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UC as a Service (UCaaS) Service Provider Scorecard: North America Excerpts

uc as a service (ucaas) service provider scorecard: north america excerpts

Published By: Research Desk Released: Dec 23, 2019

In this Scorecard we look at the top 10 UC as a service (UCaaS) providers in North America. Over the past nine years, there has been slow and steady consolidation of business VoIP providers in North A...

Achieving Agility with Cloud UC

achieving agility with cloud uc

Published By: Research Desk Released: Dec 23, 2019

Businesses are rapidly moving to the cloud for their communications and collaboration needs, especially when they want to deliver a consistent set of services to staff anywhere in the world without th...

Contact Center 2.0: The Rise of Collaborative Contact Centers

contact center 2.0: the rise of collaborative contact centers

Published By: Research Desk Released: Dec 23, 2019

Altimeter’s Brian Solis discusses the evolution of Contact Center 2.0, an integrated approach to UCaaS that brings experts and agents together to deliver modern, real-time customer experiences....

5 WAYS TO CHANGE A TOXIC CALL CENTER ENVIRONMENT

5 ways to change a toxic call center environment

Published By: Research Desk Released: Dec 23, 2019

No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. When customers call in, they’re hoping to connect with an actively engaged t...

The Total Economic Impact™ Of RingCentral Contact Center

the total economic impact™ of ringcentral contact center

Published By: Research Desk Released: Dec 23, 2019

RingCentral Contact Center is an omnichannel and collaborative cloudbased contact center platform. It helps organizations deliver a better customer experience and improve agents’ productivity and wo...

Contact Center 2.0: The Rise of Collaborative Contact Centers

contact center 2.0: the rise of collaborative contact centers

Published By: Research Desk Released: Mar 21, 2019

In this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the transformation of contact centers in today’s digital workplace. Contact Center 1.0 was designed and deployed ...

Employee Experience and Customer Experience: Two Halves of the Whole Equation

employee experience and customer experience: two halves of the whole equation

Published By: Research Desk Released: Mar 21, 2019

Improving the Way People Experience Your Company, Inside and Out This report from Constellation Research highlights the advantages of bringing together customer and employee experience, including t...

Disruptive Customer Engagement

disruptive customer engagement

Published By: Research Desk Released: Mar 21, 2019

Digital transformation, digitalization, call it what you will, but the trend toward smarter, more nimble business enabled by technology is real. The trend spans industries, and the leaders of these in...

Overcoming the Digital Age Disconnect

overcoming the digital age disconnect

Published By: Research Desk Released: Mar 21, 2019

Traditionally, businesses think about employee and customer engagement strategies as two separate areas, owned by different stakeholders. This siloed approach creates barriers within the organization ...

Magic Quadrant for Unified Communications as a Service, Worldwide

magic quadrant for unified communications as a service, worldwide

Published By: Research Desk Released: Dec 24, 2018

RingCentral was recognized once again as a Leader in the 2018 Gartner Magic Quadrant for Unified Communications as a Service (UCaaS) worldwide. This year RingCentral outpaced the market and is positio...

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