CaaS

This blog entry was posted by Ed Margulies, co-founder of Face It Corp. ("Putting a Pretty Face on Customer Service"). Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.

Social Media Wake-Up Call

What do Proctor & Gamble, IBM, and Wells Fargo have in common? These companies are consciously leveraging social media. For years, social media has been useful for one-to-one communications and self-promotion, but now the customer service implications are too important to ignore.

Social Media: Not Just a Fad

Despite being a charter member of LinkedIn since 2003, I did not instantly recognize the customer service potential of social networking. Continue Reading...

 This blog entry was posted by Ed Margulies, co-founder of Face It Corp. ("Putting a Pretty Face on Customer Service"). Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.

A Worthy Goal

Some argue you cannot cut costs and keep customers happy at the same time. I say that's just a lazy attitude. Continue Reading...

This blog entry was posted by Ed Margulies, co-founder of FACE IT Corp. ("Putting a Pretty Face on Customer Service"). Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.

Will the Web Kill the Phone?

No. The death of the phone - oft-touted as being just around the corner - is pure hyperbole. Continue Reading...

This blog entry was posted by Ed Margulies, co-founder of FACE IT Corp. ("Putting a Pretty Face on Customer Service"). Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.

A Brave, New Customer Service Model

The Social Networking phenomenon has signaled a sea change in consumer behavior and provided lessons for enterprise purveyors of customer service. And the self-publishing models touted by Twitter, FaceBook and even LinkedIn act as a present-day wake-up call for SaaS and CaaS-based business users who care to learn from the consumer. Continue Reading...

This blog entry was posted by Ed Margulies, co-founder of FACE IT Corp. Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation.

Raging Against the Machine

What good sport to it's been to dissect, criticize and bemoan the state of customer service. There are not too many instances in which you can navigate conversations at a social or business event without someone recounting their latest customer service fiasco. "Gee whiz, their Voice Response system is just the worse" or "I don't believe how they ask me to repeat what I already told the machine." In fact it has become so popular to complain about customer service, entire initiatives and web sites are dedicated to it. Continue Reading...

This blog entry was posted by Ed Margulies, Senior Director, Product Management CRM Service Products at Oracle. Margulies is a telecommunications architect, usability expert, inventor, and the author of 17 books on telecommunications, contact centers and service automation. The views expressed in this blog are Margulies' and do not necessarily reflect the views of Oracle.

CaaS: A Big Telecommuting Enabler

Communications as a Service is the right concept for at-home and remote workers. With applications ranging from contact center, customer relationship management and content management, thousands of job functions can be virtualized. Continue Reading...

A Common Thread

On this page, experts in the industry contribute their insights into Communications-as-a-Service (CaaS), best practices, trends and hot (or cool) features, products and companies.  Feel free to reply with comments to a particular post--get in on the action yourself and be an integral, valued part of the CaaS Community.  Visit regularly to view new posts, respond and communicate--using CaaS tools and to stay on top of the wave!