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The Link Between Certification and Partner Profitability

Data to Decisions
How Partner Certification Programs Deliver a Win-Win Trifecta for the Partner, Customer, and Vendor Customers face a deluge of potential service providers who can design, implement, service and support technology implementations. Increasingly, technology vendors continue to…
R Ray Wang
Quarks

Mobile Apps Live Support Breaks New Ground

Next-Generation Customer Experience
Three Vendors Introduce Innovate Support for Direct Link to Customer Support from Mobile App Over the past few years we have seen exponential growth in the use of mobile apps for customer transactions, yet the inability to get immediate assisted support has been a major…
Elizabeth Herrell
Quarks

Weaving Video into the Enterprise Communications Fabric

Future of Work
Preparing Your Organization for Pervasive Personal Video Tablets and smartphones sporting touch ‘n swipe interfaces along with apps that integrate into the enterprise infrastructure are causing organizations to pause and consider what the future for video should be within the…
E. Brent Kelly
Premium Research

How to Create the “Wow” Factor in Customer Engagements

Next-Generation Customer Experience
Changing Customer Engagements Demand New Strategy At a time where social media conversations become a major source for customer opinions and purchases, it has become increasingly challenging to retain customers. Today’s customers have many options for engaging with a company…
Elizabeth Herrell
Quarks

Mobile Apps Transform Customer Service Strategy

Next-Generation Customer Experience
Huge Growth for Smartphones Reshape Support Models The rapid proliferation of mobile apps is forcing companies to take a much closer look at their mobile strategy. Mobile apps provide immediate access to product information and company information, as well as deliver a wide…
Elizabeth Herrell
Premium Research

Consolidated CRM Deployments Drive Paths to Modernization

Next-Generation Customer Experience
When and Why on the Path to Customer Centricity for CRM Customers.  With the average CRM deployment nearing the end of their useful life, over 85 percent of line of business executives and CIOs intend to upgrade their CRM systems in the next 24 months.  Why?…
R Ray Wang
Premium Research

Is Microsoft Office 365 a Viable Hosted Unified Communications Offering for You?

Future of Work
Office 365 Will Work for Some Organizations, but Not All. Here’s Why. Cloud services are exploding in terms of the number of offerings and their variety. Unified Communications as a Service (UCaaS) is no exception, with over 50 different solutions available on the market…
E. Brent Kelly
Quarks

Steps to Develop an Effective Social Media Response Strategy

Next-Generation Customer Experience
Global adoption of social media and mobile applications continues at an accelerated pace that challenges companies to develop a strategy for supporting the growing number of customers using newer channels for service requests. Although companies invest heavily in the creation of…
Elizabeth Herrell
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Demystifying Enterprise Gamification for Business

Future of Work
Gamification describes a series of design principles, processes and systems used to influence, engage and motivate individuals, groups and communities to drive behaviors and effect desired outcomes. Originating from the video game industry, many of these pioneering…
R Ray Wang
Premium Research

New Rules of Contact Center Customer Engagement

Next-Generation Customer Experience
New Paradigm Puts Emphasis on Customer Connection Today’s customers expect companies to support them over any device, any time and resolve their issues quickly.  To gain their trust, companies need to evaluate their support from the customer’s view and deliver consistent…
Elizabeth Herrell
Quarks

How to Create a Winning Unified Communication Strategy

Next-Generation Customer Experience
Unified Communications is an enabling technology that integrates communication and collaboration applications and simplifies user access from an integrated desktop or mobile device. UC is central to building an effective communication infrastructure and links disparate and…
Elizabeth Herrell
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Lessons Learned From 100 Early Social Business Adopters

Marketing Transformation
As with any new disruptive technology, social business remains a fractured and confusing market. From internally facing collaboration efforts to externally facing social networks, users seek clarity in terms of adoption – sharing the best practices and identifying where they fit…
R Ray Wang
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2011 Unified Communications Adoption Trends

Next-Generation Customer Experience
Unified Communications (UC) continues to mature as more applications emerge and organizations continue to build out their UC solution suites. According to a 2011 survey from our partner Computer Economics, a solid majority (65 percent) of organizations worldwide with annual…
Frank Scavo, Elizabeth Herrell
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Social and Mobile Growth Challenge Customer Support Operations

Marketing Transformation
The huge rise in customers who now use social networking sites and mobile commerce (m-commerce) for business transactions has created a customer support gap. Many companies have social media presence on sites such as Twitter and Facebook and create mobile applications but…
Elizabeth Herrell
Premium Research

Unified Communications Cloud-Based Solutions

New C-Suite
This report discusses the factors businesses should consider when moving some or all of their UC applications to the cloud. With cost a major factor in the rate of Unified Communications (UC) adoption, services from the Cloud provide new options for many companies to consider…
Elizabeth Herrell
Premium Research

Demystifying The Cost Structure For UC Solutions

Next-Generation Customer Experience
Unified Communications (UC) provides users with the ability to communicate more quickly and to access applications that improve their business processes.  But Pricing has been more ‘muddy’ than ‘crystal clear’ for Unified Communications (UC) and IP Telephony upgrades during…
Elizabeth Herrell
Open Research

Constellation’s Research Outlook For 2011

Data to Decisions
By Phil Fersht, Dennis Howlett, Elizabeth Herrell, Esteban Kolsky, Maribel Lopez, Vinnie Mirchandani, Sameer Patel, Frank Scavo, Alan Silberberg, Brian Solis, and R “ Ray” Wang Organizations Seek Measurable Results In Disruptive…
R Ray Wang, Frank Scavo, Elizabeth Herrell