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

 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.

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.

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.

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.

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.

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!