Analyst Jon Arnold discusses the need for effective collaboration in today's enterprise. Employees are increasingly working in teams, often in remote locations, and standalone tools can't support their needs. Unified communications is an entry point for what collaboration needs to be, Arnold says. But UC tools alone don't drive collaboration.
Enterprises must have a vision of how collaboration can support their employees, customers and business processes, Arnold says. Enterprises must focus on the platforms and devices employees will expect to use. If enterprises don't act quickly to create an environment that supports collaboration, employees will bypass IT to use tools with which they feel more comfortable with.
Read more about how enterprises can get started with collaboration.
Android for Work launches for BYOD support
Nemertes Research Lead Matt Craig discusses Google's launch of Android for Work, an Android platform that supports BYOD. Craig discusses how the platform takes a mobile application management approach to securing devices by separating work and personal data.
Craig discusses how Android for Work means Android is catching up to other operating systems, like iOS and Windows, that already offer enterprise mobility capabilities. Android is growing in popularity in the enterprise with more than two-thirds of organizations supporting Android devices, and Google has partnered with enterprise mobility management providers like VMWare's AirWatch and Citrix. Google must continue to build strong partnerships to stay relevant in the enterprise, Craig says.
Read more about how Android for Work supports BYOD in the enterprise.
Customer contact platform offers texting, social communication
Frost & Sullivan analyst Brendan Read discusses In the Chat's ITC Enterprise, a cloud-based customer contact platform that leverages social media and text messaging for better communication with customers. Read says social media and text messaging have been underused as channels and that ITC Enterprise offers a deeper understanding of how customers interact with companies through their contact centers.
ITC Enterprise's social media application gathers and analyzes social media comments in real-time and directs the comments to the necessary agents. The agents are able to respond to comments or escalate them to a chat, email, call or text message. The text messaging platform routes messages to the correct agents and uses secure Web applications to allow for the exchange of data, Read says.
Read more about how ITC Enterprise supports better communication in the contact center.
Social integration can bring contact centers to the next level
Can enterprises count on Android for Work?
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