosing a SIP Trunking provider is not a straightforward decision. The market
has a plethora of providers offering innovative services. In general these
providers break down into Telcos and Cloud providers. Each approach carries its
own implications, so how do you choose?
Choosing a SIP Trunking provider is not a straightforward decision. The market
has a plethora of providers offering innovative services. In general these
providers break down into Telcos and Cloud providers. Each approach carries its
own implications, so how do you choose?
Join us for the webinar SIP Trunking - Demystifying Cloud vs Telco Providers for
tips on how to make this decision.
In this webinar you will get:
* An unbiased view of the SIP Trunking market and landscape by industry analyst
Diane Myers of Omdia
* What makes the Cloud and Telco providers different
* Criteria you can apply to compare the Cloud vs Telco
* Q&A with industry experts
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CRASH COURSE: GET UP TO SPEED ON E911 & STIR/SHAKEN COMPLIANCE
December 2, 2020
New regulations around 911 are about to take effect, and many enterprises still
need to solve for the dispatchable location requirements in RAY BAUM’s ACT.
Meanwhile, service providers need to comply with STIR/SHAKEN rules designed to
reduce robocalling and illegal phone number spoofing.
In this webinar, Bandwidth’s experts will help you grapple with both of these
complex and often misunderstood topics. You’ll gain insights into the solutions
that can help you meet these challenges in 2021 and beyond.
You’ll learn:
* How E911 regulations will impact your enterprise over the next 13 months
* STIR/SHAKEN: what it is, what it isn’t, and who’s responsible for
implementing it
* Dynamic/nomadic E911 options that can help you meet RAY BAUM’s Act
requirements (including Microsoft Teams, Zoom Phone, and more)
* How the industry is responding to enterprises with legitimate spoofing use
cases
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THE MICROSOFT TEAMS MAP TO SUCCESS, A BUSINESS LEADER’S JOURNEY TO VOICE
TRANSFORMATION
November 18, 2020
The next step for your enterprise’s Microsoft Teams deployment is likely to be
transitioning telephony from your legacy PBX to Teams Direct Routing. But since
every legacy telephony environment is different, every Teams telephony migration
will be different.
In this workshop, one of the industry’s leading experts on Teams will address
managed service solutions; how to resolve real-world scenarios for global scale;
multi-vendor integration; site resiliency; and flexibility.
You will learn:
* How to plan your migration to Teams for voice
* The challenges that real-world enterprises have encountered, and how they
overcame these pitfalls
* How to evaluate whether a managed service is the best approach for your Teams
voice transition
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BE READY FOR ANYTHING: 3 TIPS TO BUILD AGILITY INTO YOUR CONTACT CENTER
November 4, 2020
In the wake of the pandemic, contact centers have had a new opportunity to
reflect, reassess and rethink the way we do business, to better prepare us for
what is coming next. Creating this built-in adaptability prepares you and your
team to be ready to drive agility and performance; conquer surprise disruptions;
and capitalize on new opportunities.
In this webinar, you will learn:
* What strategies you can apply to build a productive and engaged distributed
workforce
* How to leverage tools and techniques to detect and act on early warnings
* How to be flexible enough to handle demand swings
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30 MIN TUTORIAL: CONFIGURING DIRECT ROUTING FOR MICROSOFT TEAMS
October 21, 2020
You’ve heard all about the high level benefits of Direct Routing, so let’s cut
to the chase and see how setting it up actually works. Join our subject matter
experts as they demo the configuration process.
You’ll have a chance to pepper them with all your technical questions in real
time. In this webinar you can watch and learn OR do and learn as we:
* Configure a Ribbon SWe Session Border Controller in Azure for Direct Routing
and Dynamic E911
* Set-up Bandwidth SIP Trunking and Dynamic Location Routing for Teams
* Take live Q&A with our experts
Plan on attending live for a chance to win a Yeti Tundra Cooler! We’ll draw one
winner from attendees at the end of the session.
*(Must be present to win. Government employees are not eligible. Yeti is not
associated with this contest.)
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NAVIGATING THE NEW, DIGITAL-FIRST CUSTOMER EXPERIENCE
October 7, 2020
The transition to digital-first, omnichannel service is crucial for enterprises
to deliver the fast and friction-free experience customers now demand.
Join Mila D’Antonio, Principal Analyst, Customer Engagement at Omdia, and Vit
Horky, Senior Director Digital Experience at NICE inContact, as they discuss how
businesses can successfully and proactively serve “always-connected” customers.
This webinar will show you how to implement omnichannel customer engagement, and
keep the momentum going with proven methods for innovating seamless
digital-first CX.
You will learn how to:
* Invest in intelligent digital assistants and emerging tech to eliminate
friction from CX
* Create a data-driven organization to connect the dots along the enterprise
* Develop a strategy and digital-literate workplace to align objectives with
digital transformation
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MICROSOFT TEAMS PHONE SYSTEM – GETTING CONNECTED WITH DIRECT ROUTING
September 23, 2020
Microsoft Teams Direct Routing allows to use their own session border controller
and SIP trunking provider when adopting Microsoft Teams Phone System. This
approach can reduce costs, improve flexibility, and ensure a seamless, minimally
disruptive migration to Teams.
This webinar, featuring Irwin Lazar of Nemertes Research and Greg Zweig of
Ribbon, will help IT and telecom staff understand Microsoft Teams Direct
Routing.
You will learn:
* What Microsoft Office 365 licenses are required to use Microsoft Phone
System?
* How are your peer organizations using Teams?
* What are the economics of connecting dial tone to Teams?
* How to implement Direct Routing?
* and much more
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DELIVERING ON THE DIGITAL URGENCY FOR CUSTOMER SERVICE IN THE PANDEMIC ERA AND
BEYOND
September 9, 2020
Consumers have gone digital in a hurry in the pandemic era with younger
demographics pushing to do more with digital and older demographics, especially
driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has
become “digital now or die” for businesses with full or partial lockdowns and a
cloud of economic uncertainty hanging over their heads. This has catapulted
digital transformation of customer service and engagement back to the top of the
executive agenda. How can contact centers deliver on this new, urgent
imperative?
Register for upcoming webinar with Sheila McGee-Smith, President and Principal
Analyst of McGee-Smith Analytics, and Sam Hahn, Technology Evangelist for eGain
Corporation, to find out. The webinar will also feature a demo of a next-gen
customer journey across digital and voice touchpoints, guided by AI and
knowledge management.
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ACCELERATING ACTIONABLE AI IN THE CONTACT CENTER
August 26, 2020
The current environment is driving accelerated rollouts of AI in contact
centers, to deal with urgent new demands. And organizations are finding they can
implement AI and see measurable benefits much more quickly than they thought,
with some implementations going live in as little as 15 days.
In this webinar, the industry’s leading contact center analyst will discuss AI
in the contact center with leaders from Genesys and Google Cloud. You’ll learn
about case studies and how AI-driven analytics can help contact centers better
understand their customers’ journeys and plan accordingly. You’ll also gain
insight into the ways in which the current disruptions may drive longer-term
trends.
You will learn:
* What near-term challenges your contact center may be able to address with AI
* How to make sure your short-term AI implementation meets your goals
* How private and public sector contact centers addressed recent disruptions by
implementing AI quickly and effectively
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MAKING VOICE MIGRATION SIMPLE: A MANAGED SERVICE FOR MICROSOFT TEAMS
August 12, 2020
Microsoft Teams is the fastest growing app in Microsoft history, and many
enterprises want to use Teams as their telephony client.
Join AudioCodes and ScanSource to learn how Unified Communications as a Service
(UCaaS) provides a simple route to voice-enabling Microsoft Teams. This
informative session will be led by consultant Brent Kelly of KelCor, a leading
expert on Teams feature/functionality.
