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As more enterprises shift their workloads to the cloud, the role of IT is changing. While many IT professionals have wondered if the introduction of the cloud era meant the end of enterprise IT, the reality is more nuanced. Rather than their jobs being strictly outsourced and eliminated, roles are emerging as more strategically aligned
When companies were forced to quickly transition full teams to work-from-home settings in March, most situations simply required a laptop, access to collaborative tools, and a mobile phone. In the case of contact center agents, the requirements become a bit more specific. While most employees spend part of their time on the phone or on
Institutions of higher education have not historically shied away from technology, including the latest, untested, but somewhat promising, technology. This was true of cloud computing, which has not always been as rigorously tested and readily embraced in every industry’s digital transformation as it is now. But how are universities and colleges dealing with cloud security
Even while hearing of the vast number of benefits that are typical with a cloud migration, many enterprises still shrink away from the possibility of shifting their workloads. Promises of reduced costs, improved agility and scalability, and better efficiency are leading many to embrace the cloud and pull ahead of their competitors. Customers demand a
The expansion of remote teams is driving an accelerated cloud migration for many enterprises, but it is a process that requires important initial decisions. There is not a one-size-fits-all path for cloud migration, and two critical questions need to be addressed before pursuing a particular plan. What Are the Options for Cloud Migration? An enterprise
Innovators are starting to introduce the potential opportunities for artificial intelligence (AI) in telecom. Agents are being freed up for more complex customer requests by virtual agents able to handle routine questions, invoice payments, and order inquiries. This is just the beginning of how AI in telecom is poised to disrupt customer interactions, security vulnerabilities,
Enterprises are seeing the value of equipping employees for mobility. Remote options allow employees to choose their ideal work setting for enhanced efficiency and productivity, and field employees are able to access the data and systems they need just as if they were in the office. In order to offer this seamless work environment, enterprises
More companies are implementing unified communications as a way to streamline voice, email, text and conferencing. It can help enterprises save on communications costs, particularly in cases where there are a lot of international calls or the need for team members to travel for important meetings. Cost savings also come in the form of reduced
Decisions about communications technology often leave businesses flooded with acronyms and a great deal of confusion about how each type of system functions for business purposes. Two acronyms that come up often in discussions are PRI and SIP trunking, which stand for Primary Rate Interface (PRI) and Session Initiation Protocol (SIP), respectively. It’s common to
Innovations related to artificial intelligence are equipping today’s contact centers with the ability to engage in predictive routing and access real-time data. These advances free up agents to handle more complex cases, while relieving them of the mundane, routine calls that can be resolved quickly by artificial intelligence technology. In order to take advantage of
Enterprises and government agencies are tapping into the potential for the Internet of Things (IoT) to revolutionize business processes. From smart cities to increasingly digitized companies, IoT helps improve efficiency, reduces cost, and improve accuracy in data collection. As enterprises increasingly adopt IoT strategies, the need for software-defined wide area networking (SD-WAN) becomes more clear.
Cloud-based unified communications is on the short list of many enterprises digital transformation strategies. Cost savings, improved collaboration and scalability are just a few of the advantages to a cloud solution, so why are some enterprises dragging their feet? Many cite a reluctance to turn over control and data access to a cloud provider. Instead,