Document management is collaboration black hole

This blog post is sponsored by the CIO Collaboration Network and Avaya.

You know what I’d do when asked to see a demo of any collaboration suite?

It’s not IM features or email integration or hooks into Yammer/Chatter/whatever or video conferencing or desktop sharing… Nope, I’m a simply geek — all I ask is to show me, using your awesome software, how a coworker and I can jointly and simultaneously work on any document without a hitch. Preferably allowing live audio or video communications during the document collaboration session.

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Collaborate in and out of the contact center

This blog post is sponsored by the CIO Collaboration Network and Avaya.

The contact center is a funny place. It is often a department filled with contradictions…

It’s usually the initial place of customer interactions. Yet there’s a lack of customer-friendly design considerations when it comes to IVRs and contact center technologies.

It’s the place where customer service comes first. Yet agents are measured on how fast they get rid of customer phone calls.

It’s said to have state-of-the-art technologies. Yet customers are still on-hold or asked to press numeric keys.

It’s referred as the best source of all that valuable customer feedback. Yet most of the time it’s a department that rarely interacts with others within the enterprise.

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