Today’s digital economy is a tough place to be competing in for any business. Opportunities may exist in this new economy, but companies who were established before the digital era came along have become all too aware of the fast-paced […]
As today’s customers interact over an increasing number of media platforms , including voice, video, chat, email and social media the recording systems have become more sophisticated to record interactions across these platforms.
We are now seeing the millennial generation, born between 1980 and 2000 entering our workforce in ever increasing numbers, their digital skills, attitudes and expectations are what will shape the world of work in the future. By 2025 millennials will form around 75% of the global workforce (Forbes). They are at one with today’s digital world because they have grown up with the internet, social media, broadband, smartphones, tablets and laptops. Their daily use of technology to communicate across a wide range of channels, using more than just voice, is one of their defining characteristics.
In today’s digital era talent development has never been more important as a means of keeping employees engaged and maintaining that key competitive advantage.
As customer experience becomes a more important Telco boardroom strategy, service providers need to up their game and improve B2B customer experiences to the same degree as B2C. Capturing a greater wallet share from B2C customers has always been important for Telcos, but now more than ever we are seeing this focus shifting to incorporate the B2B user. So how do the needs differ from the B2C customer and what steps can carriers implement to deliver a great B2B- customer experience?
Many organizations have hosted unified communications, but are their systems intelligent?
Intelligent hosted UC creates, manages and delivers value for companies that use unified communications. It’s more than just a phone call, explained CTI Group Vice President of Business Development in the Americas Bill Miller in a recent EDUcast sponsored by CTI Group and Telecom Reseller.
Today’s tech savvy customers are increasingly communicating with your business using a wide range of digital communication technologies. They are leveraging social media, email, phone calls and online chat portals, and each time they connect they are leaving behind a ‘digital footprint’ of data. Some of this data is gathered behind the scenes, by website cookies, for instance. Other data comes from information people actively share via social media, instant messages and other communication. The data that makes up these digital footprints can be analyzed to find patterns and relationships through the process known as data mining.
The Top 10 Benefits of Hosted PBX
As businesses environments change, so does the way we communicate. Telephone service is becoming much more than a dial tone. Employees are demanding extensive features such as the ability to transition seamlessly between desk phone and mobile. Traditionally, these features are extremely expensive for an on-premises phone system. These costly systems require dedicated data center space, endless equipment, overpriced desk phones, and extensive wiring to connect to the local carrier. It is easy to see why organizations are switching to cloud based PBX to eliminate on-site hardware and maintenance.
Today’s telecom service providers have a largely untapped source of customer data contained within their billing platforms. Billing data provides insight into the services that generate revenue for service providers, however, service providers are either not optimizing this information to their own advantage, or find the analysis of this data both costly and time consuming.
The demands of Dodd-Frank and EMIR compliance regulations have prompted many trading companies to invest heavily in new technology, as well as staffing for compliance roles. The implementation of MiFID II is only adding to that burden and expense.
Tight compliance deadlines mean many of these investments are made under duress, as trading companies rush to implement systems. Many of these new systems are incapable of effectively automating the delivery of records required to meet compliance demands. With today’s demands, solutions need to be able to simultaneously monitor voice activity across trading platforms, PBX systems, private wire, IP links and PSTN connections. In addition, they need to deliver real-time analytics. Whether organizations are single-site or larger, more complex multinationals, the solutions they invest in need to scale with the business and be cost effective both at implementation and as they evolve.