Our free webinar series offers 60 minute webinars and 30 minute ExpertCast deep dives with subject matter experts.
CLOUD COMMUNICATIONS 2021: YOUR STRATEGIC PLANJanuary 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 DEPLOYMENTDecember 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 CONFERENCINGNovember 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
Register now and 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 YouOctober 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 BenchmarkSeptember 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 ExperienceAugust 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 HyperconvergenceJuly 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 RoomMay 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 JourneyApril 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 CloudApril 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 TransformationMarch 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 ThoughtWorksMarch 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 DreadFebruary 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 NowFebruary 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 StrategyJanuary 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.
Hybrid/Cloud UC: Getting the Transition RightDecember 14, 2016
Cloud UC is being rapidly adopted in the enterprise, but recent research has shown many organizations continue to be challenged with how to effectively integrate cloud in their existing UC ecosystem. The journey to the cloud is different for every organization, as is the end goal; whether your enterprise intends to keep some applications on-premises and adopt a hybrid solution or go fully cloud-based, you are tasked with constructing a roadmap that dictates which parts of your organization to migrate and when. In this webinar, we’ll look at practical ways to get this transition to cloud UC right. You’ll hear from experts that can help you determine how to: plan, deploy, and migrate; operate, troubleshoot problems, and optimize performance; maximize usage and adoption by ensuring optimal user experience along the way
Extending VoIP: How to Leverage a Cloud Platform & SIP/SIP Trunking APIsNovember 30, 2016
With cloud communications platforms and SIP/SIP trunking APIs, enterprises have the opportunity to embed real-time voice and video calling within business applications and processes while leveraging existing VoIP infrastructure. This webinar will discuss three ways to bring innovation to your existing infrastructure. Learn how you can: Instantly provision global voice connectivity using SIP trunking APIs, augment VoIP infrastructure using cloud-based programmability and build nifty call-handling logic for cloud-connected SIP enabled phones and clients using voice APIs.
How to Implement Desktop Videoconferencing without Plug-ins, and Without Killing Your NetworkNovember 9, 2016
Workers increasingly demand access to videoconferencing from any device, and from any Meanwhile, IT leaders struggle to support client downloads and plug-ins, and the network impacts of growing video traffic as they seek to expand desktop and mobile videoconferencing availability. WebRTC, hyped as the ultimate way to bring voice and video to any browser is still limited by lack of finalized standards, availability within all browsers, and network complexities. During this webinar we’ll look at what’s driving demand for ubiquitous videoconferencing, and how best to integrate browsers on desktops and mobile devices into room systems with minimal network impact. What Attendees Will Learn? Challenges and constraints in using WebRTC for ubiquitous videoconferencing, how to leverage emerging alternatives to WebRTC to enable videoconferencing on any device and how to minimize network impact of videoconferencing
How SD-WANs Will Improve Real-Time Communications NetworksOctober 26, 2016
Software-defined wide area networks (SD-WAN) will change the shape of real-time communications, ushering in a new way to access cloud applications from remote offices. SD-WAN promises significant cost savings, improved network resiliency, and greater flexibility compared to MPLS and other traditional WAN services. This webinar will provide a primer on SD-WAN technology and unique considerations when using it for transport of real-time communications. You will learn fundamentals of software-defined networks and how they are applied to WANs, why VoIP and UC applications require different SD-WAN infrastructure than data applications, how SD-WANs can simplify an enterprise WAN, improve reliability, and reduce costs, how SD-WANs can facilitate the transition to cloud UC and contact center services. Discover how SD-WANs can help enterprise IT managers strengthen the security and reliability of their WAN while reducing operations costs and simplifying the transition to cloud UC and contact center services.
How Voice Network Transformation Can Enable Digital StrategyOctober 12, 2016
As business and technology leaders launch digital transformation initiatives, they sometimes put the cart before the horse. Though brilliant ideas for digital transformation may emerge, they simply will not be successful if they’re relying upon aged infrastructure. And yet, today, 45% of companies still operate old TDM PBXs in some (or even all) of their locations, and among large organizations, that percentage climbs to 54%. And although most organizations are evaluating cloud services for IP telephony and Unified Communications, the majority still operates on-premises systems. To benefit from the value of digital transformation, companies first must address their foundational infrastructure. Replacing costly, old TDM with IP-based capabilities is one key area of focus as a first step toward digital transformation—and investing in Unified Communications and Collaboration is the top area of focus among companies with successful digital initiatives. Additionally, by shifting to a cloud service, IT organizations also can shift headcount from keep-the-lights-on functions to more strategic roles that ensure digital transformation success. In this Webinar, you’ll learn how you can quickly and effectively make the upgrades you need to your voice infrastructure, to set the stage for the truly transformational changes that digital transformation can bring. You’ll learn how IT leaders are leveraging the potential benefits of these digital initiatives to get funding and support for telecom and network upgrades.
