Peer-Driven Insights

Contact Center & Telecom

About this topic

A contact center is a facility or department that handles customer communication and support, while telecom encompasses the technologies and systems used for long-distance communication, including voice and data transmission. Both areas are essential for facilitating effective communication and customer interactions in the digital age.

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CrowdStrike Outage: Impact And Recovery

From grounded flights to stalled out supply chains, the recent CrowdStrike Windows outage caused major disruptions across the globe. Read on to find out how Gartner Peer Community members were impacted, and how they're responding.

CrowdStrike Outage: Impact And Recovery

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Chris Oehlerking

Honeywell

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Emergent Biosolutions

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ISACA

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Community Posts

What's a quick win for optimizing spend? What's been your focus or "lowest hanging fruit"?

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Which tech conference do you intend to attend in person next year or have already participated in this year, and what motivated your choice?

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Is there an online course/training/program that has really made a huge impact on you and your career?

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With AI Chat having publicly exploded on the scene in the past few months, though still very early days, where do you see it being most disruptive in your business?

Sales/Marketing20%

Competitive Analysis38%

Product Innovation25%

Training10%

Business Forecasting3%

Other (please note in the comments)1%

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How do you see AI benefiting IT departments and managed IT services provider in the future? Will it eliminate jobs or shift jobs in positions to work with AI?

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How are you facilitating the "whiteboard experience" remotely? Are there Zoom integrations or new tools that are helping to replicate that level of collaboration?

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What are your thoughts on MIT Researchers’ developed new method that uses Artificial Intelligence to Automate the Explanation of Complex Neural Networks? Will this bridge the gap of the transparency, explainability and contestability (TEC) in GenAI, thus improving adoption?

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What is your company using for real-time translation for online and in-person meetings? We are a global company and work with teammates across the globe. We currently use an interpreter, but wanted to see if there were solutions out there that can do this automatically. I saw a demo of Copilot + PC and they did this on a video call, but I don't believe it's released yet. We currently don't use Teams.

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What is the definition for Priority 1 (P1) and Priority (P2) incidents?

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CIOs, What is your digital transformation priority for this year?

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What has your experience been when reviewing 3rd party vendor innovation/solutions, not just the pitch (which I am sure was mind blowing) but actually looking under the hood at the tech: For the most part, has it been:

Better than expected12%

Exactly as expected61%

Not as good as expected26%

Nothing but vaporware1%

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If you have Service Now what are you looking to improve or invest in the next six months?

Incident & Task23%

Problem & Change50%

Knowledge46%

Catalog28%

Continues Service Improvement (CSI)21%

Project & Risk16%

Automation18%

Integrations with other Systems14%

Customer Sentiment (CRM)1%

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What is the standard billing practice by the Contact Center providers in the cloud-based environment? What are typical bundling options, basis of payments, etc ?

How is cyber security insurance managed in financial institutions; is it managed by ERM or CIO- cyber risk team?

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What are your thoughts on SaaS management platforms (SMP)?

Who do you use to run your Investor Relations calls quarterly or after annual results? I mean by this, providing a platform where the CEO/CFO speak to the investor community, slides and audio are coordinated and broadcast via a site upon which interested parties must register beforehand.