Enterprise Connect Webinars
Enterprises are increasingly considering Unified Communications as a Service (UCaaS) as the basis for their communications infrastructure strategy going forward. But some have been reluctant to commit to a pure cloud approach from the start, so they pursue a hybrid strategy—with some users migrated to the cloud while others remain on legacy premises systems. Is this really the best strategy? Or does hybrid offer the worst of both worlds—partial outsourcing while still requiring significant internal resources to manage legacy gear and its integration with the UCaaS service? This webinar will lay out the advantages and the industry trends toward UC in the cloud, and will feature expert opinions on the issues that a hybrid approach may add to a UC strategy. You’ll come away with an understanding of why hybrid cloud isn’t necessarily the safe or easy choice, and whether a migration to 100% UCaaS can be a better option.
Unlock the full potential of Microsoft Skype for Business using skills that would make MacGyver proud. Organizations moving to Skype for Business often need assistance in onboarding, training, advanced use cases and end-user support. Let the experts help you navigate like a pro. During this interactive discussion we’ll cover what to expect when deploying Skype for Business, anticipate where you’ll need support, how to get more out of Office 365, trends and insights from industry experts and customers. You should join this webinar if you manage your organization’s Skype for Business deployment, looking to deploy Skype for Business, looking to build out your UC strategy, looking to integrate additional workloads into Office 365.
The obvious benefits of unified communications -- user connectivity and collaboration from any location along with significant cost savings -- are impossible to ignore. However, if you’re in the process of implementing or upgrading a unified communications platform, you need to ensure that critical 9-1-1 capabilities are maintained during and after that transition. Join West’s Safety Services, along with Nemertes Research's Irwin Lazar, to learn how to prepare for and prevent issues within your enterprise that can impact your users’ ability to access lifesaving emergency services, leaving your organization vulnerable to regulatory violations and liability. You’ll learn how unified communications platforms break 9-1-1, solutions and options that improve the outcome of 9-1-1 emergencies and preparing for Kari’s law and other regulatory mandates.
Companies are increasingly migrating from premises-based telephony to cloud-based, whether to achieve greater scale, boost flexibility, or cut costs. Even those businesses that are choosing to stay with premises-based systems have been adopting a hybrid approach, with IP PBXs and SIP trunking for access. For multi-location businesses, this often means managing a hybrid telephony environment with various technologies at different stages of their life cycles. This webinar will review the trends driving the shift to a hybrid telephony environment and address how mid-sized enterprises should manage it. We’ll discuss the implications of hybrid telephony for IT organizations and outline best practices for properly managing technology partners. And Comcast Business will share insight gained from its experiences helping thousands of mid-sized businesses implement hybrid environments as seamlessly as possible.”
Today’s business conditions are forcing organizations to find dynamic and flexible communications solutions that can unify co-workers and deliver actionable metrics to solve the issues that matter most. As the way we communicate continues to evolve from voice to video and chat, we must consider the long-term benefits of unified communications.But what happens if no one uses the UC tools you invest in? You can’t measure what you can’t see. User adoption is the Achilles heel of the IT department.So how can you ensure user adoption? What are the benefits to you? To your co-workers? To your company? Join experts Robin Gareiss, President and Founder of Nemertes Research, and Eric Hanson, VP & evangelist for conferencing and collaboration with Fuze, for this hour-long webinar to learn how to make this necessary leap of faith. You'll identify the applications that encourage -- and necessitate -- user adoption, mending your communications Achilles heel. Attendees will learn how to:Build alignment between lines of business owners and business objectives, prioritize simplicity and flexibility in a solution and understand how to measure success.
Skype for Business promises simplicity and ROI for your UC deployment. However, success requires much more than just a great product. It requires careful consideration of your existing environment, long-term UC goals, and key strategic initiatives. Nearly 80% of U.S. companies with 500 employees today are conducting or planning to conduct a Microsoft Lync/Skype for Business trial! But transforming competitiveness throughout the enterprise doesn’t merely mean deploying Skype for Business. It means deploying Skype for YOUR Business. Certainly, your organization is like no other. So why deploy Skype for Business without making sure it accounts for your organization’s unique network and workforce dynamics — or without making sure it supports your corporate mission? In this webinar, we will explore: - The challenges that can get in the way of a successful Skype for Business implementation - Helpful tips for training and adoption - How to ensure a complete return on investment Most importantly, Christopher and Brent will discuss all the elements around what you need to know about the current state of your enterprise, where you want to take it, and all the ways Skype for Business can be molded to fit your unique business. Join us for an exciting discussion that will help you transform Skype for Business into Skype for YOUR business.
More and more organizations are complementing or replacing their legacy telecom and UC systems with Microsoft Skype for Business (formerly Lync). This creates a number of significant migration and management challenges.In this short, 30 minute webinar, a panel of leading Skype for Business experts will discuss these challenges and explain how to overcome them while ensuring a high level of ongoing success and service.This session will answer the following key Skype for Business questions: - How can I simplify and speed the process of migrating to Skype for Business from my current telecom and UC systems?- Why do organizations fail in their migration projects, and how can I avoid a disaster?- What tools and services are available to help the migration and management process?- Is it possible to easily manage Skype for Business and legacy UC systems in the same environment?- How can I manage phone numbers (including toll-free numbers) and extensions in Skype for Business without spreadsheets or other costly, manual methods.- How can I provision and de-provision Skype for Business users using consistent, easy-to-use templates.- How can I enable tier 1 help desk agents to fully process Skype for Business related work tickets including on and off-boarding without assistance from IT or telecom engineers.- Much more This is a must attend webinar for any telecom or IT professional currently using or planning to use Skype for Business.