Skype4Biz: Integrate Enterprise Class Voice Features TodaySeptember 28, 2016
Enterprises migrating to Skype for Business have choices when selecting the right elements to form a complete Unified Communications system. One thing that’s not optional is the need for seamless, feature-rich, high quality voice service to all users. Although Microsoft offers a Skype for Business voice solution, enterprises should at least consider additional options that provide both quality of service and feature sets that can enhance the S4B user experience while contributing to the overall enterprise-wide strategy for migration to a hybrid-cloud model.In this webinar, Skype for Business expert Brent Kelly, long time NoJitter contributor and Enterprise Connect presenter, will help you understand how to integrate Skype for Business with other systems as you migrate your legacy voice infrastructure and plan for your UC future. The session will focus on achieving this integration in the context of a migration toward cloud and hybrid-cloud voice implementations. You’ll come away with an understanding of the technical, architectural, and organizational issues involved in integrating the key elements of your next-gen UC architecture when Skype for Business plays a key role in that architecture.
Modernize Your Enterprise Communications -- And Stay on Budget, Too!September 15, 2016
Over the past few years, unified communications has promised to improve employee efficiency and bring disparate communication modes together. But the end result has been vendor lock-in and limited flexibility for the enterprise, without any real plan for addressing mobility. All the while, enterprises face ever-increasing costs for their communications solutions and support. Something needs to change. Enterprises need a new approach so they can capitalize on key trends, from mobility to consumerization of communications. An open, cloud-based communication platform can give enterprises more focus and agility to gain a strategic advantage over competitors. And, this can be done within an enterprise's current PBX maintenance budget. Join us for an interactive discussion and Q&A session with Irwin Lazar of Nemertes Research and Bryan Davies of Nokia. You'll learn about: Current communication trends, with insights from Nemertes Research Cost and complexity of current environments, and what can be done about it; Key attributes of communications platforms that can help enterprises save money and meet their future needs and the importance of API-enabled integrations in facilitating business transformation.
Up Your Collaboration Game in the Age of Digital TransformationAugust 24, 2016
The modern workplace has undergone significant change, and traditional ways of communicating and getting work done are no longer effective. These days, working smarter and more effectively is the difference between business wins and losses. Organizations that do not transform, innovate, and invest in new technologies will get left behind. And C-level executives recognize this reality, too, with two-thirds of CEOs recently surveyed by IDC indicating that digital transformation will be core to their corporate strategies by 2017. Cloud technology is at the heart of digital transformation, allowing businesses to better engage with customers, more seamlessly share and collaborate, more quickly access data to make informed and timely decisions, and integrate platforms together to improve business processes. This webinar will explore the role of workstream communications and collaboration (WCC) in the age of digital transformation. You'll get answers to top questions, including; What is digital transformation and why is it so important? What impact will digital transformation have on a business and how it engages customers? What is "workstream communication and collaboration," and how does it fit into digital transformation? How will it evolve workplace productivity? Why is cloud migration driving digital transformation, and what opportunities does this present for integrating business applications? How will workplace culture, productivity, and the way work gets done be impacted by digitization and these WCC tools?
UCaaS: Do You Really Need a Hybrid Cloud Strategy?August 10, 2016
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.
Skype for Business Deployment Tips That Would Make MacGyver ProudJuly 27, 2016
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.
E911: The Top 4 Factors to Consider with UCJuly 13, 2016
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.
From SIP Trunking to Cloud: How to Manage a Hybrid EnvironmentMay 11, 2016
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.”
Guarantee User Adoption of UC: 3 Steps to Amplify IT's Business ImpactApril 27, 2016
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.
Turning Skype for Business into Skype for YOUR BusinessApril 13, 2016
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.
Skype for Business: Overcoming the Biggest Migration and Management ChallengesMarch 30, 2016
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.
Transforming Customer Experience with the CloudMarch 16, 2016
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.
Get SIP Smart: How to Avoid the Top SIP Trunking GotchasMarch 2, 2016
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.
Where the Customer Journey Meets the Agent JourneyFebruary 17, 2016
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.
UCaaS is Enterprise-Ready…but Are You Ready for UCaaS?February 3, 2016
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.
Not All Clouds Are Built the SameJanuary 20, 2016
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 DeploymentDecember 2, 2015
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.
The Secret to Smooth SIP Network OperationsNovember 17, 2015
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.
Mobile-Enable Your Workforce and Unleash Your BusinessOctober 28, 2015
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.
