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Unified Communications in the Cloud

Unified Communications in the Cloud
Recorded Jul 2 2009 42 mins
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Presented by
Paul McMillan; Dir.; UC Technical Vision & Strategy; Siemens Enterprise
Presentation preview: Unified Communications in the Cloud

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  • ICE [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects Oct 22 2019 3:00 pm UTC 60 mins
    Robin Gareiss, President and Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects

    As IT and business leaders evaluate their how to use AI to improve customer experience, one of the biggest roadblocks is funding.

    This webinar provides step-by-step guidance on finding stakeholders to fund the projects, with specific data on how much companies are spending today on their AI-enabled initiatives.
  • ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data Recorded: Oct 9 2019 59 mins
    Robin Gareiss, President and Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data

    A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews.

    Crafting that perfect story requires an expanded mindset about what comprises “marketing.”

    In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover:

    1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success.
    2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories?
    3. The perfect story: How to conduct interviews that get real-world data to support your mission.
  • ICE [Ep.4]: Analytics' Role in Improving DCX Recorded: Sep 26 2019 45 mins
    Robin Gareiss, President and Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep.4]: Analytics' Role in Improving DCX

    Information is king, and without both real-time and historical data, it's nearly impossible to deliver the experience customers are expecting.

    Analytics tools are providing incredible insight to companies about customer sentiment, agent performance, and predictive actions.

    In this webinar, learn how successful organizations are using analytics to drive more revenue, reduce costs, and improve the customer experience.
  • ICE [Ep 3]: The Agent Experience - From Good to Great Recorded: Sep 10 2019 51 mins
    Robin Gareiss, President and Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great

    Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch.

    Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages.

    Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience.
  • ICE [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center Recorded: Aug 29 2019 48 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center

    Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage.

    Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies.

    Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences.
  • [Ep.1]: AI Drives Measurable Success in Customer Engagement Recorded: Aug 21 2019 60 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Intelligent Customer Engagement Series [Ep.1] AI Drives Measurable Success in Customer Engagement

    Nearly 50% more companies are using or planning to use AI in their customer engagement initiatives.
    Nemertes recently studied how 518 companies are using AI and analytics to improve their customer experiences. This webinar details:
    • how these companies use AI
    • what measurable improvements resulted.
  • [Ep. 3]: Measuring the Value of Collaboration Recorded: Aug 7 2019 44 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    IT and business leaders are evolving in how they measure the success of their collaboration initiatives. Whereas once they focused on performance metrics like uptime and repair, today they are driven to demonstrate the value that collaboration investments bring to operations and the bottom line. In this webinar we'll provide insight into the Nemertes success model for collaboration, sharing best practices and examples for identifying measurable business benefit for collaboration apps and platforms.
  • [Ep. 2]: Cloud Calling - What do Organizations Need to Know To Succeed Recorded: Jul 23 2019 44 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Whether moving to UCaaS or hosted services, successfully moving calling platforms to the cloud requires addressing PSTN connectivity, management, and network performance among other things.
    Failure to do so can lead to poor performance, unhappy employees, and high operating costs.

    In this webinar we'll share insight based on Nemertes' recently released Workplace Collaboration: 2019-20 Research Study and provide practical guidance for IT leaders as they plan or continue their cloud communications journeys. Specifically we'll address the proper role of SIP trunking, SD-WAN, and speciality management tools to ensure success.
  • [Ep. 1]: The Future of Collaboration is Teams - How to Achieve Success Recorded: Jul 9 2019 49 mins
    Irwin Lazar, VP and Service Director, Nemertes Research
    Collaboration apps like Cisco Webex Teams, Google Hangouts Chat, Mattermost, Microsoft Teams, RingCentral Glip, and Slack are rapidly taking over the workplace, enabling groups to communicate in context and weave together workflows and data.
    • But how to do organizations successfully adopt team collaboration?
    • How do they integrate it into their existing application and collaboration environment while meeting governance, security, and compliance requirements?
    • And how do they drive user awareness and adoption?
    In this webinar we’ll look at the trends around team collaboration and the characteristics of successful deployments and provide a roadmap that IT leaders should follow to measurable business benefits.
  • Introduction to SNIA Swordfish™ Features and Profiles Recorded: Jun 27 2019 55 mins
    Richelle Ahlvers, Broadcom
    Swordfish School: Introduction to SNIA Swordfish™ Features and Profiles
    Ready to ride the wave to what’s next in storage management? As a part of an ongoing series of educational materials to help speed your SNIA Swordfish™ implementation in this Swordfish School webcast, Storage standards expert Richelle Ahlvers (Broadcom Inc.) will provide an introduction to the Features and Profiles concepts, describe how they work together, and talk about how to use both Features and Profiles when implementing Swordfish.
    Features are used by implementations to advertise to clients what functionality they are able to support. Profiles are detailed descriptions that describe down to the individual property level what functionality is required for implementations to advertise Features. The Profiles are used for in-depth analysis during development, making it easy for clients to determine which Features to require for different configurations. They are also used to determine certification / conformance requirements.

