Sharegate Escorts Proprietary Information to Enterprise-friendly Platforms

Cloud Contact Center | TMC Net

PREVIOUSLY PUBLISHED TO TMCNET’S OFFICE365TODAY

At a time when less is becoming more, we’re seeing the tech industry shift to efficiency and centralization. This week, Sharegate released a tool that will most likely gain popularity over the next few months. This tool, like so many others, is promising on better collaboration, communication and productivity. But, most importantly, as cloud-vested as it is, it is focused on ownership and security.

First of all, we need to acknowledge David Roe at CMS Wire for filling us in on the smaller details of this new innovative tool. Next we have to explain why this tool is so important. Let’s break it down.

Sharegate is, in a way, a bodyguard. He’s coming to usher information from Google (News – Alert) Drive, peacefully escorting properties from one user account to a more powerful enterprise account on Office 365. At Google Drive, or Google for Work, these properties were connected and made available through a web of connected users. At Office 365, they will now be stored on a central enterprise cloud with only primary ownership by each user. Sharegate is making sure this data gets to its destination safely – and without getting lost along the way. 

If you’re wondering why anyone would care so much about moving data to the Office365 platform when they are receiving great service at Google for free, then you will have to look at the current business model opposing Google Drive.

At Drive, individual users are owners of proprietary information. Once they delete their account or disconnect themselves from a workgroup, their data is no longer accessible to the team. Additionally, if they delete those files, they are no longer existent. What happens when someone moves on from a company into another position elsewhere – or what happens when someone is fired? They have the power to take that data with them and to disconnect previous shares from each file and drive.

While Google is amazing for the individual user, it is not effective for the enterprise model.

Sharegate is shifting focus by allowing the ownership of these files by individual users, but moving them into possession of the enterprise itself. This bars users, who are no longer part of the company or workgroup, from accessing secure documents and proprietary information. This gives more security to the enterprise systems that have been showing concern where cloud systems are lacking security.

Roe points out one very key fact. Drive was never really meant to be a cloud. In fact, Drive was originally Google Docs and an online storage and device synchronization with open source word processors and spreadsheets. When they partnered with Microsoft (News – Alert), they became Google Drive and increased productivity from within. Competing with Office 365’s new presence in 2014, they became Google for Work through rebranding and focused on collaboration.

With Office 365’s split into a more prominent product on its own, we have been seeing more adoption and partnership from companies all over the Net, as they integrate this product into their own service strategies.  So, again, it comes back to integration.

Not only are enterprise companies given more protection over internal company data, they are also able to integrate with broader product and service lines by using Office 365, as opposed to Google Drive… even if they have to pay a little more to do so. Systems are seeing less breach through this process.

While Google currently reports that over 2 million users are regularly using the Google for Work service, which includes a claim of an estimated 60 percent of Fortune 500 companies, only 23 of over all prominent businesses are actually accessing Drive on a regular basis. While they may have files on the system, most IT departments are slowly migrating files into the new system. The problem is accessibility, inconvenience and time inefficiencies.

A Bitglass report from August 2015 shows a 300-percent growth in Office 365 adoption and utilization by enterprise and small business users with Skyhigh reporting a total 87.3 percent of businesses regularly accessing the system for all their collaboration and file sharing needs.

While 4 million paying enterprise users are said to use Google for single in-app sign on and service features, most of these users are more active on Office 365 according to multiple studies. It is most likely that this four million simply kept their previous accounts, while using Drive for personal and freelance use in their Android (News – Alert) and Google-powered devices.

With Sharegate’s new migration tool, it will be interesting to see whether this influences the reported 4 million still accessing Drive’s current services or if the 2 million active users dwindles down. Making migration more efficient could impact Drive’s adoption and utilization quite drastically.

Will Drive become another Google service that ends up failing them? Most likely not, because they serve the individual user – But, less enterprises will be accessing Drive for their daily operations and collaborative needs. Then, again, Google is already showing signs that they aren’t about to let this happen. The competition begins.

