Ask the Experts

Ask the Experts

• How does cloud SIP trunking differ from traditional SIP trunking?

  Traditional and cloud SIP trunking perform the same tasks of initiating and ending call sessions, but the method and costs of access create distinct differences in these services.  Continue Reading

• How are web conferencing and video conferencing different?

  The differences in web conferencing vs. video conferencing have diminished over time. Learn how technology advancements have led to the convergence of these two tools.  Continue Reading

• Phablet vs. tablet: How can IT determine which option is best?

  For mobile endpoints, IT must determine the best choice of phablet vs. tablet. IT should examine the strengths and weaknesses of each device type before making a choice.  Continue Reading

• How do you turn customer feedback into actionable insights?

  Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable.  Continue Reading

• How is team collaboration changing enterprise social tools?

  Enterprises are favoring team collaboration platforms over stand-alone social tools, pushing vendors to keep up with more comprehensive collaboration platforms, like Slack.  Continue Reading

• What are the roles of 3PL and 4PL in supply chain management?

  Third-party logistics providers have long been part of warehouse and transportation operations, but 4PLs are also in the mix. How can they improve your supply chain together?  Continue Reading

• What are the benefits of on-premises hosting for virtual desktops?

  IT shouldn't overlook the benefits of on-premises desktop hosting, such as more choices for virtualization software. Cloud-hosted desktops also fall short in areas such as infrastructure control.  Continue Reading

• How do you determine the right point for chatbot-human handoff?

  Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff.  Continue Reading

• How do you prepare for porting business phone numbers?

  Porting business phone numbers to your UCaaS provider may be more complicated than you realize. Learn three ways you can prepare your organization for porting.  Continue Reading

• How can IT assign PCs to Windows 10 servicing channels?

  Microsoft offers different tools to assign Windows 10 PCs to servicing channels. Learn how to assign desktops to servicing channels using a multi-tiered strategy.  Continue Reading

• How can AI improve production planning in manufacturing?

  Now is a good time for manufacturers to start thinking about how they can incorporate artificial intelligence technologies into their production planning systems.  Continue Reading

• How does the cloud offer new contact center capabilities?

  Moving from on premises to a cloud contact center comes with a litany of changes. Learn what contact center capabilities you should factor into your CCaaS migration planning.  Continue Reading

• Where is 3D printing in manufacturing most useful?

  Most manufacturers are still experimenting with 3D printing, but a growing number of companies have taken it a step further and are incorporating it into production processes.  Continue Reading

• How can IT consolidate UEM and IAM tools?

  As UEM tools begin to add IAM features and vice versa, IT should consider ways to bridge the gap. Determine how to combine the capabilities of each tool.  Continue Reading

• Which order management system features can improve customer service?

  Great order management provides insight that shipping, production, marketing and other functions need to gain a competitive edge and keep customers happy. Here's what to know.  Continue Reading

• How do DaaS providers deliver cloud desktops?

  Most DaaS providers offer either session- or client-based desktops. Services differ in the OSes that providers support and the configuration options at IT administrators' disposal.  Continue Reading

• 3 ways the data scientist role benefits CX teams

  CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.  Continue Reading

• How can distributors create an omnichannel supply chain?

  Manufacturers need to be aware of the impact of omnichannel on their operations so they can determine what additional functions they'll need in three specific areas.  Continue Reading

• What are some applications of AI in content management?

  Content management systems in the healthcare and legal industries use AI to automate tasks, saving businesses the time and money spent on employees to do the same work.  Continue Reading

• What role do ideation tools play in collaboration spaces?

  Ideation is a popular buzzword to describe meeting room technology. Learn what collaborative ideation really means and how it can fit into an organization's collaboration strategy.  Continue Reading

• What are 4 essential social CRM strategies?

  Social CRM continues to evolve, using additional social media channels and techniques such as social media mining, advertising and listening.  Continue Reading

• What is the role and responsibility of a chief experience officer?

  The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand.  Continue Reading

• How does management of collaboration apps and UC platforms differ?

  As unified communications and collaboration move to the cloud, the management requirements for platforms and apps diverge. Learn where IT should re-evaluate its management priorities.  Continue Reading

• How are SIP trunking vendors differentiating their services?

  SIP trunking vendors are using security features to differentiate themselves in a crowded market. Our expert explains what types of SIP trunking security you can expect.  Continue Reading

• 5 common customer support problems that affect CX

  In customer support, common customer experience issues include lengthy hold times, scaling, failure to follow up, lack of human touch and a lack of personalization.  Continue Reading

• How do content managers deploy cloud content services?

