How Unified Communications is Shaping the Business World

Unified CommunicationsCo-nexus Marketing
How Unified Communications is Shaping the Business World

Long gone are the days where you have to pick up the phone to communicate with a coworker. Now there are a variety of mediums to collaborate and connect within a business environment. If your customer has a question, you can easily use features like presence and instant messaging to get the answers they need. Unified Communications (UC) describes the integration of multiple platforms for an enterprise organization. Here are some of the ways UC helps businesses function more effectively:

  • Presence allows you to view the status of each of your coworkers. You can see if they are on the phone or in the office by managing multiple statuses. You can also view if they are away from their desk or out of the office.
  • Instant messaging allows you to quickly communicate from any device. You can also add people to form a group message in the event that you need to communicate to multiple users simultaneously. It helps reduce the number of emails you send and receive when you need something quickly.
  • Integrated voicemail gives you the ability to check your voicemail on your email instead of having to listen to multiple messages to get to the one you want. If you need to forward the message to another user, it’s as simple as sending an email.
  • Video conferencing is made easier by being able to call through your computer, tablet or cell. You can also share screens for better collaboration without having to set up a conference bridge.

With UC you do not have to sit next to someone to get work done. Overhead is reduced by allowing employees to work from home. If your business expands rapidly, you can easily add user licenses without having to build out more office space. More and more employees are looking to use their personal devices and UC can easily be installed on any computer, tablet, or mobile phone while integrating with your phone system for voice calls. Want to learn more? Check out this short video about Unified Communications from Co-nexus.


6 Rules for an Inbound Contact Center

Contact Center SolutionsCo-nexus MarketingComment

Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.


Here are six rules for inbound contact centers:

  1. When service levels are up, occupancy goes down
  2. As service levels improve, it will reach a point of diminishing returns
  3. For a given service level, larger agent groups are more efficient than small groups
  4. Pooled groups are better than specialized groups
  5. If you add staff the average speed of answer decreases
  6. If you add staff your trunk load goes down

One of the biggest ways you can impact your service level and keep your calls out of queue is to monitor attendance. When your team are not where they are supposed to be, your customers have to wait. Calls begin to start backing up and operations get hectic. Through the use of a workforce optimization program you can create strategies to automate processes to notify all staff when employees are needed to fill in for absentees. The staff members can easily hit accept to stay extra hours or come in on an off day. Then, the program reorganizes all of the information to create a new schedule.

If you were to not use a workforce optimization program, then it would take your managers time to call employees to come fill in. When there is a shortage of agents in the contact center calls are usually backed up and it’s difficult for a manager to step away to find the people needed. The result is service levels drop and customers become frustrated. All of this can easily be solved by implementing CXM’s Workforce Optimization solution. If you would like to learn more, check out this article titled Are Your Properly Managing Your Workforce in the Contact Center?

6 Steps in Choosing Your Next Phone System

Business Phone SystemsCo-nexus Marketing
6 Steps in Choosing Your Next Phone System

Buying a new phone system can be such an overwhelming task. There are many vendors, types of systems, and decisions to make. Your communication system is the lifeline of your business so you want to make sure it works, it fits your budget and meets your needs. Here are six steps to determining the right phone system for your business:

  • Complete a Needs Assessment 

    Start by deciding why you need a new phone system. Does the current one in place have problems? Do your employees need more functionality? What about your remote or mobile users? Understanding why you need something new makes a big difference in which vendors and functionality you will later choose. A good way to begin is to talk to your end users. They can give you honest feedback about what doesn’t work with your current system and what they would want in a new system. Finally, you will also want to determine the size of your new system and how you would like to purchase the system. It’s common these days to look at both leasing or buying. Determining a budget upfront allows your business to better negotiate as you talk to vendors.