You will learn:
* The benefits of voice-enabling Teams
* The benefits of using a UCaaS model to voice-enable Teams
* Why a managed service may make sense for your Teams voice implementation
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REINVENTING THE WFH ENVIRONMENT - OPTIMIZING THE SUPERVISOR & AGENT EXPERIENCE
July 29, 2020
Contact centers must reinvent agents’ work-from-home experience in order to
successfully navigate the new customer service landscape. Supervisors must be
equipped with the right contact center tools, not only to overcome common
work-from-home challenges, but to also optimize agent engagement and
performance.
Join Robin Gareiss, President & Founder of Nemertes Research and Peter
Milligan, Sr. Manager of Portfolio Marketing at Five9, as they share the latest
research regarding companies moving to a remote workforce and discuss best
practices that will help your contact center employees overcome remote work
challenges and empower agents to continue delivering exceptional customer
experiences.
You will learn:
* The largest challenges that remote agents have encountered in working from
home, and how to address these
* Features and functions within contact center systems that can help improve
the agent experience and thus provide better customer experience
* Best practices for supervisors to best manage their remote agents
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WHY YOU NEED TO ADD DIAL TONE (AKA DIRECT ROUTING) TO MICROSOFT TEAMS
July 14, 2020
IT organizations are under tremendous pressure to cut costs, so using Microsoft
Teams as the office phone system has the potential to eliminate dedicated PBX
hardware and expensive service contracts. Now that many enterprises have seen
Teams use accelerate due to the increase in remote work, organizations may be
ready to use Teams to make and receive business phone calls.
In this webinar, we will discuss best practices and lessons learned from several
organizations that have already moved to Teams for phone calls. Leading
Microsoft Teams expert Kevin Kieller will help you understand the feasibility of
adding dial tone to your Microsoft Teams implementation, addressing key issues
including:
* What phone system features can Microsoft Teams deliver?
* Direct Routing: Is it different from SIP Trunks?
* What is a Microsoft Certified SBC and why is one required?
* What Microsoft Office 365 licenses are required to use Direct Routing?
* Do you need Teams phones?
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WHY VIDEOCONFERENCE RECORDINGS MAY BE YOUR NEXT BIG SECURITY RISK
July 1, 2020
As use of videoconferencing increases, many individuals are recording their
meetings, which they then download and share through public services like
Dropbox and Youtube, neither of which may meet organizational security and
privacy standards.
In this webinar, we’ll explore this growing security issue and share insights on
how to manage and get ahead of it.
You will learn:
* Why more employees are unknowingly creating this growing security issue
* Why video conferencing solutions are not designed to address this issue
* Steps you need to take now, and what will be required to address it
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SALESFORCE: OPTIMIZING THE AGENT EXPERIENCE FROM ANYWHERE
June 3, 2020
Improving your contact center agents’ experience is critical to keeping them
performing at top levels—which benefits them and your customers. One key way to
help your agents is by integrating your CRM more tightly with the agent desktop.
In this webinar, you’ll hear about how you can make your agents more productive
and satisfied by providing them with more functional tools for doing their jobs,
whether from home or the contact center.
You will learn:
* The state of integrations between CRM and contact center systems
* How tighter integration between these systems can benefit agents and enhance
productivity
* Tools for helping agents work effectively from home
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E911 SUPPORT FOR MICROSOFT TEAMS IN THE ENTERPRISE AND BEYOND
May 20, 2020
With remote working on the rise, enterprises are seeing the immediate benefits
of moving their communications deployments to the cloud with Microsoft Teams and
giving users access to a wide range of UC capabilities, including Microsoft’s
latest Dynamic E911 feature. One of the most important functionalities, however,
is the ability to route a user’s 911 call to the appropriate Public Safety
Answering Point.
Join this webinar to hear about the drive to Microsoft Teams adoption and the
challenges around E911 enterprises face when moving to the cloud.
You will learn about:
• Dynamic E911, and how Intrado’s E911 solution complements Teams with Direct
Routing
• Meeting E911 regulations with Teams
• E911 support available for teleworkers
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THE FIRST TABLETOP DEVICE THAT BRINGS EVERYONE TO THE TABLE
May 6, 2020
Join Enterprise Connect and Crestron for an extraordinary launch of an
extraordinary product- The Crestron Flex MX. Don’t let looks deceive you, this
is not the Flex M-Series you know.
This live reveal will showcase what makes this tabletop conferencing device one
of a kind. Hear leading industry analysts discuss the new features making Flex
MX the most collaborative device ever!
Don’t miss your chance to get your seat at the table when Crestron pops the hood
on - the all new Flex MX.
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VIRTUALIZE YOUR CONTACT CENTER OVERNIGHT AND GET AHEAD OF NEW MOBILE WORKFORCE
CHALLENGES
April 22, 2020
Contact centers are finding themselves having to adapt to the current situation,
moving agents to a work-from-home model as quickly as they can. But just how
fast can businesses respond to this challenge?
In this webinar, analysts Robin Gareiss and Irwin Lazar of Nemertes Research
will present survey findings and analysis showing how contact center agent
workforces are moving to a virtualized model, and how enterprises can accelerate
this effort. They’ll be joined by subject matter experts from AWS, who will
describe ways that the Amazon Connect service streamlines the process.
You will learn:
* How contact center workforce model is quickly adopting new remote tactics and
strategies
* How to use Amazon Connect to accelerate and improve the transition to a
remote-agent model
* How to deal with the new challenges that arise when agents move quickly from
the contact center environment, to home work—including provisioning,
troubleshooting, and training
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HOW VIRTUAL AGENTS CAN PROVIDE MORE HANDS ON DECK WHEN YOU NEED THEM MOST
April 8, 2020
Recent events have demonstrated the importance of being able to serve and
support your customers no matter what. Whether service requests are surging, or
a crisis restructures your workforce operations, “being there” for your
customers means being everywhere for them - all the time.
Intelligent Virtual Agents (IVAs) are automated self-service applications that
can help any type of business remain responsive and reliable when customers need
them most. Join this webinar for a discussion about how to use IVAs to quickly
scale your self-service support across both voice and digital touchpoints to
better serve customers where they are.
You will learn:
* Best practices for launching omni-channel IVA applications
* How “do-it-yourself” solutions can help you reduce development time and PS
costs
* How to use omni-channel IVAs to scale for service demand or workforce
disruption
* How to quickly and easily deploy an FAQ application to handle a surge in
questions
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ALTERNATIVE PATHS TO CLOUD CONTACT CENTER
March 25, 2020
As we enter a new decade, many companies are looking to replace the premises
UC/CC systems they are running with similarly integrated UCaaS/CCaaS solutions.
Other companies are separating their enterprise communications decisions from
those relating to the contact center – even if they were both combined on
premises in the past.
In this webinar, Sheila McGee-Smith, the leading contact center analyst and
chair of Enterprise Connect’s contact center track, will give a strategic,
insightful look at some of the trends and issues behind moving contact centers
to the cloud.
You will learn:
* The pros and cons of different strategies for migrating your contact center
to the cloud
* The advantages and disadvantages of cloud for enterprises that have a
combined UC+CC strategy, versus those who separate the two elements
* What the market as a whole looks like for the cloud migration
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SECURITY IN THE CLOUD: SAFEGUARDING YOUR BUSINESS COMMS IN 2020
March 11, 2020
A new generation of cyberthreats is arising to threaten your enterprise
communications. That’s why you must get ahead of the curve on communications
cybersecurity. In this webinar, security experts Matt Brown of Voxbone and
consultant Sorell Slaymaker of TechVision Research will help you understand the
latest and most pressing questions in communications security, and ensure that
your business is well armed to face the threats of tomorrow.