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New York City Will Be America’s First Smart City

Next Generation Communications, IP Transformation, Advanced Broadband Networks, Digital Lifestyles, Eco-Sustainable Telco Solutions, Dynamic Enterprise, Service Delivery Environment, Advanced Broadband Networks, End to End Transformation, Advanced Business Models, Business Transformation, Services Transformation, Service Delivery Platform, Killer Telco Environment and Managed Telco Services

PREVIOUSLY PUBLISHED TO TMCNET’S NEXT GENERATION COMMUNICATIONS

As smart and responsive cities continue to expand across the globe, LinkNYC has emerged as one of the most innovative moves yet in evolving the New York Metro Area. As the company begins to roll out free gigabit Wi-Fi across the city, we are enamored with everything that comes with it.

A city full of Millennials and the need to accommodate outdoor charging ports, LinkNYC has stepped it up a notch, as they knock out over 7500 payphones around the five-city borough and install multiple technology kiosks in their place. Connected by superfast citywide Wi-Fi, these “Links” serve as information stations, communication platforms and even city directories.

Paid (NewsAlert) for by advertising, Links are powered by highly effective OOH advertising networks and will be sustained on revenue alone. What is said to be a “rich, context aware platform,” all Links will feature digital signage on 55” HD displays and will bring the city over half a billion a year in revenue. These totems, as ZDNet has labeled them, will not be a burden to tax payers, as funding will be generated from partners, supporters and advertisers directly.

Sponsored by The City of NY and CityBridge, personal devices can be used with the systems. USB ports will allow for on-the-go charging and lead the city to become a more efficient and safer place to live. 9-11 will be a short swipe away and public service announcements will be immediately posted to warn passersby of harm in the immediate area.

Each kiosk will have a tablet to access e-mail, browsing the Web and a Vonage (NewsAlert) app for telephone calls. Users will have to provide their own headphones, however, or everyone else nearby will hear the conversation. Tons of new apps are set to rollout over the next ten years and are expected to bring continued innovation to communities all over the Big Apple. Connectivity is said to be 100 or more times faster than LTE (NewsAlert) servicing and standard public Wi-Fi… even at 150 feet away.

CItyBridge, a New York-based technology company, is comprised of technology experts, media professionals and communication groups, who are focusing on connectivity and the user experience. The companies forging together under this entity are Intersection, QUALCOMM and Civiq Smartscapes. The company is led by a parent company, Titan Outdoor. With this powerhouse behind them, Links are now considered “for New Yorkers, by New Yorkers.”

With the growing concern for security and privacy, CityBridge only collects data related to logins and passwords that access their system. And while they do collect complex analytics to better improve and maximize their servicing, data remains anonymous to the user so that nothing will become identifiable to any particular user within the system. Better yet, this information will not be sold.

According to ZDNet, The City of New York will be simultaneously be implementing free broadband service to households all over the city. From now through 2019, a proposed minimum of 100mbps will be delivered through each network and will keep the city connected to the rest of the world.  While directly unaffiliated with Links, power to Link towers will be made possible. The move to implement citywide broadband servicing will cost the city $500M, matched by $500M from a private source. It seems that after Links have been positioned, broadband servicing will pay for it. Now, that’s smart. 

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AT&T & VoLTE Pairs Clearer Calls with Simultaneous Web Browsing

Telecom Signaling, Diameter Signaling, LTE Diameter Signaling, Diameter Signaling Router, Telco Signaling, signaling transfer point (STP), signaling gateway, (SGW), Telecom Signalling, EAGLE Signaling Platform, Signaling System #7, SS#7, SIP, 3G LTE, 4G LTE, 4G LTE-A, VoLTE, VoIP

PREVIOUSLY PUBLISHED TO TMCNET’S TELECOM SIGNALING RESOURCE CENTER

Combining our favorite features from Facebook, Google Hangouts, Skype and iPhone systems, AT&T has been rolling out its new VoLTE service, which currently reaches more than 27 million subscribers in the United States. Allowing us to engage in improved calling quality, we are now able to utilize our LTE networks while in HD.   

AT&T has been busy bringing simultaneous delivery of LTE connections to our communications needs. Broadening the range of frequency for voice, clearer conversations are now made possible.  This means that you are less likely to hear someone ask you to repeat what you just said. Customers will also be able to switch back and forth between voice and video calling without losing their connection.

While it hasn’t reached all markets yet, AT&T is working diligently to unleash VoLTE “market-by-market,” testing each market before launch and maximizing the user experience before it is widely adopted.