  • Consider Voice Infrastructure 

    The next step is to determine what type of voice services you would want to deploy your system on. Traditional land lines use analog and digital devices to transmit phone calls. There are plenty of advantages to use, like still being able to use traditional phone line services like being able to connect during a power outage and if you have this solution in place – you may not want to make a major change. VoIP on the other hand uses a data connection to transmit voice packets. It’s extremely flexible and allow you to manage through an online portal for all locations. VoIP systems also provide the ability to install without a lot of fuss. They can be preconfigured and then hooked up with a quick plug and play option. Finally, there is an option for both types of systems called Hybrid. Hybrid systems allow your users to connect to traditional lines and to VoIP for long distance.
  • Choose a Deployment Model 

    There are three types of phone systems including Premise-Based, Cloud and Hybrid. You can read more about three advantages of premise-based systems in this previous post but they give you the most control over your system. Cloud systems are not all created equal. If you choose to go cloud you’ll want to read more about private versus public. They require little capital expenditure and use a monthly services fee. You will lose control that on-premise solution allows, but they require little hardware. Finally, a hybrid phone system will allow you to utilize an on-premise system over a cloud network.
  • Examine Features and Functionality 

    Telephone systems can do a lot more these days than just make a simple call. You’ll want to look at whether or not your company is interested in collaboration applications like presence or instant messaging. Are you interested in automated services like an automated attendant, automated directory services or automatic call distribution? What about video or audio conferencing? Features and functionality help you choose what the best method of delivery is for your organization. Don’t forget to talk to you end-users since they will help you assess your needs around what functions they might utilize the most.
  • Select a Vendor and Device 

    Now that you know what type of voice infrastructure, deployment model and what features you are interested in it’s time to decide on a vendor. Consider first who will be installing the system. Do you want to outsource or will your internal staff do most of the work? Since phone systems are a hefty investment, you’ll also want to look at the total cost of ownership from installation to monthly fees and maintenance. Finally, consider aesthetics and ergonomics. You’ll want your system to visually match your environment. There are full color screen phones or more basic phones. Think about how easy the system is to use for your end-users for a better adoption rate.
  • Time for Implementation

    Rolling out a new system can be smooth or a headache. Anytime a change is made in your environment you’ll want to give your employees advanced notice a change is coming. No one likes their cheese to be moved without warning. You’ll then want to take an inventory to ensure you have proper cabling and drops in place. It’s also important to set up a test environment to make sure you work out any loose ends before involving your end-users. Next, you’ll want to train your users so they can ask questions and get familiarized. By completing the above actions, your system installation will have a better chance of being streamlined and working properly.

Now that we’ve shared the basics, you can formulate a strategy for your environment and team. You can opt for a free technology assessment here. If you’d like to learn more, we’d love to provide additional information. You can reach out to us directly or if you’d like to download a more in-depth guide click here.

Are You Properly Managing Your Workforce?

Contact Center SolutionsCo-nexus Marketing
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Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.

Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:

  • Attrition: When a contact center has high attrition, as most do, a workforce management solution will help you keep the same staff if needed by placing agents in the right place at the right time to support your customer interactions. Attrition will allow you to better use your resources and you can phase out unneeded employees through natural selection. As time goes by, your organization can improve overall costs by up to 30% utilizing a workforce management tool.
  • Scheduling: Scheduling can be a challenge without workforce management. Without having a tool in place it is impossible for intra-day management to occur. As mentioned earlier excel doesn't support multi skills and therefore it's harder to cross train existing employees to support different customer needs.
  • Agent Adherence: The level of agent adherence severely improves by implement a workforce management tool. Without a tool a contact center has at most 65% of agent adherence to the schedule. Once a tool is implemented that number increases to average 75%-85% giving your contact center a huge return on investment.

Being able to improve attrition within a contact center while ensuring management is able to efficiently schedule employees helps your organization get more out of the resources and staff you already have in place. It also allows management to make better use of their time and make certain employees are taking care of customers.

We've created a checklist if you are looking to evaluate your current environment here.


Government Entities and Digital Transformation

Business Phone Systems, Contact Center Solutions, Network Solutions, Call Recording, Unified CommunicationsCo-nexus Marketing
Digital Transformation for Government Entities

Government entities are oftentimes behind the curve when it comes to technology due to having a limited budget.