You will learn:
* How cyberthreats specifically endanger enterprise communications
* How to guard against these threats
* What makes enterprise communications unique as a security challenge
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WHY YOU SHOULD MIGRATE YOUR CONTACT CENTER TO THE CLOUD
February 26, 2020
Migrating to the cloud is a critical step in keeping your contact center
competitive in a world where customer service demands are evolving and getting
more competitive all the time. As the demands for automation and constant
improvement grow, cloud-based contact centers become an increasingly important
solution for your enterprise.
Join Robin Gareiss, founder and president of Nemertes Research, and Derek Adams,
Senior Product Marketing Director at Genesys, to learn more about why you should
be migrating to the cloud and what migration looks like for your on-premises
contact center.
You will learn:
* The top benefits of a cloud contact center migration
* Key steps in planning your migration
* How a cloud migration positions your contact center for the future of
customer service
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E911 AND MICROSOFT TEAMS: SUCCESS PLANNING WITH THE PROS
February 12, 2020
Organizations considering the calling options and features provided by Microsoft
Teams must also consider the impact of E911 and other public safety laws and
regulations.
In this lively discussion, analyst and E911 expert Irwin Lazar of Nemertes
Research will join a representative of Bandwidth to discuss successful E911
approaches for enterprises deploying Microsoft Teams.
You will learn:
• Enterprise E911 readiness benchmark data and findings
• Best practices to help ensure compliance and a more reliable 911 call
experience
• The requirements for Kari’s Law and RAY BAUM’s Act
• Provisioning and managing location information for dynamic routing
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MACHINE LEARNING AND NATURAL LANGUAGE PROCESSING COMING TO LIFE IN THE CONTACT
CENTER
January 29, 2020
Machine Learning (ML) and Natural Language Processing (NLP) aren’t just
futuristic technologies; their potential is beginning to be realized today in
contact centers to drive better customer service.
Join us for an Enterprise Connect webinar in which leading industry analyst
Sheila McGee-Smith and Yasser El-Haggan of Amazon Connect describe how your
enterprise can start taking advantage of these capabilities today.
You will learn:
* What ML and NLP capabilities are being deployed today in the contact center
* What impact these capabilities have on key contact center metrics and
practices
* How your contact center can start leveraging AI and ML
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BEYOND VIDEO CONFERENCING: SHOULD YOU RECORD EVERY MEETING?
January 15, 2020
As your video conferencing estate grows, so does your video content, creating a
new set of opportunities and potential needs—from making meeting content
securely shareable and searchable to satisfying potential new compliance
requirements. This webinar will show you why enterprises should consider making
meeting recordings a standard part of your strategic plan.
You will learn:
* What’s required for recording meetings and why organizations embrace it
* How meeting recordings increase productivity, meet regulatory requirements,
and serve to indicate meeting quality
* Best practices for encouraging meeting recordings, as well as planning for
integration, security, and long-term management of meeting recordings
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3 PILLARS OF CLOUD: APPLICATIONS, DATA, INFRASTRUCTURE
December 12, 2019
Cloud is a big, complicated and fast-evolving area of contact center technology,
but you can keep up by learning the basics and best practices around three
critical areas: Applications, Data, and Infrastructure.
Join Sheila McGee-Smith and Randolph Carter for an animated conversation that
breaks down cloud into the three concepts that matter most as we move forward in
this accelerating world.
You will learn:
* The key issues around Applications, particularly as relates to both cloud
microservices architectures as well as new AI capabilities
* The challenges relating to Data: standards, systems, and integrations
* How to plan for next-generation Infrastructure: communications channels,
migration tools, and change management
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CONTACT CENTER AI: FIRESIDE CHAT
November 25, 2019
Google announced in July 2018 that it would build contact center-specific
artificial intelligence solutions, working with contact center software
partners. Since then, the market has been hungry for information on what
capabilities are being designed, what partners Google is working with, and how
customers are deploying the new contact center AI solutions. This webinar will
help you understand Google’s offering, and how it affects the contact center
market—and your enterprise.
Sheila McGee-Smith, the leading contact center industry analyst, will join
Google representatives to help you learn:
* What has made AI the hottest technology for contact centers now
* What Google Contact Center AI is and how to deploy it
* How low-code/no-code design allows Google Conversational AI to be run and
maintained by contact center management
* What real world contact center use cases have emerged in the 18 months since
Google Contact Center AI was announced
Sign up now for this unique inside look at one of the contact center industry’s
most important developments.
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HOW TO BECOME A UC ADOPTION ROCKSTAR
November 13, 2019
As enterprise migration to Unified Communications as a Service (UCaaS) services
grows, user adoption becomes a critical challenge. Without strong adoption,
companies miss the opportunity for UCaaS to drive real innovation for their work
environments—because it doesn’t have the chance to take root within the
organization. Technology decision-makers can buy the most innovative technology
on the market and advocate for digital transformation all they want, but if
their employees fail to use it, the benefit of the investment is lost entirely.
Join this webinar to learn more about how to break the “business as usual” cycle
of technology onboarding, drive adoption throughout your organization, and
become an adoption rockstar.
In this webinar you will learn:
* Best practices for driving adoption of communication technology across the
modern digital workforce.
* How UC solutions provide more value than siloed, individual communications
tools.
* How communications data can be powerfully leveraged to better understand user
behavior and areas for improvement when driving company-wide adoption.
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PROVING THE VALUE OF A COLLABORATIVE APPROACH TO YOUR CONTACT CENTER
October 30, 2019
To provide the level of service today’s customers demand, contact center agents
must have immediate access to the information they need to resolve issues
quickly. This means empowering agents with collaborative tools for quick access
to experts and information. Only when an enterprise makes the leap from a
traditional to a truly collaborative and next-generation contact center is it
ready for the digital future.
This information-packed webinar will feature insight from contact center experts
plus findings of recently completed Enterprise Connect Research highlighting
interaction channel expectations, the benefits of increasing collaboration
within the contact center, and how chatbots factor in the mix.
You’ll learn:
* Why contact center investments are so important to the overall business
* How to balance a mix of channels, including voice and self-service, in your
contact center
* What comprises a collaborative contact center — and how your organization can
benefit
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PRODUCTIVITY IN THE WORKPLACE: EYEING CLOUD COMMUNICATIONS
October 16, 2019
Technological advancements, an increasingly distributed workforce, and evolving
employee requirements are driving fundamental changes to the workplace. Many of
the new technology tools and approaches offer enterprises huge productivity
gains.
But leveraging the new technology to capture the gains will very likely require
enterprises to adopt cloud-based technologies in order to be agile enough to
move quickly from legacy systems and keep up with ever-evolving systems.
In this webinar, you will learn how:
* The increasingly distributed and remote workforce influences employee
productivity
* Effective communications systems can create value in helping teams stay
connected and productive
* To apply best practices that promote technology adoption with your
organization and reduce risk
Register Now!
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ZEROING IN ON SECURITY FOR COLLABORATION
October 2, 2019
How do you balance the need for your employees to collaborate effectively with
the need to protect your organization’s intellectual property while meeting
stringent compliance and privacy regulations? You need modern messaging-based
collaboration tools, but with the number of UC&C infrastructure vulnerabilities
that exist in your organization’s network today, the focus needs to be on taking
a special approach to security.
With security that includes zero-trust architecture, distributed security
certificate management, and multi-factor authentication, you’ll enable your
security administrators to set policies to control data access based on time and
location -- a capability that’s especially vital in today’s mobile-first world.
In this webinar, hear from security expert Sorell Slaymaker and Hotshot CEO
Aaron Turner on how your enterprise or government agency should be thinking
about security, privacy, and compliance as relates to your cloud collaboration
solution. Register to learn:
* How to approach segmentation and analysis of UC&C workstreams and security
requirements
* How digital identification capabilities can ensure access for trusted
individuals
* Why data control based on time and location is important
Register now!
