When looking at cloud contact center (CCC or CCaaS), my biggest observation is that pure play contact center providers (Genesys, Serenova, et al) are built for primarily inbound contact centers […]
Mid-Summer’s Musings on Cloud Comms Read More »
Employee experience is more important than customer experience. The employee spends as much time communicating internally as externally so their experience with software (tools for their job) is paramount. Clunky
UCaaS has been pushing the rock up the proverbial hill for 17 years. Last year the market penetration of UCaaS was shy of 20%. Today, it is pushing 50%. It
What Can We Learn from the Pandemic? Read More »
CPaaS, UCaaS, CCC, SaaS, CRM – all crowded markets with new providers joining the (already crowded) ranks every quarter. How to compete? One way is to go the way of
Competing in XaaS Space Today Read More »
Saks Fifth Avenue, Neiman Marcus and J Crew have all filed for bankruptcy under the cover of COVID-19. Only Bloomberg seemed to notice that these retail giants were over-burdened with
I see people talking about virtual conferences. I have even been on two this year. I am passing on any more. Here’s why: In-person keynotes from the corporate exec have
Running a Virtual Conference Read More »
