Posts in «1. Blogs» category

Amazon Connect – A walk-through – Part 1

To follow on from my colleague Faraz’s announcement and excellent article on our push into Amazon Connect, it’s my turn to chime in and give it a more technical follow up which it deserves. I was lucky enough to have attended the partner training session Amazon carried out in June this year in Seattle. It […]

Read more

Contact Centre Disruption – Welcome Amazon Connect

The concept of “disruptive innovation” has been the talk amongst management in the last couple of decades. The idea is that a new technology or service challenges traditional ways of working or business models to ultimately disrupt the comfortable position enjoyed by the market leaders or incumbents. There is quite possibly a bit of that […]

Read more

Insuring against corporate data leakage when using Unified Communications applications e.g. Skype for Business

I think you would agree that Unified communication technologies are improving collaboration between workers and between organisations, so much so that it would inconceivable to have a conference call where you could not easily share documents, apps and even whiteboard. However, this doesn’t come without its own risks as nearly everyone has had an incident […]

Read more

Get Smart!!……..Work Smarter!!

It’s been a while since my last blog, and frankly that is a good thing for two reasons. Firstly, I must admit that work has been keeping me rather busy and that is always preferable to sitting idly twiddling your fingers. But second and most importantly, it is through this last project that I was […]

Read more

5 reasons your customer referrals are failing

Customer referral programmes in the Business-to-Consumer space can be one of two things: incredibly successful or dead in the water. There is no middle ground. A brand either gets it spot on, growing their brand with one referral after another or, a brand gets it so wrong that the referral programme ends up damaging their […]

Read more

Part 1 – How to create a business case for a Unified communication and Collaboration solution such as Office 365 (O365) – in a Small and Midsize Business 

In my experience when companies consider their business justifications for introducing Unified Communications and Collaboration technologies into their organisations they immediately think of the costs they can save by making their disparate systems redundant and reducing their company’s internal communication costs. These are all good and valid reasons to include in your Business Case but there […]

Read more

How will Internet of Things impact Omni Channel Customer Service offerings?

Every organisation is almost in a frenzy on how to provide customers martini accessibility (anytime, anyplace, anywhere and now anyhow) but are oblivious to the benefits Internet of Things can give to their organisation and their customers. They are only looking at how to provide Omni Channel Customer Services the traditional way. The basic premise being […]

Read more