New independent research commissioned by BT and Cisco reveals that stretched budgets and outdated systems prevent better collaboration in large organisations with solutions emerging in the cloud. [Read more...]
Extending Cloud Solutions across the Ecosystem: Introducing End-To-End Cloud Contact Center Solutions
By: Douglas Tavolacci, BT Contact Strategic Business Development, BT Global Services.
BT research indicates 7 out of 10 consumers prefer using self-serve applications vs. live agents if they provide “improved speed and control”, and almost 8 out of 10 consumers will buy more from companies that “make it easier to do business” with them. These basic insights are becoming increasingly relevant as companies look to expand “cloud-based” contact center capabilities beyond core infrastructure to across the customer management ecosystem.
Whether by phone, email, chat, SMS or social media, customers want quick and accurate information from organizations to address their needs. Right. First. Time. These can range from known routine transactions, to predictable interactions foreseen by big data analytics, to social media. [Read more...]
Security is a very big concern when it comes to cloud. And as a leading provider* of cloud to the enterprise market we’re proud that it’s one of our main USPs.
There are other cloud providers, sure. But there’s a difference between the scale of mass market providers with a stack ‘em high, sell ‘em cheap approach, and the carrier-grade pedigree service and global footprint that we offer our customers. [Read more...]
As the banking crisis of 2008 morphed into a global economic crisis, the Western World went into shock. The subsequent deep recession has felt traumatic.
Over the last few years the world has seen huge changes. The global recession has reshaped the ways organisations around the world can operate, and in the same way new technologies have revolutionised the way we get things done, and helped us come up with powerful answers to the challenges faced in a tumultuous economic environment.
Because nothing is certain, and it’s impossible to guarantee what the future holds, flexibility is increasingly one of the most valuable assets you posses. [Read more...]