Many states are beginning to make changes to the way their customers can communicate by developing an app similar to Alexa and Siri. The goal is to make it voice interactive so the public can access services throughout the community. According to Strategic Partnership Inc in this article there will be an array of types of services from digital drivers licenses to municipal services.

The idea is that most people carry their cell phone all day, everyday. The app will be deployed for citizens to access services on any device at any time. Apps are changing the way people communicate by giving them access to businesses and organization at their fingertips. No longer is it necessary to have long voice calls when there are so many services that can be accomplished with online tools. Although many states are evalutating apps to automate services there are several municipalities who have already implemented it. 

So what exactly is digital transformation? Digital transformation applies technology to streamline business or organizational processes to create a more efficient and effective environment. You can read more about how to develop a strategy to make a better customer experience, how to create a better workspace using digital transformation. Co-nexus works with many municipalities and government entities to provide better communications. Learn more about how we specifically help the government industry in this article.

Prepare Your Communications for Hurricane Season

Unified CommunicationsCo-nexus Marketing

Hurricane season is here! With tropical storms, depressions and hurricanes brewing, it's important to take time to ensure you have a disaster recovery plan in place for your communications. Hurricane Ike damaged an estimated $29 billion properties according the The Storm Report. Hurricane Rita caused over 3 million residents to be evacuated according to Hurricane Science. The list of people, businesses and property affected by natural disasters is long and more storms will be added this year. Let's take a look at how you can improve redundancy in the event your business is hit.

  • If power fails your phone system still needs to work. By putting a secondary failover into a data center in a different region, you can ensure you are up and running through the course of an unexpected event. 
  • Think about how your employees will be able to communicate with one another if they have to work from home. Give them a way to be able to chat, email and talk from their personal devices with unified communications. They will still be able to conduct business through collaboration tools on their cell phones, tablets or personal computers. 
  • Consider cloud as a fail over. If you have an on-premise phone system, you can have cloud services enabled as a back up. If your main location goes down, within a few seconds your communication lines will switch over to the cloud. As soon as you regain connection back at headquarters, they can automatically switch back.

Having a backup plan in place for your communications can help minimize the loss of customers and allow your business to make it through a catastrophe. If you are looking for help strategizing some of the different options on the market, reach out to us and we'll do a free technology assessment. 

Managing Remote Employees to Increase Productivity

Unified CommunicationsCo-nexus Marketing

Having remote employees can help businesses grow without having to pay for overhead expenses that come with utilizing an office. Employees on the other hand save so much time by being able to avoid a daily commute which impacts their work life balance. Oftentimes, employees would prefer to be allowed to telecommute over getting a raise. But making sure that your team still stays connected and collaborates effectively requires having the right tools and management skills. Let's take a look at how to better manage remote employees:

  1. Give your employees technology that supports their communication - Start with the basics by giving your employees unified communication software. Unified communications give your employees multiple ways to use their various devices. It allows for them to instant message, email, share files, and use their devices as a soft phone.
  2. Talk to your team every single day - A key in managing your employees remotely is to stay connected with them. Entreprenuer talks about following up with them after meetings to give feedback. Ask them daily about what they are working on and how you can remove any barriers for them. 
  3. Have regularly scheduled meetings with face time - Use video conferencing to enhance your interactions for team meetings. Not only make it a point to meet as a group, but conduct one on one meetings individually regularly. This will allow more structure for your employees and help with them being able to bounce ideas off one another or you.

Make sure your team has what they need to get the job done effectively! Thinking about upgrading your phone system to make your employees more collaborative, check out this post on Five Things to Ask Yourself Before Buying a Phone System.

Developing a Digital Customer Experience Strategy

Contact Center SolutionsCo-nexus Marketing

Today's customer is more tech savvy and mobile than ever. If you aren't embrace technology within your contact center, your competition might be. We've been discussing more and more over the past few weeks about the omni-channel experience and digital transformation. Today we wanted to give you a strategy checklist to help you begin transitioning into building your digital strategy. The handout lists a few ways digital transformation can impact your business, employees and customers. You can download it here or click on the picture. If you want to learn more, reach out to us for a quick technology assesment.

