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June/July 2019
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Organizational Design Determ
Nortel Notes By Pat Patterson
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DAVE t’s become an annual tradition to publish PATTER
The Latest
The Latest Podcasts
COLWELL
PAGE 15 GEORGE PAGE 23 my views on communications industry
trends and how they will impact key user
V
in the DigIitaDl Age tion ● Mobility 12 Cloud Questions
COLWELL RUFFIN
S
ould Ask Itself
h
Chief Technologist and President groups like enterprise. While looking back
Telecom Management Success
of Pryme Radio Telecom at previous forecasts, it occurred to me how
www.pryme.com integral history is to future development.
emand for cloud services con
PATT surge, driven by corporations to come as communications continue to
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many lbaarcgkeecnodmcopmanmieusniacraetion systPemATsTaEnRdSON continues data. In addition, with ever more elaborate
ate cloud, while slowing their
ud.
communications capabilities (voice, email, SMS, mobile app messaging, online
estimate, companies with
ployees use an average
You
PCI Compliance
chat, data sharing, video streaming, etc.),
expanding remote/mobile workforces and
serviceris,in“rgatnragffiincgvforloumes, the landscape has
the Contact Cen
become increasingly complex, creating
RSON continues on page 21 ›› operational challenges.
Don’t Let Your C
Rather than patching together disparate
systems, the trend is to unify mobile
pliance in
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to integrate pl
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rove employee experience by consolidating programs into single hands-
as well as impT
MELENDEZ he PCI Security Standards Co free communication devices.
Application program interfaces (APIs)
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r t i fi c i t a h l a i nt t a e c l l c i g e e p n t c c e r e d i t c a r d p a y m e (AI) is another disruptive technology
enhanced by a
by Will Melendez,
Executive Vice Presidheonsttooff developments into motion f
that’s changing the face of enterprise
Global Sales at Voicet4hNaettutilize contact centers—and co
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Complacency
personnel to communicate in almost any
way on just about any device.
r
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ency
These days, businesses are looking to
enhance and hyper-personalize customer
experience.
by Will Melende
Executive Vice P
Multi-purpose communication devices
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Services for Ava
VIEW
The Latest Podcasts
PAGE 15
Organizational Design Determines Telecom Management Success
PAGE 23
Nortel Notes Telecom
D
how secure is the clo predict security pro security services will by 2019.
With recent high companies like Sony agencies, cloud secu
As we said in Aug cloud’s flexible OpE a subscription-base totally grasp the imp cloud. This can lead well-founded) fears solution. As a result, investing in the priv use of the public clo
According to one more than 1,000 em of 1,154 cloud-based
PATTE
PCI Com the Cont Don’t Let Be Foole Complac
The PCI Securit established stri that accept cre host of development that utilize contact c
A new sound
standard
When talk matters
emand for clo surge, driven
in software fle
The Sennheiser SDW 5000 Series is a flexible range of wireless headsets offering users rich and natural sound, enhanced security and triple connectivity. The two- microphone noise-cancelling system
and own-voice detection technology
work seamlessly together to guarantee exceptional speech intelligibility with every call. Manage all calls and devices with ease with this award-winning DECT headset providing a flexible choice of wearing styles and an array of smart features to increase productivity.
www.sennheiser.com/sdw-5000
M
evo
lve
.
in software flexibility and sca how secure is the cloud? No surpri
By Pat Patterson, Director of
SON
The Birth of Mobile
Services for Avaya
predict security products and clou
Communications
security services will be a nearly $9
In 1996, the first commercial push-to-talk
by 2019.
(PTT) service over cellular infrastructure
ud services continues to
With recent high profile cyber-at
(PoC) was introduced in the U.S. and users
by corporations interested
began incorpocroamtinpgaPnTieTs alipkpeliScaotnioynasnodn U.S. gove
xibility and scalability. But
smartphones.agencies, cloud security is in sharp
ud? No surprise, analysts
Since then, PTT has continued to
As we said in August, the C-suite
ducts anmdactuloreu,dp-rbimasaeridly driven by the advent
cloud’s flexible OpEx model (often
be a neoaf rLloyn$g9TberilmlioEnvomluatiroknet(LTE) networks,
a subscription-based cloud service)
which evolved from digital narrowband
totally grasp the implications of ad
technologies and its analog predecessor.
profile cyber-attacks at
When PTT beccloamude.PThoCisancdanbulesiandestsoeswell-founde
and U.S. government
integrated the use of smartphones and
well-founded) fears about the secur rity is in sharp focus.
tablets optimized by advanced PTT
solution. As a result, many large co ust, theaCcc-esusoitreielsi,ktersuethmeobile communications
investing in the private cloud, whil x model (often deployed as
was born.
Over the last two decades, most
use of the public cloud. d cloud service) but may not
enterprises haveAbcecomrdeinengtrteonochnedestimate, comp lications of adopting the
w i t h b r o a d b a n m d o a r n e d t h w a i r n e l 1 e s , 0 s 0 s e 0 r v e i mc e p s l o y e e s u s e a n
to well-founded (and not so
using mobile devices and applications,
of 1,154 cloud-based services, “ran about thbuetsmecaunryithyavoefyaetcltouindtegrate them with
d
i
n
Global Sales at
to
(www.voice4net
established strict guidelines fo
communications and customer experience.
(www.voice4net.com)
for resellers of contact center soluti
Businesses already deploy Chatbots in
compliance mandates are rigorous,
messaging apps to assist customers,
y Standards Council has
compliance can be debilitating, and
and smart APIs even enable real-time
ct guidelines for companies
leniency being offered to violators.
dit card payments, setting a
The extent of organizations that
6/19/19 9:36 AM
s into motion for industries
to PCI compliance is staggering. M
enters—andconGseEqOuReGnEtclyo,ntinuesonpage 11
million businesses in the United St
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for resellers of contact center solutions. PCI
card-based payments, through onli compliance mandates are rigorous, fees for non-
compliance can be debilitating, and there is little
leniency being offered to violators.
subject to PCI DSS (Data Security
and voice communications, and ar
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