    About SNIA Swordfish™
    Designed with IT administrators and DevOps engineers in mind to provide simplified and scalable storage management for data center environments, SNIA Swordfish™ is a standard that defines the management of data storage and services as an extension to the Distributed Management Task Force’s (DMTF) Redfish application programming interface specification. Unlike proprietary interfaces, Swordfish is open and easy-to-adopt with broad industry support.
    Your one stop shop for everything SNIA Swordfish is https://www.snia.org/swordfish.
  • Be a Leader Who Inspires - Top Strategies to Build Your Executive Presence Recorded: Oct 18 2018 57 mins
    Leslie A. Rubin, CEO, Image Matterz Consulting, Speaker and Author, Andrea Cousens, Principal, Authentic Image Consulting
    Have you ever watched a speaker captivate an audience merely by what they say or the way they walk into a room?

    There is just something about their energy that fills the room and draws you in.They are confident, charismatic, engaging, warm, funny and powerful. This essence is called Executive Presence (EP) and you can have it too! If you want to be considered leadership material or are just ready to up-your EP game, this session is for you.

    During this session, we’ll explore strategies to help you command an audience of one or thousands. We’ll walk through ways to help you be more "powerful" in the way you present yourself, and show you how small changes could have a big impact on your EP. This session designed for men and women who want to be more commanding, influential and confident in any situation.

    We will focus on:
    •The ways your voice and body language can impact your message…and your brand image
    •Identifying powerful words and tonality; and which phrases to avoid
    •Minimizing the gaps between how others see you and how you want to be seen
    •Learn useful tips to help you prepare and practice for your next meeting or presentation
  • How to Empower Yourself to Empower Others Recorded: Oct 10 2018 62 mins
    Sheree Atcheson, Board-Appointed Global Ambassador, Women Who Code
    This webinar will focus on understanding your own value and how you can use that to become an influential person in your industry.

    Listed as one of the UK's Top Most Influential Women in Tech & an international multi-award winner for her services to Diversity & Inclusion in the Tech industry, Sheree (@nirushika) is a Consultant, Deloitte; Founder, I Am Lanka; Board-Appointed Global Ambassador, Women Who Code; Forbes, Contributor.

    Sheree is a global tech outreach leader and the aim of her career is ensuring people are aware of the fantastic opportunities the tech industry has to offer & make certain that people (regardless of gender, race, social stature) are able to benefit from these & reach their full career potential.
  • DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime? Recorded: Oct 4 2018 49 mins
    Robin Gareiss, President & Founder, Nemertes Research
    All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll learn:
    *What is the top transformative technology and why?
    *What are the adoption plans for AI in companies' DCX strategies?
    *How are companies using AI in the contact center, to measure customer success, and to engage customers?
    *What are the key benefits--and they key problems--with AI?
    *Which AI technologies do companies plan to use?

    We look forward to sharing this information with you!
  • DCX [Ep.4]: Digital Transformation - Success Stories for Customer Engagement Recorded: Sep 20 2018 43 mins
    Robin Gareiss, President & Founder, Nemertes Research
    We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed can result in frustration and failure.
    In this webinar, we will review some fascinating, real-world case studies of how companies transformed their customer experience. We'll address:
    • What were their challenges?
    • Which technologies were key in their transformation?
    • Who ran the project?
    • How did they measure success?

    We look forward to sharing this information with you!
  • Digital Workplace of the Future: Enabling Human Communication in Your Workplace Recorded: Sep 19 2018 34 mins
    Richard Townhill, VP Product Marketing, RingCentral
    The cloud is changing the way we work. Disruptive technologies and business models are creating new opportunities to engage with co-workers, companies, and customers. However, workers are using an average of four communications apps each day, checking these 10 times an hour—leading to 32 days of productivity wasted each year.

