ConvergeOne

Parents and communities place the highest degree of trust in local educational agency (LEA) schools to not only educate their children, but also to keep their children safe. LEA instructional and technology leaders are innovative and tireless in managing this enormous responsibility—and at ConvergeOne, so are we. Inspired by the mission of educators, we develop solutions for academic equity, student access, ransomware readiness, and other matters of concern to school leaders, including:

Has your organization realized the full potential of your Microsoft Office 365 subscription by adopting Microsoft Teams?

It’s an irrefutable truth: COVID-19 has quickly changed the modern workplace. At the onset of the pandemic, many businesses rushed to put temporary solutions in place to protect their employees and keep up their operations. Because these solutions were only meant to be short-term, they are now starting to show their weaknesses and concerns around their reliability and security are beginning to arise. The result: Obstacles are looming everywhere for CIOs.

ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. Over the past decade, the company’s leadership team recognized that although its investments in self-service had paid off well, they’d also created a challenge. The basic transactional calls that once dominated call queues—address changes, balance inquiries, new-service activation—had all but disappeared. The queue was dominated by the complex and varied issues that customers couldn’t solve on their own.

In the last blog post in this series, we explored the first three steps to delivering an excellent and secure customer experience: starting with a CISO, involving senior leadership, and adopting a risk-based approach. In this blog post, we’ll pick up where we left off and explore the final three steps.

How can you effectively safeguard the information your customers entrust in your company, as well as protect proprietary material and data? Begin your journey to a more secure customer experience by following these six steps.

Raise your hand if you’re guilty of sending secure information using your cellular device. Don’t worry—we all do it, despite the inherent risk involved in transmitting sensitive information across cellular and data-driven networks. However, this could leave not only your organization, but also your customers’ personal information, at risk. Customers want to feel safe interacting with your business. A critical component of an excellent customer experience involves ensuring the safety of your customers’ data.

A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money. It preferred operational expenses because it billed its customers on a monthly usage basis (i.e., how many phone calls it took), so it desired to match its cost structure with its revenue structure. Having to pay money upfront with the hope that the customers would use the system would not benefit the BPO; instead, it desired for its underlying technology and business costs to be paid when its clients made payments. For this reason, an “As-a-Service” model best suited the BPO from a financial and technology perspective.

The demands on enterprise networks have never been greater. More and more applications are moving to the cloud, connected endpoints are increasing exponentially, and distributed workforces are demanding secure access and optimal performance wherever they go.

It’s no secret that CEOs desire to lead their industry with the help of digital transformation. According to Gartner’s 2018 CEO Survey, 78% of CEOs believe that their companies are either industry pioneers or fast followers. In order to maintain the pioneer title, CEOs are looking to their CIOs and IT departments to continually drive transformation efforts that bring immediate value to the business.