Latest Blog Entries

More on EBBITS, IoT and UC

April 25th, 2012. – By: Bill MacKay – 0 Comments

This is the fifth of an eight-part weekly series of articles that leads up to the UC Summit 2012 that will take place May 6-9 in La Jolla, CA. See the UC Summit website for more details. Delivered by Samantha Kane of Kane-MacKay & Associates, a UCStrategies Expert. Read →

The Internet of Things and Unified Communications

April 15th, 2012. – By: Samantha Kane – 0 Comments

This is the fourth of an eight-part weekly series of articles that leads up to the UC Summit 2012 that will take place May 6-9 in La Jolla, CA. See the UC Summit website for more details. Delivered by Samantha Kane of Kane-MacKay & Associates, a UCStrategies Expert. Read →

How UC Vendors Can Sell UC Better, Bigger and with Greater Success

March 30th, 2012. – By: Samantha Kane – 0 Comments

UCStrategies defines UC as the following: “Communications integrated to optimize business processes.” In a contact center setting, the ability to effectively leverage UC has grown increasingly complex and sophisticated over the last number of years. There was a period of time in the development of the contact center when being able to share information in real time would have been considered a significant achievement of technology.  Read →

“Learnings” from the 7th Annual Real Time Communications Conference

October 13th, 2011. – By: Bill MacKay – 0 Comments

Last week’s Blog provided an overview of the 7th Annual Real-Time Communications Conference and Expo held at the Illinois Institute of Technology’s School of Applied Technology and the Next Generation 911 program. This week I wanted to share some of my “Learnings”.  Read →

The 7th Annual Real-Time Communications Conference and Expo

October 7th, 2011. – By: Bill MacKay – 1 Comment

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“Any time is a good time for telephone courtesy”

June 16th, 2011. – By: Bill MacKay – 1 Comment

The more things change, the more they stay the same. Read →

Are the Business Benefits from Technology Promises ever Achievable?

January 3rd, 2011. – By: Bill MacKay – 0 Comments

To answer the business benefits from technology promises ever achievable, and how do we effectively measures the results question, and for the purposes of simplification, Contact Centers could be grouped into three distinct types of centers, Cost Centers, Profit Centers and Mixed Centers. Read →

Social Media Analytics

October 15th, 2010. – By: Bill MacKay – 1 Comment

What's being said about your brand? Read →

What Every UC Call Center Should Know About Session Border Controllers

June 24th, 2010. – By: Samantha Kane – 1 Comment

Call centers need to think about Session Border Controllers (SBCs). SBCs view all the end points, transactions and applications as individual unique sessions, making it easier to identify measure and track multiple UC touch points found in most call centers today.  Read →

UC Analytics: Is this the Real Human Centric Data Model?

May 26th, 2010. – By: Samantha Kane – 1 Comment

In today’s era of customer relationship management, businesses must strategically invest in tools that will improve the customer experience and maximize customer lifetime value. Best-in-class organizations are increasingly deploying powerful tools for customer analytics—including tools for automated modeling, real-time scoring, interaction optimization, and incremental response modeling. Read →

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