Allison Boccamazzo

Recent Posts

State of the ITSP 2018: Insights for Getting Ahead

Posted by Allison Boccamazzo on September 12, 2018 at 3:27 PM

Communications is core to successful digital transformation, and that means a lot for Internet Telephony Service Providers (ITSPs). In fact, a
2017 benchmarking study from Autotask found that 63% of ITSPs are now managing up to 50% more endpoints than they were in 2015, with a 10% increase in companies working 26 or more projects per year. In a nutshell, business is booming.

ITSPs stand to significantly gain as companies adopt next-gen communications like AI, cloud, and mobility…but only if they play their cards right. At a time of incredible growth opportunity, these providers must get ahead by making the right decisions in terms of product and business model.

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Tags: CPaaS

Simple Fixes for Transforming Team Collaboration

Posted by Allison Boccamazzo on September 4, 2018 at 9:03 AM

Today’s world is full of collaboration possibilities, yet still
only 24% of employees feel connected to their peers according to TINYpulse’s “2017 Employee Engagement Report.” This disconnect is significant as companies champion for cultural, behavioral and digital transformation growth.  

So, what’s going on here? Research suggests three common threads for struggling organizations:    

Disconnect between departments: 76% of employees surveyed by TINYpulse say they feel connected to people within their immediate team, but not to other departments. The reason for this is likely due to “app overload,” in which different departments use siloed communication tools to get work done (research estimates this can waste as much as one hour per day per employee). Sustainable growth and transformation requires seamless cross-departmental collaboration using integrated, holistic tools.

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Tags: Collaboration

MSPs: Give Yourself the Same Great Treatment You Give Customers

Posted by Allison Boccamazzo on August 27, 2018 at 1:00 PM

The global managed service provider (MSP) market is growing fast (as in, slated-to-be-a-$300-billion-industry-by-2019 fast). Technology is advancing at an unbelievable rate with increased focus on specialty services for meeting specific vertical and business requirements. That has put MSPs in a comfy position, offering specific market knowledge and an understanding of evolving customer needs.

At a time of incredible growth opportunity, MSPs can’t afford to fall behind. Yet that’s exactly the risk they take without the right backend solution to support their business; one that ensures organizational agility, competitive differentiation and strategic growth. In the end, every benefit of working with a trusted MSP—minimized risk, proactive problem-solving, reliable service—depends on that provider’s backend platform.

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Tags: MSP

The FCC’s New Rules for Toll-Free Texts: What You Need to Know

Posted by Allison Boccamazzo on August 24, 2018 at 10:45 AM

As businesses leverage Toll-Free texting to enhance customer communications, scammers are using the service to trick consumers into sharing sensitive information. So much so, that phishing scams now account for over 20% of outbound traffic for leading Toll-Free texting API providers. The Federal Communications Commission (FCC) recently toughened its stance against this fraudulent use of Toll-Free text messaging to “protect the integrity of toll-free texting.”

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MSPs Need to Deliver CPaaS-Enabled Services, Period

Posted by Allison Boccamazzo on August 17, 2018 at 3:20 PM

In an “evolve or die” era defined by rapid business transformation, Managed Service Providers (MSPs) are a key resource for innovation and growth. But there’s no time to waste: these companies are expected to move at the pace of a revolutionizing industry to enable enterprise customers to adapt and better compete.

Embracing market change is a given; rather, the question is how MSPs can differentiate against the competition (cited as the No. 1 challenge in Datto’s 2018 “State of the MSP Report”). Our suggestion: Communications Platform-as-a-Service (CPaaS). Gaining share in this booming market allows MSPs to deliver greater value with next-gen communication services while improving their own credibility and sales.   

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Celebrating 20 years of CPaaS: How Technology Came to Be

Posted by Allison Boccamazzo on August 8, 2018 at 9:30 AM

Organizations are coming to understand the pivotal role of communications for successful digital transformation: research estimates $7 trillion will be spent on digital transformation by 2021, with a large share allocated towards communications technologies. Critical growth and innovation objectives boil down to real people collaborating to create extraordinary outcomes, and this depends on the communications tools that are employed.

In this next-gen era where communications drive sustainable transformation, Communications Platform-as-a-Service (CPaaS) has emerged as a strategic weapon (the global market is expected to grow from $400 million in 2015 to over $800 million by 2019). But CPaaS isn’t anything new; in fact, the technology was founded by The Parlay Group 20 years ago.

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The Benefits of a CPaaS-Enabled Contact Center for SMBs

Posted by Allison Boccamazzo on July 30, 2018 at 2:49 PM

Application integration, channel diversity, service personalization: these are the core pillars of today’s next-gen contact center. For exampe, Deloitte estimates that
phone interactions will decrease by 17%  from 2017 to 2019 while channels like chat, social media and SMS will pick up steam. This growth in channel complexity, along with increasing interaction volume, has backed many SMBs into a corner.

Customers want businesses to hear them, understand them and appreciate them—and that means delivering the communications experiences they expect. Communications Platform-as-a-Service (CPaaS) affords SMBs access to cutting-edge communications and basic contact center capabilities to cost-effectively compete.

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The Three C’s of CPaaS: Context, Compliance and Choice

Posted by Allison Boccamazzo on July 27, 2018 at 3:21 PM

We’ve covered Communications Platform-as-a-Service (CPaaS) quite a bit here on this blog, from leveraging the technology across different verticals to maximizing its usage with next-gen technologies to market statistics and major players. CPaaS might sound like a complicated buzzword, but it’s really quite simple. In the end, the technology boils down to what we at VoIP Innovations call the three C’s of CPaaS: context, compliance and choice.  

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How CPaaS Transforms Collaboration and More than Doubles Revenue

Posted by Allison Boccamazzo on July 18, 2018 at 4:14 PM

The benefits of employee engagement are well-proven: companies with such employees enjoy more than double revenue growth compared to those with less engaged workers and outperform competitors by over 200%. Unhappy workers cost the U.S. alone up to $550 billion each year in lost productivity. Undoubtedly, setting the stage for employee engagement is imperative for operations as well as customer experience.

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Deep Learning: What It is, How It’s Used and Why It’s Important

Posted by Allison Boccamazzo on July 12, 2018 at 2:11 PM

Artificial Intelligence (AI) ranks within the top three technologies to drive business transformation over the next two years. It has the potential to increase corporate probability in 16 industries by an average 38% by 2035. Already, 80% of companies have some form of AI in production today.

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