Published By: LivePerson
Published Date: May 17, 2016
At the end of last year, the US alone had 435 million smart mobile devices in use — that’s 35% higher than the total US population. Among smartphone users, 68% use messaging apps regularly. And 84% of smartphone engagement with apps is spent communicating via text, email, and social channels.
What does this mean for brands? The current state of CX is broken. Brands focus too much on channel and transaction, ignoring the customer’s preferences, and, ultimately, negatively affecting their bottom line.
But wherever there’s a disconnect, there’s also opportunity. In increasing numbers brands are turning to messaging platforms and apps to offer more efficient, convenient customer service.
After Minnesota rolled out a cloud-based set of productivity tools that included instant messaging and video, growth among state agency users quadrupled and the number of cross-agency messages and videos increased by nearly 350,000 in just 2 years. There is a large-scale shift underway across the country where hardware infrastructure, platforms and software are being unbundled and moved out of government’s traditional area of operation. Download the thought leadership paper to learn more about what this shift entails, the benefits it will bring and how CIOs can prepare for its impact.
Published By: Red Hat
Published Date: Jan 02, 2018
Organizations are at a strategic crossroads. According to IDC analysts,1
two-thirds of CEOs will
center their corporate strategies around digital transformation initiatives. The goal of digital
transformation is only partly to make existing functions more effective. The greater goal is to be
able to do new things and use existing data in new, better ways.
Yet, 72% of current IT spending2—and the focus of IT resources—is on maintaining existing
systems. This creates tension between what needs to be done today and what should be done
for the future.
Middle-tier applications, according to IDC,3
are the core of a digital transformation strategy
because they provide data integration, messaging, and application programming interface (API)
management. Middle-tier applications also provide a platform for application development and
management that can handle traditional enterprise applications and cloud-native, distributed
Specifically, a Java™ EE-based application platform can
Published By: Iterable
Published Date: Sep 07, 2018
Whether they want tickets for the next Lady Gaga concert, the World Series, the Indianapolis 500, or Hamilton, people are quickly discovering that SeatGeekis the place to find the best selection and great bargains.
This relative newcomer to the online ticket business has quickly grown to offer the largest inventory of live event tickets on the web, in addition offering differentiating services like best-bargain ratings and notifications when a fan’s favorite team or entertainer will be performing nearby.
Email and push have been the primary channels for interacting with customers. However, according to Ben Clark, Vice President of Customer Retention, the marketing team previously struggled to deliver consistent, relevant messaging across channels because their email and push tools ran on separate platforms.
The old tools were also cumbersome to use and offered limited functionality. Worse yet, they didn’t support the team’s AI driven, omni-channel marketing strategy, which includes rea
Effective marketing is all about engagement — connecting with customers and finding innovative, interesting ways to build long-term relationships. When it comes to the highly active, spend-ready millennial generation, coupling the right content with a deeply personal experience is especially important.
The concept of all centralizing all communication methodologies (presence, instant messaging, voice, video, and messaging services) within a single system, a.k.a. unified communications or UC, is not new. One of the most popular platforms is Microsoft. In fact, Microsoft has indicated that it has 110 million Skype for Business or Lync users around the world.
However, many organizations have yet to fully embrace the video conferencing capabilities available within Skype for Business / Lync. Overall we view Skype for Business (SfB) video conferencing as an excellent choice for sessions involving only SfB users. However, the SfB experience is focused more on content sharing and less on live video.
Download this whitepaper to learn 12 situations in which users may wish to use a different video conferencing tool. In this paper, Wainhouse also compares two options for companies seeking better video capabilities.
Published By: Motorola
Published Date: Feb 06, 2008
In this report, Aberdeen takes an in-depth look at how best-in-class organizations are using mobile messaging to improve productivity and customer service. They also define the steps that can help your organization deploy a best-in-class enterprise mobile messaging solution.
Published By: Microsoft
Published Date: Jul 20, 2018
At its Build conference in May, Microsoft took the wraps off Cosmos DB, the new incarnation of its
existing cloud-based Azure DocumentDB NoSQL database. With a nod to the dramatic, Microsoft
terms Cosmos DB as its biggest database bet since SQL Server; it is positioning it as its flagship
cloud database, suited for use cases ranging from security and fraud detection, to IoT (consumer and
industrial), personalization, e-commerce, gaming, social networks, chats, messaging, bots, oil and gas
recovery and refining, and smart utility grids. Cosmos DB is a good example of how cloud platform
providers are rethinking databases for scalable, elastic environments and commodity infrastructure.
The platform that is most comparable is Google Cloud Spanner, but each of these databases is
engineered for different purposes: Cosmos DB as a globally distributed operational database and
Spanner as a globally distributed SQL-supporting OLTP database.
