Time for an SaaS Update?

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PREVIOUSLY PUBLISHED TO TMCNET’S CUSTOMER SUPPORT SOFTWARE It’s no secret – and definitely nothing new – a good help desk is necessary in allowing the corporate world to flourish, one business professional at a time. At smaller companies, Help Desk Support and IT may, in fact, be the same department. But, at larger firms, they are as much the same as night and day. Help Desks are responsible for serving their own internal clientele in the best way possible. They also may serve as the company’s Tech Support department for external customers with incoming concerns with a company’s product lines, services or website functionality. They are often the first point of contact with tech concerns – and many times the only point of contact. Susan J. Campbell recently discussed how your days are numbered if your differentiation isn’t based on quality service. No matter which audience you’re serving, if you are the first point of contact or the last – your focus better be on quality and maximized performance. But, how can you do this when your desk isn’t organized and files are thrown all over the place? How can you do this when your own team isn’t on the […]

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Sharegate Escorts Proprietary Information to Enterprise-friendly Platforms

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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 […]

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How Millennials are Shifting the Cloud Contact Center in 2016

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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 […]

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BrightPoint Security Enhances Community-Based Threat Intelligence Capabilities

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PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD SECURITY It’s no secret that criminals will always search for ways around even the most advanced security, whether with the mission to takeover, destroy or steal. Cyber attacks are imminent for all businesses that find themselves doing well – or at least appearing to be. Early warning signs aren’t always there to shield businesses from threat; but when they are, BrightPoint Security can provide solutions, intelligence and protections amongst their IT infrastructures and partner ecosystems. BrightPoint Security’s Threat Intelligence Platform provides “automation, curation and the sharing of threat intelligence” amongst enterprises, helping them to shield against cyber attacks based on trends and vulnerability. In the latest Sentinel release BrightPoint Security has added enhancements to give IT security professionals better insight, almost immediately, for predicting when potential threats could strike, as well as the risk level that comes with it, enabling IT to enforce security controls. Of interest here is the use of community-based threat intelligence which allows businesses to share experiences, providing insight to one another and awareness of current and emerging threats across enterprises, their digital ecosystems and infrastructures.  In this way community member will be able to at first assessment to remediate potential […]

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LinkedIn, CareerBuilder and Indeed Amongst Many Making Big Data Changes to the Job Search Industry for 2016

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Previously Published to TMC Net’s World News Column LinkedIn (News – Alert), like so many other job search companies, are reworking their madness to compete against big data analytics. According to TechCrunch reports, LinkedIn will slowly be rolling out changes in the way LinkedIn looks and is currently being used. Actually, only 10% of LinkedIn’s 400 million-member database will get first glance of this platform before the official rollout, which is set for early next year. As for LinkedIn’s main focus for the upcoming New Year, job listings will become more informative and more social, allowing users to compare themselves against previous applicants and employees at the company. More information about the company will be given, too. It’s not quite clear how much more information will be given, but competing against Glassdoor will be a challenge for 2016. On Glassdoor, users are gathering in mass to tell their horror stories and testimonies at previous jobs, as well as salary, job descriptions and even searching out new jobs while on the same visit. Keeping pricing the same it has always been for recruiters and hiring managers using LinkedIn to find new talents, the social network is including upgrades to recruitment products and […]

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Burnt-out Teams Lead to Turnover without a KISS Strategy

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Previously Published to TMC Net’s World News Capella University (News – Alert) has released a 2015 State of the Industry report that breaks down how businesses are spending over $1200 a year on employee training and development. Employees are spending 32 hours per year in training associated with managerial and supervisory positions, mandatory training and compliances. While it is never a bad idea to provide development opportunities to your internal teams, what are you doing to keep them? According to TechTarget, “Employee engagement strategy improves the customer experience.” In fact, more businesses have placed employee engagement strategy on their “to do” lists than ever before. They have realized that the most important element in truly optimized customer experience starts with the employees, who are now being considered customers themselves. With continuous turnover, many companies train employees that don’t stick around long enough to provide a great return on investment. With a revolving door, companies lose resources to time, training dollars and customer loyalties. Without a justifiable ROI, providing employee perks is simply a waste of funds. Training, which is required to keep employees at their highest potential, is limited. And companies are less willing to hire entry-level professionals. The problem is, […]

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European Union Considers Sweeping Changes to Mobile Landscape

