We at CDW pride ourselves on developing automation tools to make our collaboration deployment engineers’ jobs easier. We have created tools to automate just about everything there is to automate with Cisco on-premises products: Communications Manager, Unity Connections, Contact Center Express/Enterprise and Voice Gateways, to name a few. With the migration to more cloud-based solutions in the collaboration space, and coinciding with our new service of deploying the cloud voice platform RingCentral, it made sense to create an automation tool to quickly provision users and phones.

When organizations think of leveraging artificial intelligence, they too often conclude the technology doesn’t apply to their business needs. That’s largely because they overlook an important capability that AI enables: automation. AI can help organizations set up processes for handling common, repetitive and time-consuming tasks.

So, what does this have to do with customer care? Well, you are either using AI in your customer care workflows or there are ways to use it that you may not have considered. Virtual assistants, for instance, are a prime example of how automation can transform both workflows and customer experiences.

In the midst of crisis situations, hospitals and healthcare organizations need to be able to communicate important health and safety information to patients in a timely manner — and at scale. During COVID-19, hospitals have scrambled to set up nonessential personnel to work remotely, including call center staff. This has led some hospitals to look for alternative ways to communicate with their communities. Here’s how one CDW customer recently implemented call center automation.

Driving greater automation is a process that underlies most every project in the data center. It’s an important business differentiator that can help determine an organization’s success. And like all good things, there are lots of problems that gum it up. Having greater awareness of some of these roadblocks will help you see and address them sooner.

Three of the most common problems you’ll encounter are: long system uptime, manual restarts and dated processes. This post will help you address them and strengthen your automation efforts.

The pace of change in IT is only accelerating, with many industry observers predicting that we’ll see the same amount of change over the next two to five years as we did in the past 10 or 15.

We’re already moving toward a world where data centers are able to handle 100,000 or more microservices, each created and ended on demand, in real time. But to get there, organizations will need to undertake another round of IT modernization. Here are some of the capabilities that organizations should consider as they get started.

Many organizations have embraced software-defined innovations such as the software-defined data center and the software-defined WAN, taking advantage of programmability and automation to simplify the management of their networks and other data center resources. What’s been missing, until recently, was a way to achieve the same benefits at the access layer of the network.