Welcome!

Server Monitoring Authors: Liz McMillan, Carmen Gonzalez, Ken Schwaber, JP Morgenthal, Pat Romanski

Related Topics: Server Monitoring, Microsoft Cloud, @CloudExpo

Server Monitoring: Opinion

SaaS Solutions Make Customer Service “the Other R&D”

Echopass

The Wall Street Journal recently reported that  research and development spending is holding steady in the current economic slump. According to the Journal, companies spent nearly as much on R&D in Q4 2008 as they did a year earlier. Why? Because companies are wary of emerging from the recession with obsolete products. The reasoning is understandable, but it's half-baked. What else should companies be wary about? Emerging from the recession without customers to buy their products.

Put another way, customer service is "the other R&D," a business function that can't be ignored in a downturn. Now, most enterprise organizations recognize the need to improve their customer service to be competitive. Fewer enterprises, however, have had the money to do so - until now.  The rise of software-as-a-service (SaaS) solutions that improve customer service is giving companies a viable, reliable way to bolster that service without breaking the bank.

Traditionally, a company seeking customer service improvements would spend a lot of money up front on its telephony and contact center infrastructure before it started to reap any benefits. A company with 1,000 to 2,000 customer service agents could easily spend $10 to $15 million on contact center equipment over a 12- to 18-month period. And don't forget the time and expense needed to hire and retain specialized technical personnel to maintain infrastructure.

Today, the global economy and competitive pressures are making companies think twice about those kinds of dollar investments and payback periods. Companies are looking for alternatives. Money for capital expenditure is harder to get. Even if a company can get the CapEx money, most projects won't clear the ROI hurdle - producing enough ROI and producing it fast enough - to gain approval to spend the money. Actually, time to value may be the more important consideration. Companies that need to improve customer satisfaction need to improve it now, not in 12 to 18 months.

SaaS, or hosted contact center technologies, solve both the CapEx and the ROI issues. Provided as an on-demand service running securely in an off-premise location, the hosted contact center eliminates CapEx investments as well as staffing requirements to maintain the solution. The enterprise need only pay a monthly service fee for a solution that delivers the enterprise-class stability, performance, and service level agreements that used to be the exclusive domain of multi-million dollar, on-premise solutions. Better, the hosted call center delivers an immediate return.

Of course, the call center isn't the first SaaS solution to arrive on the scene. SaaS has proven its enterprise capabilities through the pioneering efforts of on-demand service providers such as Automatic Data Processing (ADP) and SalesForce.com.

And SaaS popularity continues to surge. According to a recent Gartner survey, 90 percent of polled enterprises around the world are planning to maintain or increase their investments in SaaS, with the majority expecting to increase their use of SaaS. The driving factors? Cost-effectiveness and ease of deployment. Not surprisingly, Gartner says the current recession could push even more companies toward SaaS solutions, as firms cut discretionary spending in 2009 and 2010.

For the sake of the enterprise, customer service must be recognized as one of the core competencies - along with R&D - that can't be ignored, in any economic environment. The rise of SaaS solutions ensures that companies can respond to the demands for improved customer service with an on-demand solution with no CapEx costs and rapid ROI.

More Stories By Vincent Deschamps

Vincent Deschamps provides overall direction and operational leadership for the company. Deschamps is a proven manager with rich sales and marketing experience, and has excelled at several of America's leading telecommunications and hosted services companies over his career. Prior to Echopass, Deschamps was vice president of sales for AccessLine, where he led that company's successful efforts in the hosted mobility services market, most notably developing a key relationship with Hewlett-Packard. Previously he served as general manager/vice president for Avaya's worldwide Unified Communications line of business where he developed the business strategy, go-to-market plan, and sales efforts for Avaya's market-leading Unified Messaging product line. Deschamps holds a B.A. in marketing and economics from C.W. Post Campus of Long Island University, New York.

@ThingsExpo Stories
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
"MobiDev is a software development company and we do complex, custom software development for everybody from entrepreneurs to large enterprises," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5–7, 2018, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buye...
"There's plenty of bandwidth out there but it's never in the right place. So what Cedexis does is uses data to work out the best pathways to get data from the origin to the person who wants to get it," explained Simon Jones, Evangelist and Head of Marketing at Cedexis, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
SYS-CON Events announced today that Evatronix will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Evatronix SA offers comprehensive solutions in the design and implementation of electronic systems, in CAD / CAM deployment, and also is a designer and manufacturer of advanced 3D scanners for professional applications.
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics gr...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things’). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing? IoT is not about the devices, it’s about the data consumed and generated. The devices are tools, mechanisms, conduits. In his session at Internet of Things at Cloud Expo | DXWor...
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution. In his session at @ThingsExpo, Akvelon expert and IoT industry leader Sergey Grebnov provided an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
SYS-CON Events announced today that Synametrics Technologies will exhibit at SYS-CON's 22nd International Cloud Expo®, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Synametrics Technologies is a privately held company based in Plainsboro, New Jersey that has been providing solutions for the developer community since 1997. Based on the success of its initial product offerings such as WinSQL, Xeams, SynaMan and Syncrify, Synametrics continues to create and hone inn...