This article by Kyle Falkenhagen in a read-write cloud is well grounded in organizational realities and is most appropriate for enterprises.
Organizations are adopting cloud computing because when it is done right it lowers total costs, reduces CAPEX in favor of predictable opex, improves IT productivity, and accelerates solution deployment. However, in the rush to the cloud, the value...
Cloud computing is proving its worth.
I haven't started an essay with a Websters' definition of Mr. Evans' fifth-grade class, but here goes:
On Thursday, we announced integration between the Bright Pattern Contact Center and salesforce.com. I've seen the demo a few times and it is very slick. I've even seen it two different ways: the standard way where ServicePattern appears "within"...
Cloud computing and VoIP applications like the ServicePattern solution require fully functional networks that continually run at high levels of performance. Without insight and visibility into the end-to-end network paths that affect service...
To speed up the initial import of users into ServicePattern, or to do bulk changes, use our spreadsheet-based user list import/export feature. It allows not only adding users, but also updating their teams, skills, e-mail addresses, and even...
“The word ‘center’ in a contact center is increasingly optional.” I love that quote. It comes from a useful guide from Plantronics. The 10-page guide contains great guidance on the challenges and solutions for home working, including:
Sam Shead in ZDNet covered a Capgemni report that reveals that decisions around cloud are increasingly being made by people outside IT departments. The article, "Cloud decisions are no longer in the IT department's hands--the suits have taken over"...