Enterprise Connect - BCStrategies Podcast Review

Jon Arnold

Many of us with BCStrategies both attended and presented at Enterprise Connect earlier this month, so there was a lot of collective insights in our circle. For more, there are several posts on our portal related to Enterprise Connect, along with various posts from us on No Jitter.

2018 Enterprise Service Goals


2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction.

Enterprise E911 Regulations Explained


However, some features of our present day enterprise communications technology has placed users of this service at a disadvantage when it comes to 911. The Blog Enterprise E911 Regulations Explained appeared first on West Corporation. Mary Boyd.

Preview for Enterprise Connect - Our BCStrategies Podcast

Jon Arnold

Since many of us at BCStrategies (nee UCStrategies) are speaking at Enterprise Connect , we put this podcast together so you can hear all about that in one place. The week is flying by, and the biggest conference in our space is next week, so time is short.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

IDC estimating enterprises will spend in excess of $2 trillion in 2019 on. solution in place, enterprises can tap into this. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

Enterprise Connect Preview #2 - New Podcast: Interviewed by No Jitter

Jon Arnold

I can't tie up loose ends fast enough ahead of next week's Enterprise Connect in Orlando. The interview was conducted by No Jitter's Beth Schultz , and we touched on the key themes I'll be addressing, along with why speech tech is getting really interesting now in the enterprise.

Is the Enterprise MoNage-Ready?

Jon Arnold

I've also been active with several other industry events lately, and based on all this, my message is about how enterprises should be looking at these technologies, especially for how they can enhance collaboration. That's the title of my current contribution to the UCStrategies portal, where I've been a UC Expert since 2013. I publish monthly there, plus I participate in our Industry Buzz podcasts regularly.

Reply.ai is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Bright Pattern

for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research Bright Pattern congratulates Reply.ai

Enterprise Rent-A-Car – Customer Experience Review


You are about to read my Customer Experience Review of Enterprise Rent-a-Car – another well-known name in the vehicle hire industry. Enterprise Rent-A-Car , Unit 5-6, Hartford Way, Sealand Industrial Estate, Chester CH1 4NT. Would I use Enterprise again?

Enterprise Connect 2017: Contact Center Round-up


2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

Chatbots Mature Into An Enterprise-class Customer Service Tool—Explore The Leading Vendors In This Market

Ian Jacobs

The delta between those simple-to-build, but anemic in functionality, chatbots and conversational self-service tools designed for real enterprise environments is great. enterprises should be able to deploy their chatbots in multiple channels.

What we learned at Enterprise Connect!


Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Combined with very little corporate governance, enterprises are faced with fragmentation and information siloes. We asked a random selection of show attendees four key questions: How many chat and team messaging apps do you use at work?

Preview of my Speech Tech Tutorial at Enterprise Connect on No Jitter

Jon Arnold

Got a few messages to unpack in that headline, as preparations for Enterprise Connect 2018 kick into high gear. This is my first time at Enterprise Connect , and I'll be one of the very first speakers, presenting a tutorial on speech technology at 8am, Monday, March 12.

Enterprise Uses of Speech Analytics (whitepaper)


Enterprise Uses of Speech Analytics (whitepaper). 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing.

Impact of Net Neutrality on the Enterprise - Our UCStrategies Podcast

Jon Arnold

The same applies for the workplace, and these changes are going to have implications for the nature of Internet services used by enterprises as well as the providers we get them from. Pretty timely topic here given the recent FCC rollback of Net Neutrality. It's a true cornerstone of the Internet as we know it, but that's about to change, and as consumers, we all have cause for concern.

UJET: Where Expectations Meet Reality at Enterprise Connect 


Next week, we'll be at the Gaylord in Kissimmee, FL for Enterprise Connect 2018! Stop by our booth (#2219) to talk with our team and learn how you can provide intuitive voice and chat support experiences to your customers across all their preferred connection points—over the phone, on your website, and right inside your mobile app.

ITExpo Preview #3 - The Rise of Messaging in the Enterprise

Jon Arnold

Here's the final preview post for the sessions I'll be moderating next week at ITExpo in Fort Lauderdale. We're getting our share of snow here in Toronto, so let's just say the change of scene will be nice! This session will be on the Friday at 11am in Room 210, and joining me will be David Frankel of ZipDX , Brad Blanken of Bandwidth.com , and David Walsh of VoIP Innovations. More detail about the session and the expo in general can be found in the Event Calendar section of my website.