  Using either integrated content tech stacks or separate applications with common APIs, cloud content services dip into data repositories and render content for disparate audiences.  Continue Reading

• How does embedded communication work with an IP PBX infrastructure?

  Adding communications capabilities to your web browsers or mobile apps? Be sure to use the right protocols for successful interoperability with your IP PBX or telephony infrastructure.  Continue Reading

• What are the E911 location tracking requirements for VoIP?

  The rules around E911 location tracking have evolved as more businesses move away from traditional wired connections to VoIP. Here's how to stay compliant with FCC regulations.  Continue Reading

• What are the biggest inventory optimization factors in ERP?

  Replenishment strategies, lot sizes, safety stock, reorder point planning and replenishment lead time are five factors in ERP that can ensure inventory remains at an optimal level.  Continue Reading

• How can you measure WebRTC performance?

  Organizations can take two approaches to measure WebRTC quality, both of which assess real-time communications performance on end-user devices and the network.  Continue Reading

• How can IT prevent mobile cryptojacking on devices?

  While most mobile platforms provide levels of security from mobile cryptojacking, IT must still be aware of the risks and procedures to address an attack.  Continue Reading

• How does IT sideload apps in Windows 10?

  There are certain cases that make sense for IT to sideload LOB apps to prevent them from reaching the Microsoft Store. Here's how to successfully perform the process.  Continue Reading

• Can hyper-converged infrastructure cut VDI costs?

  Hyper-converged systems may cost more upfront, but organizations must also calculate long-term costs to determine if HCI is a fit for their virtual desktop infrastructure.  Continue Reading

• 4 chatbot success metrics to bolster CX

  Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.  Continue Reading

• How does the chief customer officer role benefit CX?

  The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.  Continue Reading

• How are Nonprofit Cloud and Philanthropy Cloud different?

  Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ.  Continue Reading

• What factors influence WebRTC performance?

  Understanding the potential issues that could affect the performance of WebRTC apps starts with knowing which factors to look at and how they function.  Continue Reading

• How can IT keep pace with the Windows update process?

  Staying current with the latest Windows updates is a difficult task, but IT can accomplish this without harming the UX with Group Policy, disk capacity planning and more.  Continue Reading

• Is dialer technology relevant to CX projects?

  Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers.  Continue Reading

• What should IT look for in a mobile threat defense tool?

  IT pros should consider using tools that can defend against mobile threats. The right tool should defend against malware, uncover compliance issues and expose shadow IT.  Continue Reading

• Why is the Salesforce administrator role so crucial?

  Salesforce administrators serve as analysts, trainers and advisers in their roles. Companies can employ one or more Salesforce admins, depending on how the business is organized.  Continue Reading

• What are potential use cases for meeting room software?

  It's likely that even your hardware-based meeting room is making use of software. Our expert explains where software fits into meeting rooms and its use cases.  Continue Reading

• Which vendors make the best CRM for small businesses?

  Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.  Continue Reading

• How can you improve Google Chrome management?

  IT professionals should deploy Group Policies to their browsers to improve the user experience. Check out this step-by-step guide on applying Group Policies to Google Chrome.  Continue Reading

• GPU use gains traction in VDI deployments

  The ability to share GPUs among multiple virtual desktop instances has contributed to a rise in GPU use in many VDI deployments.  Continue Reading

• How do you build a business case for speech technology applications?

  Building a business case for speech technology requires an understanding of the current use cases. Our expert explains what to look for when building a business case for speech technology.  Continue Reading

• Does enterprise file sync and share work on mobile devices?

  Users who work with file sync-and-share apps on their mobile devices should be aware that auto-syncing works differently and that there are more security risks.  Continue Reading

• How can data governance strategies keep up with O365 updates?

  As Microsoft expands its Office 365 services, data governance strategies for SharePoint admins become more complicated. Discover how SharePoint admins can avoid these issues.  Continue Reading

• How is CPaaS influencing UCaaS vendor portfolios?

  The customizability of CPaaS is changing how UCaaS vendors approach their platforms. Vendors are adopting more APIs to integrate CPaaS capabilities within their UCaaS platforms.  Continue Reading

• What was the purpose of Salesforce's MuleSoft acquisition?

  Salesforce completed the acquisition of MuleSoft in May 2018, gaining large customers, such as Coca-Cola and Anheuser-Busch, and adding beneficial technology to its platform.  Continue Reading

• How do Salesforce Success Cloud and Trailhead differ?

  Success Cloud and Trailhead work hand in hand, enabling Salesforce users to make the most out of the platform and overcome obstacles along the journey.  Continue Reading

• How can you perform a full Windows Update reset?