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CONQUERING TOLL FRAUD WITH ANALYTICS
September 18, 2019
Did you know that telecommunications fraud loss amounted to an estimated $29
billion in 2017?
Whether you know it or not, it’s quite likely that bad actors have already
tried, or are still trying, to gain access to your unified communications
infrastructure so they can fraudulently exploit your resources. Or even worse,
attackers could be targeting your UC infrastructure as a way to gain access and
inflict damage elsewhere across your enterprise. Don’t be caught off-guard! With
the potential for malicious attacks via SIP and VoIP, is your current security
solution capable of monitoring, detecting, and mitigating these types of
fraudulent attacks?
Join us for this upcoming webinar to hear real-life examples of fraudulent
attempts to help prepare your organization to avoid mounting losses and a
tarnished reputation.
You’ll learn:
* Why analytics is key for successful fraud detection and mitigation
* How analytics can help you model baseline network behavior
* Best practices to prevent fraud and eliminate costly losses
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SAVE MONEY AND DELIVER RESULTS WITH SIP
September 5, 2019
It’s pretty well understood that SIP trunking is a more scalable and
cost-effective solution than TDM and PRI -- making this transition can help you
cut costs and free up end of year budget. But if you’re currently evaluating or
in the process of updating your communications infrastructure to SIP, how do you
justify the resources you need and plan for a pain-free transition?
Join us for this webinar to dive into the SIP transition process and learn best
practices for justifying, planning, and migrating your telecom infrastructure
from POTS to SIP.
We’ll discuss:
* How to make the business case for SIP
* Technology and provider considerations for a SIP migration
* Best practices for planning, testing, and monitoring your transition
* The “gotchas” of maintaining a compliant 911 solution
* How you can measure your success
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5 CRITICAL CX PITFALLS TO AVOID
August 21, 2019
Quality customer experience (CX) is a must fo
In this webinar, you’ll learn about the top CX pitfalls to avoid:
* Not having an omnichannel strategy
* Neglecting to use call center analytics
* Lacking agent support
* Failing to establish a customer care culture
* Not fulfilling the customer feedback loop
With the right CX strategy in place, your organization can avoid these common CX
stumbling blocks, empowering your agents, increasing customer loyalty, and
exceeding your KPIs.
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DESIGNING CUSTOMER EXPERIENCE FOR SCALABILITY AND AGILITY
August 7, 2019
As businesses ramp up for back to school season, how contact centers handle
these spikes in activity has traditionally meant engineering for peak demand and
hiring seasonal employees who may or may not be skilled for the rigors of the
busiest time of the year. Today, however, you have an arsenal of tools to help
you deliver digitally transformed customer care that can scale with your
business.
Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith
for a look at how your business can design your customer experiences to be ready
for the scalability and flexibility required by seasonal business demands and
both expected and unexpected traffic spikes. She’ll discuss:
* New rules for capacity scalability
* Managing and training work-from-home agents
* The role Artificial Intelligence can play in designing for flexibility
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TAKING THE SHORTEST PATH TO SECURE MICROSOFT TEAMS CALLING
July 24, 2019
Mid-sized and large organizations deploying Microsoft Teams with calling need a
secure, scalable, and economic way to use their existing carrier contracts for
PSTN connectivity. This involves deploying a Microsoft-certified session border
controller (SBC) in the call path, which serves as a point of demarcation
between your business and the cloud. With the right SBC solution, you can use
your carrier PSTN trunks with Teams while at the same time securing your users
from nefarious hackers attempting to infiltrate your systems for personal gain.
Microsoft now allows companies using Microsoft Teams for PSTN calling to deploy
an SBC in the same Azure cloud where Teams itself runs. Deploying in the Azure
cloud increases the quality of your voice communications by providing a shorter
path to Teams Phone System. Plus, it’s convenient because you can order your
Azure-based SBC right in the Microsoft Azure Marketplace.
Brent Kelly, of KelCor, has long been leading one of the most popular Enterprise
Connect sessions on transitioning to Microsoft’s cloud communications platform.
Join him as he engages with Dwight Morse, of Ribbon Communications, on best
practices when moving to Microsoft Teams calling.
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AI IN THE CONTACT CENTER: BALANCING AUTOMATION AND THE HUMAN TOUCH
July 10, 2019
In the customer experience (CX) era, businesses that are able to create an
experience that delights become market leaders, while those that fail to do so
lag behind and struggle to survive. For most enterprises, CX starts in the
contact center, but providing a differentiated customer experience is about more
than just having well-trained agents -- it’s about delivering personalized,
contextual interactions while reducing the burden on the customer. And doing so
while maximizing operational efficiency and minimizing costs. This has led to a
flurry of activity in the contact center space around incorporating artificial
intelligence (AI) into feature sets.
In this webinar, Zeus Kerravala, of ZK Research, and Steve Bell, of Talkdesk,
will discuss how companies should be thinking about AI as it relates to their
contact center strategies. They’ll cover:
* How AI improves the contact center and impacts customer experience
* Risks and pitfalls to avoid when leveraging AI and automation in customer
interactions
* The role of the human agent and how to strike the right balance
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EXTENDING THE VALUE OF VIDEO MEETINGS WITH AI
June 19, 2019
Extending the Value of Video Meetings with AI
Video has become the way of modern meetings. But far too often, when the meeting
ends, the value also ends. The content either disappears (because it was not
recorded) or is not accessible to those who need it. Manual video archiving can
help, but it’s time-consuming and the sheer volume of archived content can still
make it challenging to find the information you need, when you need it.
Artificial intelligence (AI) has emerged as an automatic and painless way to add
long-tail value to your meetings. Using AI-based capabilities like speech
detection, closed captioning, and automatic indexing, your enterprise can turn
every meeting into a source of key information and insight -- all without adding
additional burden or work.
Join us for this webinar with video and AV expert Ira Weinstein, of Recon
Research, and Chris Zaloumis, Senior Director of Enterprise Video Offerings, of
IBM Watson Media. You will learn how you can:
* Apply AI to video meetings for long-tail value
* Leverage capabilities like speech detection, closed captioning, and automatic
indexing
* Build an AI-driven data library of searchable content
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EVOLVING SIP TRUNKING IN THE CLOUD AGE: BEST PRACTICES FOR SUCCESS
June 4, 2019
SIP trunking is now the de-facto standard for connecting on-premises phone
systems to the PSTN, but as organizations transition to cloud, how should they
migrate their SIP trunking services to ensure maximum flexibility, security, and
performance while minimizing cost? In this webinar, we’ll share the trends
driving SIP trunking evolution and provide best practices for successfully
embracing the cloud.
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NEW SOLUTIONS FOR OLD PROBLEMS: DRIVING GROWTH FROM THE CONTACT CENTER
May 22, 2019
Every year, revenue targets get higher while budgets are tightened. The contact
center is charged with driving business growth, even while agent attrition is on
the rise. Moreover, senior executives are demanding more analysis – faster –
than any contact center management team has the time to create.
These are age-old problems, but now there’s a host of proven new-age solutions!
Most of these new approaches and technologies center on one core idea: Turning
your customers into advocates.
Join contact center industry analyst Sheila McGee-Smith and NICE inContact
marketing expert Laura Bassett as they discuss how what’s new in contact center
can solve old problems, drive real improvements, and generate new revenue.
You’ll learn how:
* Analytics can help you provide delightful customer experiences in real time
* Investing in your agents benefits your customers
* Reducing customer effort can result in improved customer journeys
Better self-service options show your customers they’re valued.
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WHY IT’S TIME TO GO MOBILE-ONLY
May 8, 2019
If your company has yet to cut the cord and go mobile-only, now may be the
perfect time to make the move, as preferred business communications migrates
from premises-based systems to UC as a Service (UCaaS). Please join us on May
8th at 11am PT / 2pm ET to learn about the latest mobility trends in the
workforce, the value of mobile UCaaS, and why companies of all sizes should
consider evaluating this technology.
