Avaya's chapter 11 bankruptcy filing yesterday is big news in the enterprise communications industry. Avaya, which had its beginnings as part of AT&T, is the world’s largest and most widely installed legacy on-premise communications system, and its demise is an industry milestone. It also signals just how much the communications landscape has changed in recent years as it keeps pace with larger changes in the way we work, communicate and collaborate in an ever-more-connected world. The move to the cloud is transforming every industry, and the enterprise communications market is no exception. Today’s workforce is mobile and works from anywhere, while requiring multiple ways to communicate. On any

Customer service happy feedback rating checklist and business quality evaluation concept 3D illustration.
Those who work in customer service have all heard – and probably memorized – the mantra, “The customer is always right.” However, that doesn’t cut it anymore when it comes to customer relations. It’s not enough for your customer to be right. They also have to be happy. In the age of social media, when brands are brought into customers’ homes not only through product purchase but also through Facebook feeds, Twitter mentions, and Snapchat stories, it is more important than ever to have a positive, proactive relationship with customers. This isn’t a job only for Fortune 500 companies, either. Small- and medium-sized businesses can benefit even more

ucaas global expansion
There’s nothing new about globalization, but it wasn’t so long ago that communications infrastructure was at best an afterthought when businesses planned to move into new markets. Before the internet became the hub of communication, IT only had to worry about the PBX, and the choices were simpler back then. In some cases, there were interoperability challenges when different regions had PBX systems from different vendors, but these were largely tactical issues. More recently, as the web has matured and as mobility has become essential, communications has taken on a more strategic role. Aside from employees being far more connected now, the web has reduced the natural barriers of time and

chatbot
Recent research from MarketsandMarkets states that the global market for cloud contact center software will explode over the next five years. Market size is expected to hit $15.67 billion by 2021. As the market grows, these are the contact center trends to look forward to in 2017. Growth (especially in retail) According to MarketsandMarkets, retail and consumer goods will be one of the largest growth markets for cloud-based contact center software. As consumers continue to gravitate toward online shopping, responsive contact center solutions will be mission-critical when it comes to attracting and maintaining customers in a highly competitive marketplace. Virtual agents Cloud-based software is changing the way that contact

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