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Ultra-Cool Cloud Analytics Tricks Your Old PBX Just Can’t Do

Pity the poor PBX. It’s already the Winnie-the-Pooh of communications these days—“of very little brain.” For example, its inability to quickly route calls to auto attendants, laptops, smartphones and tablets makes it look as brainless as Dorothy’s scarecrow. Now, powerful analytics on Voice over Internet Protocol (VoIP) networks can show you so much about the […]

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McDonald’s Franchise Expands—With ‘Invisible’ 8x8 Phone Service

It would be hard to find an environment that’s tougher on phone systems than a restaurant like McDonald’s. In the kitchen area, lots of busy, hurried people are focused like a laser beam on providing fast, efficient service—not on the care and feeding of their phone systems. And when even a few seconds per order counts, […]

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The Cloud Can Give You a Big Data Edge—without Big Iron

“Everyone’s doing it, but no one knows why,” Gartner analysts once said of Big Data analytics. Many large companies with Big Iron mainframes are using such sophisticated software to mine data such as the terabytes that Facebook and Twitter produce, searching for subtle clues in customer behavior that they might be able to exploit. It’s […]

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Clearing Up Omni-Confusion about Omni-Channel

What, precisely, is ‘omni-channel’ supposed to mean? It kind of sounds like something out of a late-night Creature Feature, but suddenly, you can hardly avoid the term if your job involves customer service or anything about maximizing customer revenue. But just as in the real world, there’s no such thing as monsters, just lots of […]

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After Disaster: How to Say ‘Never Again’ to Downed Communications

Digging out after a major disaster like a storm or a flood is never easy. But these days, many businesses have already survived more than one “historic weather event”—and they’re getting serious about dealing with that risk in their business plans. Here’s the story about how one international firm decided to disaster-proof—and followed through, getting […]

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