Digital Transformation

Despite the availability of all-in-one communications solutions, the majority of small and midsize businesses (SMBs) still rely on separate apps for calling, meetings, messaging, virtual events, webinars, contact center, and customer support....

15 August, 2022

Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...

15 June, 2022

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study. Depending...

13 May, 2022

Today, most organizations treat UC management separately from network management. When a problem occurs, they must move between disparate network and UC management platforms, often manually, to identify the problem and determine a fix. This approach creates unnecessary delay and inefficiencies and leads to frustrated...

01 February, 2022

Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will rely on self-service portals. It's important for CX leaders to focus on delivering customer self-service benefits,...

02 February, 2021