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Data Protection: The Last Line of Defense for Your Data Center

Posted on October 8, 2019 by Tony Ocampo

Just recently, one of my customers—a large K-12 School District—was hit by a major ransomware breach. Just how major was it? The breach was so major that the whole (and I really mean the WHOLE) data center was inoperable. Primary data and backup data was encrypted beyond usability.  Management systems of production devices and the backup application systems were compromised beyond recoverability. Active Directory and authentication capabilities were locked out. The result was that the data center became a bunch of bare-metal hardware with blinking lights.

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It’s A Multi-Cloud World

Posted on October 1, 2019 by Tim Femister

I’ll start by answering a question that immediately comes to mind: What, exactly, does multi-cloud mean? When we reference a multi-cloud environment, we’re talking about an organization that utilizes some combination of one or more public and/or private clouds to power their critical applications and workloads. For example, an organization may utilize Amazon Web Services (AWS) for its mainstream applications, Google Cloud for machine learning (ML)-centric workloads, and a private on-premises cloud for compliance-governed applications. Sound complicated? It is. 

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Integrating CRM + Telephony: Four Benefits to the Customer Experience

Posted on September 24, 2019 by Ronnie Cole

What is a Connector? By definition, it is “a thing that links two or more things together.” In the telecommunications sector, that can mean a multitude of things. For the purposes of this blog post, I will be talking about ConvergeOne Advanced Services (C1AS) and the benefits of integrating Customer Relationship Management (CRM) platforms with Telephony platforms.

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Is Governance + Risk + Compliance Stalling your Omnichannel Projects?

Posted on September 17, 2019 by David Lover

Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way? I’ve yet to find a scenario where it’s the technology that’s slowing things down. Don’t get me wrong, omnichannel isn’t easy. It’s a very different approach to customer contact than traditional call centers or even multichannel contact centers. Omnichannel is all about customizing the journey of the person (or thing) trying to interact with your business. First we need to understand what the customer journey actually looks like. This is often a lot harder than it sounds. Most people in a company know their little piece of the customer journey, but very few can articulate the details of the full, beginning-to-end journey. This often requires a lot of exploration, business-level interviews, multi-disciplinary teams, and documentation.

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The Customer Relationship Renaissance

Posted on September 10, 2019 by ConvergeOne

Who owns the customer relationship in your company or organization: Marketing, Customer Service, or IT? Fifteen years ago, the answer was clear: Customer Service, period. Over time, the answer has become murkier. Once customers began researching a product or service prior to purchase—a phenomenon Google coined the “Zero Moment of Truth”—a shift occurred. Marketing began to lay claim to the customer relationship. This was due, in large part, to the bevy of channels available to customers—such as browsers, apps, and social media—prior to communicating with a company. Fast forward to the present day and customers are empowered with even more resources to answer their own questions and conduct their own due diligence before contacting a company.

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Any Application, Anywhere: The Hybrid Data Center

Posted on September 3, 2019 by Tony Ocampo

Every morning when I get up, there are a series of apps that I fire up to gather my daily dose of information that fuels my personal, financial, and work life. In this day and age, I need to access the data on my mobile device/smartphone or PC anywhere and at any time. For all practical purposes, I really don’t care how that information is processed behind the scenes.

Isn’t that typical of how we consume information in today’s digital transformation age? Being a technical person, I do understand how this information is produced and delivered, but most of us just want the information when we demand it – we don’t care about how it gets to us. That is, until our business is the one that must provide the data to consumers, who demand convenient access to it at all times. So, how does data get delivered to consumers’ devices of choice?

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Ride the WAVES to Digital Transformation Success

Posted on August 27, 2019 by ConvergeOne

Digital transformation is a never-ending journey that requires organizations to continually update their technology to keep pace with innovation. This lends a sense of urgency to any technology upgrade, which means that organizations will oftentimes partner with solution providers who offer a quick fix and grandiose promises. The problem? The solutions are out-of-the-box rather than tailored to the specific needs of the organization. It’s a fact: Every organization is different and has its own specific requirements, so how could the same solution possibly be optimized to fit every organization’s needs?

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Solving Business Challenges with IoT + Web Services + WebRTC

Posted on August 20, 2019 by Kevin Mertz

When you think of any one of these technologies – Internet of Things (IoT), Web Services, or WebRTC – by itself, each is a bright and shiny object that catches our attention. The capabilities of each of these technologies stand on their own and are very cool.

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Cats + Kids + Customer Service: Changing the Customer Experience with Video

Posted on August 13, 2019 by Kathy Sobus

We live in the era of the Internet of Things (IoT); with a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily lives that we often take it for granted. In fact, an Internet Trends report shows that nearly 90% of U.S. adults use the Internet. It is important to design support solutions that align with the way your customers work and live. However, even in our wired world, human interaction still plays a critical role and you can leverage technology to give your customers the best of both worlds.

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Leveraging Technology to Simplify Healthcare Processes

Posted on August 6, 2019 by Mark Wechsler

Open telecommunication architectures enable integration with leading healthcare application vendors. Architectures such as Avaya Aura™ enable electronic health record and revenue cycle management systems to be augmented with state-of-the-art contact center and telecommunication solutions, simplifying interactions between patients, business users, and clinical professionals. Their unified communication capabilities assure reliable and secure messaging across the user community regardless of an individual’s role or responsibilities.

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