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Previously Published to TMC Net’s Mobility TechZone Earlier this week, the ITIF, Information Technology and Innovative Foundation, released an analysis of the European Union. It asked if the EU could benefit from streamlining mobile carriers and practices, reflecting the efforts of the United States. Calling for bold reforms from policymakers in manifesting a single EU-wide market for mobile communications, the organization criticizes current mobile practices, as simply being “half measures” taken to evolve the current status of mobile industry. The European Commission, however, appears willing to take these leaps of faith, based on the promising mobile digital landscape and what it has to offer the economy in terms of growth, productivity and progress. With 28 national mobile markets in the EU, there is less room for growth, however.  There are literally hundreds of regional carriers adding to the problem, as well. Centrally, there is less control over markets that have three or more national carriers, contributing to the overall saturation and competitive landscape. This has led to rising monthly costs and roaming fees. Scaling the overall market to at maximum of six carriers is advised in reducing costs per subscriber and unnecessary roaming charges. This will also provide more value […]

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Verizon Will Join Wi-Fi Revolution in Early 2016

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Previously Published to TMC Net’s Mobility TechZone As of this week, Verizon gave in and has begun allowing customers with Samsung Galaxy S6 and S6 Edge to take advantage of Wi-Fi calling through their smartphone devices. Although customers using other Android devices and iPhones will have to wait until early 2016, customers on thes e Samsung devices will be the first of many happy customers who will now directly connect to Wi-Fi in areas where reception is horrible, while traveling abroad or to simply save on minute usage. An alternative to traditional mobile phone service, Wi-Fi connections tend to be clearer, faster and allow for optimal video conferencing. While many argue that this can already be done via apps like Skype and Facebook Messenger, Verizon ensures a secure connection with no additional fees, while using the mobile device as usual.  It also avoids the need to download additional applications and be at risk for security breach or virus. Networks are increasingly adopting Wi-Fi calling capabilities to cut back on network utilization, improve customer experiences and to claim larger coverage area. Using Wi-Fi capabilities when texting, allows for faster transmissions of data. Pictures and video are sent and received more quickly […]

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LiveOps Cloud Platform Acquired by Global Investment Firm

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Previously Published to TMC Net’s Cloud Contact Center Global investment firm Marlin Equity Partners has announced it has acquired the LiveOps Cloud Platform. With over $3 billion in managed capital, the firm can now focus on the future of the cloud contact center and customer service solution, adopted by more than 400 companies around the world. Existing investor Presidio Partners was also part of this acquisition, which will allow LiveOps (News – Alert) CEO Vasili Triant to remain at the head of the LiveOps Cloud Partner. The market for cloud-based contact centers is expected to reach over $14.7B by 2020 with LiveOps holding a large portion of this market space. LiveOps will continue to be an independent entity, but it will be working to advance the potential of this platform through strategic initiatives in development and innovation. LiveOps Agent Services, as led by General Manager of Agent Services Greg Hanover, was not part of this acquisition but will remain a key customer of the LiveOps Cloud Platform. This is an important point to clarify. “LiveOps Cloud Platform is a true cloud solution that is utilized by hundreds of brands worldwide,” noted Ryan Wald, a Partner at Marlin. “We believe the platform […]

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TelePacific Signs with Aligned Communications to better serviceTexas

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Previously Published to TMC Net’s Cloud Computing Magazine Providing a comprehensive connectivity cloud and continuity solution at to over 75K clients in small business and enterprise sectors of industry, TelePacific Communications has signed a distribution agreement with Aligned Communications. Through this partnership, TelePacific can focus on delivering better solutions to clients, primarily in Texas, utilizing Aligned’s network of over 300 subagents. “Together, we can provide Texas business customers the quality managed services solutions they need to grow, backed by the same industry-leading commitment to the customer experience lifecycle that has powered TelePacific’s growth in California and Nevada over the past 18 years,” states Ken Bisnoff, Senior Vice President of Strategic Opportunities for TelePacific Communications (News – Alert). “We’ve worked hard to earn the trust of the Texas partner community, giving our full attention, resources and focus on winning their confidence. We feel designed and fortunate to add Aligned Communications to our select roster of Master Agents and learn from them, as they join our Advisory Board members, because we both share the same bedrock customer-focused values,” he adds. Earning the trust of Aligned Communications and adding them to the advisory board is major. This is a true partnership and one that […]

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