Customer experience is the new competitive battleground. Always-on customers have more voice and more choice than ever before. This new reality has made winning one-on-one interactions absolutely business-critical. And while the contact center is the driving force behind it all, many companies have not yet made the investment required to transform customer experience. Achieving your contact center’s unique customer experience goals requires investment into tools and processes the modern customers of today demand. Transform Customer Experience with the Cloud by: - Enabling customers to connect any way they want- Providing the self-service alternatives customers are demanding - Bringing agent monitoring and training into an omnichannel world- Creating a framework for future Internet of Things-driven customer engagement- And more!Join this webinar and see how it’s never been easier to amaze customers, empower agents, and achieve your customer experience goals.
Are you about to make a crucial SIP implementation mistake? If so, you’re not alone. For instance, in The SIP School’s “SIP Survey 2015,” 43% of SIP trunking buyers reported one-way audio issues. This pitfall is easy to prevent—but do you know how? It’s time to get smart and learn from the collective wisdom of SIP trunking veterans. In this webinar, Cindy Whelan, Principal Analyst at Current Analysis, will discuss the top SIP trunking issues and how to avoid them. Then we’ll go a step further into the SIP trenches to show you the key elements of a seamless SIP installation. Attend this webinar, and maximize your SIP investment by finding out what mistakes you can avoid – before you make them.
Your customers’ experience with your support organization and contact center has a huge impact on their impression of your brand, on their loyalty, and on how much they will spend with you through the years. Most companies are aware of the need to improve their customer journeys, but they don’t have the information they need to know what to do. Join Aphrodite Brinsmead of Ovum Research as she shares insights from her new research looking into the customer journey, what causes trouble, and what has less of an impact. Max Ball from 8x8 will join to share new innovations that make it easier to track the customer journey and to ensure your contact center agents are as efficient as possible.
Unified Communications as a Service (UCaaS) is becoming so widely accepted by businesses that the question is no longer if it’s the right choice, but when you and your enterprise will be ready to make the move. When making the move to hosted, your business needs to be prepared for the fundamental changes it means for your IT staff, or you could fail to deliver the value your business is expecting from UCaaS. In this webinar we will discuss how you can prepare your IT department for the changing responsibilities and skillsets required by hosted services. Key takeaways will include:- What you must do to ensure a successful partnership, aligned with your priorities- Why it’s vital to evangelize the capabilities internally so employees use the service- How to effectively outsource day-to-day operations to a partner without losing controlUCaaS offers great possibilities for you and your enterprise. Be ready to seize it by ensuring your IT staff is ahead of the game.
Four categories of cloud competitors are converging on UCaaS: incumbent Telecom manufacturers, IT giants, service integrators, and pure play cloud developers. Provider and technology choices are growing, but not all cloud solutions are built the same. Discover how to implement a cloud-first strategy while maintaining compatibility with your on-premises UC solutions. Join Jay Krauser from NEC, and UC industry Analyst Dave Michels, as they discuss cloud trends and best practices.-Understanding the Four Categories of Cloud Providers-Public, Private, Hybrid – Which is Right for your Business?-Cloud Benefits – Accelerating Business Transformation-Successful UCaaS Case Studies-Cloud Trends for 2016
Simplicity in the New World of Video Conferencing: 3 Key Considerations for Pervasive Video Deployment
Video conferencing has finally taken its rightful place as a core business tool. Companies around the world are depending on video enabled meetings to empower their people, serve clients better, and compete on a global basis. For this reason, companies need to re-think the way they enable video conferencing for their organization.In the past, a typical video conferencing deployment included a handful of group video systems and perhaps a video bridge. Video conferencing operated as a technology silo – completely isolated from other related technology systems (e.g. telephony and UC) within the organization. And this separation between key systems impacted reliability, manageability, and the overall user experience.But today’s users expect – and frankly need – a full collaboration experience including voice, video, and content. To address these needs, organizations need solutions that are cost-effective, distributed to ensure a strong experience for users around the world, redundant to maximize reliability, and highly scalable. And all of this must be accomplished in a manner that is easy to purchase, deploy, use, and manage. In this webinar, Wainhouse Research will provide insight to help organizations make smart decisions throughout the entire video conferencing lifecycle, from the first purchase to the day to day operations. See how you can make video conferencing the simple, productive, and stress-free experience it was meant to be.
Managing SIP communications, including multivendor contact center systems, corporate IP telephony, and UC applications, is becoming more complex—and more time consuming. Nemertes Research projects show IT professionals are devoting more time to identifying performance issues, isolating root cause, and resolving the problems. The longer it takes to resolve these issues, the higher the cost to the company—in terms of staffing, customer service, and opportunities missed. In this webinar, you’ll learn how companies are using SIP monitoring and management tools to address this growing challenge. Robin Gareiss, president of Nemertes Research, will describe the highlights of two recent research projects that compare operations metrics for companies using and not using tools. Among the findings she will discuss: • TCO drastically drops when enterprises add a third-party management/monitoring tool to identify issues and automate resolution. • Organizations that have adopted Oracle’s Enterprise Operations Monitor (EOM) significantly reduced the amount of time they spend troubleshooting. • Companies can reduce the time their providers spend finger-pointing by up to 80% when armed with relevant trace-routes and call records. • Functional real-time apps improve customer satisfaction and employee productivity.
