How Cloud-Based Technology Will Take 2017 by Storm

Posted by Megan Szukala

January 31, 2017; 5:09 PM

The new year is in full swing and with that comes predictions regarding upcoming technological advancement. For the enterprise communications industry, there has been an exceptional amount of talk about the transition to cloud-based systems and the abundance of benefits and flexibility that it provides.

 

Cloud-based communication systems allow more employees to work from home than ever before. In addition, cloud storage provides cheaper and faster solutions for hosting company data and other important information. To wrap up the month of January and to dive into 2017, we’ve rounded up articles to showcase what Unified Communications (UC)  thought leaders are predicting for cloud-based systems in the upcoming year.

 

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Topics: Cloud Communication, mobility

Embracing the Hybrid Cloud in Unified Communications

Posted by Megan Szukala

December 29, 2016; 3:03 PM

Enhancing unified communications through the use of hybrid cloud solutions has become increasingly popular among organizations of all sizes and all industries. The hybrid cloud can provide many unique benefits including customization, scalability, increased productivity and workload management. However, some organizations are still hesitant to make this transition over to the cloud. Not to fear, ESI and the cloud are here to help!

 

To wrap up the month of December, we’ve pulled together articles from around the web that provide a deep dive into how the hybrid cloud can make a positive impact on an organization and bolster results when combined with unified communications solutions. See below for some examples:

 

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Topics: Cloud Communication, Unified Communications (UC)

Identifying Key Features for Contact Centers of All Sizes

Posted by Kimberley Drobny, Vice President, Marketing

July 26, 2016; 3:30 PM

What constitutes a contact or call center? This is a question that not every business might be able to answer easily, but it’s actually pretty simple. Do you talk to customers every day? Do you manage inbound requests and work to solve customer issues? Do you communicate using e-mail, text messaging, live chat and social media?

 

If the answer to these types of questions is yes – even if you wouldn’t label your organization as a contact center or having a contact center – you can still benefit from enterprise-grade contact center features that could enhance and boost your business and operations.

 

Here’s a look at four important contact center features that could benefit your team, no matter your size or classification.

 

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Topics: Cloud Communication, Voice over IP (VoIP), mobility

Communications Should Be Moving Toward the Enterprise

Posted by Kimberley Drobny, Vice President, Marketing

July 12, 2016; 4:00 PM

Organizations are realizing more and more the advantages of weaving digital solutions and practices into their company structures in order to stay ahead of the game. This not only makes companies competitive, but also more flexible and able to adapt to fast-changing practices and expectations.

 

According to a recent article by Data Center Knowledge, companies adopting these new enterprise technology methods should keep a few key business tech trends in mind. Here’s a look at three of trends applicable to the world of unified communications/VoIP.

 

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Topics: Cloud Communication, Voice over IP (VoIP)

The Unified Communications Train is Gaining Speed

Posted by Kimberley Drobny, Vice President, Marketing

July 5, 2016; 4:00 PM

In keeping with last week’s mobile workforce theme and the buzz surrounding how the traditional workplace is changing, it’s only natural to broaden the discussion to unified communications as a whole.   

 

The UC space is already growing at a brisk clip and there have been huge advancements. There has been significant evolution in video, file sharing, applications and conferencing, and more and more organizations are using applications in the cloud. Towards the end of last year, there were a few predictions floating around about the UC market for the upcoming year. Here are the top two:

  • More organizations will adopt a hybrid of on premise and public cloud solutions.
  • Unified Communications as a Service (UCaaS) and contact centers will be a big focus for CIOs as they add unified communications solutions to their arsenal.

 

Both of these predictions are still in the beginning stages, but they’re steadily gaining traction. In the meantime, let’s take a look at a few of the other important elements in world of UC, where it is already evolving and where it needs to head in the future.

 

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Topics: Cloud Communication, product development, Unified Communications (UC)

Communications Should Be Customer-centric

Posted by Kimberley Drobny, Vice President, Marketing

June 9, 2016; 3:00 PM

Businesses are constantly seeking integrated and streamlined solutions to boost growth and give them a competitive advantage in the quickly evolving communications marketplace. A growing number of organizations, specifically with contact centers, are looking for solutions that will provide visibility into their operations, insight into employee productivity and customer service metrics.

 

These analytics and reporting tools are growing more valuable and instrumental to helping organizations make informed decisions. With this new approach and level of insight, businesses now have access to the most holistic view of contact center performance from every angle. It’s a shift in thinking and approach that focuses on contact center efficiency, with more of an emphasis on the customer experience.

 

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Topics: technology, Cloud Communication, mobility

Challenges facing VoIP / UC industry

Posted by Kimberley Drobny, Vice President, Marketing

May 10, 2016; 3:00 PM

Unified communications promises to increase employee productivity and customer satisfaction, empower Bring Your Own Device (BYOD) programs for mobile access and minimize expenses. However, the question remains if UC has really delivered on its promises.

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Topics: Cloud Communication, Voice over IP (VoIP), Unified Communications (UC)

The Little Contact Center that Could

Posted by Kimberley Drobny, Vice President, Marketing

May 5, 2016; 5:06 PM

A contact center is often depicted as a large office, full of headset-equipped employees fielding calls from all over the world, be it a customer service department or an operator service for a sizable company. However, contact centers actually come in all sizes.

 

Whether it’s a small inside sales team taking incoming calls and placing outbound calls, or a few customer representatives who answer support calls – any group of workers set up to handle a lot of phone calls, for whatever reason, counts as a contact center.

 

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Topics: Cloud Communication, corporate wellness

Communications Should Provide Ongoing Support

Posted by Kimberley Drobny, Vice President, Marketing

April 19, 2016; 3:30 PM

Too many phone system providers today define support as a getting started training and a user’s manual.  That’s like saying the investment in a healthy marriage ends after the honeymoon. Phone systems change, new features get added, new employees join a company and business communications needs change. Just like marriages take ongoing investment by both parties, the support a business receives by its phone system provider should be ongoing for the life of the relationship.

 

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Topics: Cloud Communication, mobility

More About The Cloud

Posted by Kimberley Drobny, Vice President, Marketing

April 5, 2016; 3:30 PM

One of the biggest pieces to this complicated and ongoing puzzle is the role the cloud plays in the grand scheme of things. This case has reignited old conversations about cloud security and privacy while simultaneously creating a new topic concerning the best way to conduct security testing.

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Topics: Cloud Communication, mobility