Ten Things CIOs Need to Know About WebRTC webinar wrapup

Courtney Sato

May 22, 2013

Today we presented the webinar "Ten Things CIOs NEED to Know About WebRTC". Here are a few highlights from the event:...

Also available are the webinar recording and presentation deck

Research Spotlight:

Compelling Investments for Extraordinary Service

Analyst: Elizabeth Herrell

Download the report snapshot

Webinar: Ten Things CIOs Need to Know About WebRTC

After the proliferation of WebRTC, communications will never be the same. As a CIO or communications professional, do you know everything necessary to harness the transformative power of WebRTC?

Register: "Ten Things CIOs Need to Know About WebRTC"

May 23, 2013 8:30a.m. PT/11:30a.m. ET 

Comparing the Various Flickr Account Types

Alan Lepofsky

May 21, 2013

NetSuite Manufacturing Moves on Down the Highway

Frank Scavo

May 20, 2013

If NetSuite is going to continue its growth, reported at 28% last year in its core business, it really has no choice but to pursue manufacturing customers. Manufacturers are the largest market for ERP systems and therefore an attractive target for NetSuite's development efforts. Although manufacturers have been slower to embrace cloud computing than many other sectors have, the situation is rapidly changing. Manufacturing companies are increasingly open to cloud ERP. Sometimes, in fact, they only want to look at cloud solutions. In other words, NetSuite is at the right place at the right time.

Emerging Technologies for Customer Experience Report Published by Constellation Research

Courtney Sato

May 16, 2013

SAN FRANCISCO CA – May 16, 2013 Constellation Research, Inc. the research and advisory firm focused on disruptive technologies announced today the publication of “Compelling Investments for Extraordinary Service”, by Constellation Vice President and Principal Analyst, Elizabeth Herrell. This report helps customer service organizations identify quantifiable value for deploying emerging technologies and steps to build a business case for justifying new investments

This report highlights five key technologies that all customer service organizations should evaluate as these technologies create new revenues, lower service costs, and positively enhance customer experience.

Interactive Intelligence Cloud Services Grow Substantially

Elizabeth Herrell

May 15, 2013

Event Report: Interactive Intelligence’s recent analyst event provided insight into their successful strategy for contact center cloud solutions. While continuing strong growth in their core premise based Customer Interaction Platform (CIC), its cloud-based solutions achieved impressive growth in new sales orders and have increased from 5% of orders in 2009 to 35% in 2012. During 2013, Interactive Intelligence forecasts 50% of sales orders will come from its cloud-based offering. Interactive Intelligence’s platform offers a comprehensive all-in-one software solution that supports contact center solutions resulting in faster time to market for its customers.

Putting Experience Back into Customer Experience

Gavin Heaton

May 15, 2013

It began with an appearance on Gordon Ramsey’s reality TV show, Kitchen Nightmares. As you can see from the footage from the show, the episode did not play well for the owners of Amy’s Baking Company Bakery Boutique & Bistro in Scottsdale, Arizona.

With each comment on Reddit, Yelp or even BuzzFeed, for every tweet and mention on Facebook, owners Samy and Amy step into the breach to fan the flames of this conversation. They continue to take brand experience to a new level with each and every comment or tweet. Take a look at some of the Facebook comments and conversations captured on the BuzzFeed page by way of example.

Calling All Innovators in Disruptive Technology - SuperNova Awards Application Now Open

Courtney Sato

May 13, 2013

We at Constellation Research are pleased to kick off the third annual SuperNova Awards for innovators in disruptive technology. If you have completed a project that produced a disruption within your company or industry we want to hear your story!

Simon Says: No WebRTC Devices. But Life Has A Way

E. Brent Kelly

May 11, 2013

While attending the 2013 Aastra analyst event in Dallas in early, May I had the good fortune to sit next to Simon Beebe, Vice President of Product Management at Aastra. Among Simon’s responsibilities are all of the communications endpoints Aastra makes, including Aastra’s line of SIP phones and BluStar video devices.

So, it was with interest that I approached Simon on the idea of a WebRTC-based endpoint device. With his knowledge of endpoint design and manufacturing, I wanted to get a sense as to whether he saw any merit in the idea of a future in which some enterprising person or group creates a dedicated WebRTC device.

Clearly, WebRTC is in its early, and some would say “heady”, days. Simon really saw no drivers for creating a WebRTC-based standalone endpoint that could sit on the desktop. The discussion centered around the bill of materials (BOM) required for such a device and the reality that like any communications device, there would be some real manufacturing costs associated with it. In his mind, Simon could see no real need or advantage for a WebRTC-based dedicated device.