Enterprises know that a mobile-first strategy will enable employees to work more efficiently and effectively, and be more responsive. Seventy-three percent of senior executives see their mobile device as critical to how they do business.In this webinar, Mitel will describe how providing large enterprise capabilities to small businesses and small business flexibility to large enterprises will enhance the customer experience. As technologies like big data, M2M, real-time communications, and voice over WiFi become more refined and widely deployed the customer experience will move to a new level.
Service providers have been touting SIP Trunking for nearly two decades as a better alternative to PRIs, because of cost savings, flexible routing and better handling at peak load. Yet over 50% of enterprises are still using PRIs. Why?In this webinar, we will explore macro communications trends and how businesses can take advantage of different security options for SIP Trunking that will enable them to unlock the power of the cloud, bringing instant, enterprise grade security globally.
SIP Trunking services are maturing, and enterprises, in turn, continue to increase their deployment of SIP Trunks as a way of saving money over legacy PRIs. But SIP Trunking isn’t an end in itself; SIP Trunking’s true value is the greater UC functionality and network resiliency it enables—not only for premises-based UC deployments, but also in hybrid scenarios where enterprises leverage Unified Communications as a Service (UCaaS). Whether you’re focused on refining your SIP Trunking strategy—looking to get the lowest cost and best service today—or whether you’re positioning SIP Trunks as part of your broader UC future, this Webinar will help you build the SIP and UCaaS strategy that’s right for you. SIP Trunking expert Dave Stein of Stein Technology Group will be joined by Dan Toomey, Director, Product Management, UC & Voice Solutions, XO Communications, to describe the options that enterprises have today for generating ROI from a move to SIP Trunks, and for exploring your next steps from there.
Turning the current flood of available data into meaningful intelligence requires business leaders to look beyond the traditional data center toward technologies like cloud, automation, virtualization and hybrid networks. This need will extend to enterprise communications systems as they migrate toward data center deployment and virtualization. This session explores the implications of this business technology transformation and critical success factors for data center transformation to deliver business outcomes that can be exploited through more efficient and effective communications. <br><br>In this webinar, a leading enterprise communications analyst will describe the ongoing transition of communications toward a "private cloud" or datacenter scenario, and will explain the opportunities that this opens up for enterprises within the larger data center transformation. He'll be followed by a top expert in data center transformation, who will describe the business outcomes that your enterprise can realize with the evolving data center.
Sponsored by ConnectSolutions :: Every enterprise faces unique challenges when it deploys Skype for Business (formerly Lync), so a thorough understanding of Microsoft's Unified Communications platform is critical. Some of the most common issues include: How am I going to achieve a positive ROI for my investment in Skype for Business? Can my company embrace Skype for Business while leveraging our legacy equipment? What are the hidden risks that will derail my Unified Communications project? This webinar will feature a panel of experts with deep knowledge in Lync and Skype for Business deployments, who have the expertise and real-world experience to help you understand the challenges in a Skype for Business deployment, and who will offer as a key takeaway 4 steps that will help you succeed.
What's most important to your organization to drive meaningful business outcomes? <br /><br />Security - Compliance - Control - Availability - Consolidation - Growth - Functionality - Customization - Experience - Speed - Simplicity - Retention - Innovation - Insight - Efficiency - Revenue - Cost <br /><br />Today's cloud contact center offerings are built on varied underlying architectures that address each of the above areas differently. Educate yourself on these differences and weigh each option to determine the best cloud architecture for your contact center: private, single tenant, traditional multitenant, distributed multitenant or hybrid.
SIP Trunking has been available and hyped for over a decade, but 80% of businesses still haven’t made the switch. In this webinar, we’ll provide the market context on the halting transition to SIP Trunking, discuss the root causes for tepid adoption, and hear how connectivity moving to the cloud is fundamentally changing this dynamic with compelling reasons to make the transition. The enterprise adoption of SIP Trunking has been gated by lengthy transition cycles, upfront capital investment, and poor feature differentiation. Current SIP Trunking features have focused on replicating PRI functionality and have failed to provide compelling reasons to make the transition.
The silo-ed PBX at the core of the legacy communications architecture no longer fits today’s need for integrated enterprise, Web-based, and mobile communications, and this installed base is limiting enterprises’ ability to embrace today’s rapid pace of technology change. What enterprises need is a common point of integration for applications, which can then share a common set of communications functions--voice, video and messaging. This new approach to building enterprise communications allows deep customization for lines of businesses, and rapid adaptation to new technology--and it puts enterprises back in control.This webinar will present you with a framework and a roadmap for migrating from your inflexible legacy platform to this new, forward-looking architecture. You’ll learn about new approaches and solutions that can become the foundation of your migration strategy to the kind of next-generation architecture your enterprise requires. You’ll come away from the session with specific concepts and technologies to pursue as you lay this foundation for a re-imagined enterprise communications environment.
