Learn how you can unlock new possibilities, implement new features quickly, increase application reliability, and improve operational efficiencies with cloud databases. This research report by Harvard Business Review Analytic Services was sponsored by Google Cloud and is based on interviews with technology executives, data leaders, and industry experts.

Re-architecting to cloud native: an evolutionary approach to increasing developer productivity at scale According to DevOps Research and Assessment (DORA’s) research, elite DevOps teams deploy multiple times per day, release changes to production in less than a day, and have change fail rates of 0–15%. This whitepaper helps showcase how you can achieve these outcomes for existing applications by adopting […]

Inspire transformation. Application modernization can do more than reduce costs.

Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX)strategy backed by an innovative technology partner. […]

RingCentral recently teamed up with Benchmark Portal to conduct a survey on contact center agent turnover and retention. In the survey, two-thirds of contact center leaders—65.6% of survey respondents—reported an increase in attrition, or agent turnover, over the past two years. This report will reveal the top three factors of rising attrition rates among contact center agents and explore ways […]

Up until recently, the majority of US contact centers worked in a traditional, centralized model, with only 13% of agents working remotely at home. Faced with the challenges of continuing to run contact centers in an environment decimated by coronavirus, many businesses urgently implemented business continuity plans which involved remote working. As the pandemic comes to its end, some contact […]

Leveraging calling services from a UCaaS provider, integrated with Microsoft Teams, provides organizations with the best opportunity to minimize telecom costs while delivering advanced calling features and higher levels of reliability. In fact, almost 88% of those using Microsoft Teams for messaging and meetings, with a separate UCaaS provider for calling, plan to maintain those calling services. Those responsible for […]

In a nutshell, the pandemic redefined “work” as we know it. Companies adopted new technologies and In a nutshell, the pandemic redefined “work” as we know it. Companies adopted new technologies and workflows to support large-scale work from home. Workers quickly acclimated to the new environment, with many juggling their personal lives and work obligations more than ever before. It […]