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Modern Collaboration

An on-going series of interviews with experts and thought leaders in the Unified and Enterprise Communications industry. Focused on trends, new technologies and 'buyer's journey' related topics.
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Now displaying: June, 2016
Jun 30, 2016

Customer engagements have changed more over the last five years than they have in the previous thirty, according to Natalie Keightley, the Contact Center Product Marketing Lead for the EMEA region at Avaya.  Customers are mobile first, demand service in whatever channel and on whatever device suits them, expect companies to know everything about their history (regardless of channel) and insist they solve their problems immediately.  

In this insightful podcast, we dig into how customers are moving to make a superior customer experience the cornerstone of their brand.  We discuss how businesses are changing mindsets to deploy successful omni-channel customer service, the role that integrated self-service plays and how solutions like Avaya Breeze are helping businesses easily embed communications capabilities wherever they are needed (mobile apps, websites, enterprise apps like CRM, etc.).

If your business is ready to take customer experience management to the next level, this is definitely worth the listen!

Jun 24, 2016

This year is the year of video, but so was last year, and next year will be the year of video as well.  That's according to Ira Weinstein, video conferencing and collaboration specialist and partner at Wainhouse Research.  We dig into how the video conferencing market is evolving, the challenges keeping it from meeting its promise and how new solutions from service providers, like Yorktel's Univago virtual meeting rrom platform, are starting to tear down those barriers and open up access to visual collaboration.

If you are an SMB or a larger enterprise looking for ways to take video to the next level in your company, this podcast is definitely worth the listen.

Jun 1, 2016

Improved interactions with customers and greater internal efficiency has always been the promise of WebRTC and with the standard solidifying and Microsoft and Apple getting on board, businesses are now really starting to take advantage of it.  In this insightful interview with Xander Dumaine, Senior Software Engineer at Interactive Intelligence, we get into the details of where WebRTC is headed, the benefits to businesses and customers and why they have moved quickly to deploy their Contact Center solution as a WebRTC native application.  

We discuss market demand for WebRTC, how businesses and customers benefit from WebRTC capabilities and the types of capabilities WebRTC can deliver (no download screen sharing, video collaboration with contact center agents, etc.) that have never been feasible before.  If you are looking to leverage WebRTC to improve internal contact center operations and improve the customer experience, this podcast is a must listen.

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