Software

When business and IT leaders think about moving their contact centers (or customer engagement centers) into the public cloud, the first thing that often comes to their minds is the control they’ll be giving up. But often, the improved contact center functionality and high availability they get in return is far more valuable.

It is completely understandable that an organization might be hesitant to hand over the reins of its contact center infrastructure. When systems are housed on-premises, people tend to think that they have the ability to guarantee uptime. But the truth is that cloud contact centers tend to be much more insulated from the factors that cause downtime in the first place.

Here are four ways that the public cloud can improve availability and uptime for enterprise contact centers.

Video surveillance systems play an essential role in protecting the physical security of organizations across a wide variety of industries. Until recently, these systems ran on closed-circuit television technology and were the domain of physical security and facilities teams.

Modern systems, however, take a different approach and leverage digital networks to facilitate easy deployment of cameras and rapid analysis of camera data. The digitalization of this technology often shifts responsibility for camera systems away from facilities teams and moves it under the umbrella of the IT department.

I often work with CIOs and other IT leaders who find themselves responsible for the reliability and security of these systems. I’ve seen camera systems deployed in dozens of organizations and have learned some common lessons that can help any organization improve the security of its video surveillance deployment. Let’s look at six things organizations can do right now to protect the cybersecurity of these important assets.

At its heart, DevOps is a methodology that enables fast, frequent delivery of value to end users. This often happens through cloud-native technologies and a realignment of tools, teams and culture.

To appreciate the benefits of DevOps, remember that traditional IT organizations work with big, bulky applications that can be fragmented among teams. This can lead to handoffs, long lead time and a lack of ownership over the final product. Testing integration may be less of a priority, which creates challenges, because by the time code gets into production it’s hard to pinpoint the source of any problem.

Here’s why I see DevOps as a much better foundation for digital transformation.

Managing a mobile computing environment was already complex enough at the beginning of this year. Then the coronavirus pandemic hit, driving many employees (and their mobile devices) out of the office and into their homes, limiting the visibility and control of IT teams.

Most enterprises were already getting on board with unified endpoint management tools, recognizing the need for a common platform to help them manage their fleets of smartphones, tablets and notebook computers, along with associated mobile apps and content. But for organizations that were dragging their feet with UEM, 2020 has served as a wake-up call about the importance of these tools.

For organizations still looking for the right fit, here are four ways that UEM solutions can help navigate these challenging times.

As many of us hit the six-month mark of remote work due to COVID-19, we’ve grown accustomed to days filled with virtual meetings instead of face-to-face gatherings. Cisco has been there for this transition, helping fill the void of empty conference rooms with Webex to facilitate an easy solution for video and online meetings.

From a user perspective, this transition to a reliance on virtual meetings has not been without challenges. Have you ever been unsure if you were muted, or scrambled to locate and mute that chatty person on your participant list? Do you find yourself wishing some of those Event and Training Center features were available in Meeting Center? Do you ever feel overwhelmed because you are the only one in a meeting with host privileges to manage the call? If you are like me and answered yes to all these questions, you will be excited to hear about the new features that are included in Cisco Webex 40.9.

Retailers are using data, powered by artificial intelligence, to achieve an impressive list of objectives: loss prevention, operational efficiencies, customer insights and buying behavior enhancements.

One of retail’s most versatile data solutions is computer vision, a form of AI that enables computers to glean insights from the visual information flowing to digital cameras. Recommendation engines are also on the rise, letting retailers leverage data to deliver timely, customized experiences. These advances support easier, more personalized shopping for consumers — exactly what they’re looking for.