In addition to an improved voice experience, AT&T is implementing three more features to their VoLTE service. One of these include Wi-Fi Calling, as AT&T jumps on the bandwagon with Verizon, who has also recently adopted this form of Wi-Fi communication, as an alternative to users experiencing service outages and interference with servicing in their area. Sprint has already been offering this service for a few years now.

Advanced messaging will also allow users to tell when and if their messages have been delivered across networks, providing more accountability to the system and verifying receipt of important texts that can often get lost in the mix.

Finally, AT&T implements NumberSync into their VoLTE system. Working very much like SimulRing on Vonage and Google Voice through Hangouts, NumberSync will allow users to link compatible devices to a primary mobile number. Not only can calls be routed to several devices, but calls can be made from several devices and appear to be coming from the same mobile number. Text messages are no exception.

Phones that are dead, broken and powered off will continue to ring and ensure that no calls are missed and no texts are delayed. 

While none of these technologies are necessary new, AT&T has combined our most beloved features into a central system for improved calling experiences. With faster speeds being accessible on our devices while on a call and frequencies expanding for clearer calling capabilities, AT&T has a good shot at being one of the most in-demand phone carriers in 2016. Additional mobility will be given to conference calling and business interactions

Unfortunately, while AT&T has already rolled out HD calling to most of the United States, there are many subscribers, who will go without the ability to engage in HD clarity, because they have a device that is incompatible with the feature. It is likely that upgrades will take place in the next few months with subscribers interested in adopting this new service. But, it is not likely to actually happen right away, as much of our population tends to be late adopters, as opposed to early ones.

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Business VoIP Enhances the Customer Experience

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PREVIOUSLY PUBLISHED TO TMCNET’S BUSINESS VOIP

Cutting costs for businesses, while allowing flexibility to the professional world, cloud contact centers have been becoming increasingly beneficial to enterprises all over the planet.  Not only has cloud collaboration pushed regional boundaries, but it has also cut expenses for travel that otherwise would have meant lost time of department heads and leaders, who are instrumental in leading various teams around the country.

Cloud contact centers allow innovative moves towards conference calling and unified communications directly from the cloud. Business VoIP is made possible through these systems, often saving call centers and business operations up to 60% in costs of traditional phone systems. Additionally, calls can be recorded and save within the system, voicemail accessible directly through a centralized e-mail platform.

Because of cloud efficiency, it has been predicted that 25% of most IT budgets will be set aside for cloud-based systems. Growing from a storage-based technology, professionals have been learning to increase productivity by working within the cloud directly. Because these systems can be accessed across a variety of devices, many professionals are opting to work “on the go,” utilizing tools and communications platforms within the cloud system, where they are also able to store confidential documents and proprietary information.

Quickly connecting consumers with answers to their questions and solutions to their problems, cloud centers are saving the business valuable time, which also translates to money. This also leads to greater profits, as brand trust is adopted with loyalty and tenure.

As time passes, the business model is transformed and continuously upgraded. Business VoIP and IT systems integrating into these cloud-based models are finding that depreciation is almost nonexistent. While integrations will continue to improve systems, outdated equipment is no longer an issue.

With the ability to disseminate valuable information throughout the system at once and because most interactions can now be accessed on demand, there is less of a need to hire multiple trainers to bring employees up-to-speed on new programs and procedures. Increased controls ensure efficiency through shareable content on internal servers.

Again, with a centralized system, valuable information, knowledge bases and case studies can be accessed while communicating with clients, partners and customers, improving the overall experience and quality of interaction.

While more than 13% of all major corporations are still skittish when it comes to trusting the security of cloud-based systems, security is actually increased and customer data is more protected than ever. Not only is it safe from corruption during migrations and depreciating databases, data can be wiped from the devices of employees, who are no longer with the company. 

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The Difference Between Enterprise and Mid-Size Customer Service Solutions and Why Aspect is a Big Deal

Omni-Channel Customer Engagement, Omni-Channel, omnichannel, omni channel, customer engagement, self service, multichannel, mobile customer care

PREVIOUSLY PUBLISHED TO TMCNET’S OMNI-CHANNEL CUSTOMER ENGAGEMENT

As decent-sized business, expanding services to overseas clientele, you might wonder how you fit into “the mix.” Is your company considered a mid-sized business? Or, is it an enterprise? Both come with distinctive needs, and yet it always comes down to whatever it is that the business is looking to achieve.

