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UC recap: RingCentral adds contact center software

In this week's recap, analysts blog about the changing audio conferencing market and BYOD risks, while RingCentral has partnered with inContact on cloud contact center software.

RingCentral has partnered with inContact to create cloud-based contact center software that offers agents greater flexibility in communicating with co-workers and customers.

RingCentral Contact Center gives agents the ability to communicate through multiple channels, including voice, chat and email. Administrators have a central portal where they can set up multi-channel, skills-based routing and interactive voice-response capabilities. Real-time analytics capabilities are also available to help administrators monitor key metrics to improve efficiency.

The service will be available next month and offers three subscription tiers: basic, advanced and ultimate.

Read more about the features available in the contact center software.

BYOD risks shouldn't be ignored

Analyst Zeus Kerravala discusses how bring your own device (BYOD) in the workplace leads to risky behavior among employees. He writes that a report on BYOD by Aruba Networks found most organizations don't fully understand the risks associated with BYOD.

Kerravala writes the report found that 60% of employees admitted to regularly sharing their work and personal devices, and nearly 20% do not have passwords in place. He writes that it's never acceptable to share a device that contains work information, but sharing appears to be the norm. Employees also overestimate IT's ability to keep them protected and underestimate their own responsibility toward BYOD security.

Read more to learn what Kerravala says organizations can do to mitigate BYOD risks.

Enterprises split on audio conferencing

Wainhouse Research Senior Analyst Marc Beattie discusses why enterprise use of audio conferencing services is heading toward a three-way split as 8.5 million users are able to conduct audio conferences at no cost.

One area of the split Beattie predicts is enterprises continuing to use a post-paid service and pay per minute for toll-free access, but stall at their current volume. Beattie writes that this trend is happening in the U.S. and will spread to other regions. Another area is enterprises transitioning to a UC service where audio conferencing is a feature and included in the price of the UC license. The third area is enterprises choosing a low-cost or free conferencing service.

Read more about the impact of free services in the market.

Next Steps

Balancing the risks and rewards of BYOD

The difference between Web, video and audio conferencing

Dig Deeper on Collaborative Applications