Going Digital to Create a Better Workspace

Unified CommunicationsCo-nexus Marketing
Going Digital to Create a Better Workspace

Digital transformation is a topic noted mostly by how a business talks to its clients. However, an employee has to have the right tools to be able to make that interaction better. Transforming the workplace into an environment that makes an employee productive and upbeat creates a better customer interaction. That environment can be moved to a virtual workplace, or simply making changes to an existing office. Here are a few ways companies fail in creating efficiency within their workspaces.

  1. Underutilized assets - Oftentimes, companies have spaces that are underutlized or filled with poor equipment. Maybe it's a room filled with outdated items, an efficient layout or even bad heating and cooling. By upgrading your spaces to include the software, hardware and tools your employees use elevates the employee to work harder.
  2. Lack of available resources - In a traditional office conference rooms are oftentimes tied up. Being able to add a conference option with collaboration tools, gives an employee the tools they need when they need them to get the job done.
  3. Failure to leverage the BYOD trend - Employees like using their own tools like their cell phone or tablet. Companies that do not allow an employee to bring in their own device are creating an efficiency within the business.

Your company may be looking to fully embrace a digital workspace with virtual tools whether they are in the office or working remotely. If you'd like to learn more about transforming your space to a place that gives your employees the ability to work inside and oustide of the office, check out our recorded webinar on Five Ways to Improve Mobility in Your Workplace.

Five Levels of Quality Monitoring in the Contact Center

Contact Center Solutions, Call RecordingCo-nexus Marketing
Five Levels of Quality Monitoring in the Contact Center

Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:

  1. Walk Around Observation - This is the most basic method of quality monitoring. Supervisors walk around the floor observing and giving feedback as needed. The problem with this method is a supervisor can only hear what the agent is saying. To get full disclosure of the conversation, the supervisor needs to hear both sides including what the customer has to say. The other issue with this type of quality monitoring is that a supervisor is managing many employees at once and may miss a key conversation when their attention is with another employee.
  2. Side by Side - Side by side monitoring allows the monitor to sit beside the agent while they are on a call. Similar to walk around observation, the monitor can only listen to the employee's side of the conversation and not the customer's side. Because the conversation is live, the monitor is not able to rewind if they need to review.
  3. Silent Monitoring - Refered to as the practice of managers listening to the agents call from another location. It allows the supervisor to hear the call and take notes for performance reviews later on. 
  4. Record and Review - Recording and reviewing a call gives a supervisor the ability to listen and playback calls for later use. Calls can be recorded through the phone system or software. 
  5. Evaluate Voice and Screen Recording - This is the most advanced method of quality monitoring. By electing to add the screen recording functionality, your agent's desktop activity is recorded as a full motion video and then automatically synchronized with the recorded phone call upon playback. One of the benefits for using this method is having the ability to identify workflow issues to reduce handle time.

Want to learn more? Check out this post on Five Steps to Better Quality Monitoring in Your Contact Center.

What Is Omni-channel?

Contact Center Solutions, Business Phone SystemsCo-nexus Marketing

Are you interested in learning more about Omni-channel contact centers? Are you not sure where to begin? Check out our new downloadable to give you a plan on how to make your quality monitoring system better.

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You can also check out our recent webinar on 5 Ways Your Customers Can Contact You Without Picking Up the Phone for a session on multimedia in the contact center.


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Five Things to Ask Yourself Before Buying a Phone System

Network Solutions, Business Phone SystemsCo-nexus Marketing

Buying a phone system is a major investment for any business. It involves changing the business communicates. Communication is key to retaining customers, maintaining vendor relationships and employees collaborating. Your calls are the lifeline of your business. As you evaluate a purchase of this size and scale, it’s important to consider how you plan to make the purchase, what functionality will work best for you and which vendor will you help provide the hardware, software and installation. Here are five questions to ask yourself before making a purchase:

