Eric Bauer – Former Product Director of Unified Communications
Eric worked closely with Fortune 1000 clients to understand their strategic UC initiatives and design solutions to achieve and exceed their business objectives.
Microsoft's Enterprise Voice offering continues to grow at a rapid rate, with the company's intentions very clear to enable voice communications for all of their users. The recent announcement of the E5 licensing (to be discussed in an up-coming post) provides a clear path for...
The Microsoft Lync SDN (Software-Defined Networking) API allows developers to build applications and services to monitor, isolate and correct issues that affect the user experience on Lync / Skype for Business.
If you were to ask your IT manager whether they have customers or users, what would they say? Though somewhat subtle in nature, this simple fact is an area that's overlooked way too often. If you think about it, when you are trying to acquire B2C or B2B sales, you consider them...
“Please be advised that your call may be recorded”. With those words I was put through to an operator to help sort out my latest phone bill. We've all heard this before, contact centers have been recording calls for many years, whether for quality and training purposes or to...
Imagine a situation where you're trying to buy an item from an online retailer like Amazon. You'd like to speak with an agent and ask a few questions about the product. By clicking one button, you're connected with the agent and are able to have a real-time, one-on-one voice...
Imagine you're trying to book a flight. You call the toll-free number and use the interactive voice response (IVR) to get through to bookings, but instead you are put through to the baggage area. You hang up and try again, but this time you wind up speaking to the airline...
IT Service Management (ITSM) refers to the activities – directed by policies, processes and supporting procedures – performed by an organization to plan, deliver, operate and control IT services. Traditionally this has excluded the UC side of the business, with separate teams in...
Big data is an ambiguous buzzword that means different things to different people. At its core, it's primarily a broad term for datasets so large traditional processing can't handle them. Big data for unified communications analytics is often an obsession for both the media and...
IT service management (ITSM) is a broad category encompassing supporting procedures an organization performs to plan, deliver, operate and control the IT services it offers to internal and external customers. It's a multi-billion dollar industry, involving companies such as...
