Latest Contact Center Best Practices

Oct 09

Where IoT, Fog Computing, and Contact Centers Come Together

Posted by Guillaume Seynhaeve on Oct 9, 2014 9:53:00 AM

Where does the Internet of Things, fog computing, and contact centers come together?  Read the latest interview with 3CLogic's CEO, Raj Sharma, as he explains how the evolution in IoT is changing the contact center space, as printed in Fog Computing World by Carl Ford (Making Contact with the Internet of Things Community - 10/8/2014)

When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us.  The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service.  What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.

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Topics: VTAG, call center, multichannel contact center, grid computing, contact center, cloud call center, scalability, reliability, edge computing, fog computing, IoT, Internet of Things, cloud contact center

Sep 19

Big Data and your Contact Center

Posted by Guillaume Seynhaeve on Sep 19, 2014 8:54:00 AM

The contact center space is not what it once was.  Previously based on a single communication channel (the telephone), it has since evolved into a far more complex and multichannel enterprise responsible for managing the majority (if not all) of a business’ customer relationships.   No small feat by any definition. However, with the growing advancements in technology and the increasing number of potential customer touch points, the ability to gain greater insight into what makes each consumer tick has never been more within reach.  And yet, with the exponential amount of client data – Big data to be specific – traveling through today’s contact centers, comes the exponentially difficult task of wrapping your hands around it all and putting it to good use.   After all, with 90% of the world’s data created in the last two years (KPMG) the potential is huge but so is the undertaking. 

While many companies have discovered ways to collect and even organize their big data, turning it into actionable intelligence has proven to be quiet the challenge. According to a recent study conducted by both Salesforce and Forrester, 76% of companies express a lack of real-time analytics and unified reporting as one of the key hurdles facing customer service managers.  And yet most consider such access to actionable data a key stepping stone to delivering any form of world-class customer service in the future.  Among those few businesses able to manage their data (perhaps only in part), 74% fail to gain access to the results for up to four weeks!

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Topics: call center, contact center, cloud call center, reporting contact center tools, big data, edge 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