TOA’s information-powered approach to FSA is revolutionary common sense
May 7, 2013Field service automation (FSA) is reemerging as a key focus area for service-oriented organizations of all sizes. For a few years now the core features delivered by major FSA players have been commoditized with little or no differentiators at all. … Continue reading
Posted in Applications, Infrastructure, News & Analysis, What's New in Research | Leave a comment
Bringing IP Telephony and Unified Communications Together: IPT/UC
April 26, 2013Communication systems continue to evolve from legacy voice-centric heritage to enriched multi-media collaboration sessions equipped with presence, IM, video conferencing, and desktop sharing. IP telephony (IPT) has become the new foundation of communication with between employees, and increasingly across the … Continue reading
Posted in Infrastructure, Research, What's New in Research | Tagged ip-telephony, ipt, telephony, uc, unified-communications, voip | Leave a comment
The Future of Video Conferencing Solutions – Connectivity & Integration
April 25, 2013Many organizations look to deploy a video conferencing (VC) solution in order to better meet business collaboration needs, address rising travel costs, and reduce travel time. Often businesses neglect to take into consideration of the advantages of having advanced features … Continue reading
Posted in Analyst's Angle, Infrastructure, Research, What's New in Research | Tagged ipt, mobile, smartphones, tablets, uc, vc, video, video-conferencing | Leave a comment
Turn Common Knowledge into Common Practice
March 22, 2013Too often common knowledge fails to transform into common practice. Service desk is a shining example of this. Many service desk managers are distracted by the apparent need to find more employees, new software, or new solutions when – often … Continue reading
Posted in Analyst's Angle, Infrastructure, What's New in Research | Tagged effectiveness, help-desk, IT, knowledge, knowledgebase, service desk | Comments Off
Lack of Social Creates a Ripple Effect on CRM Commodity Features
March 21, 2013In previous customer relationship management (CRM) reports, Info-Tech viewed social media integration as one of the features of CRM suites. This year, we chose to include a mandatory social component in the evaluation of sales, marketing, and service management features … Continue reading
Posted in Analyst's Angle, Infrastructure | Tagged #integration, crm, customer service, customer-relationship-management, marketing, sales, social-media | Comments Off
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