When understanding which grade of solutions your business requires, take a step back and analyze your business. Identify your direct needs – and what solutions would best help your business to excel. The same is no different from customer service solutions.

What you will find out is quite surprising, really. In a time of productivity and meeting clients where they “hang out” the most, enterprise customer service centers are still primarily phone-based, with agents numbering in the thousands.

While services are scalable, they are usually meant to serve agent populations of over 10K or more. Because many of these call centers are specialized in their line of expertise, they are often preferred in providing vertical customer service solutions.

Enterprise vendors are, slowly but surely, moving away from on-premise solutions and are starting to adopt cloud-based systems. In a way, they seem old-fashioned compared to the mid-sized services that tend to appeal to the more millennial generation. They do provide a plethora of services, including CTI (NewsAlert) integrations, allowing client computers and telephones to interconnect, and agent guidance through the system.

Enterprise customer service solutions also include reporting and analytics, data management and additional case management. Businesses that have been grandfathered into existence or have carved a major chunk out of the marketplace may deem this type of customer service more efficient and cost-effective for their brand. They may feel no need to connect via online platforms with Marketing already controlling a persona amongst audiences online.

While enterprise solutions tend to be more affordable, because they are based on prepackaged pricing, they cost more upfront, as mid-size solutions cost more on the backend. Mid-sized businesses work off of a time-to-value model. Solutions are enabled based on budget, quote or need. Businesses will pay for servicing based on time period for servicing, an outline of scope, a price quote for resources used, upkeep and maintenance, storage and even how large internal teams would become.

Mid-sized customer service solutions, however, tend to get the biggest bang for the buck, serving multiple customers simultaneously in a cloud contact center or work-at-home environment. Dedicated agents number only in the 100s and are available to service customers around the clock and via multiple service platforms, such as social media, mobile delivery and e-mail correspondence, in addition to traditional call center options.

Mid-sized vendors tend to target specific divisions within the organization. Dedicated teams will engage in specific tasks, while much of the solution-based servicing is self-initiated. Cloud solutions allow for internal help desks to access knowledge bases, omni-channel usability and integrated controls. Mid-sized solutions tend to involve more platforms and more automation than enterprise customer service solutions.

Why have all the bells and whistles but no clue how to use them?

Will learning these tools save time and investment in the long run? Or, will they be unnecessary to your organization even if learned? Will it cost a pretty penny to train internal teams to use these tools, or would the company excel having someone else handle your customer service externally? These are the differences between enterprise and mid-sized solutions.

Whether an enterprise customer service experience is taking place or a mid-sized solution, Aspect (NewsAlert) Software has been recently making a name for itself as a business that does more than monitor call center activity.

Aspect combines solutions from both types of servicing to connect agents to solutions, immediately, and better serve customers on the first call. With enhanced customer service features, this suite of enterprise solutions supports high interactivity, automated controls, video and audio integrations, while promoting productivity.

Aspect allows key relationships to be documented and maintained, ensuring each customer receives personalize treatment, where they feel appreciated for their continued business. While enterprise solutions normally aren’t focused on contact center options, the integration will allow for future utilization, as call centers are becoming more focused on how to best serve our millennial generation, who now comprises over $2.45 trillion of our annual marketplace.

Enterprise customer service solutions may find that keeping their current model is not enough, and Aspect helps them stay with the times in caring for audiences of all shapes and sizes. Like mid-sized solutions, enterprise service solutions will need dedication teams for both social and digital customer service needs through larger, more focused contact center systems. 

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Resolve to Keep Your Customers Happy in 2016

Omni-Channel Customer Engagement, Omni-Channel, omnichannel, omni channel, customer engagement, self service, multichannel, mobile customer care

PREVIOUSLY PUBLISHED TO TMCNET’S OMNI-CHANNEL CUSTOMER ENGAGEMENT

As productivity literally falls into our hands, and technologies allow for better integration of our most precious business tools, cloud contact centers are working hard to plan their roadmap for 2016. While some of us have been working diligently through the holiday season, many of are returning to the control boards for the first time since last year!

