The 60s Called—They Want Their Call Center Back


Consumers—people like you and me—experience a big disconnect when they move from the world of the web to talking to the customer representatives of the businesses they frequent. The easy availability of information…

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Enterprise Connect: Where the Smart Money Takes to the Cloud


If Enterprise Connect attendance is an accurate indicator, cloud-based applications might be moving into larger and more risk-averse enterprises, such as finance. Statistics aren’t yet available for this year, but last year, almost…

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Is Your Company in Call Center Denial?

cloud contact centers ease caller and agent frustration

Are you in denial about running a call center? Lots of companies are. They don’t think that the heavy incoming customer calls they take really constitute a “real” call center or—if email, web…

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Apple Deal Underscores Safe Harbor’s Importance in Business Communications

Safe Harbor

The news that Apple is going to spend nearly $2 billion on new European data centers—and the open secret that it’s doing that to assuage Europeans that their data won’t leave Europe—recently put…

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Ultra-Cool Cloud Analytics Tricks Your Old PBX Just Can’t Do

Communications analytics

Pity the poor PBX. It’s already the Winnie-the-Pooh of communications these days—“of very little brain.” For example, its inability to quickly route calls to auto attendants, laptops, smartphones and tablets makes it look…

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McDonald’s Franchise Expands—With ‘Invisible’ 8x8 Phone Service

McDonald's franchisee selects 8x8 cloud phone system

It would be hard to find an environment that’s tougher on phone systems than a restaurant like McDonald’s. In the kitchen area, lots of busy, hurried people are focused like a laser beam on…

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The Cloud Can Give You a Big Data Edge—without Big Iron

Gain real insights with analytics

“Everyone’s doing it, but no one knows why,” Gartner analysts once said of Big Data analytics. Many large companies with Big Iron mainframes are using such sophisticated software to mine data such as…

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Clearing Up Omni-Confusion about Omni-Channel


What, precisely, is ‘omni-channel’ supposed to mean? It kind of sounds like something out of a late-night Creature Feature, but suddenly, you can hardly avoid the term if your job involves customer service…

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After Disaster: How to Say ‘Never Again’ to Downed Communications


Digging out after a major disaster like a storm or a flood is never easy. But these days, many businesses have already survived more than one “historic weather event”—and they’re getting serious about…

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Moving Daze: Cloud Communications Can Make the Phone Part Easy

Moving Communications to the Cloud

“One move equals two fires” was a favorite saying of the CEO of a company I used to work for. He used to get knowing laughs every time he said it—even though he…

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