Blog

When it comes to protecting your data, having a single strategy is often not enough. To combat the many different types of threats to your data, you should be prepared with a variety of means to protect your data. This begins with each business unit internally understanding its Recovery Time Objective (RTO), Recovery Point Objective (RPO), and availability needs. Once these items have been documented, we can determine which data protection strategies are the best fit for your environment.

The best defense against modern cybersecurity threats is not based on technology at all. While there’s currently a great deal of focus on Artificial Intelligence (AI), good-ole human intelligence is the secret ingredient. To effectively prevent your organization from falling victim to cyber attacks, it’s essential that your employees develop strong cyber instincts. We constantly coach customers on the idea that the strongest firewall you can own is a resilient, human firewall. The statistics are staggering: spear phishing accounts for 95% of enterprise network attacks, according to the SANS Institute.

Technology and customer service go hand-in-hand. Without the right technology, you lack the ability to effectively connect with customers and track those interactions. When your employees are spending a significant amount of time on the phone dealing with customer complaints about your phones systems, you have an issue that demands quick resolution.

Have you reached the point where you need to start re-architecting tried and true WAN services like MPLS or point-to-point Metro Ethernet? My guess is yes. In many cases, the branch and WAN can no longer keep up. As a result, many organizations are suffering from:

Conversations abound with talk of the BOT (a web robot that automates tasks) takeover in our customer care practices, but how will the human element evolve? If in just a few short years, 85% of interactions will be handled by BOTs, where does that leave the other 15%? In this post, I will focus on the 15%, its importance within our customer care ecosystem, and how you can ready yourself for the impact this will have on your organization.

Last week, I introduced SIP and wrote about the use cases around adjunct connectivity and routing. This week, I'll share use cases around SIP trunks and endpoints. Let's get to it!

According to Gartner, 42% of CEOs have embarked on digital business transformation journeys—and many are facing challenges with changing the company culture, the resulting resistance to change, attracting new talent, catching up with the competition, and dealing with an outdated technology stack. The list continues, but I will stop there for now because I think you get the idea.

I don’t think anyone questions the fact that most of enterprise communications is going SIP. We hear it everywhere. But I still get people asking about why it is such a big deal. Isn’t it just another signaling protocol? Is there really a strategic advantage to go SIP? The answer is an overwhelming YES! SIP’s flexibility and interoperability makes it an obvious choice. But I do think it’s important to dive into the details to know exactly why SIP is such a big deal. I think of SIP having three major strategic use cases. Generally in order of adoption, they are:

Automation has been changing the customer experience (CX) for years with self-service and predictive routing. Artificial intelligence (AI), however, takes it to a whole new level. To understand this, we must first weed through some of the hype. For example, AI is not going to entirely replace your workforce.

As Leslie Willcocks, a professor at the McKinsey London School of Economics, stated, “AI will take the robot out of the human.” This means that AI will free workers from mundane, mind-numbing, repetitive tasks and allow them to concentrate on the more challenging and complex customer issues where they can take pride in adding value to the customer experience.

Acquisitions can present a variety of challenges. When two companies have very different cultures, it can be difficult to bring them together in a way that satisfies employees from both original companies. Productivity can suffer when employees are stripped of the tools that help them do their jobs effectively.