Remote Work Considerations – Illicit Applications and Shadow IT

Having provided virtual desktop and infrastructure solutions for over 11 years Evolve IP has seen a massive shift take place in the way IT is providing applications to end users.  11 years ago, customers were utilizing 90% client-server based software.  Meaning companies would acquire a server, whether physical or virtual, install the application and then install the client on each user’s desktop.   

Now, fast forward to today and I would argue that the number is down to around 25%. So, where are all those applications moving?  It should be no surprise when I write ‘Software as a Service’ (SaaS).  Companies like Salesforce.com, ADP, Concur, Outreach are all delivered via a browser with no software to install. 

For the purposes of this post, I’ll be using the term “before” to describe how applications were delivered to end users in the “old days” and “after” to describe how applications are delivered now.  Our first post looked at the changing role of Active Directory, the second showed how SaaS has caused IT to play Defense in the Wild West, and last we looked at BYOD and Remote Work. 

Today, is the granddaddy of IT subterfuge … Illicit applications and Shadow IT 

Just a few years ago, when it came to application implementation, IT held all the power.  If Marketing wanted a new CRM, IT would need to technically bless the app, deploy it and then finally provide credentials to each user.  Obviously, this is a very inefficient process and one of several reasons for the explosion of SaaS-based applications.   

Application provisioning has dramatically changed with the explosion of SaaS. Today, that same Marketing team can deploy an entire tech stack in an afternoon with a credit card. Because there is little if any dependence on IT, organizations are finding more and more instances of “shadow IT”.  In essence, functional areas are going out and utilizing applications without oversight from IT which leaves the organization extremely vulnerable.   

Organizations have begun writing policies to try and curb this adoption but increased pressure from the business is causing employees to resort to what they think is best to achieve their specific needs losing sight of the overall impact to the business. Training and education workshops help, but IT leaders are left scratching their heads on the best way to deter this behavior. 

Remote Work Considerations – Securing the New Corporate Network

Evolve IP has developed a comprehensive solution that addresses the needs of the IT and the business. Workspaces enable mobility and security and give employees the tools they need to do their jobs in ways that make them more productive than ever.

Enter Workspaces

Evolve IP has been working diligently to address the security defenses needed for businesses dealing with SaaS and Legacy line-of-business applications.  

Evolve IP Workspaces include: 

• Active Directory Integration – Control access to legacy and SaaS applications through AD 
• Multi-factor Authentication – Increase security posture by requiring a second form of authentication 

• BYOD Friendly – Allow employees to use any device while maintaining security controls 
• Custom Toolbelt – Users get just the tools they need, the way they want them, increasing efficiency 
• SSO and Self-Service Password Resets – Users adopt, and adhere to technologies that make their lives easier 
• Full DaaS capabilities for power users 

Enjoyed this post? Download all four sections of the Remote Work Considerations - Securing the New Corporate Network brief here. For more information about Workspaces please visit www.evolveip.net/workspaces or give us a call at 855-481-3798 for a demo. 

Source: https://www.evolveip.net/blog/remote-work-considerations-illicit-applications-and-shadow-it

2023 Buyers Guide

Get Listed

Analytics

Page: 12

1.)	3Fiftynine CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams

2.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.)

Alvaria Noble IQ Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.)

BPA Quality Call Center Quality Monitoring Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.)

Call Tracking Metrics Automate insights from all your customer communications There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park. Use conversation analytics to: • Build your ideal customer profile • Optimize your sales and customer service processes • Maximize your resources to focus on quality conversations • Identify trends and customer sentiment in real-time

6.)

CallFinder CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more)CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client services with tailored, one-on-one training and guidance. Our analysts assist in transforming your manual Quality Monitoring processes into automatically delivered scorecards, transcripts, and reports that measure key business metrics to help you manage your business and contact center operations.

7.)

ComSys S.A. CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more)CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

8.)

Consilium Software Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more)The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and operational analytics in a way that will make a meaningful impact on organizations’ ability to optimize performance and deliver exceptional customer experience (CX.) Consilium UniInsight™ is an intuitive business intelligence reporting and analytics solution which can combine data from Cisco and non-Cisco data sources to simplify custom historical and real-time reporting. The purpose of analytics and business intelligence is to provide the tools and best practices for the analysis of information to improve and optimize decisions and performance, and with UniInsight™ we help you get that done with the least amount of stress, and in the shortest possible time. UniInsight™ helps businesses to analyze and track key business metrics in real-time, make changes to the anticipated contact volumes, and thus optimize workforce productivity and customer service SLAs. In most situations, new customized reports and dashboards can be built and run within seconds as we use pre-aggregated, processed data which is optimized for fast results. There is an easy drag-and-drop design for rapid customization of both, reports and dashboards. • DIY custom reports and real-time dashboards to analyze and track key business metrics in real-time, anticipate contact volumes, and optimize workforce productivity. • Integration with multiple data sources using OLAP cubes from multiple data sources for slicing and dicing of data. Online analytical processing (OLAP) provides an optimized environment for multidimensional analysis. • Intuitive report designer tool for ease of creating custom reports and dashboards without the need for the users to know SQL or database schemas.

9.)

CUSTOMER SQUARE CROSSCRM.CX - CRM Dataviz Module CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf PLUS ! Automated extracts for integration to third party applications.

10.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

11.)

DialogTech DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more)Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get all the pre-call data on the caller and the marketing interaction that drove the call. This helps inform your call routing, the conversations your agents have with customers, and, with AI, your marketing team can analyze conversations to help them take the best actions to drive better quality sales calls to the call center.

12.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more)eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts. All this capability is delivered in a solution that’s easy to deploy, manage, and optimize. Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true omnichannel management.

13.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.)	ethosIQ, LLC ethosAnalytics ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.)

Lieber & Associates Contact center Analytics and Metrics Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.)

Navedas CSAT.AI CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office. CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location! CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications. CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.)

OpsTel Services VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more)With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance for profiles across the enterprise *Out of compliance activity is easily identified through data accuracy

18.)

Pointel CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center efficiency. This helps contact centers optimize employee engagement, operations, and customer experience.

19.)

PRILINK SIP-Trunk Demarc Monitor Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.)

Vads Social Media Analytics Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions. Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division. Key the activities involved: Analyzing net sentiment score Qualitative and quantitative of sentiment analysis Measure the emotions (6 Emotions) of the consumers Mapping out all potential advocates Measuring a nationwide consumer sentiment Unlimited data extraction & cleaning Customized positive and negative keywords Qualitative and quantitative insights & report writing Measuring the consumer sentiment

 

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