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05 Sep 2017  |  North America

Analytics Ensure UC Performance, Adoption and ROI

Evolving Focus from Maintenance to Business Outcomes

As organizations strive to further reduce costs and increase productivity, they are seeking to expand their UC deployments to more sites, more users and are implementing additional applications to their workforce. In efforts to encourage more holistic end-to-end deployments, leading UC solution providers are evangelizing the positive impact UC has ...

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04 Sep 2017  |  Global

QATAR Cloud Computing Market—Macro Outlook and Opportunity Assessment, 2017

Qatar Government’s investment in ICT infrastructure expected to expose enterprises to latest technology services from Europe and North America

This Industry Docket explores opportunities for infrastructure development in the cloud market including planning and implementing best practices in Qatar. The country's market is open to international IT service and cloud providers, thereby providing an opportunity for SMEs in Qatar to leverage global standard services and applications. The docket...

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24 Aug 2017  |  North America

Customer Experience (CX)-Focused Contact Center Routing in North America, 2017

Evolving Customer Requirements, New Technologies, Changing Markets Drive Change

Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...

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24 Aug 2017  |  North America

North American Customer Relationship Management (CRM) Developments to 2022

Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities

Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...

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18 Aug 2017  |  North America

Critical and Actionable Customer Experience (CX) Trends, 2017 Part 2

Key Developments to Drive Growth-Enabling Strategies and Tactics

In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertain...

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07 Aug 2017  |  Africa

ICT Enterprise Spend in Banking and Financial Services, South Africa, Forecast to 2019

Emerging Trends such as Branch of the Future, Omni-Channel Engagement, Mobile Banking, and Big Data Analytics to Shape the Banking and Financial Secto

The focus of this insight is to understand the key areas of IT spend within the banking and financial services (BFS) sector in South Africa with the aim of highlighting chief areas of opportunities for the IT service providers. The objectives are to provide an overview of South Africa’s macro-environment and its impact on the BFS industry; offer ...

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07 Aug 2017  |  North America

The Business Benefits of Using a Hybrid DIY CDN Approach for Content Delivery

Hybrid CDNs Allow Companies to Address Content Delivery Challenges on a Global Scale

Companies are starting to shift to hybrid content delivery network (CDN) usage to address the lack of control over content delivery when and where it is most critical for customers. The hybrid CDN approach enables business advantages that ultimately boil down to optimizing performance within a content delivery ecosystem, which companies can create,...

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01 Aug 2017  |  Global

Smart Cities in India—Business Opportunities in Pune City, 2017

Strong manufacturing base in Pune drives the need for improving governance and ease of doing business

The Government of India (GoI) launched the 100 Smart City Mission in April 2015; the plan is to implement this through area based approaches. Cities have been selected through a City Challenge Competition. Pune has been selected for Smart city development since the city is the 2nd biggest software hub in India and is among the top five FDI investme...

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26 Jul 2017  |  Global

Iran Cloud Computing Market—Macro Outlook and Technology Trends, 2017

Iranian ICT market trends spin around topics such as internet speed, internet censorship and security

Iran is a promising market for the implementation of Cloud. The market has opened up for international players and the hardware market has been gaining traction since 2016. The infrastructure and telecom markets have become the prime area of investments. From the challenges point of view, enterprises lack skill and awareness about the cloud market ...

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26 Jul 2017  |  Asia Pacific

Cloud Technologies Enabling Customer Experience in the Asia-Pacific Telecommunications Sector, 2017

Analytics to Emerge as a Major Shaping Force Transforming Customer Experience in the Telco Sector

In light of increasing competition from Over-the-Top (OTT) vendors, customer experience has become the most important factor in decision making for Communication Services Providers (CSPs) to remain customer centric. Additionally, with rising cost pressures, many CSPs are turning to alternative means for call routing and customer support. At the sa...

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Showing 41-50 of 148