ChristopherHamer

Omnichannel Communication: Why Voice Still Has A Place In Our Ever Connected World

Although there are exceptions, voice is no longer necessarily king when it comes to customer contact. In an era of increased regulation, customer expectations, and higher call centre costs – voice calling alone simply isn’t as lucrative or effective as it once was. Although contact centre systems are still built as primarily voice-centric platforms; channels such as SMS, email and chat are rapidly...

Why Service Management Is No Longer Just About IT

IT Service Management, or ITSM for short, may have IT in its name – but service management is not just about IT. If we take a few steps back, traditionally users have contacted IT departments for one of three reasons; wanting something fixed, wanting another kind of assistance or wanting something new. This means that the IT team has become adept at putting in place processes to address enquiries ...

10 Reasons For Embracing SDN As Part Of Digital Transformation

With many organisations focusing on digital transformation initiatives, enterprise networks are being used in new ways that are stretching their existing capabilities – sometimes to breaking point. The emergence of technologies such as cloud applications and AI-driven robotics, highlight the need for next generation networks, which are more flexible and able to keep pace with changes in capacity a...