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By Lisa Durant
On Mar 07, 2014

Mitel Takes Another Step Towards a Fully Unified Platform by Acquiring OAISYS

Friday, March 7, 2014

As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” contact center vendors are moving away from selling standalone contact center components. Instead, they are building unified contact center platforms that fully integrate previously separate components, such as ACD, IVR, call recording, and workforce management. Mitel’s recent news about acquiring its contact center call recording partner, OAISYS, falls perfectly in line with this ongoing trend.

By John Arkontaky
On Feb 28, 2014

Apple Improves Enterprise Device Enrollment and Volume Purchasing Program

Friday, February 28, 2014

According to our most recent benchmark, nearly every enterprises now supports employee use of iPhones and iPads; IT’s hand was forced from consumerization. Nowadays, instead of supporting a single mobile platform (BlackBerry) and a single fixed operating system (OS) in Windows, IT administrators worry about procuring, configuring, deploying and maintaining a heterogeneous device environment. Sure, this brings new challenges.

By Irwin Lazar
On Feb 28, 2014

An Update on Microsoft Lync

Friday, February 28, 2014
One of the most frequent questions I get in my discussions with our clients is “what should we do about Lync, is it ready to replace our PBX from vendor XXX”? It’s clear that Microsoft has gained a lot of mindshare among enterprise UC decision makers. And why not, the argument that those already using Lync for instant messaging and web conferencing can leverage it for voice, thus reducing costs by eliminating a separate telephony platform, is compelling, along with the complementary benefit of not having to integrate disparate UC applications.

By John Arkontaky
On Feb 27, 2014

Mobile World Congress: Samsung is Knoxing on your door again

Thursday, February 27, 2014

Samsung introduced Knox to the world during last year’s Mobile World Conference (MWC). This year, Samsung followed-up with Knox 2.0 at MWC, giving IT and end users a more robust experience for securing devices and for app accessibility. The Knox platform includes both hardware security features for Galaxy endpoints as well as a dual-persona container that separates company and personal data.

By Lisa Durant
On Feb 27, 2014

Have the iOS Security Flaws Affected Mobile Self-Service Applications?

Thursday, February 27, 2014
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Apple’s recent iOS and OS X security flaws have caused quite a stir; and, as a Mac and iPhone owner myself, I have certainly been following the situation closely. When I first heard about the security issue, which could allow someone to set up a fake SSL server to harvest private data like credit card information, my mind jumped to one thing: my mobile banking application and SMS/text message banking. 

By Irwin Lazar
On Feb 27, 2014

Google Wades into Enterprise UC

Thursday, February 27, 2014

Google has long been a bit of a quiet player in the unified communications space. Google mail, used by 27% of participants in our 2013-14 Enterprise Technology Benchmark who were using cloud-based mail/calendar apps, has established a strong market presence. Google also plays in the enterprise via its search appliance, a cross-platform tool used by many large companies to index files stored across multiple stores and repositories.

By Lisa Durant
On Feb 25, 2014

The Multi-Channel and Multi-Tasking Balancing Act

Tuesday, February 25, 2014

It goes without saying that written communication requires a different skillset than spoken conversation. However, today’s contact center solutions integrate both voice and non-voice channels into one platform and provide companies with nearly unlimited options for how to delegate these channels. Contact center managers can choose to have agents handle both phone calls and non-voice contact requests (sometimes simultaneously). But, should that agent who is so great at handling phone calls also handle live chat and respond to emails? The answer: probably not.

By Johna Till Johnson
On Feb 25, 2014

Security: Business Inhibitor or Business Enabler?

Tuesday, February 25, 2014
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Can the right security posture actually enable business, rather than impeding it? Most folks would say no. Information security has long established itself as a barrier to productivity—how often have you heard employees complain they can’t do something “because of security”? In fact, among my clients we joke that security is the “Dr. No” of the organization

By John Arkontaky
On Feb 14, 2014

Android and iOS Attack Vectors Could Force IT’s Hand

Friday, February 14, 2014

Typically, I try to focus on innovation and enabling enterprises over doom-and-gloom scenarios. But, in the past two weeks a few mobile security stories emerged, and it’s important to take stock. Security is like insurance; it’s an idle resource-killer until disaster strikes. If you don’t have the right security measures in place when the smartphone hits the fan, compromised devices, leaked data, and legal ramifications could soon follow. At that point, there could be one more security issue: job security.

By Lisa Durant
On Feb 07, 2014

Avaya IP Office Contact Center Shows Multi-Channel isn't Just for Big Businesses

Friday, February 7, 2014

Multi-channel customer engagement is not just for big companies anymore. Last week, Avaya announced that it was adding multi-channel contact center functionality to Avaya IP Office to provide a more accessible multi-channel contact center solution for small and mid-size businesses (SMBs). Avaya IP Office Contact Center allows SMBs to engage their customers not just through voice but also through email and live chat – the top two non-voice channels most often engaged in SMBs’ contact centers as we noted in our 2013-2014 Enterprise Technology Benchmark.

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