An explosion of application traffic threatens to overwhelm enterprise networks, and real-time traffic like voice and video can be the most endangered, and also the most threatening to other kinds of traffic. Furthermore, these applications are running from many different sources, including public and private cloud, over many networks including mobile, the Internet, and internal enterprise networks. The result is a complex management environment where performance of business critical applications, especially real-time apps, may suffer if it is not well-monitored by automated network management systems. To manage this hybrid environment cost-efficiently, enterprises require automated, objective-based network management, to deliver excellent user experience in this hyper-connected world. Specific requirements include: -Deal with increasing bandwidth requirements to support new uses and business applications (BYOD, Internet of Everything, social media, SaaS, UC, Big Data, etc.), while avoiding cost increases and long delays from telcos. -Deliver the maximum end-user Quality of Experience to users of business critical applications no matter where they are located--headquarters or branch offices, from any device -Protect business critical application performance against less critical business and recreational applications.In this webinar, a top expert on network management challenges will be joined by technology leaders from Ipanema Technologies to help you understand how to ensure high quality of service for all your applications.
Enterprise collaboration and communications tools are more fragmented than ever, and the proliferation of new approaches for collaboration is hindering productivity. Unified communications (UC) was supposed to solve this, but UC tools are still really point products under the covers—they’re too complex and tend to require a lot of end user training. To solve this problem and provide a simplified experience, you need a cloud-based platform that lets users collaborate and communicate both inside the enterprise and beyond its boundaries, all within a single interface.Join industry expert Robin Gareiss of Nemertes Research as she presents results of studies that show the demand for such capabilities within the enterprise, and how you can meet this demand. Robin will be joined on this webinar by Ritu Maheshwari of Interactive Intelligence, who will share information about new technology that makes good on the promise of collaboration reimagined.
Following the example of Amazon Mayday, innovative companies are racing to enhance their online platforms with video-enabled customer care. The goal is to shore up brand loyalty and to market high-touch, personal services, while also providing the convenience and immediacy that multi-device, always-on customers demand.Join us to see how leaders in financial services, healthcare, ecommerce and beyond have embedded high-quality real-time video communication into their websites and mobile apps.Webinar attendees will learn:*How customer service and support is transitioning from a cost center focused on transactions into a source of value creation focused on relationships*Explore communication-intensive customer interactions that are being enhanced with online video (e.g., banking, insurance, patient care, e-tail, etc.)*Understand how software-based video conferencing with powerful APIs make it simpler than ever to enhance websites, apps, contact centers and workflows
Business today is global. Your customers are everywhere which makes providing a consistent customer experience that builds your brand all the more challenging. Many companies have found that the cloud can help provide excellent customer service, however, most cloud offerings are not global in scope. Many companies today have to make a difficult choice: force all support experiences to a single call center, or manage multiple disconnected call centers, running on different equipment, with different agent desktops, reporting, management and administrative tools. This webinar will guide us through a discussion of cloud communications best practices and tips to achieve these gains in customer experience management, reduce IT costs and improved employee productivity.
From instant messaging to desktop conferencing, Microsoft Lync streamlines communications and provides an easy-to-use interface. But extending the Lync experience to the meeting room has proved challenging for many. For those using Lync Room Systems, the experience is seamless. But even with these advancements, the Lync Room System still acts as a communication tool (exchanging information) instead of as a true collaboration tool (actually working together and creating something of value). The former offers substantially less value to the enterprise than the latter.This webinar will explore these topics and will show the evolution of the Lync Room System that enables users to instantly identify discrepancies, make changes in any native applications and get alignment all within the meeting. This capability has turned meetings where work is being discussed into a place where work is getting done.
This Webinar will offer a practical guide to choosing a SIP Trunking provider, featuring a leading consultant with extensive experience in procuring SIP trunks for medium-size and larger enterprises. The session will help you evaluate the four most critical areas in choosing a SIP Trunking provider: -Reliability -Quality -Scalability/adaptability -ControlYou’ll come away from this session with a set of specific criteria by which to evaluate service providers on these four critical areas.
As enterprises roll out Unified Communications systems—usually in deployments in which systems such as Microsoft Lync co-exist with legacy voice systems from Avaya, Cisco, and other vendors—their bid for a strong ROI can be derailed by a number of tactical issues. One of the most frequently-encountered of these issues is telephone number management. In this webinar, leading experts will discuss real-world deployments in which number management posed a particular challenge, and they’ll describe how automation could have or did help them alleviate this problem. You’ll learn about new solutions which make automated number management simple and straightforward, offering the prospect of improved ROI for your UC deployments.
Traditional SIP Trunking offerings have not evolved to keep pace with the modern expectations and requirements for the buyer. From painfully slow procurement processes, capacity limits, limited global reach and features that haven’t been updated in years, existing offerings have not changed in a decade.This webinar will explore alternative approaches that can overcome these challenges while saving you time and money.