  1. Does my business operate on a CapEx or OpEx budget? If your company is looking to make a capital expenditure, then bring it up at the beginning of evaluating vendors so they can recommend the right pricing. This can also help during negotiation and upfront costs. On the other hand, if you are looking to pay monthly and over a period of time, it may make sense to evaluate hosted or leasing options. Knowing how you would like to pay will help your vendors help you better.
  2. What do I need my phone system to accomplish? For some, being mobile and having the ability to switch effortlessly between a desk, cell phone and tablet will enable them to never miss an interaction. For others, having collaboration tools for their internal team is necessary to increase efficiency and produce more work in less time. Start with the end in mind by making a wish list of things you would like to see within your business.
  3. Who will support and troubleshoot when a problem occurs? Does your business have internal staff to support when a change needs to be implemented or do you have limited technical resources? Who will be responsible for acting as a liaison with your vendor? This is a critical factor in choosing the right vendor with the right support. If an administrative staff member is the person who handles anytime a voicemail or extension number needs changing, then your business may need a vendor with high availability when it comes to answering questions.
  4. How will we be able to implement with the least impact to daily operations? Implementations are time consuming and impactful. Will you need to hire an additional resource? How will you check
  5. How do I give my employees a competitive advantage? The world is changing and people expect immediate response. Do my people have the tools to be competitive in a quick paced world. Never miss a call and you’ll never miss a client.

Are you looking to make a purchase due to a move or renovation? We have a checklist that will help aid you in being prepared for carriers, communications and setting up the infrastructure. You can read more about it by clicking the button below.

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Three Reasons to Consider Buying an On-Premise Phone System

Business Phone Systems, Unified CommunicationsCo-nexus Marketing

With all of the talk about cloud and hosted phone systems these days, there are fewer conversations about on premise solutions. However, there are still some cases where moving to a hosted environment is not in a business’ best interest. We’ve compile a brief list of a few benefits on premise communication systems offer. Remember, every business operates a little differently and it’s best to sit down and evaluate your needs to ensure you are making the right decision.

  1. Local Survivability – If the internet fails, you can still operate locally with an on premise phone system because it is not reliant upon the data network for your voice communications. This allows mission critical calls to still be placed.
  2. Security Concerns via Banking or HIPAA Regulations – Many organizations who have regulatory compliance concerns look to on premise solutions with a dedicated connection to prevent hackers from accessing their voice and network.
  3. Phased Migration and Tying in an Old System – If you are looking to change from an old system to a new system with a phased approach, then you would likely need to stay on premise. That way you can utilize your existing analog circuits or other equipment that needs to connect to a physical box.

Want to learn more about phone systems and benefits for your business? Check out a few of our other blog posts here and here for information on cloud phone systems. You can also reach out to us using the button below for more information.

5 Things Your Competition is Doing in the Contact Center

Call Recording, Contact Center SolutionsCo-nexus Marketing

Contact center and the customer journey is changing. If you are not on the forefront of that change, you may end up losing your customers to your competitors. Here are five things your competition might be doing to win over your clients:

  1. Are you using live chat? If customers go to your webpage, do they have the ability to ask a quick question using a chat function? If not, you need to consider enabling this. According to a Forrester report, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. Furthermore, the average online chat resolution is 42 seconds. That gives your customers the answers they need in less time which frees up your agents to handle more customer inquiries.
  2. Have you enabled omnichannel features? Can a customer email you, and easily switch to a voice call while maintain the conversation and recording the interaction? Customers these days want to reach out to you using a variety of methods, but sometimes a call is necessary later on in the process.
  3. Can you customers utilize self-service features? Customers continue to turn to Web self-service, mobile apps, and visual IVRs instead of phone calls. Think about how much mobile apps have influenced self-service for the banking industry. Now you can easily transfer funds with the click of a button instead of making a call or going into the bank.
  4. Can your agents work from home? Give your agents the ability to work from home to reduce overhead and over-turn. Agents no longer spend time traveling to and from and office because they have the tools to service customers remotely.
  5. How is your organization utilizing social media to drive customer loyalty? In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.” Five years later we are seeing shift from gaining new customers and marketing to responding to current customer service needs through social media

Want to learn more about ways your competition is increasing customer service within their contact center? We have a whitepaper you can download with more ways you can improve your contact center. 