Securing Cloud Communications for the EnterpriseOctober 14, 2015
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 and UCaaS: Two Trends, One Strategy?September 22, 2015
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.
Transforming the Data Center for the Era of Cloud CommunicationsAugust 26, 2015
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.
4 Steps to a Successful Skype for Business ImplementationJuly 29, 2015
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.
Cloud Contact Center Deployment Models: One Size Does Not Fit AllJuly 15, 2015
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.
What's Stopping the Adoption of SIP Trunking?June 3, 2015
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.
Plan Your Next Communications Architecture—Starting NowMay 20, 2015
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.
Can Your Network Handle the Real-time and Cloud Traffic Explosion?April 15, 2015
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.
Simplify Your Collaboration and Communications Tools to Drive Business SuccessMarch 25, 2015
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.
Can Your Brand Compete Without Video-Enabled Customer Service?March 11, 2015
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
Let the Cloud take your Contact Center Around the World in 8 WaysFebruary 25, 2015
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.
Lync Room System: Make it a Tool for Collaboration, Not Just CommunicationFebruary 11, 2015
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.
SIP Trunking: How Experts Assess and Select a ProviderJanuary 28, 2015
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.
Automated Phone Number Management Builds ROI for Lync, Avaya, Cisco DeploymentsJanuary 14, 2015
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.
Smarter SIP Trunks: 6 Ways You Can Save Time and Get More FeaturesDecember 3, 2014
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.
Extending the Life of your Legacy Video through Microsoft LyncNovember 5, 2014
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
Smoothing the Bumps in a Multivendor UC NetworkOctober 22, 2014
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.
Start Connecting and Collaborating: Five Ways to Make Employees More ProductiveOctober 8, 2014
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.
Remote Site Communications – Strategies for Delivering Secure, Reliable UC ServicesSeptember 24, 2014
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
Justifying Your Contact Center’s Cloud Migration with Hard Performance MetricsSeptember 10, 2014
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
Four Ways Next-gen Cloud Communications Improve the Customer ExperienceAugust 27, 2014
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.
5 Reasons to Secure Your Business Communications in the CloudJuly 30, 2014
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.
The Application-Centric Cloud: Why the Network Still MattersJune 18, 2014
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.
A Pacesetter Perspective: How SaaS is Fueling Powerful Competitive AdvantageJune 4, 2014
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.
Using WebRTC to Enhance Customer ExperiencesMay 21, 2014
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.
Unified Communications and the CloudMay 7, 2014
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.
How Your Small Contact Center Can Turn Disruption to Your AdvantageApril 24, 2014
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.
6 Tips for Successfully Managing a Contact CenterApril 9, 2014
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.
Deliver Legendary Customer Experiences One Interaction at a TimeMarch 26, 2014
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.
Why Click-to-Video is Coming to Enterprise Apps and WorkflowsMarch 13, 2014
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.
Contact Centers: Meeting the Planning Challenges of New ChannelsFebruary 26, 2014
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.
Real World SIP Trunking Advice: How IT Managers Seize the Opportunity and Avoid the PitfallsJanuary 29, 2014
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 ServiceJanuary 15, 2014
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.December 12, 2013
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.
Delivering Enterprise Grade Voice Quality with Microsoft LyncDecember 5, 2013
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.
Want Truly Great UC? Think Voice.November 20, 2013
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.
Transforming Enterprise Video with Lync Room Systems!November 6, 2013
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 AssetsOctober 23, 2013
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.
Enterprise IT Takes on the Cloud – Lessons LearnedOctober 9, 2013
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
Delight Your Customers in Your Contact CenterSeptember 25, 2013
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.
Differentiate Your Organization through the Multi-Channel Customer JourneyAugust 28, 2013
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.
Rein in the Measurable Benefits of Cloud TechnologyAugust 14, 2013
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.
Are You Delighting or Disappointing Your Customers? How to Map Your Customer ExperienceJuly 31, 2013
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.
Realize the Benefits of Lync without Sacrificing QualityJuly 2, 2013
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.
Unify Customer Experience with Microsoft LyncJune 19, 2013
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.
Containing Costs and Improving Service for Global MobilityJune 5, 2013
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.
Are Video Room Systems Going the Way of the Dinosaur?May 22, 2013
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 WarningMay 8, 2013
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.
Where is Siri for the Enterprise?April 24, 2013
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.
Video Conferencing: What’s Your Payoff?April 10, 2013
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.
Maximizing Productivity with Mobile Video Communication Using a BYOD StrategyMarch 13, 2013
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.
How to Optimize Cloud Architectures for Consumption and Cost ModelingMarch 5, 2013
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.
Building the Next-Generation Contact CenterFebruary 27, 2013
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.
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