Latest Contact Center Best Practices

Raj Sharma

Recent Posts

Sep 11

The 'Unfair Competitive Advantage'

Posted by Raj Sharma on Sep 11, 2015 9:18:16 AM

I clearly remember sitting in Professor Czepiel's class called 'Competitive Strategy in the Marketplace' at NYU's Stern School of Business, when I first heard the phrase 'unfair competitive advantage'. This was several years ago, but I still recollect Professor Czepiel arguing that seeking ‘unfair’ advantage in relation to competitors is the essence of successful strategy – “fight fair, but avoid fair fights.”

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Aug 19

Why Cloud-Only Contact Center Services Don't Measure-Up

Posted by Raj Sharma on Aug 19, 2015 9:59:00 AM

Cloud-only contact center services will have a tough time meeting the needs of today’s Enterprise businesses.

Why?

Because a cloud-only service cannot meet the security and compliance requirements of enterprise customers.

While the cloud is real, the role of on-premise is not disappearing. Sensitive customer data, call recordings, and financial material must remain behind a company's firewall.  A cloud-only call center play can only go so far.

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Topics: VTAG, cloud call center, cloud computing

Sep 11

To Scale or Not to Scale? Big Data, Fog Computing and V-TAG have the Answer

Posted by Raj Sharma on Sep 11, 2014 9:40:16 AM

According to Wikipedia Cloud computing is the delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a utility (like the electricity grid) over a network (typically the Internet). 

Fog Computing is a paradigm that extends Cloud computing and services to the edge of the network. Similar to Cloud, Fog provides software, information, and application services to end-users. What is different about Fog Computing is its proximity to end-users, its dense geographical distribution, and its support for mobility.

Virtual Telephony Application Grid (V-TAG) is 3CLogic’s implementation of Fog Computing for delivery of contact center services over the cloud. Its similarity with cloud computing is that contact center services are delivered like a utility over the internet. Its similarity with Fog Computing is that in V-TAG contact center services are hosted and processed at the network edge or even on end devices such as PCs. Broadly speaking V-TAG implements edge computing for voice, chat, email, and SMS traffic in contact centers as opposed to processing these services in centralized switches and servers. 

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Topics: VTAG, scalability, reliability, big data, edge computing, fog computing

Jul 31

Web Real Time Communications (WebRTC): A new weapon for SaaS providers or a lethal injection for telecom providers?

Posted by Raj Sharma on Jul 31, 2014 9:29:26 AM

Technologies follow interesting twists and turns along the adoption curve. It often proves most of the experts wrong, if not relative to how it gets adopted, certainly relative to the timing of its adoption.

Take WebRTC for example. The telecom industry has been talking about the technology for a number of years and a number of vendors have illustrated interesting use cases that leverage its benefits. And yet today, the only places where we find its actual use are in residential applications like Google’s ChromeCast. With the introduction of the "Mayday" button on their high-end tablets, Amazon made some waves in the WebRTC andcontact center worlds, but it is unclear how many people actually use this capability to call Amazon. So even though it solves a number of business problems and helps carriers introduce new services that help them compete more effectively, the technology is still stuck in the demo phase as far as productive business applications are concerned. 

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Topics: contact center, call center software, technical support, technology, SaaS, WebRTC

Nov 18

Is Your Cloud Contact Center Solution Really PCI Compliant?

Posted by Raj Sharma on Nov 18, 2012 12:10:00 PM

If you are taking credit card orders; or, if your customer service reps are exposed to your customers' credit card information, chances are you will have to take a real hard look at your contact center vendor and your processes to be PCI compliant. 

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Topics: Inside sales, contact center software, pci compliance, crm integration