Tech Gurus, John Romeo and Jim Bowers, explore how security plays into your customers’ contact center solutions.
Cloud Infrastructure Architect and Tech Guru, Jim Demetrius, shares the latest on edge computing and what you need to know.
What is Desktop as a Service vs VDI?
Cloud Communications Architect and Tech Guru, John Romeo, shares how outbound dialing can really benefit your customers’ businesses, especially at a time when many organizations are looking to improve efficiency and better manage headcount.
Outbound dialing is more than just the stigma of a robo-call anymore - it can be as adaptive and advance as any inbound IVR treatment but in reverse. The advantage to calling your customer vs. waiting for them to call you is the ability to control the volume and staff appropriately, instead of attempting to guess your busy hour and falling short, creating a poor customer experience. Plus, having multi-skilled agents handling both inbound calls and participating in an outbound campaign maximizes your workforce efficiency.
Cloud Infrastructure Architect and TBI Tech Guru, Jim Demetrius, shares his insight on how to make this year better than the last – and how to avoid some of the same mistake if possible. Apply this insight to your own business and share with your customers.
The last thing any of us want to do is to replay 2020 with all the year’s ups, downs and uncertainties. This past year has been crazy to say the least, for all of us personally and professionally. We had to learn to work from home and manage our time appropriately and interact with our peers on new and different platforms. We all managed to figure out the Zoom calls and conference calls – and putting a sticky note over the camera of our laptops so no one could see us!
AI in the collaborative space is not a new concept but its role and demand in the midst of a global pandemic have never been more relevant than today. However, having AI and having a strategy for how to use it and drive value, internally and externally, are two separate things. The term “garbage in garbage out” has never become more of an apt phrase than in relation to what data is driving this automated intelligence. Companies must adapt quickly to change, more so today than ever. Rigorously creating an answer and response database from scratch, or using a knowledge base that is not properly vetted, are what most companies are forced to choose from. The key is to understand that going from little or no automation to a full automation agent-less customer experience overnight is not the answer. Below are examples of core concepts for a successful AI journey.
Security operations center as a service (SOCaaS) and managed detection and response (MDR) are managed cybersecurity services that provide intrusion detection of ransomware/malware and malicious activity in the network and assist in rapid incident response to eliminate those threats with concise remediation actions. Typically, SOCaaS and MDR combine with technology solutions that have outsourced security analysts to extend security technologies and team.
Cloud Infrastructure Architect and TBI Tech Guru, Jim Demetrius, shares his insight on how to successfully move customers to the cloud – the conversations that need to be had and considerations that need to be made.
Business continuity strategy means having a resilient, redundant remote working environment accessible in the cloud that encompasses all necessary business systems. This would include communications like voice and contact center, CRMs, data center infrastructure, backup strategy and disaster recovery.
We are in a new and different world. It happened overnight, and no one could have predicted it.
Just several weeks ago, we had a choice. If we needed essentials, we could immediately walk into a brick and mortar store to get what we wanted, or we could go online to make the same purchase. Today, we suddenly find ourselves in a world that quickly evolved from traditional brick and mortar stores to essentially one of virtual reality. With both major retail chains and local businesses shutting down overnight, we have been forced into a world of uncertainty and have become even more reliant on online retailers to get us the goods and services we need
In these uncertain times, there is a lot of turmoil about how and where business will be transacted. In the channel, the telecommunications and infrastructure that run it all are being affected in a number of ways. There are challenges for businesses, whether an infrastructure is hosted on-premise or in the cloud.
Disaster Recovery as a Service, or DRaaS as it is more commonly known, is an essential part of a well thought out business continuity (BC) plan. Business continuity plans refer to the systems of prevention and recovery that are put in place to deal with potential threats. I typically ask my customers if they have a disaster recovery plan in place to safeguard their key IT systems that run their business applications. There are two types of customers, the ones who understand the importance of DRaaS and business continuity and have plans in place and those that don’t understand the full scope of DRaaS and business continuity and therefore do not have plans in place to safeguard themselves against potential threats.