911 Compliance Doesn’t Come Shrink Wrapped

Robert Lee Harris, Elizabeth (Beth) English Identifying areas and levels of risk is an important part of your 911 planning. This involves looking at everything related to 911 and includes non-technical details.  Telecommunications platform and provider professionals have spent the last few years getting up to speed with new federal regulations for 911 emergency service. […]

Leveraging the Cloud for Customer Service Innovation

The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote […]

Is Good Employee Experience Necessary for Company Success?

A review of Empathy in Action: How to Deliver Great Customer Experiences at Scale by Genesys CEO Tony Bates and Dr. Natalie Petouhoff Two things are happening in today’s business world. Business and retail consumers are rapidly shifting the products and services that they use, and employees are taking a hard look at where they […]