As we enter 2016, many of us are ambitious and excited about what is rumored to come. We have set goals through resolutions of things we are inspired to achieve – and we will. Aspect (NewsAlert), a developer of omni-channel customer engagement solutions, did their homework. And, they offer us a list of 6 common denominators for contact center resolutions in the New Year:

Reinvent “Cool.” + Become More Available = Enhance the Customer Experience.

These three resolutions play a major part in the potential of one another. In fact, becoming more available on mobile and through social media, the customer experience will be enhanced, improved and more gratifying to the brand enthusiasts.

We are living amongst millennials – those young professionals who never sleep and hate living within the confines of tradition and “normalcy.” For them, it is normal to pick up a phone at 3 a.m. and call customer service. But, customer service isn’t usually available past 8 p.m. on a regular business day. Allowing customers to connect to work-at-home individuals at these hours, however, is not just cool – But, man, is it convenient!

Cloud contact centers are resolving to become part of the conversation. They are building their “cred” in social media, while adjusting to the needs of their most valued customers – even acquiring a few strays in the process. In 2016, if you aren’t listening to your customers, you’re already #failing!

Instill Confidence.

Build brand advocates. Brands that include do-it-yourself tutorials, troubleshooting tips, videos, easy-to-read user manuals and customer portals for live group discussion will notice an uptick in the way their brands are consumed by those who matter most.

Take Apple (NewsAlert) for example. Each new MacBook Pro comes with paperwork that the average customer would never read. This material breaks down care and handling of the new device. It also includes installations with picture and diagram, highlight with easy-to-read directions.

Users can find their way to a support page and be addressed by a customer service agent directly, or can find additional help by brand enthusiasts sharing similar experiences of the past. Thanks to search engines, these tips can be “Google’ (NewsAlert)d” and brand loyalty continues.

Apple finds that many loyalists have created their own help forums in dedication to the brand, often selling Apple products, as a third-party carrier. On the other hand, for a subscription fee or onetime payment in store, customers can be serviced over the phone or at a live store.

Apple has instilled the “do-it-yourself” mentality by allowing consumers to learn their products inside out and provide tips to better maintenance and repair of their complex machinery.

Because consumers feel they know their product, they are most likely to accessorize, tell a friend how “easy” a product is to use and how they should be using that brand, while upgrading their products and purchasing surplus repair parts – directly from the brand. Customers will also be able to better voice concern with a product, knowing exactly what is wrong with their item – and feeling more confident that their issue will be handled immediately.

Retain More Customers. Bring the Old Ones Back!

Probably one of the more difficult of industries, the Tech World finds innovation, trends and the evolution of technology can sometimes shift response by consumers in support of your brand. So, how do you keep those consumers? It’s simple!

Be their lifeline. Advocate on their behalf. Listen.

When it comes to customer service and often experienced when work is outsourced to individuals with frequent turnover ratios, customers aren’t being heard and call center agents are often treating customers as if they know not what they are talking about. This is a huge problem, especially if a customer knows exactly what they are talking about and where the root of the problem occurs. Not only does this lead to escalations after almost an hour into the call, but it leads customers to lose patience and trust in a brand. They go elsewhere…

Believe it or not, there are many loyalists that love a brand so much, that they stick around based on the customer experience and familiarity with the product. There are others, who simply are content with the product at hand and do not have the time to switch platforms or learn a new one. But if they are experiencing horrible customer service, they are also the first to “jump ship” and leave your brand in the dust!

Cloud contact centers are resolving to integrate features more often, saving time and complexity of resolving the customer’s needs – allowing for more time to be spent on listening to the customer, engaging in short, memorable chit chat and improving customer service. They retain their current customer base, while bringing back former clientele thanks to viral experiences that are shared over and over again.

Eliminate Escalations. Improve Service.

We really should consider our customers as people and stop playing “hot potato” with their issues. Making them call back over and over, dropping their calls, not solving their issues on the first point of contact is only pushing them away – and millennials, as social as they are, will let it be known!

Improving serving impacts the bottom line. Period! Aspect points out – and it’s no laughing matter – that “a third of consumers would rather clean a toilet, than talk to customer service.” Now, isn’t that just crappy? Seriously, though, how can we expect customers to trust our brand when they can’t even trust us to help them in a time of crisis? Furthermore, if they have issues with our products and services, do you think they will return for more – and at such a high cost to their pockets?

