New Thinking

Facing executive mandates to migrate applications to the cloud, many organizations’ leaders are faced with the challenge of determining what cloud communications & customer contact

Machine Learning (ML) and Artificial Intelligence (AI) have become essential tools for the modern enterprise, helping organizations streamline processes and uncover data to make better

The proliferation of corporate mandates to move to the cloud, and cloud communications technologies like CPaaS (Communication Platform as a Service), CCaaS (Customer Contact as

If your contact center isn’t one of the circa 50% of cloud migrations that stall or fail that’s great news[1]. It can be tempting to

This year organizations will spend over $3.5bn on cloud migration but around 50% of cloud migration projects will stall or fail[1]. Something is obviously broken.

Of the 80% of contact centers who have migrated or are planning to migrate to the cloud half of them will fail[1]. Despite heavy investment in

Despite the heavy investment in contact center cloud migration predicted for 2019 (over $3.5bn) around half will stall or fail[1]. There are a number of