My previous blog post examined the business case for having a contact center based on the needs of vertical markets: more specifically, vertical scenarios that normally don’t have a contact center, but do have ongoing customer-facing engagement among everyday office staff. While technology is certainly a factor in the analysis—especially when introducing the CCaaS option—this is very much about how the business thinks about customer engagement. I’ll be exploring this theme often in upcoming posts, along with how cloud-based solutions provide new options that can help change that thinking. For this post, I’ll continue on the CCaaS theme—contact center as a service—particularly focusing on businesses that don’t currently

2017 channel chief blog
I’m excited to congratulate Zane Long on his achievement of being selected as a 2017 CRN Channel Chief! Channel Chief honorees are selected by CRN’s editorial staff on the basis of their professional achievements, standing in the industry, dedication to the channel partner community, and strategies for driving future growth and innovation. Zane has been an invaluable contributor to our team and an advocate for the IT channel. His accomplishments in the channel industry over the past 14 years are enough to speak for themselves, but I’m particularly proud of all of the work he’s done at RingCentral. Over the span of one year,

platform response to fuze
Two years ago, we launched the RingCentral Connect Platform for developers and platform partners. We did what none of our competitors were able to do — create an open, self-service platform that allowed businesses to seamlessly integrate our cloud communications services with third party critical business applications used in the enterprise. We offered developers and ISVs an unprecedented level of customization with our open architecture, allowing them to add and extend the value of their investments in their existing cloud app ecosystem. Since then, our platform team has developed 350 APIs, enabling our customers to build custom integrations that enhance their businesses workflows, while

VOIP headset on laptop computer keyboard concept for communication, it support, call center and customer service help desk
The topic of remote working is a controversial one for many companies. While apps and software make it easy for some employees to do their job from the comfort of their own home, managers may be hesitant to allow their employees to work remotely in fear they won’t be productive or efficient. For some industries and positions, working remotely isn’t an option. For others – including call centers – employees working remotely can actually improve the company’s bottom line. If you’re still on the fence about letting your call center employees work remotely, here are a few things you should consider. 1) Computers and Smartphones Make It Easy to Connect


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