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How Millennials are Shifting the Cloud Contact Center in 2016

Cloud Contact Center | TMC Net

PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD CONTACT CENTER

According to Datamark, there are six contact center trends to watch this year. In case you didn’t get the memo, 2016 is already here; and the future of our cloud contact centers will to be reshaped by our millennial generation.  These young, social savvy professionals are hungry for innovation, full of passion and really hate to be tied down. They were born with a silver keyboard glued at the fingertips and are now powering a $2.45 trillion marketplace.

Everything powers on. Everything is connected.

One thing that often goes unsaid about millennials is that they are truly workaholics. Many of them are content with working around the clock and have leveraged this quality to quickly build and accelerate their careers. But, millennials are also full of adventure. They prefer to be “out and about” while doing business than cooped up inside staring at wall in between business transactions.

For this reason, companies are okay with investing into necessary resources to keep Millennials focused, happy and working around the clock. Because other millennials are also connected around the clock, they seem to find their way to one another on social media at all hours of the night. Businesses are learning that social media growth is definitely a resource they want to shift into the New Year.

The goal with social media is efficiency. Many of our millennials grew up with platforms like Yahoo! Answers and Cha-Cha in which answers are provided to them immediately with little effort on their behalf. These same millennials are now returning the favor and providing their on consumer base with the same efficiency they once craved. Doing this on an enterprise level is one thing, personalizing the experience is another?

Businesses are listening to their consumers now more than ever. Much of this is happening via social media and proving extremely beneficial in acquiring new customers and combatting negative feedback before it goes viral.

One Harvard Business Review shows that from 2013 to 2014, customer service has grown by 70 percent on just Twitter (News – Alert) alone. Couple this with the fact that Pinterest is named the most effective network for converting customers during marketing campaigns and that YouTube (News – Alert) has now become our largest search engine provider and the possibilities have become endless.

External devices that stick out of our computers and memory cards larger than a pinky nail have become irritating to us. We don’t like lugging them around – potentially losing them with valuable data in tote. Shoot, we don’t even want to bring the laptop with us any more.

We want to leave our table at Starbucks without worry of someone taking off with our previous devices. The set up and tear down even becomes a nuisance for a split-second purchase or at a time we just want to empty our bladders. For this, we have adopted the cloud and have made it the new norm.

We now have ability to connect to extensive storage systems access programs at a distance and we can even connect directly to another human, as we collaborate to launch our new product line – from the middle of the Grand Canyon. 

Life has become more flexible, and we owe it to cloud. And, while 13 percent of our workforce still refuses to adopt this technology based on security paranoia—a majority of our corporate world rather not have it any other way!

For the most part, the millennial generation is constantly found texting. If they had to thumb wrestle for their next dinner, they would be the new gladiators. By 2017, Millennials are expected to surpass the baby boomers; who are now retiring and stepping down to less demanding positions.

Millennials hate sitting through telephone prompts. Why take a survey via inaccurate touch-tone keypads when we can reply to a text message? Without major providers raping us for short codes like they use to, consumers find it easier to interact with their favorite brands via text. In fact, they prefer it … especially if the conversation circumvents a discount or exclusive offer!

These same brands can choose to upsell products and services to their consumers thanks to the level of customer satisfaction that they have already cultivated. In fact, it is this same customer satisfaction that is leading companies to throw old mentalities completely out of the window.

 When measuring call quality, they are learning that volumes and call times aren’t always the best indicator of good quality service. Very often, good quality service comes from an agent taking the time – no matter how long it takes – to understand their audiences needs and handle issues right then and there. In fact, the more time spent listening to the customer, the better the agent can paint a picture of the crisis.

The loyalty that is gained from a customer who feels important and has just found a solution to their problem is priceless.  Rushing customers off the phone will only make them irate and teach them to distrust a brand that has them forking over hundreds of hard earned dollars every month.

A positive response rate and an amazing customer experience will lead to work of mouth opportunities that the brand can cash in at a later date.