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3 WAYS TO SIMPLIFY YOUR CONTACT CENTER IN 2019
April 23, 2019
Customer experience has overtaken price and product as the top differentiator
between brands. Your customers don’t care about your internal contact center
metrics, either; they simply want fast, efficient service.
Join us to hear three ways to simplify your contact center, streamline
operations, and achieve your goals.
You’ll learn how to:
* Use technology to respond to changing conditions and unforeseen events
quickly
* Drastically reduce the agent learning curve and supply teams with the right
information at the right time
* Empower non-technical users to make administrative changes and monitor
performance
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CONNECTING 9-1-1 DURING CLOUD MIGRATIONS
April 10, 2019
There’s one aspect of a cloud migration you can’t afford to overlook: Access to
9-1-1. Maybe you’re in the middle of your migration and are worried about
breaking your 9-1-1 access, or you might even be holding onto legacy PRI or POTS
lines to support 9-1-1 post-migration.
In this webinar, Irwin Lazar, Vice President and Service Director at Nemertes
Research, and Lydia Runnels, VP of Product Strategy at Bandwidth will offer
practical advice and use cases.
You will learn:
* How cloud and UC migrations can break user access to local 9-1-1
* Strategies for updating your access to 9-1-1 that reduce costs and simplify
administration
* The importance of capturing user location at the time of a 9-1-1 call
* How NG911 will impact your 9-1-1 plans
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CLOUD CONTACT CENTER TAKEAWAYS FROM ENTERPRISE CONNECT!
March 27, 2019
2019 is a banner year for contact center, and that was reflected at Enterprise
Connect Orlando. Catch up on the biggest news from the biggest independent event
for enterprise communications, collaboration and contact center infrastructure.
Join Enterprise Connect Contact Center & Customer Experience track chair Sheila
McGee-Smith as she recaps the key contact center takeaways from this year’s
conference, including:
* How customers can best prepare for a migration to the cloud
* The ways in which the contact center has become the change agent for
enterprise digital transformation
* The short-term reality of artificial intelligence in customer care
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HOW SPEECH ANALYTICS, NLP, AND OTHER AI TECH IS CHANGING THE WAY WE WORK
March 13, 2019
Forward thinking enterprises are embracing cloud and AI-powered technologies,
because they promise to make employees more effective, improve customer
engagement, provide competitive insights, and boost sales. Your enterprise needs
to understand what speech analytics, natural language processing (NLP), and
other Artificial Intelligence (AI) technologies can do to transform the way your
employees and customers engage with you.
In this webinar you will learn:
1. The two trends that are shaping the future of business communications
2. Which key AI-based technologies are rapidly advancing voice communications
3. Real examples of how speech analytics, NLP, and other AI tech is
transforming how employees work in real-time
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SUPERCHARGE YOUR UNIFIED COMMUNICATIONS WITH CPAAS
February 27, 2019
Enterprises are increasingly able to leverage Communications Platform as a
Service (CPaaS) to work in tandem with existing Unified Communications (UC)
systems to drive efficiency, improve quality, and help reduce costs.
This webinar will explore different types of CPaaS providers, offer tips on
picking the right one for your needs, and discuss the benefits of a successful
marriage between your existing UC platform and the right CPaaS solution.
You will learn:
* The main types of CPaaS providers
* The biggest considerations when choosing a provider--from support, to API
functionality, to quality
* The role of CPaaS in a UC strategy
* Different ways to use CPaaS to supercharge your existing platform
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WHY AN INTEGRATED CONTACT CENTER IS CRITICAL FOR CUSTOMER EXPERIENCE
February 13, 2019
To provide the best customer experience, your contact center agents need access
to a set of tools that are fully integrated: Contact Center, CRM, WFO, and
UC/collaboration all working together.
This webinar will help you identify which integrated systems have the most
impact on agent performance, and how to make sure your solution is as efficient
and effective as possible to support amazing customer experiences.
You will learn:
• The challenges and opportunities of integrating CRM, UC&C, and WFO with your
contact center
• How the level of integration in your contact center directly affects the level
of customer service you can provide
• How to plan your migration as all of these systems move to the cloud
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MAXIMIZING THE SPEED OF BUSINESS: CASE STUDY OF GROWTH AND CUSTOMER ENGAGEMENT
January 30, 2019
How can you boost customer service and enable agility, productivity and
collaboration across employees to improve your bottom line? Learn how one
enterprise made it happen.
In this webinar, Kevin Dunn, CIO at US Retirement Partners will join Irwin
Lazar, VP at Nemertes Research for a deep dive on how to leverage a single
cloud-based voice, video, collaboration and contact center solutions. They
discuss how the move can drive quantifiable business value, operational
efficiency and customer engagement.
You will learn:
* Current state of the cloud communications market
* Implications of a siloed versus unified communications and contact center
* The real-world benefits of running a full IT stack in the cloud
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5 MUST HAVES FOR THE 2019 CALL CENTER
January 16, 2019
What are the latest innovations and proven principles for success with your call
center in 2019? Join this session to gain in-the-know insight from some of the
industry’s premier thought leaders on this year’s must haves. Join the leading
contact center analyst, Sheila McGee-Smith, as she teams with subject matter
experts for a fast-paced, productive discussion.
You will learn:
* How to cultivate an agent-first attitude
* The role AI will play
* How priorities around metrics are shifting
* Why CCaaS is becoming the de facto standard
* Why you can’t ignore Generation Z
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THE 3 KEY TECHNOLOGIES TO TRANSFORM CUSTOMER EXPERIENCE
December 5, 2018
Cloud, Omnichannel, and Analytics are the 3 key technologies for enterprises
seeking to transform the customer experience they deliver. But what exactly are
they and how will they achieve their potential?
In this expert-led webinar, Sebastián Menutti of Frost & Sullivan will provide
research data and in-depth analysis that will help you understand the
technologies that will drive the transformation of your contact center systems
and the customer experience that those systems deliver.
You will learn:
* The cost and feature/function advantages of cloud-based contact center
systems
* A detailed understanding of omnichannel technology, how it differs from
multichannel, and why it’s crucial to success with the new customer
experience
* What the next generation of analytics is capable of providing in terms of
insights into customer and agent behavior and trends
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EMPOWERING CONTACT CENTER AGENTS THROUGH BETTER ANALYTICS
November 20, 2018
More now than ever, contact centers are using performance and KPI results to
motivate and channel agent behavior. Examples include real-time analytics of
customer interactions, improved customer data analytics, and agent performance
analysis tools.
Join No Jitter, Five9, and Nemertes Research to learn how next-gen agent
analytics are tied to improving customer satisfaction and success, as well as
reducing agent turnover.
In this webinar, you will learn:
• What capabilities are enabling contact center agent engagement
• How to deploy these capabilities to improve the experience for both the agent
and the customer
• What the success metrics are for improved analytics
--------------------------------------------------------------------------------
MICROSOFT TEAMS; SECURING THE NETWORK EDGE
November 7, 2018
As Microsoft Teams grows in adoption, security will naturally become a more
critical factor. In this webinar, you will learn:
* How Oracle and Microsoft enable a seamless and faster migration from legacy
applications to cloud via Teams, reducing downtime and costs
* Why security and increased complexity from channel proliferation are amongst
IT leaders’ top concerns
* How the Oracle-Microsoft offering not only terminates sessions in a hosted
environment, but also allows for deployment options such as standalone,
on-prem, or cloud-based access in a multi-tenant environment
--------------------------------------------------------------------------------
STRATEGIES FOR SMARTER COLLABORATION AND CLEARER COMMUNICATION
October 24, 2018
With disparate workplaces and ever-expanding volumes of information to manage,
the challenges for collaborating effectively are only intensifying. Many
critical applications are not integrated, and workers often lack the seamless
user experience needed for real-time collaboration. You need to understand how
workstyles are changing, and what’s needed to properly support workers.