With video collaboration expected to surpass email as the top means to communicate by 2016, organizational leaders are tasked with building flexible collaboration infrastructures that meet the demands of an ‘always connected world.’ Video is that solution. However the two hurdles to adoption business leaders face are: interoperability and ease-of-use.Join Us for the Webinar and:*Learn the value of the expanded capabilities of Lync beyond IM and presence*Explore how to unify video collaboration across Lync and non-Lync environments*Simplify the end-user experience
As enterprises migrate from prior generations of communications technology into the future of Unified Communications, almost everyone has to deal with multiple vendors’ systems. In the past, you would have had to resign yourself to the complex challenge of managing standalone “islands” of technology, but new software and hardware platforms increasingly let you harmonize the multi-vendor systems within your infrastructure. This allows you to gain a more seamless, enterprise-wide approach to deploying, configuring, and managing communications, supporting end users regardless of the products that serve those users.You will learn:*About the major challenges posed by multivendor UC networks and strategies for tackling them. *About specific functions that can now be normalized across vendor platforms—from dial plans to messaging to configuration. *How to begin integrating disparate communications systems for more efficient operations and better user experience.
Today’s fast pace of business combined with an environment of constant change creates stress on even the highest performing organizations. Join us for this interactive webinar to learn how to successfully overcome the challenges facing your high-performing, distributed organization. We will help you equip employees to get work done through new approaches in employee profile creation, collaboration and communication and the technology that drives them.
Distributed enterprises face a long list of challenges when deploying UC services to remote offices, including survivability, security and performance. IT managers need flexible and reliable solutions for delivering UC over SIP trunks and MPLS networks without busting their budgets.Join this informative webinar to learn remote office UC strategies, including:*Survivability strategies, including TDM back-up*What is the best SIP trunk topology for your network – distributed, centralized or hybrid?*How to maintain strong security and compliance in remote sites
Cloud solutions offer companies the unprecedented ability to forego the costly and painful process of updating their contact centers every few years in order to maintain some semblance of modernity, instead achieving near-instant access to cutting edge customer interactions. There’s never been a better time to make the leap to the Cloud, swiftly gaining all the benefits mature contact center technologies have to offer and driving to outcomes.Key Take-Aways:-Gain insight on the benefits of mature contact center technologies rapidly achieved through a Cloud solution-Explore Case Histories for companies seeking to transform their contact centers-Discover Metrics and Outcomes for companies which have made the leap to mature contact center technologies
Whether your organization has decided to move to the cloud, or you are considering the possibility, this webinar will help you cut through the all the “checklists” and give you four must-have capabilities to look for in a next-gen cloud communications platform. Learn what these four capabilities are, why they are essential, and how they can help you deliver an exceptional customer experience today and in the future.
A myth persists that premise-based unified communications and contact center solutions are more secure than similar solutions in the cloud. Join this webinar to learn why that mode of thinking is outdated and how you can use the cloud to improve security for your business.
Enterprises continue to explore ways to leverage the cloud to support their business-critical applications. But it’s not enough to simply run an application within a particular cloud provider’s infrastructure. Enterprises must ensure that the Cloud in which their applications run can deliver the same reliability and application performance that on-site infrastructure has always guaranteed. In this Webinar, representatives from Dimension Data will help you understand the requirements that must be met for a cloud infrastructure to deliver true mission-critical performance for your real-time, business critical applications. More importantly, you’ll learn the tools and techniques for ensuring that the service levels you’ve been promised are actually delivered.
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing down. A recent global SaaS study of 879 decision makers found that reducing costs is still a primary reason companies turn to Software as a Service. But 47 percent of the cloud leaders surveyed are discovering how SaaS can help them achieve a much broader and more strategic goal – unlocking competitive advantage.Join this webcast to learn how Pacesetters are using SaaS to provide their entire enterprise with a wide range of powerful benefits. SaaS can reduce costs, yes. But more than that, SaaS it can engender rich and far reaching collaboration, lead to better decision making, and help your organization be more customer-focused and agile in the marketplace. That’s not to say that the route to the winner’s circle won’t take some planning and preparation. You can start by asking yourself the right questions.
WebRTC is the type of game changing technology that attracts the attention of enterprise line of business managers as well as IT leaders. It enables new 1:1 customer interactions that can differentiate brands and create incremental revenue streams. The challenge, as with any new standard, is how to leverage WebRTC to deliver enterprise-grade customer experiences with security and reliability. This webinar describes some of the transformative applications enabled by WebRTC and critical solutions to provide enterprise-grade services.
The market is abuzz with opinions on new hosted, cloud-based and as-a-service UCC implementation models. These ostensibly create opportunities for companies to drive down costs, stimulate top-line growth and differentiate themselves from competitors. However the journey to cloud is littered with obstacles. In this webinar you’ll learn about:, defining a UC strategy as the starting point of the journey, determining the type of cloud(s) that are appropriate to the organization and migration strategies dependent on the organization’s current environment.
Small centers are both excited and nervous about the new wave of innovation converging on them as major disruptive forces – cloud, mobile, big data and social – rock the contact center world. They realize that how customers are serviced is changing shape rapidly. The impact to the business is significant. Come learn how to use size to your advantage: How to embrace these disruptive forces to enhance the customer experience and outpace larger organizations to get the edge.
Recent advances in cloud technology have given rise to wide variety of new tools designed to support contact center performance, staffing and reporting. Join us for a live webinar focused on helping contact center managers understand and implement these new tools. Presented by Five9, a leading cloud contact center software provider, and featuring Forrester Research, a global research and advisory firm, this virtual event will provide actionable information to help you leverage the latest technologies for your contact center.