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What the Vidyo VP9 Release Means for WebRTC

Video Conferencing, Google Hangouts, Vidyo, WebRTC, Unified Communciations, Google

PREVIOUSLY PUBLISHED TO TMCNET’S WEBRTC SOLUTIONS

With over 37 bugfixes and new added features, Chrome48 is now being enhanced with scalable WebRTC and VP9 updates. As Chrome collaborates with Vidyo to release the new VP9 codec, cross-platform delivery will now allow video calls to take place through the same high quality it always has but with a 40 percent lower bitrate than the previous VP8 codec. This leads to improved HD-calling at the previous bitrate through the WebRTC open source project. The downfall is that it will take up an additional 15 percent of CPU.

While the stream may not freeze and lag as much, systems may. Portable devices may also see a decrease in battery life when the app is powered on. There are many cases where previous versions of Hangouts have completely killed batteries for tablets using this app, requiring additional charge time.

The plus side to this new release, however, is that it is scalable. All things considered, battery life may not be a problem after all. This will encourage an increase in video calling for both business and pleasure.

Because Chrome will utilize the previous VP8 codec by default, VP9 will have to be applied directly to each application. New AppRTC enhancements will allow the VP9 codecs to become the preferred codec by default.  WebRTC and Chrome are headed in a direction that will allow better delivery of video, utilizing less power to do so. It will also mean greater multipoint potential for video conferencing. Through the new scalability, less delay and lag time will take place – significantly less.

Joining forces and bringing Vidyo to Google Hangouts, developers can now begin to add the added experience that users are searching for – adding further collaboration to their own projects. APIs are currently underway to support the WebRTC layer and will be available in future versions of Chrome.  In fact, Vidyo has already utilized scalable coding in building new server architectures for large-scale communications. These improvements will impact high definition video delivery on just about any device.

For years, the two companies have been working together to improve Hangouts; but with increasing trends in video conferencing and cloud integrations, this release couldn’t happen at a better time. With Google’s proprietary suit of cloud and productivity tools and the ability to innovate platforms through layering, we sit back in anticipation of what is next to come.

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A Case Study: Social Media Listening Needs to Be in Your Marketing Scope for 2016

Cloud Contact Center | TMC Net

Are you ready to listen, yet? As we enter 2016, our social media strategies had better include social listening. Otherwise known as brand monitoring, brands have been finding added value in social media by paying attention to what their enthusiasts have to say.

Whether seeking validation for our future marketing campaigns or looking to improve product delivery, brand monitoring has been benefiting brands across the web for some time now. Business 2 Community recently broke down ten ways social listening can benefit your business. As brands improve the customer experience, we need to improve our customer service strategies, as well. How else can we improve customer service without getting to know our customers intimately?

In early 2015, a telecommunications company (name withheld) lost many customers who were no longer locked into a two-year agreement, thanks to horrible customer service techniques. Not only did their service fall short of expectation, but they faced multiple overcharge and device failure – gaining the brand a bad reputation.

In many cases, refunds were in order for customers spending hours of talk time with customer service, repeating their nightmare to representatives, while pleading to be heard. They often received no follow-ups and were therefore never refunded.

As one of the top three service providers in the United States, they began losing the favor of a loyal fan base. On top of this, potential customers wanted no part of what the brand had to offer. We saw botched marketing campaigns. ROIs suffered.

Social media can be a son of a gun when it comes to marketing to the masses. Every campaign initiated via social media was flooded with negative feedback. Social commenting and storytelling put the brand into overtime and urged them to hire a cloud contact center that could fix their painful dilemma.

Per one negative comment, a minimum of two positive comments must be made to dissuade public opinion. In fact, a “no comment” is better than a negative comment. Negative commenting can bring irreparable damage to a brand via word of mouth experiences.

The brand didn’t listen to begin with. Social media led to further damage. But, when it was adopted as a tool, this brand found the power of social media to be beneficial in repairing their image. It totally turned around the experience for millions of customers, who have since been returning to the network and bringing friends and family with them.

Once the brand began listening, they publicly showed concern with the customer experience – earning back brand trust, bit by bit. They also learned what can be done to improve their brand and what the customer needs.

They learned that towers weren’t feeding devices the way that they should be; and customers were paying for services that they weren’t receiving. They learned that existing contracts with television providers were causing damage to service potential. This led to expedited contracts in fulfilling service plans. They were going to continue losing customers and owe for unfulfilled servicing of their plans.

Because of social media, they were able to identify common issues amongst a network of users. They also learned that their outsourced call centers weren’t living up to the expectations that they once had.

