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Zendesk launches Office 365 collaboration integration

In UC news, Zendesk integrates with Office 365 Groups for customer service collaboration. Also, a report on mobility trends reveals that security concerns are effecting adoption.

Customer support software developer Zendesk has launched an integration with the Microsoft Office 365 collaboration tool Groups. The integration, called Office 365 Connectors, aims to enhance collaboration among company departments to aid customer support.

Specifically, the Zendesk integration allows for Office 365 collaboration with internal departments -- such as sales, finance and engineering teams -- in a streamlined workflow. If a contact center agent needs to reach someone in sales for a pricing approval, for example, the agent would just select the appropriate Office 365 Group to begin the collaboration session.

"Our integration with Microsoft Office 365 Groups enables organizations to collaborate internally to quickly find solutions, and then use Zendesk -- a platform they already use -- to communicate externally with their customers," said Billy Robins, director of technology alliances at Zendesk, based in San Francisco.

The features of the Office 365 collaboration integration include the ability to escalate a ticket to an Office 365 Group, enable existing teams to collaborate around complex customer situations, and allow agents to resolve issues in Office 365 and link back to Zendesk to close tickets.

Report shows security's effect on mobility trends

Increased productivity and employee satisfaction continue to drive adoption of BYOD, but mobile data breaches and security risks are on the rise, according to a mobility trends report from Crowd Research Partners. 

More than 800 global cybersecurity professionals were surveyed for the report, which found that security concerns and employee privacy are the biggest inhibitors of BYOD adoption. One in five organizations suffered a mobile security breach as a result of malware or malicious Wi-Fi.

The cybersecurity experts said these increasing threats to enterprise mobility and BYOD are imposing heavy burdens on IT resources and help desk workloads.

Despite the increasing security threats to enterprise mobility, only 30% of organizations are increasing their security budgets for BYOD in the next 12 months, while 37% reported having no plans to change security budgets.

Ramp launches caching service for enterprise video

Ramp, a provider of video management and delivery services for large enterprises, has announced AltitudeCDN OmniCache, a standards-based offering for distributing live and on-demand video webcasts. The offering extends the capabilities of AltitudeCDN, which delivers video broadcasts over bandwidth-constrained enterprise networks.

OmniCache supports caching for video services, such as Brightcove, Microsoft Office Video and Azure Media Services. The offering provides reliable video playback over global WANs by positioning media at the edge of an enterprise network. This configuration minimizes WAN traversal of media, which reduces latency and buffering.

OmniCache works with Ramp's Multicast+, which broadcasts high-volume video traffic across enterprise networks. The combination should help enterprises deliver and manage the distribution of video and media content across global WANs.

Next Steps

Socializing the enterprise with Office 365 Groups

Delving into Office 365 collaboration tools

Fighting back against mobile security threats

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