Are You Thinking Strategically About IT?
Having recently attended Gartner’s Enterprise Architecture Summit, I came away with strong validation about some of the IT challenges we hear about regularly from our customers. Businesses both large and small are struggling with the realities facing IT, namely doing more with less. Budgets are shrinking, partly because IT can’t always deliver an acceptable ROI […]
Why do I believe that Skype for Business will have a far greater impact than Lync ever had?
I am often asked this question, and there are numerous answers and reasons as to why I believe this. To illustrate, let’s start with a simple exercise. Load up Google, and enter these two search phrases: What is Microsoft Lync? What is Skype? What explanation do you get?
Strategic Reasons for Implementing Video in the Contact Center
You may not recall exactly when the call center became the contact center, but you understand what it means. With the rise of IP-based communications, we’ve been able to move from the telephony-centric legacy model of customer care to the communications-centric model, where voice is just one of several modes in today’s multichannel environment.
Video Communication Isn’t Just For Big Banks
In the hyper competitive world of banking, customer service is a key differentiator. With so many options and choices, consumer loyalty can be fickle. It’s no surprise, accordingly, that many of the world’s largest banks are investing heavily in technologies that provide their customers with convenience and efficiency. One trend taking hold is adoption of […]
Focusing on Healthcare
Any healthcare executive will tell you that hospital and health system administrators serve two masters: ensuring their facility delivers the highest quality patient care; and maximizing financial returns. More often than not, those two worlds collide with combustible results similar to pouring oil on a gas fire.
Will Skype for Business Become the New Killer UC App?
About two months ago, Microsoft’s corporate VP for Skype, Gurdeep Pall, revealed some big changes projected for Microsoft Lync in the first half of 2015 including a new name – Skype for Business, plus a new user interface and new features. It’s no surprise that Microsoft is making a crucial play to try to capture […]
Why Canadians Want Healthcare To Step Up To The Digital Age Right Now
A recent study released by TELUS Health that gathered feedback from 1,000 adults from Quebec, half of whom suffer from chronic illness, offered several insights into what many Canadians believe to be the problems — and the solution — to the current state of healthcare. Forty-two percent of respondents indicated that they’re dissatisfied with their […]
Is 4K Video Ready for Prime Time?
Marketers and consumers of HD video are being inundated with waves of messaging telling them to trade in their outdated HD video streaming equipment for the latest in 4K Ultra HD (UHD) technology. This newer technology boasts four times the resolution of current HD along with eye-popping clarity and unmatched color richness. A recent article […]
Common Pitfalls….when Considering Managed Services
What may be considered the “traditional” workforce has changed immensely and rapidly over the past few years with more and more employees working remotely. Coupled with the increasing demand to deliver services through the cloud and with so many Service Providers trying to differentiate their offerings beyond traditional Internet, cable, and voice, it’s no wonder […]
Secrets in Getting Ahead of Internal Process for Launch
With today’s busy marketplace of Service Providers adding Video Solutions to their portfolio of offerings, being first to market does count – maybe more now than ever before. Once your solution offering is roadmapped, though, how do you get to market quickly when the internal process itself can take months? Just having a launch process […]
Public Sector View Radio: Improving customer experience in the federal government with technology
When people think about interacting with the government – whether it be the federal government or their local government – they often think of long lines, bureaucracy, long drives and missed work. However, the government is looking to shake that perception by making customer experience a priority and turning to technology to better serve its […]
Telehealth Kiosks: A Patient Care Game-Changer
In the past, retail pharmacies used self-serve kiosks as little more than time fillers, enabling patrons to check their blood pressure and learn a few medical facts while they waited for their prescriptions to be filled. As telehealth technology progresses, however, these kiosks are taking on much more important roles in consumers’ (i.e. patients’) lives. […]