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Quarks

Are You Ready? Video Customer Service Is Here

Next-Generation Customer Experience
Video Is Gaining Traction as an Effective Service Channel for Customer EngagementMulti-channel customer support is expanding to include video transactions that provide a deeper customer experience. The rapid growth of consumer use of video is now moving to brands that want to…
Elizabeth Herrell
Quarks

IBM Watson Breaks New Ground for Service

Next-Generation Customer Experience
IBM Watson Engagement Advisor Brings Supercomputing Power to Customer SupportIBM Watson Engagement Advisor redefines the delivery of customer service. This new supercomputer processes huge amounts of data and “understands” it with astounding speed. It puts correct…
Elizabeth Herrell
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Compelling Investments for Extraordinary Service

Next-Generation Customer Experience
Smart Customer Service Investments in Emerging Applications Need Cost Justification Download the report snapshot Although many brands struggle to keep pace with changes in customer service, leading customer service organizations realize strategic investments will keep…
Elizabeth Herrell
Case Study

Taking Talent Search to the Next Level

Future of Work
Why the Haley Stuart Group Recruited ShoreTel Sky as Its Cloud Communications Service Provider Haley Stuart Group (HSG) is a highly specialized boutique executive recruiting and talent search organization founded on the belief that clients are best served by industry-specific…
E. Brent Kelly
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Ten Things CIOs Should Know about WebRTC

Future of Work
Anticipating and Preparing for Massive Disruption to Your Communications Environment and Engagement Strategies Download the report snapshot Ten Things CIOs NEED to Know About WebRTC webinar recording WebRTC is an emerging standard that enables real-time voice,…
E. Brent Kelly
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Customer Service Strategy for a Disruptive World

Next-Generation Customer Experience
Apply the Customer Service Support Framework as Your Strategic Weapon in Customer Experience Download the report snapshot As disruptive new technologies have emerged in recent years, the world has witnessed a dramatic change in how customers interact with brands…
Elizabeth Herrell
Case Study

Using the Cloud to Protect What’s Important

Future of Work
Sealed Air’s Global Migration to Verizon/Siemens Cloud-Based Unified Communications Services As a global company with geographically dispersed manufacturing and laboratory facilities, Sealed Air had a vast communications asset base consisting of PBXs, telephony handsets and…
E. Brent Kelly
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Scaling Up with Marketing Automation Software

Marketing Transformation
How Marketing Automation Transforms Your Marketing in the Age of Conversation Market and Vendor Overview Today's marketers are consistently challenged to do more with less. Faced with an explosion in digital and social channels and an empowered and demanding customer base,…
Gavin Heaton
Case Study

Supporting the Ride to Cloud UC Services

Future of Work
Why Hendrickson is Moving its Voice and Video Communications to the Thinking Phone Networks Cloud In 2010 Hendrickson, a commercial truck components supplier, had 14 manufacturing locations in North America, each with its own antiquated PBX that was used for local and long…
E. Brent Kelly
Case Study

Keep On Trucking at the Speed of Voice

Future of Work
How a Transportation Software Provider Transformed its Communications Using 8x8’s Cloud Service Communications is the lifeblood of the commercial freight logistics business. TMW Systems Inc. is one of the global leaders in the industry, providing transportation and…
E. Brent Kelly
Quarks

Disruptive Technology Adoption: An Executive Primer

Data to Decisions
Apply Constellation’s Adoption Framework to Ensure Organizational SuccessDisruptive technology powers today’s business strategy. The creation of new business models, the drive toward transformational innovation and the consumerization of technology put pressure on…
R Ray Wang
Quarks

Building Your Interaction Strategy with the Nine C's of Engagement

Future of Work
A Step-by-Step Guide to Successful Stakeholder Interactions in the Digital Age Organizations today have a once-in-a-decade opportunity to use social media channels to improve stakeholder engagement. Transformation of internal engagement on the employee level and external…
R Ray Wang
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Introducing Matrix Commerce

Marketing Transformation
How to Design for Buyer-Centricity in a People- to-People (P2P) World Download the report snapshot Amid the proliferation of new technologies, business models and economic conditions, a new buyer-centric world has emerged. Consumerization of technologies, manifested…
R Ray Wang
Quarks

Key Steps to Transform Customer Support

Next-Generation Customer Experience
Ten Ways to Improve Customer Experience in 2013 Customer support operations face new challenges due to the rapid change in how customers choose to interact with vendors. While interactions across traditional channels such as web and email continue to dominate, the rapid shift…
Elizabeth Herrell
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The Enterprise Cloud Buyer’s Bill of Rights: SaaS Applications

Future of Work
How to Maximize Your Investment and Avoid Potential Vendor Lock-In The majority of enterprise software is now consumed via SaaS or cloud deployments. Despite a perception of simplicity in software acquisition, many cloud contracts require all the rigor and due diligence of…
R Ray Wang
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Digital Disruption: Five Lessons from Asia Pacific's Digital Trajectory

Marketing Transformation
How Mobile and Social Adoption Will Change Your Market Strategy The world is increasingly looking to Asia Pacific to power economic growth. But Asia Pacific is not just an economic juggernaut, it is also a petri dish showcasing the consumer behavior and business impacts that…
Gavin Heaton
Quarks

Why AVAD Chose West’s Cloud Communications Services

Next-Generation Customer Experience
Find out why AVAD, a distributor of high-end audio/visual equipment, chose West over a host of other cloud communication providers AVAD is a conglomeration of what were 11 different companies. Each branch supported its own communications system. Consequently, within the…
E. Brent Kelly
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CMOs: Re-Casting the Marketing Funnel for Consumer Engagement

Marketing Transformation
Five Stations on the Consumer Engagement Line The five forces of the Consumerization of Information Technology (CoIT) do not just affect the chief information officer (CIO). The impact of social media, Big Data, analytics, mobility, cloud computing and unified communications…
Gavin Heaton
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Innovative Customer Service Outsourcers Expand Channel Support

Next-Generation Customer Experience
How Leading Outsourcers Support Social and Mobile Customer Support Interactions Customer communications has entered a new stage and companies need to quickly understand how to best support their customers. The way customers engage with companies has shifted from telephones…
Elizabeth Herrell
Quarks

Social Communications and Customer Support - A Winning Combination

Next-Generation Customer Experience
Social Communications Create New Customer Value While Improving Customer Support Processes New waves of social communications change how customers communicate and have a major impact on the customer support organization. Social networking transforms the way customers behave…
Elizabeth Herrell
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The Cloud Communications Services Market Overview- Part 2

New C-Suite
Understanding the Segments and Knowing the Players CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology and capability in the unified communications and collaboration space. Virtualization, centralization…
E. Brent Kelly
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The Cloud Communications Services Market Overview – Part 1

Next-Generation Customer Experience
Understanding the Drivers and Dispelling the Myths CaaS is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology and capability in the unified communications and collaboration space. Virtualization, centralization…
E. Brent Kelly
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Mobile Enterprise: B&W Group Case Study

Data to Decisions
Using iPhone and iPads for Business Intelligence and Supply Chain Management B&W Group's Business Systems Manager Paul Fryer discusses in this report the introduction of BI and iPhone/iPad smart devices. Besides talking through the initial decision process concerning…
Charles Brett