Last week in The VAR Guy, I published an article on “The Changing Tides in the Channel” and laid out my perspective on where the UCaaS market is headed and what it means for channel partners.  Here’s an excerpt of some key takeaway points: Enterprises are turning to channel partners for guidance and support as they transition to the cloud. To be successful, it’s critical that channel partners have the latest, best-in-class technologies to bring to customers. There are a variety of factors channel partners must consider when looking for the best solution providers -- everything from their customer philosophy to solution differentiators to business ethics.

A medical practice is a small business that must function efficiently to deliver care to patients with a minimum of wasted time and resources. Doctors and nurses take their medical mission seriously, but they also feel the pressure of insurance companies and regulators telling them how to do their jobs, not to mention the ever-present pressure of the clock limiting how many appointments they can fit into a day.While applications for managing medical records and health insurance claims are very important to the smooth functioning of a practice, care team and business office employees also need to address many issues for which there is no neat checkbox on any

Legacy contact center systems may have more impact than you realize in terms of the forms of customer support provided. While you may take today’s multimodal world for granted, it’s not the norm in the contact center, where agents can be challenged to meet customer’s communications expectations. Most contact centers are still telephony-centric, but that’s changing as they migrate to IP-based solutions, and that’s a good thing. What may not be changing, however, is how decision makers think about customer service in addition to new possibilities offered by today’s technologies.A key characteristic of this mindset is the reactive mode of service, in which agents take customer inquiries as they come in.

As people grow accustomed to using simple, easy apps in their personal lives, they are demanding intuitive apps to use at work as well. More than 3 million businesses now pay to use G Suite; and Google CEO, Sundar Pichai, attributes this success to Google’s ability to provide a highly secure platform and robust partner ecosystem.RingCentral hosted a VIP panel with some of Google’s most prominent partners during Google Cloud Next last week. Long-time Wall Street Journal writer Don Clark moderated a compelling conversation with representatives from Google, Box, Okta, and RingCentral to explore how businesses are overcoming challenges to support


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