Top IP Telephony and Technology News: August 2013

Posted on Wed, Sep 4, 2013 @ 02:07 PM by Carlos Lahrssen

Last month’s headlines were filled with the latest in telephony and technology news, including advancements in video communications, mobility, and CRM technology. Read on for our must-read stories of August 2013, and add your top picks to the comments below.

WebRTC’s Impact on Video Communications 

Last month, we introduced you to WebRTC and the impacts it could have on businesses like yours:

  • Increased mobility for your workforce.
  • Additional options for employee collaboration.
  • Video chats that hold your audiences at attention.

This last point has been the focus of great discussion, with WebRTC’s video capabilities making headlines throughout the entire month of August.

No Jitter’s Jim Machi (@JMachiDialogic) explains the disruption, opportunity, and hype surrounding the real-time, all-in-one, and browser-based solution. Machi notes flexibility and WebRTC’s ability to bring video communications to anyone from any device, regardless of the level of technological expertise and background possessed by users. This increased accessibility opens doors for audio and visual content to make strides in the area of collaboration. 

TechZone360’s (@techzone360) Steve Anderson believes the key to the ultimate video communications experience may reside in WebRTC's collaboration with other solutions, noting its capabilities when connected with Chromecast.

Browser-based video is nothing new. Just ask Google+. But even the veterans can learn from the new kids on the tech block. As GigaOm’s Janko Roettgers (@jank0) explains, Google’s recent improvements to video quality and upgrades to their video chat experience could be reactionary to the precedent being set by WebRTC type solutions, calling for an industry-wide shift in video for more open standards and plug-in free experiences.

Transformations in Mobile Technology

The user experience is a core focus and consideration in everything your business does, from each customer interaction through general operations.

At the forefront in transforming touch points between business and customer are advancements in technology, producing products that follow as we move from place to place, and device to device. 

As noted by Time’s Harry McCracken (@harrymcracken) this month, software company Parallels helps break down the barriers between operating systems, which previously only worked Windows-to-Windows, and Mac-to-Mac. Advancements here have allowed Windows apps to run on Mac-based products through Parallels Desktop, changing how we view true accessibility. Now introducing Parallels Access app integration for tablets, the technology connects to your existing powered up and ready-to-go computer, allowing you to dive into the cloud and grab all that you need, regardless of Windows or OS X ownership, and bring them direct to your tablet experience.

Turning a tablet into your computer may not seem like a far stretch, but what about transforming your smartphone into the core module of your tablet or laptop that contains all the Wi-Fi, memory, and storage you need to operate. ZDNet’s James Kendrick (@jkendrick) provides an overview of the Galaxy S3 and S4’s capabilities to provide make this type of integration come to life.

As advancements and integrations continue to evolve, the transformation toward hands-free technology becomes a real reality—solutions that work at the literal blink of an eye or focused thought, operating at the will of the consumer. Not sure we’re there yet? Developments of the smartwatch—wearable and watch-sized smartphone-like technology—are already advancing to the point of answering a call at the cup of your hand to your ear.

Make CRM Social, and Cloud-Based 

Is your CRM keeping up with the patterns of your customer base? As your customers become increasingly social and mobile, you must be knowledgeable of their patterns, proactive in monitoring their behaviors, and reactive in forming solutions that naturally fit into their lifestyles in order to gain valuable insights into their idea of a customer experience.

Destination CRM’s Connor Marsden (@ConnerCMarsden) notes why social integration with your CRM system is a good idea for keeping up:

  • Discover customer trends.
  • Gain direct feedback and insights.
  • Engage with your customer base through taking action on ideas, recommendations, and other opportunities.

Integrations with CRM provide fuller profiles of each customer within your existing CRM and should be built into your business based on strategic foresight and considerations, Marsden explains.

Maria Minsker (@MariaMinsker), also from Destination CRM, builds on the need for strategy in social CRM integration, keeping the customer at the forefront—“Social CRM should be about the people, not technology.” Use Social CRM to your advantage, and make note of the clues the tools can provide to give your employees the insight they need to increase sales and customer loyalty.

Make your CRM work for you, and your employees. Capable of assisting employees across departments to provide a wide variety of insights, take your CRM solution to the cloud and make the knowledge it contains accessible to even your most remote workforce employees.

In the News

This month’s headlines also included product advancement announcements, revisions, and calls for change.

Did we miss an important technology story this month? Let us know and share a link in the comment section below!

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About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — stay...read more