    But the goal of the digital workplace should not be to just provide the technical connections, but also human connections. This is the context in which Richard Townhill, VP Product Marketing at RingCentral, will discuss:

    - App overload and its impact on workflow
    - Evolving market trends and communications models
    - New opportunities for single app communications experiences

    Richard’s presentation will be followed by a brief demo of a business workflow using the RingCentral unified app.
  • [Ep.20] Founders Spotlight: Jean Ginzburg, Founder & CEO, Ginball Marketing Recorded: Sep 12 2018 43 mins
    Jean Ginzburg, Ginball Marketing and Kelly Harris, Sr. Content Manager, BrightTALK
    This webinar is part of BrightTALK's Founders Spotlight Series.

    Join this interview with Kelly Harris and Jean Ginzburg to discuss how to use digital marketing and social media to attract and connect with prospects. Find out what businesses should be doing to find the right prospects online and strategies to convert users into paying customers.

    About the Founder:
    Jean Ginzburg is a #1 best-selling author, serial entrepreneur, digital marketing expert with more than 10 years of industry expertise helping companies scale revenue, optimize sales and marketing processes and improve productivity. Jean is the CEO and Founder of JeanGinzburg.com, a digital marketing education company and Ginball Digital Marketing, a digital marketing agency. Jean's clients range from brand name Fortune 500 companies to innovative start-ups. Additionally, Jean is a contributing writer for AMEX Open Forum, Influencive and Authority Magazine. In July 2018, Jean was named a "Women to Watch" by Colorado Biz Magazine.
  • DCX Series [Ep. 3]: Customer Experience Metrics That Matter Recorded: Sep 6 2018 47 mins
    Robin Gareiss, President & Founder, Nemertes Research
    What makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall customer engagement strategies?

    Based on Nemertes' real-world data, we'll review the metrics companies use to evaluate customer success, why, and how much improvement they are seeing. We will cover:
    • Revenue increase (overall and digital)
    • CSAT, NPS and other rating changes
    • Cost reduction
    • Agent retention
    • Customer retention

    We look forward to sharing this information with you!
  • [Ep.20] Ask the Expert: Creating a Communication Strategy to Engage Prospects Recorded: Aug 29 2018 47 mins
    Jean Ginzburg, Founder & CEO, Ginball Marketing
    This webinar is part of BrightTALK's Ask the Expert Series.

    Whereas hard sells might have worked before, nowadays prospects don't want to be sold to. Creating a communication strategy that includes content, touch points and value added social media will engage your prospects to eventually know, like and trust your brand. And once they trust your brand, they are more likely to convert into paying customers.

    Join Kelly Harris, Senior Content Manager at BrightTALK, as she interviews Jean Ginzburg, Founder & CEO, Ginball Digital Marketing, on how to create an engaging communications strategy for your business.
  • DCX Series [Ep. 2]: How to Capitalize on Digital Customer Experience Recorded: Aug 23 2018 58 mins
    Robin Gareiss, President & Founder, Nemertes Research
    Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In the second episode of our Digital Customer Experience webinar series, you'll learn:
    • How are companies organizing to transform CX?
    • Who runs the projects, and who is on the teams?
    • What is a typical budget for digital CX?
    • What technologies are crucial for success?
    • How do companies measure success?
    • Which vendors receive the highest scores from their customers?

    We look forward to sharing this information with you!
  • UCC Series [Ep. 9]: Finding the Most Affordable UCC Provider Recorded: Aug 7 2018 46 mins
    Robin Gareiss, President & Founder, Nemertes Research
    The price you pay for your UCC subscription, software, servers, or licenses is only part (and often, a small part) of your overall costs for UCC. And there are differences depending on your selected architecture and vendor.

    Nemertes has researched what companies actually spend on UCC for 14 years now. In this webinar, we will share some of the key metrics you should consider when selecting a UCC provider—along with real-world data on what it costs to operate various providers. We will cover:

    • What are the differences in operational costs, by size of rollout, for select providers?
    • How do those costs change if you decide on a cloud vs. on-premise rollout?
    • What are the top 5 questions I should ask in my UCC RFP?

    We also will demonstrate Nemertes’ UCC Cost Analysis Tool, an interactive tool that uses Nemertes’ research data to deliver actual costs customized to your organization.
Providing the tools for increased employee productivity
Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.

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  • Title: Unified Communications in the Cloud
  • Live at: Jul 2 2009 6:00 pm
  • Presented by: Paul McMillan; Dir.; UC Technical Vision & Strategy; Siemens Enterprise
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