As more organizations are focused on maximizing customer experience as a key differentiator to stay ahead of the competition and customer expectations, the focus needs to be on interactions across multiple channels, one interaction at a time. Join us for a one hour webcast which starts with analyst Sheila McGee-Smith sharing the latest customer experience and contact center trends. Lindsay Parker, Avaya Senior Director of Enterprise marketing and Kenneth Leung, Avaya Director of Industry Marketing, will be presenting results from the 2014 Avaya Customer Experience Survey, a global research covering both consumers and businesses across 13 countries. In addition we will discuss how contact center technologies such as self-service and proactive engagement enables a unified customer experience for organizations.
A new breakthrough, multi-party video technology that’s embedded in business apps and workflows, is poised to transform the communication playing field. It’s a simple fact of business that organizations are more successful and sustainable when they stay closely connected with their customers and empower employees to collaborate effectively with one another. To achieve these goals, innovative organizations have embraced a succession of technologies – email, web sites, mobile apps, instant messaging, web conferencing, file sharing – to unlock new ways of working. Video communication is the next breakthrough and is showing up at the fingertips of employees, customers and prospects, exactly when needed.
With the growing popularity of SMS, web-chat, and social media, your customer service organization is likely considering options for adding new contact channels. Expanding your channel mix, however, entails a lot more than just deploying new technology. Multichannel customer service can present a challenge, but it is also an opportunity. When done well, it can improve your customers’ experience, distinguish your company from the competition, and accelerate the growth of your business. Sound planning is the cornerstone of success. There are a lot of hard questions that need answers. Which channels should you add? In what order? How will they impact your current channels? Do you need more staff? How many? What skills do they need? When should you hire them? In this session we will explore the factors driving the expansion of customer contact channels, the potential benefits to your organization, how to go about planning for expansion, some new technologies that can help, and some examples of organizations like yours that have achieved success.
Join us for a one-hour webcast describing the opportunities and challenges of SIP Trunking, featuring a detailed case study. The session will begin with a presentation by Forrester analyst Art Schoeller, offering specific advice on how to your enterprise can save money and upgrade your Unified Communications services by transitioning to SIP Trunking. Art will discuss best practices for migrating to SIP Trunks, and he’ll offer advice on how to deal with the challenges that most frequently arise during the migration. For the second half of the hour, we’ll present a real-world case study. The IT manager that planned and executed a sweeping transition to SIP trunks across 98 Oracle locations describes the secrets to a successful implementation. Tom O’Riordan, SIP trunking manager for the Oracle Global IT Department, provides detailed insight into the two-year project that dramatically simplified Oracle’s access to the PSTN. As a result, Oracle can more easily respond to escalating demand for new services while realizing huge cost savings.
Managing Lync Voice for Success: How to Successfully Move to Lync Enterprise Voice and Achieve On-Going Operational Excellence and Service
More and more organizations are looking to Microsoft Lync Enterprise Voice to serve as their voice and unified communications platform. In this webinar, we will explore what it takes to successfully implement Lync Voice while focusing in depth on what must be done after deployment to ensure a high level of ongoing success and service. We will also offer practical advice for dealing with a number of functionality gaps in Lync voice.The webinar will be presented by Kevin Kieller, one of the industry’s leading Lync experts. Kevin is a partner at Enable UC, moderator of the “Living with Lync” session at Enterprise Connect and author of the No Jitter “Living with Lync” column. Throughout the webinar, Kevin will share industry statistics, best practices, stories and advice from experience gained by migrating nearly 50 organizations to Lync in the last 15 months alone.This is a must attend event for any telecom or IT individual currently using or planning to deploy Lync Enterprise Voice in their organization.
Your Competition Has Gone to the Cloud! Why It’s Time to Migrate Your Contact Center to the Cloud Too.
Migrating software applications to “the Cloud” has become an integral component of many companies’ customer experience strategy. Successful businesses are differentiating their brands by delivering optimal customer journeys with new, innovative multi-channel cloud contact center solutions. In this Webinar, we’ll highlight several contact centers, their best practice customer journeys, and identify the key areas to consider when moving to the cloud to power your brand’s differentiation.
Today 70% of Fortune 500 companies are using Lync and 86% of US enterprises who trial Lync Voice plan to deploy. Compared to a traditional PBX, Lync enables voice scenarios in far more locations using many more devices. This creates a unique challenge in delivering the enterprise grade voice quality that users have come to expect.In this webinar we will discuss key factors that impact voice quality, including a deep dive of a QoE media report, an explanation of Lync MOS scores, and an overview of the media stack. Next, we will share key implementation activities that will put your deployment in the best possible position for delivering high voice quality. Finally, we will share practical approaches for measuring and driving voice quality improvements as you roll out voice to your enterprise.
Whether you’re considering UC voice or already have it in play, odds are your core goal is the same: get the very most out of your company’s UC investment and commitment to voice through enthusiastic and “sticky” adoption. And what’s the key to achieving this? Plan well, manage change, offer the right audio device options, and leverage expert guidance so you don’t have to go it alone.Join Tom Gill, CIO, Plantronics, and Dave Stein, principal, Stein Technology Group, as they outline real-world scenarios, provide practical advice, and articulate clear guidance that will take the guesswork out of audio device deployments and help make voice an intuitive and indispensable part of your fully-realized UC experience.
