Posted on March 10, 2014 by Valerie Meffert
In a report on the impact of unified communications within enterprise organizations, “Harnessing the Power of Next-Generation Communications,” Aberdeen Group Research Director Andrew Borg explores the correlation between communications, collaboration, and higher business performance.
Based on a fall 2013 study of 120 companies, the report discusses the business advantages of developing and implementing a unified communications strategy. According to Borg, three business pain points are driving UC adoption:
1. A lack of communications system integration due to the implementation of a variety of technologies that don’t interoperate;
2. The need to reduce communications costs; and
3. An inability to provide employees with the right information at the right time.
To address these, those surveyed put providing employees with the tools to better collaborate with the right person at the right time at the top of their strategy lists, followed closely by giving remote workers the same communications capabilities as those in the headquarters office, integrating communications and collaboration capabilities, and extending advanced communications capabilities to mobile devices.
For those who had implemented a UC strategy, read more
Posted on March 6, 2014 by admin
Around here, we’re fans of the Steve Jobs quote, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.”
To guarantee business grade service excellence, we employ Quality of Service (QoS) engineering at each network segment between the end user and our cloud service data centers. This end-to-end engineering guarantees that real-time traffic such as voice and video will be prioritized on the ThinkingSuite cloud network infrastructure and delivered within a pre-defined set of acceptable performance parameters for loss, latency, and jitter.
At the customer premise, QoS-enabled network components such as data switches, routers, and firewalls are deployed and configured according to a standard set of network design blueprints that have been tried and tested in thousands of deployments. These components ensure that QoS is achieved on the customer’s local area network (LAN).
In addition, we have specific QoS engineering arrangements with a range of partner carriers. Network connectivity provided via these carriers ensures the private and secure transfer of data from the edge of the customer’s network read more
Posted on March 3, 2014 by Valerie Meffert
One of the key benefits of our platform is its ability to readily integrate with a wide range of third-party business applications via our expansive web services API and connector library. ThinkingConnector for Salesforce.com is one of the most popular in our library and allows end users streamlined access to complete customer account information during inbound or outbound calls, resulting in reduced response time, enhanced customer engagement, and a better overall experience with your company.
With the Salesforce connector, users place calls by simply clicking on an individual Salesforce contact or account record. Inbound calls trigger Salesforce screen pops of related customer information. Advanced skills-based routing capabilities allow enterprises to use sophisticated routing logic to direct calls to the correct sales people or contact center agents. Communications can also be routed to the most appropriate queue based on pre-defined logic such as time of day, presence status, subject matter expert availability, and more.