Industry Insight

 
Best technology for working remotely in 2019
Best technology for working remotely in 2019

Remote work has experienced a huge boom in the last few years, and people ditching traditional offices for the flexibility to work where they please is certainly a trend that isn’t slowing down.

Quality of experience: why does it matter to capacity service providers, and what affects it?
Quality of experience: why does it matter to capacity service providers, and what affects it?

In recent years with increasing competition, quality of experience (QoE) has become more and more important to service providers. 

5 Essential Tips for Customer-Pleasing, Post-Holiday Customer Service
5 Essential Tips for Customer-Pleasing, Post-Holiday Customer Service

Despite the best-laid plans, holiday gift season doesn’t always go as expected. No one knows this better than a retail contact centre agent. This is the moment for those associates to shine — saving the sale, the brand reputation and the chance to draw that customer back for future purchases.

Making business meetings more effective with collaboration tools
Making business meetings more effective with collaboration tools

If there’s one thing SMEs can’t afford to do, it’s waste hours in the day. As the old saying goes, time is money – and with limited people resource to rely on, employees at smaller organisations can’t be tied up on tasks that aren’t adding business value.

Enterprise-Wide Considerations When Selecting a UC&C Partner
Enterprise-Wide Considerations When Selecting a UC&C Partner

Enterprises that are looking to improve collaboration and communication are increasingly turning to the UC&C industry. According to Gartner, global spending on UC&C will reach $44.2 billion in 2021.  As medium sized and global organisations accelerate their adoption of unified communications and collaboration technology, the industry needs to adapt and exceed the rising expectations of end-users. 

Does the Contact Centre have a future?
Does the Contact Centre have a future?

With the rise in such a variety of communication devices, does the Contact Centre really have a future?

UC EXPO Quiz
UC EXPO Quiz

Test your unified communications pop culture knowledge, share your score with colleagues, and see if you could do with a visit to UC EXPO this May!

How to Reduce Costs with Unified Communications?
How to Reduce Costs with Unified Communications?

A major aim of many enterprises embarking on their digital transformation journey is to reduce costs via new solutions and processes. And the implementation of unified communications brings various opportunities for such a cost reduction.

Imagining the Data Centre of the Future Today
Imagining the Data Centre of the Future Today

What will the data centre look like in 2019 and beyond? That’s one of the most pressing questions facing data centres. The IT environment continues to evolve rapidly to support changing business requirements, making it difficult to conceptualise a data centre infrastructure that can meet tomorrow’s demands.

Could smart bots make sales meetings work better?
Could smart bots make sales meetings work better?

AI won’t replace human meetings but, by taking care of the routine and time-consuming, it will make them more productive, inspiring and inclusive, writes Peter Jackson, CEO of Bluescape.

Business collaboration: 9 ideas to grow and scale quickly
Business collaboration: 9 ideas to grow and scale quickly

Here are some of the best business collaboration ideas for both inside and outside of the office, skyrocketing business growth along the way!

The Rise of Faceless Customer Service
The Rise of Faceless Customer Service

More UK customers are buying online than any other country in the world. This means the rise of customers interacting with faceless companies that have little to no human interaction and the need to rely on Twitter for complaints. But for these organisations, customer service is actually more important than ever.

If you’re not using a local number, you’re losing. Big time
If you’re not using a local number, you’re losing. Big time

Local phone calls are still the most effective way for a business to speak with its customers, regardless of their age and despite the growing popularity of emerging communications technologies. That’s the headline finding of our new survey of US consumers, which reveals that nearly two-thirds (60%) prefer picking up the phone to receiving text messages when it comes to communicating with businesses.

8 Microsoft Team’s governance issues
8 Microsoft Team’s governance issues

Unify Square recently shared some of the biggest learnings from their customers who were in the midst of piloting Microsoft Teams. One of the major areas of focus centered on Microsoft Teams governance, compliance, and security. 

Boost your workforce productivity
Boost your workforce productivity

Five Benefits of Desktop as a Service from VMWare. As cloud-based solutions become more accessible, many organisations are investigating the transition from physical desktops towards desktop as a service.

Productivity in the Digital Workplace
Productivity in the Digital Workplace

Bradlee Allen from Fuze discusses the importance of flexible working and not creating barriers for communication within organisations. With fewer people commuting to a traditional office every day of the week, how should you re-evaluate productivity? 

Have we lost the art of communication?
Have we lost the art of communication?

When I was younger, I was taught to respect my elders and yet in 2018, we don’t appear to respect anyone. We’re expected to converse with machines and not get frustrated when the machine doesn’t understand our response. When enquiring personally at my bank, I’m told to go online and solve the problem, rather than the enquiry just being handled there and then.

Cloud numbers for a new era of communications
Cloud numbers for a new era of communications

For many of those in traditionally office-based roles, the notion of the workplace is changing, employees are no longer slaves to their desks and restricted by desktop landline phones. Digitalisation, including the increasing use of and reliance on smartphone and apps, plus ubiquitous connectivity, low-cost data services and the portability of traditionally cumbersome hardware, have helped pave the way for new, flexible means of working, and agile, mobile workforces.