Microsoft’s Lync Room System (LRS) promises an exciting new collaboration experience with Lync and video. What are LRS capabilities and benefits? Is my Lync deployment ready for LRS? Can LRS be deployed in existing video meeting rooms? What’s the LRS TCO value proposition? If you seek answers to these questions, add our upcoming webinar to your calendar.Our industry experts will share the key features and enterprise use cases for LRS. They will also deep dive into what it takes to deploy LRS successfully in your enterprise, including considerations for bandwidth usage/planning, Exchange integration, choosing the right LRS configuration for your rooms, installation and interoperability. We will also offer prescriptive guidelines to evaluate if LRS is right for your enterprise video roadmap.
Cloud Revolution: How Companies can use Multiple Clouds to Transform Contact Centers into Corporate Assets
Using a cloud-based solution as your core contact center platform allows you to take advantage of this cloud revolution. It will make it easier to integrate your operations with your customer data to deliver better context-based, personalized service. A multi-cloud environment also allows you to easily add new capabilities without requiring dedicated IT resources.Come hear how the cloud is helping companies transform legacy call centers into tomorrow’s multi-cloud contact center.
Are you getting the full value out of your investments in the cloud? A September 2013 commissioned study conducted by Forrester Consulting on behalf of XO Communications and Juniper Networks showed that “only 34% of surveyed US IT decision-makers indicated satisfaction with the improvement of IT infrastructure manageability and flexibility gained by implementing cloud services.” Despite this shortfall, less than half said their organization had upgraded or refreshed their network in the last three years.Join guest speaker and principal analyst Andre Kindness, a leading expert on network operations and architecture with Forrester Research, Inc., as he discusses the findings of the study in more detail and answers your questions
Customers are empowered with more voice and choice than ever before. An unhappy customer can broadcast a poor customer service experience to thousands via social media impacting your brand image. In addition, the typical customer is armed with more information than ever before giving them competitive alternatives to address their specific needs. In this environment, the contact center plays an amplified and critical role in delivering exceptional customer experience. Create best-in-class programs to optimize your customer experience.
Communication is changing constantly. Customers are becoming more comfortable using chat, email, communities and social media to interact. While these tools improve convenience for customers, they have made managing a contact center more challenging. How can you provide accurate information across all channels and ensure customers receive a great customer experience? Join analyst Aphrodite Brinsmead from Ovum and learn how you can provide differentiated service by connecting the customer interaction journey across all communication channels.
Research shows that companies operating their contact centers in the cloud spend 27 percent less on their annual contact center costs. In the webinar, Rein in the Measurable Benefits of Cloud Technology, Andy Bird, executive director, product management and development at eLoyalty, a TeleTech Company, and Tina Valdez, strategic product specialist at Cisco, discuss the operational, functional, and financial benefits associated with the adoption of cloud contact center technology.
Is your organization delighting or disappointing your customers? Do you have a clear understanding of your customers' needs and perceptions in their interactions across multiple channels? What must you change to ensure that your brand promise is reinforced at every customer touchpoint? Customer journey maps provide insight into these questions and enable organizations to see interactions from the customer's perspective. Understanding the customer journey is vital for organizations that want to reinvent customer experiences and dramatically impact customer loyalty.
There are many benefits of deploying Lync, however as many enterprises have discovered, migrating from a traditional PBX environment to Lync Enterprise Voice presents some challenges in the form of Voice Quality, Service Availability and End User Satisfaction.In this webinar we will share from our experience and best practices working with more than 40 Fortune 500 companies how to ensure the highest Voice quality. This includes reviewing the most common issues that impact voice quality and ways enterprises can prevent and resolve these issues.Join us to gain insight into Voice quality issues and how to proactively monitor and resolve them so that your organization can realize the benefits of Lync without sacrificing quality.
As reported by MZA Associates at Enterprise Connect Orlando 2013, Microsoft Lync has vaulted to a third-place tie in the North American IP PBX Market as an alternative enterprise voice solution. According to Nemertes Research, 11.2% of enterprises are now deploying or planning to deploy Microsoft Lync as their IP PBX, more than double the percentage that were doing so a year ago. The most common drivers behind this move are the tight-knit integration between Lync and Microsoft back-office and desktop productivity tools such as Exchange, SharePoint and Office. However, the uptake on Lync-based contact centers is much slower, with the contact center typically being the last business unit to be moved off of the traditional PBX infrastructure as the rest of the company moves to Lync telephony. Some businesses choose to operate permanently in "hybrid" mode, with the contact center operating off of a legacy PBX solution while the rest of the business uses Microsoft Lync. In this session, contact center expert Sheila McGee-Smith, along with Todd Simons of prairieFyre Software, will offer insights into these Lync contact center market trends and discuss why Lync is an ideal IP PBX solution for small and medium sized businesses looking to unify customer experience, improve management and reporting, and ultimately drive customer satisfaction.
In surveys, enterprises consistently list the exorbitant costs of international mobile roaming as the biggest challenge when enabling workers for global travel. Other problems can be almost as challenging to solve, including support for business applications, connectivity, and security for those who travel internationally. A range of technologies is available to solve the many aspects of this challenge—so how do you put together a strategic plan for maximizing your international roaming workers’ productivity, while minimizing the cost to deliver this functionality? In this session, mobility expert Michael Finneran, together with Pascal de Hesselle of Truphone, will offer a range of best practices and management options that enterprise managers can use to drive down the cost of international roaming connectivity, while still allowing end users to stay connected and be productive.