They avoided a PR catastrophe by simply listening. They were protected against competitors, who could easily capitalize off of their weaknesses. With a website that showed nothing but ways a customer would benefit from service, the full picture was gained through social media access. Competitors monitoring this brand could have easily intercepted customers by enacting social listening strategies and jumping into the conversation.

Listening and intercepting the conversation halted “bad mouthing” to friends and family, further allowing the brand to dissuade the conversation. They now control that conversation. This has allowed them to gain new customers. Positive experiences continue the flow of incoming sales leads for the brand and has been the turning point in major decision-making.

Since this experience, this company has become extremely social savvy. They have been showing appreciation for their consumer bases, making them feel special through social sharing of user-generated content and by joining in the fun with memes that their customers can appreciate.

They have been able to leverage key advocates and supporters, influencing new audiences for the better. With new product and service lines, plans have been maximized to better meet customer needs and provide consumers with the exact product that fits their lifestyles… especially those niche lifestyles… all of which lead to brand tenure and continued loyalty.

Social listening is very important and needs to be implemented immediately. If you’re not engaging in some form of brand monitoring in 2016, you will most likely fall behind. 

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A New Standard in CRM for Commerce, Healthcare and Remote Workforces

Video Conferencing, Google Hangouts, Vidyo, WebRTC, Unified Communciations, Google

PREVIOUSLY PUBLISHED TO TMCNET’S WEBRTC SOLUTIONS

A sharp increase in online sales shows that consumers are learning to trust brands through interactive experiences and online platforms. A “buy it now” mentality has influenced the demand for most brands to shift the way they do business and often changing the first point of contact between the brand and the consumer. Most importantly, this adoption has led to an increased need to meet the consumer “at the door” with a qualified sales specialist and customer service representative in assisting the consumer in an enriched shopping experience.

Last week, VeriShow released an integrated solution that benefits Salesforce Live Agent. This customer service tool allows companies to provide an enhanced live chat option in meeting their customers with a better in-store experience.

Taking control of the sales funnel, VeriShow allows agents to lead the customer directly to a particular product or service of interest, as they are given the power to access consumer screens and better guide them through the sales process. This, of course, can be done in real time – and saving energy on behalf of the consumer, while better influencing the point of sale and reducing drop-offs to the sales funnel.

Providing effortless shopping experiences and instant gratification to consumers, customer service representatives and live sales agents will now be better equipped to encourage sales in real time, while translating customer concerns directly with the brand and tightening the sales process for maximized online shopping experiences.

An enriched CRM will lead to more productive sales potential, allowing existing models to evolve in ensuring a future that builds upon the direct needs of consumers, themselves.

The future of customer retention is now more controlled, predictable and able to be scaled, allowing for a deeper satisfaction at the time of transaction than we have ever seen before. Gaps in the sales funnel will now be better explained.

VeriShow demonstrates an added advantage with its current Salesforce integration. Video chatting and screenshares build off of conferencing mechanisms that promote collaboration and better overall communications strategy.

A customer will now have his or her own personal sales representative to assist in every step of the sales process. They can ask questions, voice concern and receive product insight without the need to leave a webpage for additional research. Brands will be paying less in obtaining market research, as well, with customer insight presented right in front of their eyes.

Once a consumer leaves a particular website, they may or may not return. They may find a better price outside of the system or lose interest all together. Shopping with a personal agent will ensure better sales performance and provide a better measure of control in future sales and marketing initiatives.

Vidyo is proving this more recently, holding a patent on the video conferencing experience through mobile cloud technologies in providing a better customer service experiences for millennial users.

As 2016 predictions continue to arise for the increased use of technology in the healthcare industry, HIPPA and human resource-related interests may better be served through tools like VeriShow and Vidyo, when verifying the identity of patients and remote hires.

Delivering added security to private matters, tools will now better assist human resource personnel in the filing and processing of important documentation in real time. Access may be more flexible and easier to grant through convenient online portals. This will reduce visitor wait times within lobbies and waiting rooms all over the world, allowing for better productivity and better accessibility to those we need to speak to the most.

As technologies join forces in creating better experiences for the end-user, we will see this become a trend in Salesforce integration for the 2016 fiscal year. In fact, this type of experience is sure to become a standard in how we do business remotely. Productivity is key, and better interactions help us to accomplish it. 

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