This webinar will examine:
• How key technology and workplace trends are impacting collaboration
• Strategies to help IT choose the right platforms – and the right
applications – to achieve the outcomes needed for today’s workplace
--------------------------------------------------------------------------------
SIP TRUNKING ENABLES GLOBAL SCALE—RAPIDLY AND COST-EFFECTIVELY
October 10, 2018
Businesses are growing across international borders quicker than ever, but
scaling operations to follow suit can be a harder, longer process.
This webinar focuses on scaling your next-generation telephony deployment,
identifying the challenges faced by businesses that wish to rapidly create a
local presence in new markets.
You'll hear about the benefits of creating global voice infrastructure that’s
secure, reliable and compliant, and some of the pitfalls to avoid, specifically:
* SIP trunk market overview and its benefits
* Challenges scaling with SIP trunks vs traditional carriers
* Tips to effectively build your global comms that ensure a great customer
experience with an infrastructure that's secure, reliable and compliant
* The future of SIP and how the business communications industry is evolving
--------------------------------------------------------------------------------
LIVE FROM IGNITE: HOW TO PLAN YOUR MICROSOFT UC&C JOURNEY’S NEXT STEPS
September 26, 2018
Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and
Polycom, for an update on Microsoft Ignite, and a focus on critical things you
need to know about your voice deployment on Teams and Skype for Business.
You will learn:
* How Microsoft’s latest announcements around the migration from Skype for
Business to Teams will affect your enterprise’s voice deployment
* What to ask your voice partners before making your buying decisions
* How to plan for the today and tomorrow of voice technology in a Microsoft
environment
--------------------------------------------------------------------------------
MAKE 9-1-1 WORK WITH YOUR CLOUD STRATEGY
August 29, 2018
Moving your voice services to the cloud introduces new challenges for 9-1-1
services. These include the need to serve multiple locations, and the increased
mobility that comes with having a phone that’s not tied to traditional wiring.
You’ll Learn:
• How to seamlessly integrate 9-1-1 with your VoIP solution
• Best practices when implementing 9-1-1 with your VoIP or Unified
Communications systems
• Your regulatory and compliance obligations
• How to evaluate different 9-1-1 options
--------------------------------------------------------------------------------
LAYING THE FOUNDATION FOR AI IN THE CONTACT CENTER
August 8, 2018
Artificial intelligence (AI) is becoming a reality for your contact center. But
to turn the promise of AI into practical reality, there are a couple of
prerequisites: Moving to the cloud and integrating your CRM with your contact
center.
In this webinar you will learn:
* How moving your contact center platform to the cloud opens up new AI-driven
features and functions
* Why CRM-contact center integration is critical to leveraging AI’s potential
* What AI-driven functionality is available in the near term, and what benefits
it provides
--------------------------------------------------------------------------------
SIP TRUNKING: WHAT CHANGES WITH NEXT-GEN SERVICES
June 20, 2018
Your enterprise may have adopted SIP Trunks, but are you up to date on how the
latest technology is driving evolution in approaches?
In this webinar, you’ll learn how the new generation of SIP Trunking services
work, what benefits they may offer your enterprise, and what you must do to
adopt them successfully.
You will learn:
* The state of the art in the SIP Trunking marketplace and technology
* How elastic SIP Trunk services work; what types of providers offer them; and
how they are priced
* How you can capture the benefits of elastic SIP Trunks, and where they should
fit in your long-term strategy for access services
--------------------------------------------------------------------------------
CISCO VS. MICROSOFT: NAVIGATING FAST-CHANGING UC ROADMAPS
June 6, 2018
The two largest strategic vendors—Cisco and Microsoft—have been busy making
changes to their enterprise communications roadmaps, incorporating collaboration
applications as fundamental components. Keeping up is a challenge and unanswered
questions are causing confusion and skepticism amongst IT leadership. In this
webinar, industry analyst Brent Kelly will update his Enterprise Connect 2018
“Cisco vs. Microsoft” presentation to provide insights at a strategic level,
incorporating the Cisco Webex rebranding and all the latest from Microsoft.
You will learn:
* How the recent Microsoft Skype-to-Teams and Cisco Spark-to-Webex transition
announcements will affect your enterprise communications planning
* Strategic directions that Cisco and Microsoft are taking across their
portfolios, including voice, video, and messaging applications
* How to evaluate new and existing UCC systems and make data driven decisions
that protect legacy investments and streamline end-user communications
--------------------------------------------------------------------------------
PUTTING CISCO WEBEX TEAMS AT THE CORE OF YOUR STRATEGY
May 23, 2018
If Cisco is a critical strategic supplier for you, then it’s vital for you to
understand the most recent announcements around Webex Teams, and how to build
your migration path for the next generation of video and anytime collaboration.
In this webinar, industry expert Zeus Kerravala will explain Cisco’s new
positioning and products for the Webex Teams portfolio, and how it affects your
migration plans. He’ll be joined by subject matter experts from Cisco and
CenturyLink.
You will learn:
* Cisco’s roadmap and plans for Webex Teams
* The innovative features and functions you can leverage by moving to Webex
Teams in the near term
* The advantages of a hosted Team Collaboration solution
--------------------------------------------------------------------------------
TRUE OMNICHANNEL: CREATING EFFORTLESS CUSTOMER JOURNEY ACROSS CHANNELS
April 25, 2018
Yesterday’s simple phone call to a contact center or business location is
rapidly becoming today’s interactive session, spanning multiple channels and
devices. If you need to know how Omnichannel can help you improve your customer
service, this webinar is for you. We will share research on how today’s
customers use channels, which channels they prefer, and how satisfied they are
with their service experiences. Also, an enterprise end user—Robert M. Caro of
Vivid Seats—will provide best practices and advice, and leading analyst Robin
Gareiss of Nemertes Research will share her valuable research and perspective on
technologies and channels that improve both customer and agent experience.
You will learn:
• An end user’s perspective on omnichannel best practices
• A leading analyst’s market research data on contact center channels
• Current customer attitudes and preferences in omnichannel
--------------------------------------------------------------------------------
TOP VIDEO COLLABORATION & A/V TRENDS FOR 2018
March 7, 2018
Video collaboration is experiencing significant change and innovation—how can
your enterprise take advantage? In this webinar, leading industry analyst Ira
Weinstein will present detailed analysis of the top collaboration trends for
2018, including:
* Rise of the Huddle Room
* Shift from hardware videoconferencing to software
Join Ira and Simon Dudley of Logitech’s Video Collaboration group for a No
Jitter/Enterprise Connect webinar. Ira and Simon will discuss these and other
emerging trends, such as meeting room automation and the hot new trend of
“ideation” systems that support more sophisticated, multi-media collaboration in
the meeting room.
--------------------------------------------------------------------------------
BUSINESS AGILITY: THE PAYOFF FOR CLOUD TODAY
February 21, 2018
Business agility has become the strongest driver for enterprises to begin
migrating their communications to the cloud—and it’s a benefit that enterprises
are already realizing. To gain this benefit in the near term, many organizations
will migrate to the cloud via a hybrid architecture, which makes the choice of
technology platform even more critical: Your technology partner must be able to
support your cloud migration through all its stages—seamlessly and with strong
customer service.
In this webinar, Robin Gareiss, President and Founder of Nemertes Research, will
present brand-new benchmark findings illustrating enterprise decision-makers’
growing emphasis on business agility as their key decision factor in moving
toward the cloud. She’ll also describe key factors that go into enterprise
choices about cloud communications, and how these factors can inform your own
enterprise’s decision-making.