The video market has been swept by a software revolution. Software-based solutions have transformed the video conferencing infrastructure market, while desktop and mobile apps have all but eliminated the personal video appliance segment. The last bastion of purpose built hardware systems remains in the conference room, but will the software revolution spell the end of the room system as we know it? In this webinar, we’ll examine the latest trends and innovations in video conferencing room systems including: How do the new UC rooms stack up against traditional room systems? Will general purpose compute platforms replace purpose built codecs? What are the latest innovations in room control, content sharing and collaboration? Can mass produced web cams replace purpose built cameras? When will prices get low enough to make it affordable to video enable every conference room?
Responding to the Surging Threat of Telephony Denial of Service (TDoS) Attacks in Contact Centers — U.S. DHS Issues new TDoS Warning
Security threats to enterprise Voice/UC resources are increasing, as illustrated by SecureLogix in the latest edition of its "State of Security Report on Voice/UC" released at Enterprise Connect last March. And while global threats are expanding across the board, there has been a recent and marked surge in TDoS attacks against contact center environments from many domestic and foreign sources due to the potential financial payoff. Not only are these attacks on contact centers becoming more frequent, they are growing in sophistication and severity. There is now an emerging class of contact-center-focused attacks and fraud/extortion schemes, customized to disrupt the flow of legitimate business transactions over contact center voice lines, while financially defrauding the enterprise and its customers. A new industry webinar from SecureLogix will use real-world data to take you inside many of these contact center threats and attack schemes so that you can better understand the criminal objectives and mechanisms employed by the attackers to compromise your security. SecureLogix will also unveil a new approach for identifying and filtering "negative value calls" out of precious contact center environments for increased productivity at reduced costs.
If you have an iPhone or Android for your personal use, you are more than familiar with personal assistant applications like Apple’s Siri or Google Now for Android. Many enterprise users would like to have the same power and productivity of a personal assistant specially built for their business life. In this Webinar, we’ll give you a sneak peek at cutting-edge enterprise personal assistant technology that leading wireless and mobility expert Michael Finneran calls, "a first in enterprise mobility." Join Michael Finneran and AVST executives, Hardy Myers and Tom Minifie, as they discuss how to enrich enterprise communications. Topics covered include how emerging IT trends mobile, cloud, social and context are intersecting to create the new “Super User”; tips for establishing the right BYOD policy to secure corporate information on employee owned devices; and new devices that are transforming the work paradigm.
What's your sunk cost in video conferencing? Is it paying off? Are employees adopting it and are executives paying attention? Hear from analyst, Robin Gareiss of Nemertes Research and moderator, Eric Krapf of Enterprise Connect as well as from one leading company who is making champions out of video conference early adopters – despite reports of low utilization. We'll talk about whether investments in video conferencing really add up to bottom line results, and if so, how you can demonstrate savings and returns to upper management -- before your video conference plug is pulled. You're doing everything you can to ensure your company stays at the forefront of technology and communications trends. Your video conference investment is part of the equation. See what others are doing to make it work – increasing video utilization and decreasing travel expenses without additional investment.
Consumer mobile devices in the enterprise have become commonplace. While these “unmanaged” devices challenge conventional IT policies and practices, enterprise IT organizations are beginning to embrace Bring Your Own Device (BYOD) strategies to improve communications and productivity of the organization. But how do you integrate these mobile devices into your video communications deployment cost effectively and without sacrificing the quality users demand? In this session, we’ll explore the key elements to a successful BYOD strategy and how to reduce the cost of your video deployment while increasing productivity through accessible mobile visual communication.
Date: Tuesday, March 5, 2013 Time: 11 am PT/ 2 pm ET Duration: 60 minutes Overview: Cloud Computing was supposed to usher in an era of computing on demand. However what we have today is a mix of the old and new - difficult to scale compute resources and billing models that penalize consumption based billing, both of which are only as granular as a preset server size and hourly or yearly based billing. In this webinar we'll review how we got here, where the architectures of our applications are and how they fit to today's cloud. We'll also look at common IaaS packaging models, billing models and how new innovations are driving a more "true" cloud model and how future application architectures will take advantage of the next generation cloud computing architectures. We will discuss how to optimize cloud architectures to maximize infrastructure and control costs for today's and tomorrow's cloud computing platforms. Join Joe Weinman, noted cloud-computing expert and author of Cloudonomics and Pete Johnson, Platform Evangelist at ProfitBricks for a lively discussion and practical takeaways on cloud architectures and cost modeling.
Taking your contact center to the cloud can provide a number of benefits including increased agility, flexibility and cost reductions. But where do you start? How long does it take? How do the pieces fit together? And what are the implementation steps to consider? Please join a leading communications industry analyst, a subject matter expert from Twilio, and communications professional from end-user company Wix for a webinar to learn about the process of taking a contact center to the cloud. They'll examine the different stages of implementation from enhancing your traditional solution with additional functionality to migrating call center processes away from premise solutions transitioning your entire system over to the cloud and even building a cloud-based contact center from scratch. Sponsored by Twilio.