The Key to Successful Enterprise-Wide Collaboration
The Key to Successful Enterprise-Wide Collaboration

When choosing communications and collaboration technology, a key factor is the user experience (UX).  This includes a well-designed user interface (UI) to enable intuitive collaboration.  The UI comprises all the visual elements used to interact with conferencing platforms - from screens to pages, buttons and icons.  

Why internal communication is at the centre of digital transformation
Why internal communication is at the centre of digital transformation

If you sometimes wonder what your communications team actually does, apart from sharing corporate news, earnings announcements and dealing with the odd crisis you may want to think again. Often viewed as the dark horse of the business, internal communications, the wizards with words have the ability to transform your organisation and employee engagement for the better.

What the interactive educational experience can teach the workplace
What the interactive educational experience can teach the workplace

The diverse classroom settings of education are well schooled in enabling digital teams to build and share knowledge easily, and in catering for the widest range of need. What lessons do they hold for interactive technology in the corporate workplace?

Meeting the University challenges at Brookes
Meeting the University challenges at Brookes

Education providers need to deliver top-class teaching in modern facilities if they are to attract fee-paying students. Steve Montgomery reports on the refurbishment of the Clerici building on the Oxford Brookes site.

Do You Know the True Cost of Your Communications?
Do You Know the True Cost of Your Communications?

There’s more to calculating the total cost of ownership (TCO) for communications systems than you might think. Here’s what you need to know and how unified communications as a service (UCaaS) can drive your communications TCO down.

Top Digital Workplace Trend Predictions for 2019
Top Digital Workplace Trend Predictions for 2019

The rise of social, mobile, data and cloud technology has transformed every aspect of our personal and business lives, making them increasingly connected and digital. We live in what is known as the digital era. One area that has seen deep transformation is the workplace. Indeed, gone are the days when the workplace was a physical space employee occupied during regular office hours. Today’s always connected instant access environment has blurred the lines between the physical office and the place where work actually happens. 

Microsoft Teams Deployment – Tips, Tricks and Lessons Learned
Microsoft Teams Deployment – Tips, Tricks and Lessons Learned

Elaine Murray interviews Zach Katsof, Director of UC and Microsoft Teams advocate at Arkadin, about tips and tricks for Microsoft Teams deployment in enterprises.

Discover how this handy bot brings BlueJeans meetings to Microsoft Teams chat
Discover how this handy bot brings BlueJeans meetings to Microsoft Teams chat

Microsoft Teams is the company’s fastest growing business app of all time. A messaging and online meetings solution, Teams simplifies connections and collaboration inside your organisation. BlueJeans brings modern, trusted, secure video calling to popular tools and services so people can meet from anywhere, from any device. By integrating their video conferencing platform with Teams, they’re helping tailor processes, increase teamwork and productivity.


UC and AI – An Interview with Paul Ewasuik from Zoom.ai
UC and AI – An Interview with Paul Ewasuik from Zoom.ai

Helen Lancaster from Arkadin interviews Paul Ewasuik from Zoom.ai in the run-up to their joint presence at this year’s Gartner Digital Workplace Summit.

Why voice conversations are a vital piece of your digital strategy
Why voice conversations are a vital piece of your digital strategy

It’s hard to believe that less than 50 per cent of CRM sale updates actually make their way into the CRM, but that’s what a recent article on SalesforceBen revealed about how automatic logging of activity into Salesforce can improve data quality.

What a Successful Digital Workplace is Like
What a Successful Digital Workplace is Like

Within the span of a decade, the smartphone, followed by smart communications, has become so pervasive in the modern social fabric that it has become common wisdom that the traditional workspace needs a digital overhaul. Trends driven by the cloud and social communities, which gave rise to working styles that are increasingly agile and flexible, have even led to the ideation of the bleisure concept

Organisational Change Management and Training - What's the difference?
Organisational Change Management and Training - What's the difference?

Good question! This is something I have been asked a lot in the past when companies are rolling out a new system or making an organisational change. “Surely, we just need to let our employees know that the change is coming, and provide training?”

With digital communications, a new world of opportunity is opening up
With digital communications, a new world of opportunity is opening up

Yesterday's inflexible IT infrastructure is providing diminishing returns. It’s relatively costly, and employees are challenged to communicate, collaborate and respond to customers as quickly as they need. As digital technology transforms the way services are delivered, the imperative now is to have the ability to join the dots between any number of communication platforms and information access points.

Thinking like a cyber adversary
Thinking like a cyber adversary

In a world of sensitive data and tightening regulations, discover what you should do as an organisation!

How businesses can enhance customer service using new technology
How businesses can enhance customer service using new technology

The saying “the customer is always right” is one that has been drilled into those who work in customer service for as long as we can remember. Initially coined in the early 1900’s by pioneering retailers including Harry Gordon Selfridge, Job Wanamaker and Marshall Field, it placed great emphasis on why businesses should always aim to improve the customer experience.