  When Windows Update malfunctions, IT must follow this four-step process to fix the problems. Be sure to have admin privileges before getting started.  Continue Reading

• How can IT use the OAuth 2.0 protocol for iOS 12 devices?

  Learn about the history of OAuth and Apple and how iOS 12 changed the game for authorization. There are a few things to be wary of, too.  Continue Reading

• What are speech technology applications beyond contact centers?

  Speech technology applications aren't confined to contact centers. Our expert explains the use cases for the technology, including personal digital assistants and knowledge management.  Continue Reading

• How does Microsoft RemoteApp server-based virtualization work?

  With RemoteApp, users can access virtual apps that reside in a data center or in a cloud-based VM rather than locally on their devices. The app still behaves as though it's local.  Continue Reading

• What is Project Verify and how will it affect IT?

  Project Verify will enable mobile users to sign into apps and websites without login credentials. Discover what this might mean for IT and how it will work.  Continue Reading

• How does Salesforce Einstein Bot differ from other AI?

  Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base.  Continue Reading

• What UC monitoring tools are most important?

  Our expert explains the UC monitoring tools you need and the potential network problems you may discover in your UC and collaboration environments.  Continue Reading

• How can IT address mobile device security risks?

  Mobile threat defense, when paired with EMM, can enhance a security strategy. Here's why an on-device security platform is necessary for today's mobile threat landscape.  Continue Reading

• How does Salesforce lead scoring benefit Sales Cloud?

  Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field.  Continue Reading

• Should team collaboration apps be stand-alone or integrated?

  Team collaboration can be deployed as part of an integrated offering or as a separate app. Our expert explains why IT may not have much control over collaborative environment decisions.  Continue Reading

• How can organizations implement mobile app personalization?

  Organizations that want to boost user engagement on a mobile app should use personalization. They can follow these steps to implement personalization effectively.  Continue Reading

• How do APIs work, and how can you ensure they are secure?

  Understanding how APIs work and how they are used is essential when formulating security policies. Our expert outlines four steps to set up a first line of defense.  Continue Reading

• What problems occur with Intune app protection for Outlook?

  IT needs to configure settings a certain way to avoid problems when end users connect Outlook to Exchange Online. Here are steps to ensure that end users experience little friction.  Continue Reading

• What role does SBC security play in VoIP protection?

  Knowing which SBC security features are essential is important to stave off potential attacks. Our expert gives insight into what features are necessary for robust protection.  Continue Reading

• How does embedded video fit into unified communications strategies?

  Video communications have gained popularity in UC. Our expert explains how embedded video can enhance the communications experience beyond customer-facing applications.  Continue Reading

• What are the CIS benchmarks for iOS security?

  Devices are only as secure as end users enable them to be. Here's how IT can use CIS benchmarks to enforce strong iOS security standards across an organization.  Continue Reading

• How can I maximize the Salesforce-Google Cloud integration?

  Find out four new ways to make the most of the Google and Salesforce integration, including updates to the Salesforce data connector for Google Sheets.  Continue Reading

• How should IT assess zero client vs. thin client devices?

  Zero clients and thin clients can simplify the endpoints users work with in VDI deployments. The makeup of each option affects the benefits it delivers.  Continue Reading

• How can you pause Windows Update with Group Policy?

  Mistimed updates in Windows 10 can drive users crazy and cost organizations in terms of productivity. There are steps you can take to pause these updates, however.  Continue Reading

• How do machine learning and AI fit into UC monitoring and analytics?

  With the use of machine learning and AI in the very early stages in the UC market, our expert looks at their value in UC monitoring and analytics.  Continue Reading

• Are application layers always a good idea?

  App layering, which separates apps from the underlying OS, helps IT in several ways, including allowing it to deliver apps to specific groups, but it's not always a great fit.  Continue Reading

• Why is supplier segmentation key to supplier relationship management?

  Your customer relies on your supply chain to work well, so that means you need effective supplier relationship management. Here's information to help you create it.  Continue Reading

• What's most important in creating a supply chain management strategy?

  Begin with the end in mind: great customer service. That's one secret to establishing your supply chain priorities -- one that can help as you decide on its tradeoffs.  Continue Reading

• How are application layering and app virtualization different?

  If IT pros effectively use either app layering or app virtualization, they can simplify management while improving the end-user experience.  Continue Reading

• How do I troubleshoot SIP configurations to solve service issues?

  When your SIP service isn't connecting properly, process of elimination will help you determine if the issue lies in your configuration or elsewhere on the network.  Continue Reading

• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more.  Continue Reading

• What's new in the Microsoft Windows 10 October 2018 Update?

