CX solutions offer a proven way to consolidate communications platforms and reduce Total Cost of Ownership (TCO). In exploring potential solutions, you must carefully consider what’s right for your organization to maximize the potential benefits and ensure a clear path to ROI. Contact Center as a Service (CCaaS) or CX solutions enhance the overall customer …
The pandemic gravely affected the contact center industry, and as a result, more organizations are looking to leverage collaborative intelligence in their operations. From hurried digital transformations to hiring and retention issues, contact centers have been forced to find new ways to adapt to customer and business demands. Over the past several years, we’ve also …
The employee burnout rate is higher now than at the height of the pandemic, and it’s worsening. With companies struggling to maintain their workforce, many are looking for new ways to ensure they meet their service levels — like using Intelligent Virtual Agents (IVAs). The current reality of the workforce is that burnout is now …
The pandemic taught us that having the right tools for communication is crucial for success. Regardless of location or device, employees need to collaborate efficiently and effectively, and to facilitate this, many companies have turned to Unified Communications as a Service (UCaaS). Initially, some companies weren’t interested in investing in UCaaS, thinking that remote work …
While Desktop as a Service (DaaS) rose in popularity pre-2020, the sudden pivot to remote work sharply increased demand. Organizations quickly plunged into remote work and experienced the benefits of DaaS solutions, including flexibility, scalability, and cost-effectiveness. This nearly overnight shift requiring new technology is a textbook example of an impending event that drives technology …
Companies team up to provide a wide range of custom services and solutions for hospitality sector. Bridgepointe Technologies (“Bridgepointe” or the “Company”), a tech advisory firm that helps mid-market and enterprise companies bridge the gap between tech investments and business results today announced a formal strategic partnership with TekSecute Technology Group. TekSecute is a well-known …
UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) have helped countless businesses transform how they communicate. And that transformation will only accelerate in the coming year when we look at trends in UCaaS and CCaaS. With new technologies being developed daily, UCaaS and CCaaS can offer businesses more functionality and …
Contact center operations involve a lot of moving parts, which is why technology has always played a role in their success. From improving the customer experience to onboarding and upskilling agents, technology has always shaped the way contact centers operate. The latest advancements in technology provide useful tools for contact centers, but which ones …
Hi, and welcome to The Bridge. I’m your host, Scott Kinka. My guest on the pod this week is Sanjay Srinivasan. He’s the Senior Vice President of Solutions Engineering for Vonage. In his distant past, he served as the Chief Architect for Simple Signal. They were acquired by Vonage to be their business arm about …
With hybrid work becoming the new norm for many, effective hybrid collaboration is more important than ever. The pandemic jump-started an already existing trend towards remote and hybrid models of work, and there’s no sign that it’s slowing down. While hybrid work is preferred by many employees and employers, it’s not without its challenges. …
Hi, and welcome to The Bridge. I’m Scott Kinka. My guest on this episode is Ashish Seth. He’s the Vice President of Product Management at RingCentral. Ashish is a recent addition to RingCentral. He’s got a legacy and contact center and that’s his charter at Ring. Mind you, focusing on the Ring Contact Center product. …
When the global pandemic began in early 2020, it completely upended the way we work. The shift to remote work and virtual meetings created a huge push regarding the technology employees use daily. Since then, we’ve seen various trends come and go but at this point, it’s safe to say hybrid work is here to …