Want to capture up to $2,003 more revenue per customer? There is one metric you should focus on.
Your customers want answers and they want them now! A recent Forester study title "Money On The Table: Proof That Customer Service Drives...
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Blog
Sep 21, 20233 min read
Could Network as a Service (NaaS) Be The Next Step In Your Networking Roadmap?
We have seen the "as a service" model revolutionize the way businesses purchase software, computing resources and storage. Could...
Sep 14, 20232 min read
36 Million Phone Lines Are Being Sunset, Is Your Business Ready?
Could 19-72A1 be the "number" that causes you some of your biggest headaches in 2023 and beyond? This is the number of the FCC order that...
Aug 31, 20233 min read
Is 5G Finally Ready For The Spotlight?
When 5G was rolling out we were inundated with headlines foretelling a bright future. Here are actual headlines touting 5G's impact...
Aug 24, 20233 min read
Using Sentiment Analysis to Boost Your Customer Experience
Sentiment Analysis (SA) is a natural language processing (NLP) technique that involves determining the sentiment or emotional tone...
Aug 17, 20235 min read
No Consumer Left Behind: Is Your Website “Done” If It’s Not Accessible?
Did you know there are 61 million people with a disability in the US? Those consumers control an estimated $200 billion in discretionary...
Aug 3, 20238 min read
Are You Prepared for DarkGPT? Why Now Is the Most Important Time to Evaluate Your Security Practices
We have seen unprecedented excitement about the impact ChatGPT will have on productivity, customer service, communications, and coding...
Jul 27, 20236 min read
Evolving Your Customer Experience Survey Strategy
This is part 2 of a 2-part blog discussing the ways organizations can measure customer experience and satisfaction. In Part 1, we...
Jul 20, 20233 min read
Is The Way You Are Measuring Customer Satisfaction Holding You Back?
In 2020, a reported two-thirds of Fortune 1000 companies are using Net Promoter Score (NPS). In fact, at IBM the executive in charge of...
Jul 13, 20237 min read
Top Takeaways From Our Latest Webinar, Agents Unleashed: ChatGPT Powers Empowers Contact Centers
Our founder and CEO, Dave Dyson, was recently joined by Ben Rigby, former SVP Product & Engineering for AI and current AI Advisor for...
Jun 22, 20234 min read
Thinking About DaaS? Why Knowing Your WebRTC Is More Important Than Your ABCs.
Many of the companies that have already moved their servers to the cloud are now wondering if desktops should be next. Broadly, Desktop...
Jun 15, 20233 min read
Decreasing Your Average Handle Time May Be the Worst Thing You Can Do in Your Contact Center
Often the default goal of contact center optimization is lower average handle times (AHT). With the emergence of artificial intelligence...
Jun 8, 20232 min read
SD-WAN and Telcom Aggregators: Like Peanut Butter and Jelly They Go Better Together
The SD-WAN market is rising at a meteoric rate. This growth shows no signs of cooling with an expected CAGR of 65% from 2023 to 2032....
Jun 1, 20234 min read
Hyperscaler Hangover? Why Now May Be The Right Time To Reconsider Your Datacenter Strategy
The growth trajectory of hyperscalers (AWS, Azure, GCP, etc.) has been incredible, as demonstrated by the projected 28% CAGR for the...
May 23, 20231 min read
Eclipse's Thoughts on Channel Partners Vegas - 2023
When is a blog not a blog? When it's a vlog. Hear Eclipse's very own Dave Dyson, Kirk Armstrong, Sarah Puco and Matt Dickson share their...
May 11, 202311 min read
Dave's Thoughts on CX: The Good, The Bad, and The Very Ugly - Part 2
If you missed out on part 1, you can catch up here. I did a bunch of research and came up with two plans: Plan A - Contact U.S. Customs...
May 4, 20238 min read
Dave's Thoughts on CX: The Good, The Bad, and The Very Ugly - Part 1
This is a true story. The names of people have been changed, but names of brands have not been changed in order to expose the guilty and...
Apr 27, 20235 min read
How Outsourcing Your Telecom Lifecycle Management to Eclipse Frees You to Focus On What Matters.
In part one of our blog we explored Telecom Lifecycle Management (TLM) and how it can help you. In part two, we are exploring the way...
Apr 20, 20235 min read
Telecom Lifecycle Managment: What Is It, Why It Matters and How It Can Save You Money.
What is it? Telecom lifecycle management (TLM) refers to the process of managing the entire lifecycle of a company's telecommunications...
Apr 13, 20236 min read
SD-WAN Pain Points to Avoid
The adoption rate of SD-WAN has been steadily increasing over the years as more and more organizations realize the benefits it offers. A...
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