  The Windows 10 October 2018 Update might be best known for some of the problems it caused, but it also added some features that can help business users and IT pros.  Continue Reading

• What potential chatbot security threats could AI introduce?

  New chatbot AI technology comes with potential security risks. UC expert Jon Arnold explains what to be aware of when deploying new AI-based voice technology.  Continue Reading

• What does a Windows 10 digital certificate do?

  IT pros can build trust into Windows 10 by adding certificates that form trusted connections by confirming the identity of any individuals or entities communicating with the OS.  Continue Reading

• How can IT improve its virtual application capacity plan?

  When IT deploys virtual apps, it must plan for the applications' capacity needs. Two common planning methods are monitoring app performance and load simulation.  Continue Reading

• What cloud-based unified communications certifications are available?

  The requirements for cloud-based unified communications certifications vary by industry and network environment. UC expert Carrie Higbie Goetz explains how to choose the right certifications for a UCaaS system.  Continue Reading

• What are the main types of industry acquisitions in the UCC market?

  A UC company can be acquired by an existing vendor or by a venture capital firm. Learn how these two types of acquisitions differ and UCC market factors that influence them.  Continue Reading

• How can IT put Windows 10 containers to use?

  Using Docker containers in Windows 10, IT can isolate apps and processes from users' devices, which can help in several ways, including preventing conflicts with other apps.  Continue Reading

• Does application container technology differ from virtualization?

  When delivering virtual apps to users, IT has a few options up its sleeve, including containers, which isolate the app from the OS and other applications.  Continue Reading

• When do I need to use QoS for VoIP bandwidth support?

  Is your call quality suffering? Network bandwidth may be growing, but demands on it are, too. Here's what you need to know to use QoS to help solve VoIP call issues.  Continue Reading

• How to troubleshoot VoIP call quality issues

  Issues with VoIP calls can bring business to a halt, or at least cause headaches and undermine productivity. Learn how to troubleshoot VoIP issues effectively.  Continue Reading

• How do microservices work with unified communications platforms?

  While a microservices architecture for UC platforms isn't obvious to enterprises, it can improve how service providers deliver and update their services for enterprise customers.  Continue Reading

• Should you use CPaaS vendors or develop communications in-house?

  While some organizations prefer to develop communications capabilities in-house, deploying vendors' communications APIs offers benefits. Two factors can influence the best approach.  Continue Reading

• What WAN configuration best supports UCaaS platform deployments?

  Preparing for a UCaaS deployment means having the right WAN circuit configuration, with enough bandwidth to support all of your data and prioritize voice and video traffic with real-time delivery needs.  Continue Reading

• What to do if Windows Defender updates don't work

  Without the latest Windows Defender updates, your users' desktops won't be completely protected. When update problems occur, there are several actions you can take to solve them.  Continue Reading

• What are the use cases for blockchain in mobile apps?

  Blockchain can bring a variety of benefits to enterprise mobile apps. Explore some use cases before integrating this secure technology into mobile apps.  Continue Reading

• How can IT determine the optimal smartphone lifespan?

  Smartphones don't last forever. Here's how organizations can determine their lifecycles to avoid security issues and keep smartphones functioning at peak performance.  Continue Reading

• What is the difference between logistics and supply chain management?

  Logistics is part of supply chain management, but the two terms are often used synonymously. Here's a quick explanation of how these two are different.  Continue Reading

• What are the benefits of machine learning in supply chain optimization?

  Machine learning is being used to improve a wide array of business processes, including supply chain management functions. Here's a look at three areas it's helping the most.  Continue Reading

• How does a client-based application with Microsoft App-V work?

  The app virtualization world is confusing. Get some clarity on how client-based app deployment works by taking a closer look at Microsoft App-V.  Continue Reading

• How can organizations calculate the TCO of mobile devices?

  There are a variety of factors to evaluate when determining the true cost of mobile devices in an organization. Unpack these factors to find the TCO.  Continue Reading

• How can IT fix Windows Update issues?

  Microsoft offers some built-in troubleshooting methods to resolve Windows Update problems. There are also some third-party options IT should be aware of.  Continue Reading

• What are some best practices for crafting a supply chain technology strategy?

  Supply chain managers have a tough job and face many challenges. Technology can help but must also be approached with return on investment top of mind. Here are three tips that can help.  Continue Reading

• What is the difference between UC platforms and UC apps?

  Platform and app are not interchangeable terms in a unified communications deployment. UC expert Jon Arnold explains how to differentiate between UC platforms and UC apps.  Continue Reading