Cloud computing

SaaS (Software-as-a-Service) or “on-demand software” is becoming a fast growing, common software delivery model that provides tools that can reduce time-to-market and cost of converting a traditional on-premise software product, making implementation easier and more cost effective.    Read more»

If you've ever wondered what cloud computing is, or how it (and inContact) can improve your contact center's profitability and operations, we've laid it all out for you in a two minute, thirty-one second video. Sit back and enjoy!

Every now and again you get to be a part of something that's truly great. I've had such an opportunity this year as I've had the pleasure to work with Frost & Sullivan as they put together their "Premise Vs. Hosted Contact Center: Total Cost of Ownership Analysis". The report analyzes and compares the TCO of the general hosted and premise markets for contact centers. Much like listening to albums of your favorite band for years, and finally seeing a live show, I had the pleasure of hearing Ashwin Iyer, Global Director of the Contact Center Practice at Frost & Sullivan, present on the study recently.

Ashwin began his presentation by stating that most contact centers today are tasked with three primary goals:

• Reduce customer service / support costs
• Improve customer satisfaction
• Increase revenue

In the first two installments of this series, we discussed myths that are used to dissuade companies from choosing cloud-based communications solutions.  In the first blog we discussed the differences between public and private clouds and whether a cloud solution means a forklift upgrade.  The second installment challenged myths related to security and reliability in the cloud.  In this final piece, we look at whether cloud solutions imply a lack of control over company data and an inability to integrate with other installed applications.  

There’s an entertaining series on the Discovery Channel called MythBusters, which “mixes scientific method with gleeful curiosity” to test long-held, but often erroneous, theories.  A typical recent experiment evaluated whether when you “get cold feet,” your feet really get cold.

A number of unsubstantiated myths have likewise been developing around cloud-based communications services (often propagated by vendors with premises-only offers).  In a series of blogs over the next month, I’m going to discuss some of these – and using less exciting methods than available to the Discovery Channel – offer logical arguments that “bust” the myths.   Read more»

Cloud computing is definitely making a difference in companies around the globe, and over the past couple of years, it has become an important initiative of state, federal and local governments. The reasons for the shift to cloud computing by government entities, which have gained attention with Pres. Obama's "Cloud First" Policy, aren't so different from those of private corporations: scalabiilty, pay-as-you-go, addressing inefficiencies, etc.   Read more»

Last week I was invited to speak in a joint UK/US session put on the by Utah Chapter of the World Trade Center.

The topic of discussion was “Economics of the Cloud,” meaning cloud computing or hosted services.

There were business leaders from many industries in attendance ranging from Education to HR recruiting to Government and high tech interested in learning more about the cloud, its adoption rate and whether it made sense for their organization or not.   Read more»

I had the opportunity to present at inContact’s annual user’s conference, ICUC 2011 a couple of weeks ago. The conference gets better and better each year in terms of attendance, content and networking opportunities. My session was titled “Follow the Sun, How to Create a 24/7 Contact Center”.

OK, the schedule process changes are in full swing. Now what? Immediate and overwhelming success? That may be the case for a lucky few, but for the rest of us, we have to give it time. Part Five of a Five Part Series:

1.  Get Organized

2.  Ask Your Agents

3.  Share Your Strategy

4.  Test It

5.  Give It Time

I compare this experience to starting a diet or new exercise program.  You count calories or exercise daily yet you don’t see results overnight. It might take weeks or even a month before the results start to show up. Logic says that these things take time, but anyone who has ever dieted knows you want results right away.   Read more»

One thing I’ve learned as a product manager in the software industry is how absolutely critical it is to have test groups for your products, internally and externally as a beta group. The primary purpose of these test groups is to identify any defects or issues that would otherwise be a negative experience to our users. Part Four of a Five Part Series:    Read more»