The remote office
The remote office

What does the remote office look like? You are in a comfortable place, whether it’s at home, a coffee shop or a work hub, with a cup of tea and your favorite music playing. These days, having a single office isn’t so common anymore.

Collaboration and the generation dilemma
Collaboration and the generation dilemma

Collaboration is key for driving business forwards. But, enabling collaboration across different generations of workers is a challenge nearly every business will face. From Baby Boomers, to Millennials and Gen Xers, the requirements they need in workplace and the way they interact with technology can be vastly different.

Securing unified communications on the cloud
Securing unified communications on the cloud

Demand for smarter and more intuitive ways of working are on the rise. We now want to connect with colleagues easily, regardless of time zone or location. As a result, many organisations are adopting Unified Communications (UC) and collaboration tools, which deliver the productivity boosting and collaboration enhancing benefits businesses want.

Enterprise BYOA opens “secret tunnel” to the dark web
Enterprise BYOA opens “secret tunnel” to the dark web

There’s an unguarded doorway into your organization that by-passes perimeter security and puts customers’ personal information and employee records in jeopardy. While your IT department focuses its energy on preventing direct hacking attacks or email phishing scams, hackers have found another way in –it’s invisible, yet in plain sight.

Are we in danger of losing the softer side of customer service?
Are we in danger of losing the softer side of customer service?

In today’s digital-first era, it’s not surprising that more and more people are disinclined to pick up the phone, especially when it seems that the majority of calls tend to come from telemarketers or scammers. Additionally, many companies are increasingly turning to chatbots, virtual assistants and social media to interact with their customers.

Cloud telephony explained
Cloud telephony explained

The advent of cloud computing was a huge inflection point in the history of technology. It has led to increasingly software driven businesses – gone are the days of bulky hardware, brick style mobile phones and saving data onto floppy disks

Comparing UCAAS providers: 5 key considerations
Comparing UCAAS providers: 5 key considerations

As the workplace continues to evolve, we see new technologies and services entering the business environment all the time. The office of the future is being shaped by factors like flexible working hours, shared information, and cloud technology. How can businesses that depend on voice, messaging, presence, and collaboration better utilise technology to support employee productivity, irrespective of location and device?

The impact of technology on productivity
The impact of technology on productivity

The inexorable advance of technological progress. Think smartphones, easily portable laptops and tablets which let you work anywhere. Working on projects in real time with colleagues connecting remotely from the other end of the planet. Surely with such advances and conveniences we must be entering one of the most productive eras in history? 

Improved collaboration in the cloud
Improved collaboration in the cloud

The cloud has transformed the way businesses operate, allowing flexible working hours and improving collaboration between employees. It has boosted productivity and communication, giving employees the opportunity to participate more, organise their teams and delegate tasks to individuals in a more efficient manner.  

WolfVision brings AV over IP-based classroom collaboration
WolfVision brings AV over IP-based classroom collaboration

The vSolution MATRIX solution from WolfVision represents a significant step forward in learning space design, enabling intuitive control, distribution, and sharing of video and audio between multiple workstation monitors using multiple Cynap, and Cynap Core units connected using network infrastructure.

Capitalising on AI and contextual communications
Capitalising on AI and contextual communications

In this blog, we run through the steps that businesses need to take to put them on the path of true communication transformation, enabling them to create far more engaging customer and business experiences.

The role of the SI when AI meets EI
The role of the SI when AI meets EI

There was a time when IT systems were formed of discrete islands, invariably unconnected, and therefore only partially productive. Tools were chosen to help staff do their jobs. However, their selection didn’t necessarily take into consideration whether they would help to get the job done in a way that matched consumers’ actual service preferences.

Fuze discusses what role AI can play in enabling smarter collaboration
Fuze discusses what role AI can play in enabling smarter collaboration

Q&A with Michael Affronti VP Product - Fuze, Michael shared his insight as to how AI can lead to smarter collaboration and how Fuze can help you to embrace collaboration better in your organisation using reliable, scalable digital technology. 

Combating against shadow IT - how to keep video conferencing GDPR compliant
Combating against shadow IT - how to keep video conferencing GDPR compliant

The introduction of GDPR legislation marks a crackdown in terms of where data is stored in the cloud, with stricter fines for businesses in breach of those regulations. However, a recent report  by security firm Blue Coat found that 98% of cloud-based applications do not comply with GDPR legislation. It’s a combination of human error and lack of visibility or control over applications, and shadow IT or shadow data that is the largest risk factor for security breaches and non-compliance.

Which Road Is Your Customer Experience On?
Which Road Is Your Customer Experience On?

Who would have thought that in 2018, with all the technological evolution's we have already lived through in the past 10-15 years, from Cloud Computing, Smartphones, Social Media, Drones, Big Data, Virtual Reality (VR), Artificial Intelligence (AI) and the Internet Of Things (IOT) that customer experience could still be slow, put work on the customers shoulders and often let customers down.