Communications Blog

Contact center agents in 2017 must communicate with customers not only on the phone but via social media, instant messaging, video conferencing and web chat. How can humans do it all? Increasingly, they can't.

Most organizations today are not on a single, unified communications platform. They're on disparate platforms from any number of UC vendors - Cisco, Avaya, Genesys, Microsoft, and others.

Robin Gareiss is president and founder of Nemertes Research, overseeing research product development, conducting primary research, and advising leading enterprises, vendors, and carriers.

Optimal unified communications and collaboration (UCC) management can be the gateway to enabling successful digital transformation. In early 2017 Nemertes Research surveyed over 700 IT leaders and found there are a number of barriers stopping companies from optimally managing...

Arguably, one of the most overused technology buzz-phrases is “digital transformation.” It means many things to many people, and often the so-dubbed project doesn't result in anything transformative. So we advise IT leaders frequently on a.) what qualifies as a digital...

Would You Trust an Untested System?Would you board an airplane that had never actually gone on a test flight? Where the decision to put the plane into service was based solely on how it feels to sit in the passenger seat and whether or not the engine turns on when we flip the...

Contact center technology can be a beast: powerful, difficult to control and if there's something wrong with it, it can be tricky to figure out what exactly it is. Monitoring contact center technology helps you tame the beast and understand it's behavior better. This enables you...