I recently re-read the book "The Big Switch – Rewiring the World, from Edison to Google" by Nicholas Carr and would recommend it to anyone who is looking for an explanation as to why SaaS is such a big deal. The author does an excellent job of detailing the history of electricity and computing and draws the analogy that SaaS is as revolutionary to our world today as electricity was in its time.Read
The data network is the heart and engine of today’s call centers. If the data network is down or impaired, it will probably be felt at every level of your centers performance. This fact means that it is vital that the IT staff have as much visibility to the health of all the components that make up that network as possible. I would like to recommend that all of our customers look in to the family of products offered by Read
Happy Earth Day! Well, as you can expect, everyone is talking about the need to go green. One of the trends to go green that I am particularly fond of has to do with getting work done without requiring everyone to pile into the same office building. Remote working has immediate and tangible benefits for the green movement. Rosabeth Moss Kanter recently wrote a blog entry at the Harvard Business Review entitled, "Stay Home and Work". Telecommunications SaaS technologies such as inContact really are helping people to do a great job working at home.Read
Beverly Magda put together a nice list of things to consider when looking at a SaaS offering called "CIO SaaS Checklist" in InformationWeek magazine. Here are the questions that she encourages CIO's to ask:
1. Will the SaaS app require modification of IT or network infrastructure or need special integration?
2. Can I retire redundant IT infrastructure by using the SaaS application?
3. How long will SaaS deployment take vs. software?
4. What training will my IT staff require?
5. Can I redeploy existing staff to other projects with SaaS?
6. How does our end users' application experience compare with SaaS vs. software?
7. How does security of our data compare?Read
Many businesses today are looking closely at how to create an AT HOME worker program. This is particularly true in the call center and services industry. There are many advantages for the employer, the employee and the local community. In fact, it is the ability of inContact to facilitate the AT HOME worker that attracts many customers to inContact. Tools such as inTouch, allow supervisors to view all agents, at homes and offices that may be scattered across the country. Viewing and manRead
For many of you in Operations or IT, you have the unique challenge of managing disparate contact centers or business locations that you likely inherited through acquisitions or the locations already existed when you joined the firm. Looking at each location with its different PBX or key system, channel bank or other premise equipment with differing reports available either for peak utilization, call center KPIs, or other management reports can be overwhelming to manage. Some of you still likely get reports sent to you weekly and trying to run your business off of differing equipment with differing capabilities and limitations is tough.Read