Fusion Connection Blog

Welcome to the Fusion Connection Blog! The intent of this blog is to keep you updated on the latest news about our products and general happenings related to Cloud Communications and Connectivity.

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The customer experience has become a major focal point for innovation in the past few years, as decision-makers have come to realize that today's consumers take their experiences with businesses and associations very seriously. This shift was perfectly timed, to say the least, with a dramatic sea change in the IT world: the mass migration to the cloud.

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The traditional "call center" is rapidly evolving into the modern "contact center," as enterprises uncover the power of cloud computing, the need for multichannel customer service and the ever-increasing expectations of consumers when it comes to customer care and support.

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Customer service is now a major aspect of the customer experience, and the quality of both of those facets of your business are directly related to your growth and overall revenue. This could go without saying, but in 2016, all decision-makers must understand the importance of catering to consumers' needs and demands with the latest and greatest technologies.

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Enterprises are migrating almost all types of technologies into the cloud, but sometimes the most important environments get overlooked: contact centers.

That doesn't really make sense if you consider the role that contact centers play at your business. Nowadays, contact centers act as the cornerstone for customer interactions. All voice support lines, web chat services and email conversations pass through those places, and as we explain in our recent white paper, you need to provide each of those customer service portals to truly become omnichannel.

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When it comes to cloud adoption, businesses should just look at the statistics. They prove that the cloud is now an enterprise IT mainstay, rather than a passing trend.

That probably doesn't come as a surprise to companies that have already deployed technologies in the cloud. They're seeing the benefits firsthand when it comes to employee productivity, customer satisfaction, cost-effective IT management, organizational flexibility and more. After all, 92 percent of IT professionals stated that cloud technologies are important to the success of their businesses.

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Contact center environments are moving to the cloud, as businesses of all sizes realize two things: Running their own contact center ecosystems in today's omnichannel world is not an easy or cost-effective task, and customer service is all too important to rely on traditional solutions that offer half as many capabilities as cloud-based contact center services. In other words, enterprises have realized that using a cloud-based contact center solution is a clear advantage.

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Unified communications isn't a new enterprise IT solution by any means. Organizations need phone systems, after all, and usually they go the extra mile to integrate all communication channels under a single umbrella.

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The word at Enterprise Connect 2016 was cloud. Organizations of all sizes and industries are implementing cloud-based unified communications and collaboration solutions en masse this year, as those businesses and associations slowly but surely become more confident in the cloud's ability to reduce spending, improve scalability and increase security.

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When it comes to cloud migrations, many think they've got it all figured out. These organizations and their leaders have either established a well-researched cloud migration strategy based on hours spent Googling and consulting colleagues and cloud service providers, or they assume that moving their IT environments into a public or hybrid cloud is as simple as clicking and dragging. In both cases, those businesses and associations think they know everything.

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