You will learn:
* The specific ways in which a cloud migration can drive business agility
* How the choice of a technology platform can affect your ability to realize
the benefits of a cloud migration
* What role a hybrid architecture should play in your cloud migration plans
--------------------------------------------------------------------------------
BEYOND SECURE CHAT: WORKFLOWS & INTEGRATIONS
February 7, 2018
Enterprises are starting to grasp the critical importance of security and
compliance in their team collaboration deployments. And once the risks are
mitigated, your enterprise can integrate these new collaboration tools with
existing workflows, and automate business processes to make your knowledge
workers more efficient.
In this webinar, Irwin Lazar, VP and Service Director at Nemertes Research, will
discuss the major security and compliance risks with team messaging and chat
applications, and how to mitigate them. He’ll then describe (and show examples)
of how these tools can be integrated with your existing systems, without
sacrificing security or usability — and in fact, improve it.
You will learn:
* Why security is table stakes for an enterprise team
messaging/chat/collaboration deployment
* How to evaluate your level of risk associated with team chat tools
* How to automate workflows within a chat tool
--------------------------------------------------------------------------------
CLOUD COMMUNICATIONS 2021: YOUR STRATEGIC PLAN
January 24, 2018
Communications, collaboration, and contact center systems are all being
delivered from the cloud, to more enterprises each year. With the cloud growing
in strategic importance, the question is what you use it for, who you get it
from, and the costs and benefits for your enterprise.
In this webinar, Zeus Kerravala, Founder and President of ZK Research, will help
you understand where Cloud Communications is headed over the next 3 years, and
how you can build your enterprise’s strategy accordingly.
You will learn:
* How the competitive marketplace is likely to evolve for cloud-based
communications
* What varieties of hybrid cloud architecture we are likely to see
* How Cloud Communications will fit in the context of your enterprise’s broader
moves to cloud services
--------------------------------------------------------------------------------
CISCO VS. MICROSOFT: CUSTOMIZING YOUR CLOUD UC DEPLOYMENT
December 13, 2017
The two major vendors in the Unified Communications space, Cisco and Microsoft,
are both strongly promoting their cloud UC deployments. If cloud UC is on your
enterprise’s roadmap, but you don’t want to move to either the Microsoft cloud
or the Cisco cloud, what then? What do you do if Microsoft Teams or Cisco Spark
don’t meet your needs, but the current products, Skype for Business and
CUCM/Jabber, do? Does it really have to be one vendor or the other, or can it be
both?
In this webinar, Dr. Brent Kelly, a leading analyst/consultant and presenter of
the popular Cisco vs. Microsoft session at Enterprise Connect, will address the
issue of moving UC to the cloud using solutions from these vendors. You will
learn:
* Planning elements that are similar regardless of which vendor is chosen
* Considerations for organizations with Cisco voice and Microsoft Skype for
Business currently deployed
* Nuances involved in the cloud migration for organizations with multiple
locations
--------------------------------------------------------------------------------
HUDDLE UP! GET STARTED ON SMALL-SPACE VIDEO CONFERENCING
November 29, 2017
As video conferencing use rises in the enterprise, businesses are looking for
ways to bring this technology out of traditional conference room and make it
more broadly accessible. That's made the “huddle room” one of the hottest
concepts in video collaboration and AV today. So what exactly is a huddle room,
where does it fit in your meeting room estate, and how can you plan for your
implementations?
In this webinar, Ira Weinstein, a leading industry analyst/consultant with
Wainhouse Research, will explore the state of the art in huddle rooms, as well
as provide an overview of the costs and benefits your enterprise can expect.
You’ll learn how to:
* Identify the ins and outs of huddle rooms for your organization
* Take advantage of the benefits of software-based video
* Build your huddle rooms following best practices
* Learn how to optimize huddle rooms for your enterprise
--------------------------------------------------------------------------------
RETHINK YOUR CLOUD MIX: IS VOICE THE NEW DIGITAL?
November 1, 2017
Your customers (internal and external) demand that you offer them the ability to
connect by any means. With the adoption of cloud communications tools you now
have access to an expanded portfolio of digital tools.
Some say voice is dead, but has voice simply evolved? Voice is more powerful
than ever before. Join us to find out why.
In this webinar, we’ll explore:
* How voice is a constant in the digital customer journey
* What emerging technologies like AI, VR, and chatbots mean for your
organization’s voice needs
* The benefits of a unified cloud communications strategy in customer service
and business phone platforms
--------------------------------------------------------------------------------
WHAT MICROSOFT’S SKYPE4BIZ-TO-TEAMS TRANSITION MEANS FOR YOU
October 18, 2017
Microsoft’s recent Ignite event had some critically important announcements for
enterprise communications. Namely, Microsoft’s new Team Collaboration offering,
Teams, will be its primary communication/collaboration client in Office 365,
eventually displacing Skype for Business in that role.
However, Microsoft also announced a new release of the on-premises version of
the Skype for Business server, indicating that Skype for Business will continue
to be a CPE play for the enterprise for at least the rest of this decade.
In this Webinar, Enterprise Connect’s leading expert on the Microsoft enterprise
communications/collaboration environment, Kevin Kieller, will review the key
Ignite announcements and give his assessment of what they mean for the
enterprise, then will open the session to your questions.
You’ll gain vital, timely information about the future of your Microsoft
communications/collaboration planning, including:
* What’s changing in Microsoft’s roadmap for Skype for Business, and how will
this affect your migration plans?
* What’s Microsoft’s plan for Teams, and what questions should you be asking
about this new platform?
* What do Microsoft’s Ignite announcements suggest about the future direction
of the industry?
--------------------------------------------------------------------------------
BUILD A BETTER CUSTOMER EXPERIENCE USING A CONTACT CENTER BENCHMARK
September 20, 2017
Customer experience can make or break your business. But how do you achieve
outstanding customer service when you're dealing with outdated organizational
structure, lagging technology, dated processes, and other challenges within your
contact center?
In this webinar, Nemertes Research’s Robin Gareiss will join West’s Kevin
McMahon to discuss the state of the contact center and share research shedding
light on how enterprises think about cloud contact centers, AI, chat bots, and
more. Get actionable tips on how to understand the customer journey, provide an
effortless customer experience and meet customer needs throughout the buying
process.
--------------------------------------------------------------------------------
CONTACT CENTERS 2020: DRIVING INNOVATION IN CUSTOMER EXPERIENCE
August 16, 2017
Contact centers have long been at the leading edge of innovation in
communications technology, given their promise of measurable ROI and the
continual need to optimize customer interactions and stay ahead of competitors.
This reality will continue through 2020 and beyond—but what exactly might the
innovative contact center of the future look like? What is bleeding-edge today
but destined to be an essential component of contact centers by 2020?
In this webinar, discover what trends leading contact center expert Sheila
McGee-Smith believes will shape the contact center over the next three years.
Sheila will discuss how trends like cloud and analytics will mature and continue
to change, and which of today's emerging trends will become more widespread.
--------------------------------------------------------------------------------
VIRTUALIZING UC&C: THE ROLE OF HYPERCONVERGENCE
July 12, 2017
Enterprises have been migrating Unified Communications & Collaboration
applications to datacenters – “private clouds” – for the past few years. With
this move comes the opportunity to leverage datacenter compute and storage
trends – often called “hyperconvergence” – to improve UC&C installation and
performance.
Hyperconvergence is already powering the mission-critical datacenters of
companies such as Google, Amazon, and Facebook; this webinar will help you
understand how these trends can now help your UC&C deployment.
--------------------------------------------------------------------------------
MEETING THE NEEDS OF THE DYNAMIC MEETING ROOM
May 31, 2017
In the days of old, people in suits used to meet at a boardroom table to update
each other on their work. Including a remote colleague meant setting a
conference phone on the table for in-person participants to huddle around. But
work has evolved, and today’s teams are incredibly dynamic. Spaces where they
gather take many forms, including traditional boardroom meetings, audio
conferences, presentations, scrum stand-ups, and dynamic brainstorming and
collaboration sessions. In every case, for an effective outcome, it’s critical
that remote team members are not relegated to second-class attendees.