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Five Steps to Better Quality Monitoring

Contact Center SolutionsCo-nexus Marketing
Five Steps to Better Quality Monitoring in Your Contact Center.JPG

Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem. 

  1. Form a quality control team - The first step in creating a quality monitoring system to gather team mates who will evaluate the results of agent evaluations. A quality control team consists of personnel who are able to analyze data, see trends and implement processes to improve policy adherence, customer service metrics or agent retention. The initial level are your supervisors within the contact center who will conduct evaluations. Then, once information is gathered and performances are evaluated, you need a team to be able to strategize future business decisions.
  2. Record and store - Recording in the contact center is not just voice calls. Customers reach out in a variety of ways, and it's important to capture all interactions. Give your employees the tools to record email, voice, text, screen capture, and chat. 
  3. Define what - Before evaluations are conducted, you need to sit down and outline your business goals. For a government agency, it may include policy adherence. For a service company, it may include customer retention. Once your business goals are established, then you have to decide how your evaluations will provide feedback and what you will be evaluating.
  4. Create scoring - Results are better when measured. Scoring provides the organization with quantitative results and establish a baseline. Scoring also takes the emotion out and provides an employee with a way to improve or maintain their current behavior. 
  5. Provide feedback - Feedback for agents require a few key components like timeliness and ease of use. Feedback should be easy to digest and immediate. An employee will have the ability to review and make adjustments immediately, instead of waiting a period of time or create a bad habit. The automation of feedback processes allow an organization to make movements forward without hesitation.

The faster you implement a good quality monitoring system, the more likely your business will be able to grow, thrive and minimize risk. Utilizing a software platform that is easy to learn, use and implement takes the headache out of these five things. Looking for more information? Check out our downloadable whitepaper on how to improve call quality monitoring in your contact center. 

What Exactly is Digital Transformation?

Contact Center Solutions, Business Phone Systems, Unified Communications, Network Solutions, Call RecordingCo-nexus Marketing

Digital transformation is a new phrase being blasted around the technology world these days. Being that we were once digital in voice, then moved to VoIP and now we are talking all about digital again... the question is, what exactly is digital transformation? Digital transformation is the accelerated growth of automating business processes, competencies and models to leverage growth within an organization. We've decided to compile a list of things that are currently influencing digital transformation and how these things could impact your current initiatives:

  • CRM Fusion - With software defined networks growing at a rapid pace and SalesForce being used by millions of organizations, communications must be infused with the capabilities to integrate fully with a CRM platform. An automated record is created when a call is placed or answered, or an email is tracked and added to the record within an account in a CRM program. All of these actions created a centralized spot for customer interactions to be deposited. 
  • Mergers and Acquisitions - With companies buying, selling and merging major decisions must be made. How will we marry the two companies? How will we streamline the processes to create a unified company? What technology will stay and what will go? How will networks integrate? How will we train our staff? All of these questions are relevant when companies merge and need careful consideration.
  • Artificial Intelligence - As machines are taking over more and more physical actions, data is growing. As data grows, it's important to have places to store and be able to locate it at a later point. Artificial intelligence is changing the way companies function. Instead of their staff being comprised of worker bees, now they have to consider someone who can analyze and monitor quality.
  • Internet of Things - From homes being rewired with electricity to credit card transactions being processed now over tablets, the world is changing dramatically. The internet is connecting and then gathering information for our everyday habits. That data allows companies to produce products and services that give us more value. Just look at what Amazon did with Alexa - this product will allow you to talk to it and then turn lights on or off or change the thermostat. 
  • Microservices - Modular and application based programs that allow us to process information in smaller increments. Microservices are growing rapidly right now. From cell phone applications to video streaming, microservices are on the rise and affecting the way we purchase items. 

All of these movements in technology are shaping the transformation from physical to digital. Communication is being impacted by all five areas and we'd like to discuss more with you about how digital transformation affects your current processes. Want to learn more? Download our whitepaper on the Journey to Digital Transformation.