The highlights of Cosmos DB include its flexibility in
Read this astounding case study to see how migrating to IBM Lotus software with a broadly functional messaging platform increased the efficiency and support of mobile users for the Kentucky Baptist Convention. Then you'll learn how your own business can improve communications, drive down costs and eliminate the need for additional Web software.
Published By: Intercom
Published Date: Oct 08, 2015
An effective messaging strategy means targeting the right users with the right message at the right time and place. Failing to do so leads to customers mentally, or literally, unsubscribing from you.
From the makers of Intercom, a customer communications platform, this book teaches you how to increase customer engagement in three ways:
1. Define the audience for your message by segmenting users according to behavior and action.
2. Craft a message for maximum impact; what voice, tone, format, and language to use.
3. Discern the right way and the right time for a message and know what you can do to ensure it is received in the most appropriate setting and in the most appropriate context.
If your company already uses Microsoft Lync for instant messaging, web presence and conferencing, you probably know that unified communications and collaboration (UC&C) means running all communications vehicles on a single, common, unified platform.
ESG is seeing a new focus on platforms designed to support both development and integration. The need to address integration is akin to the elephant in the room—everyone is aware of the situation but nobody has a good way to resolve it. The siloed heterogeneous environment that defines IT today needs a pragmatic approach to bringing together application integration and mobilization. However, the resolution to the integration problem cannot just be addressed from a data or messaging perspective. Context and process is needed to bind these systems together in a meaningful way.
Published By: Intermedia
Published Date: Nov 10, 2008
Microsoft Exchange is the leading business email and collaboration solution for the small,up to the large, business markets, and this whitepaper compares the security of Microsoft Exchange Services deployed in-house versus a hosted model with SaaS service providers. By choosing Intermedia as their Hosted Exchange SaaS Solution Provider, businesses can achieve email and total messaging security, as well as a piece of mind, by leveraging Intermedia’s infrastructure and experience with running a secured messaging platform.
Published By: Tripp Lite
Published Date: Mar 02, 2015
VoIP is rapidly becoming the standard for voice communications in business, government, education, government and healthcare. It offers capabilities that far exceed traditional phone systems, with unified communication platforms promising to integrate messaging, mobility, collaboration, relationship management, teleconferencing and other advanced features.
The transition to VoIP presents a number of challenges like the need to install new equipment in the MDF and the IDFs dispersed throughout your organization's network/telecom wiring closets. Typical closet designs can't handle the increased wattage and heat output of the PoE switches used to power IP phones.
In this white paper you'll learn:
• The basics of VoIP migration and implementation
• What issues to consider when upgrading network/telecom wiring closets for VoIP
• What cost-effective solutions are available to power and protect a VoIP network wiring closet
Published By: BlueHornet
Published Date: Jun 06, 2008
This 19-page white paper includes before and after examples of rendering issues and fixes across top email programs. It makes specific coding recommendations you can use to improve the look and performance of your emails across every major email program, including Outlook 2007.
Data sharing is the first priority in web conferencing.
Web conferencing doesn't work well for day-to-day collaboration. Everything is a scheduled, “meet-me” conference. You can’t just call someone.
Web conferencing providers don’t offer a complete solution. You have to separately manage and integrate video systems and instant messaging through independent platforms that do not integrate into the web conferencing service, resulting in an inferior and disjointed user experience.
Download now to learn why Lifesize Cloud is the ONLY solution you need!
Download IBM® Lotus® Sametime® Standard V8.0, a platform for unified communications and collaboration that combines security features with an extensible, open solution including integrated Voice over IP, geographic location awareness, mobile clients, and a robust Business Partner community offering telephony and video integration. Lotus Sametime Standard V8.0 expands on the existing instant messaging, Web conferencing, VoIP, point-to-point video, mobile clients, external IM gateway, and extensible client with additional platform support and enhancements to the end user experience, administration, and performance.
Learn how Liverpool, one of the most important retailers in Mexico, leveraged ESB messaging and enrichment to move from an inefficient, highly-complex point-to-point integration platform to a flexible SOA connectivity and integration solution that helped Liverpool reduce their costs and streamline information to customers and partners from days to seconds.
Text-messaging, or SMS, usage is on the rise while email usage is falling. Meanwhile many more mobile phones than personal computers are sold around the world. Long story short: Marketers who want to reach consumers with targeted campaigns had better put an SMS strategy in place. mobileStorm's new white paper, "SMS Or Die," explains why mobile marketing, particularly SMS marketing, is the ideal platform to reach consumers.
Simple voicemail has evolved into complex integrated messaging platforms and the generic black handset has been replaced by a plethora of devices. Service providers can become critical partners for companies looking to ensure availability of their voice network.