Poly Helps Empower Contact Center Workers

“I just want to speak to someone.” It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve …

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Navigating the Shift to Cloud with Poly

The Contact Center industry is undergoing a tectonic shift which was very clear earlier this year at Enterprise Connect 2019 in Orlando. The shift to cloud is upending the dominance of hitherto vendor market share and technological roadmaps. Cloud CAGR will be estimated at 25% p.a. through 2024 and already next year it is expected …

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How G Suite it is that Poly Phones are the First Google Voice Certified

A G Suite Treat: Google Voice is GA “Phones still connect us all,” said Smita Hashim, Director of Product Management, Google Voice during the recent Google Cloud Next 2019 and G Suite Unified Communication roadshows as GA of Google Voice in 11 countries was announced. I tend to agree. Google Voice for G Suite was …

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Make Your Mobile Phone Work Harder at Work

Don’t just use your phone “at work,” use it to “do work.” With more than 2.7 billion smartphones across the globe, mobile technology continues to push boundaries and open up new possibilities for users. From the first video conferencing calls in the late 1920’s, to the invention of the first mobile service 70 years ago …

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ZTE releases the industry’s first 5G NB-IoT-based shared home appliances standard

20 September 2019, Shenzhen, China – ZTE Corporation (0763.HK / 000063.SZ), a major international provider of telecommunications, enterprise and consumer technology solutions for the Mobile Internet, together with China Telecom and Haier AC, has today released the industry’s first 5G NB-IoT-based shared air-conditioner centralized control standard.  This standard specifies the technical requirements of centralized control …

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Contact Center of the Future: 5 Essential Investments

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about? What does this “new contact center” look like? Research suggests five essential investments for navigating the contact center of the future: Effortless …

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Application Ecosystems and the Future of the Contact Center

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the …

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