In this webinar you will explore the trends shaping the way work gets done
today; gain expert insight into picking the right audio technology to meet the
needs of today’s dynamic meeting space; and learn how quality audio can help
remote meeting participants feel like they’re part of the team.
--------------------------------------------------------------------------------
TAKING YOUR CONTACT CENTER TO THE CLOUD: THE FIRST STEP IN YOUR DIGITAL
TRANSFORMATION JOURNEY
April 19, 2017
Now more than ever, enterprise contact centers have a unique opportunity to lead
the way towards complete, digital transformation. Moving your contact center to
the cloud is a starting point, quickly paving the way to improved scalability,
business agility and reduced costs. But true, successful business transformation
doesn’t just happen.
Join Sheila McGee-Smith, founder of McGee-Smith Analytics, and find out what you
need to know before embarking upon your own transformational journey--and how
you can improve performance every step of the way.
You’ll also hear from Jeff Cordell, CIO and VP of Technology at LanguageLine
Solutions, about how they moved 100 percent of their business from on-premises
Avaya to the cloud, using it as a springboard for groundbreaking technology —
all while cutting costs, growing revenue, and providing exceptional service with
8,000 agents to over 25,000 customers worldwide.
--------------------------------------------------------------------------------
5 SIMPLE STEPS TO MIGRATE YOUR COMMUNICATION SYSTEMS TO THE CLOUD
April 5, 2017
It’s no secret that the cloud offers significant benefits to enterprises –
including cost reduction, scalability, higher efficiency, and more flexibility.
If your phone system and contact center are still on-premises, you may be
missing out on key innovations to empower your workforce and improve the
customer experience. While cloud migration may sound daunting, the right
planning, partners, and tools can simplify your transition and eliminate
disruption to your business. Uncover 5 Steps to Migrate Your Communication
Systems to the Cloud in this webinar, featuring discussions from BroadSoft and
industry-leading analyst Irwin Lazar, Vice President and Service Director at
Nemertes Research.
--------------------------------------------------------------------------------
COLLABORATIVE COMMUNICATIONS: SETTING THE FOUNDATION FOR DIGITAL TRANSFORMATION
March 22, 2017
As today's competitive business environments push workforces into overdrive,
many enterprises are seeking ways of streamlining workflows while optimizing
productivity, business agility, and speed. For many organizations, this means
embarking on digital transformation initiatives and outfitting the workforce
with collaboration tools to help employees get the job done. In this webinar,
Zeus Kerravala, principal at ZK Research, will discuss trends and recent
research in this area, and will be joined by Jason Kasch, CIO of Structural
Group, to share his enterprise's digital transformation story.
In this webinar, you will learn how Structural Group implemented user-friendly
cloud business communications;the collaboration and productivity benefits gained
through this implementation across the company’s 22 locations; and how your
enterprise's digital transformation journey begins and ends with collaborative
communications.
--------------------------------------------------------------------------------
THE FUTURE OF WORK: CIO SURVEY RESULTS & DIGITAL TRANSFORMATION AT THOUGHTWORKS
March 8, 2017
Enterprise IT's ability to innovate is critical to the success of the business
-- 80% of CIOs agree. But the CIO role has never been more challenging than it
is today, with rising operational responsibilities, budget pressures, and
customer expectations. So how can CIOs get in front of these challenges, keep
innovating, and prepare for the digital transformation ahead?
Fuze recently surveyed more than 290 CIOs about their top initiatives for 2017
and beyond, and will share the study results, hot and ready to eat along with a
side of analysis, in this webinar. You'll also hear from ThoughtWorks, a global
software consultancy, about its digital transformation, and learn about the
transformative change shaping the workplace of the future, the expanding role of
the CIO, and some ideas for how your business can prepare and shape your
communications and collaboration strategy accordingly.
--------------------------------------------------------------------------------
PUT AN END TO VIDEO CALL DREAD
February 22, 2017
Sick of video call technology that make participants look like they're in the
witness protection program? Turns out you’re not alone. Poor-quality video
solutions can give users an unprofessional appearance, causing them to avoid
video meetings. We all want to look professional, which is why it's time for
enterprises to stop deploying technologies that employees simply won’t use, and
instead look to bring the state of the art to the desktop video experience.
Advanced desktop video technologies like Ultra HD 4K image sensors and facial
recognition applications, promise to make the video meeting a staple of any
organization. In this webinar you’ll learn about the latest developments in
video technology and discover how they provide a state-of-the-art experience
that will boost collaboration and put an end to video call dread.
--------------------------------------------------------------------------------
YOUR UC NETWORK WILL BE ATTACKED! GET AHEAD OF THE THREAT NOW
February 7, 2017
Securing voice communications used to be very simple since it was generally a
closed system. However, with unified communications (UC) you no longer have the
“walled” protection offered by a dedicated voice network used to support legacy
PBX infrastructures. And, while security breaches attributable to UC may not be
widespread, that is changing as hackers look for new penetration points. They
prey on the vulnerabilities created by a lack of understanding of the risks and
subsequent lack of best practices to address these new threats and protect the
communications network. In this webinar you will learn how modern day hackers
are targeting your network; why you need to adopt a “zero-trust policy” to
protect your network; and how you can leverage SBCs to combat a broadening
attack surface.
--------------------------------------------------------------------------------
EC ORLANDO PREVIEW SESSION: CRAFTING CLOUD STRATEGY
January 11, 2017
As cloud communications continues to grow and mature, many enterprises are
looking to build a hybrid CPE-cloud strategy. Looking out over the next three
years, how should enterprises expect the cloud/UC-as-a-Service (UCaaS) market to
evolve, and will this evolution be able to support your needs for a hybrid
architecture? This webinar, presented by leading industry analyst Zeus
Kerravala, will preview a session that Zeus will deliver at Enterprise Connect
Orlando 2017, entitled, “Cloud Communications 2020: Will Enterprises Go to UCaaS
- and Beyond?” The session is part of a new one-day
conference-within-a-conference at EC17, focused on helping enterprise
decision-makers gain specific, realistic information as they plan their strategy
for a changing enterprise communications environment.
NO JITTER
Make No Jitter your trusted daily source for industry news and analysis! No
Jitter is the leading online community for the exchange, debate, and incubation
of ideas and best practices regarding enterprise communications and
collaboration. Sign up for No Jitter's weekly newsletter and get the latest news
delivered to your inbox.
HOW CALL PROGRESS ANALYSIS OPTIMIZES CALL ROUTING TO SAVE TIME AND BUILD ROI
March 30, 2022
Discover how LumenVox’s analysis of deployed Call Progress Analysis shows that
it is highly effective in reducing call center costs by increased automation and
call filtering.
HOW CAN TELEHEALTH SUPPORT YOUR HEALTHCARE ORGANIZATION’S DIGITAL FRONT DOOR
STRATEGY?
March 30, 2022
By Frances Horner
Consumer-driven healthcare demands telehealth to engage and promote better
access to care.
UNDERSTANDING HOW CX DRIVES GOOD AND BAD PROFITS
March 30, 2022
By Zeus Kerravala
Empathy, trust, and loyalty need to be an enterprise’s North Star, as customer
experience becomes an ever-increasing business imperative.
CELLULAR INTEGRATION IS UNIFIED COMMUNICATION’S FINAL FRONTIER
March 29, 2022
By Michael Finneran
At Enterprise Connect ’22, both Cisco and Microsoft showed the next major
frontier in team collaboration—better integration with cellular.
EC18_WEBINAR-MOCKUP_NJ_LOGO_.JPG
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