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The Customer Experience is Everything: Join us at Enterprise Connect 2018


With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. We’ve worked tirelessly to arm our clients with the most intelligent tools and now we’re ready to reveal our newest (and dare we say, best) enterprise communications solution.

Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service.

Meet us at Enterprise Connect 2017


CaféX is redefining contact center operations and customer engagement

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced.

How Cloud Helps Enterprises Become Agile - My New Article in EM360 Magazine

Jon Arnold

I write occasionally for Enterprise Management 36 0 , a U.K.-based based publication, and that gives me some visibility outside North America. My latest was recently published in their Q2 edition, and is titled " Why is the Cloud an Essential Component of Your Agile Business? ".

Four Considerations for Enterprises Embedding Communications in Business Applications


Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer

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Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Contact Center Pipeline

Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Remove friction from the contact center experience


Customer validation solutions like TRUSTID’s Pre-Answer Caller Authentication uses ownership and location credentials to help contact centers make real-time decisions upstream to help improve enterprise efficiencies and remove friction from the customer experience.

The Future of Enterprise Collaboration and Seamless Video Conferencing with Rami Musallam, CEO of CafeX.


2016 has been an exciting year for CafeX and our customers. We accelerated our pace of innovation with the launch of Chime, Supervisor Assist, Live Assist for Dynamics 365, as well as Kickstart and Live Assist Short Code.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Enterprise-grade assistive AI initiatives are already in evidence across various industries.

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Messaging Customers Globally in a Changing Telecom Landscape


As the international telecom market experiences significant change, what are the important criteria for enterprises to consider when selecting a provider for their messaging and voice communications channels? Business Carriers Cloud Communications Enterprise Messaging Voice

Delivering the Goods with a Supply Chain Control Tower and Cloud Communications


Business Enterprise Messaging Real-time Communications SMS Voice logisticsEach time you take a product home from the store, you are at the end of a remarkable series of events. The modern supply chain is complex, efficient and, too often, one false step away from disaster.

Trunking’s New Tricks: Exploring the Elastic Benefits of SIP Trunking


Business Cloud Communications Enterprise Voice benefits of SIP trunking elastic sip trunking session initiation protocol unified communicationsOf all the industries cloud technology has turned on an ear, telecommunications must be near the top. Once fraught with high costs, burdensome inflexibility, and endless complexity, numerous digital innovations have made internal and external communications easier and more affordable than ever.

30 Customer Experience Questions to Guide You Through the Jungle


Connected Customer Experience Interactive Services analytics assessment business characteristics communication customer CX CXLM data Enterprise Connect environment experience interaction jungle measurement metrics organization questions service strategy structure technology

52 Reasons to Embrace Marketing Operations


I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Enterprise Transformation. Enterprise health.

Guest Blog: “Good” vs. “Great”


For the record, neither her nor I work for Enterprise – she was so impressed with the service, she shares her experience. and used Enterprise car rental. Enterprise obtained my flight number so they could meet me upon arrival. As Enterprise does not have a kiosk at the Victoria Airport, they drove us offsite to their office. Fast forward 4 days later… Back to the Enterprise office to return the vehicle.

The customer conniption! Identifying the ‘final straw’ moment


The company I have been using for the last two years is Enterprise Rent a Car. In 2017, Enterprise secured over 80 days of car rental from Ian Golding – I would guess that makes me a significant customer. The Enterprise staff member at Manchester Airport was very understanding.

Bots and AI: Great Bot Use Cases in Production Today


Developers Enterprise Real-time Communications VoiceEvery bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable.

Bots and AI: Great Bot Use Cases in Production Today


Developers Enterprise Real-time Communications VoiceEvery bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable.

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)


Relatively recently I switched to Enterprise – the experience they have given me has been markedly different (better) than any other hire car company I have used. I wrote a CX review on my perspective of Enterprise – you can read that here – it is very impressive.

How Unified Communication is Changing the VoIP Industry


Yet VoIP by itself became so synonymous with increased efficiency in enterprises that it began to settle into issues with syncing, loading, outages, and more. In a world where the gig economy, digital workplace, and BYOD culture are rapidly increasing trends, having such a unified experience isn’t just helpful to enterprises—it’s critical to their success. In consumer-facing enterprises, VoIP by itself can reduce the cost of customer contact and improve call speed.

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Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Our final installment of the differentiator series is perhaps the most important for customer service leadership.