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What Exactly is a Trusted Advisor? Exploring Insights from 27 Years in Sales Leadership

What Exactly is a Trusted Advisor? Exploring Insights from 27 Years in Sales Leadership

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Keith co-founded Cloud Communications Group in 2009. He leads the company’s vision and strategy execution and has a track record of building high-performing teams that have successfully delivered profitable growth to public and private equity shareholders.

He has held various executive leadership positions in sales and operations over the past 26 years. Most recently, Keith served as Senior Vice President of North American Sales at Masergy where he led sales through two successful acquisitions. Prior to Masergy, Keith served in several senior sales leadership roles at McLeodUSA, PAETEC, airBand, as well as Senior Vice President of Sales at Allegiance Telecom.

Keith earned a Masters of Business Administration from Southern Methodist University’s Cox School of Business and a B.A. from Stephen F. Austin State University.

Striking Out to Strike Gold

Throughout my 27-year career in sales leadership within the technology sector, I’ve had the privilege of working with remarkable companies considered best in class. Despite this, the products and services I represented often fell short of solving the precise problems my prospects faced – whether due to budget constraints, implementation timelines, billing issues, or simply not being the right fit.

In my pursuit, I always sought to grasp the business impact of my clients’ challenges to determine if we could provide a solution. If not, we aimed to disengage swiftly, recognizing the value of not wasting time. When I sit back and think about it, I’m actually reminded of the game of baseball in that I would lose more than I would win. Derek Jeter said baseball is “a game of failure. If you fail seven out of 10 times people think you’re great.”. Sales, it seems, follows a similar pattern, or at least it did.

However, there’s a current shift in technology, particularly in procurement models. Rather than merely selling a service, a new breed of solution providers known as Trusted Advisors has emerged. These advisors don’t represent specific products but rather an entire spectrum of industry services. They function as extensions of your team, focusing on delivering tangible business outcomes and guiding you through the complexities of the rapidly evolving IT landscape. They collaborate closely with your team, from design and procurement to implementation and ongoing support. In essence, a Trusted Advisor becomes the ultimate ally for a Chief Information Officer (CIO).

The Transformative Landscape of Technology Procurement

Several factors are facilitating this shift:

  • Technology providers are moving towards utilizing sales agents/partners to cut costs, stepping away from dedicated sales and support.
  • Enterprise clients are outsourcing services to concentrate on their core competencies, relying on experienced partners for strategic advice and support.
  • Services are evolving rapidly, with new offerings such as Cloud, Zero-Trust, IoT, and SD-WAN. Businesses are increasingly seeking comprehensive solutions or as-a-service options due to the swift pace of change in IT.

These dynamics are prompting an evolution in the partner ecosystem, ultimately benefiting today’s businesses through increased competition.

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Empowering Enterprises through Trusted Partnerships

Enterprise clients must acknowledge this transition and recognize the value Trusted Advisors bring. By entrusting advisors with technology audits, solution research, provider selection, and ongoing account management, enterprises can focus on innovation while ensuring a high return on investment.

For me, the focus has shifted away from whether my product or service fits the bill. Now, I have the opportunity to truly listen and learn from my clients, striving for a perfect batting average. By collaborating closely with clients, I can help deliver technology solutions that address real business challenges, which is an immensely gratifying experience.

Revolutionizing IT Procurement: Cloud Communications Group’s Role

Cloud Communications Group, as a technology expense management and IT advisory firm, serves as Trusted Advisors to our clients. We are revolutionizing IT procurement by saving our clients time and money, leveraging cutting-edge as-a-Service platforms to drive key business outcomes. Contact us today to embark on your journey towards transformative IT solutions.

CCG to Sponsor Brother Bill’s Wild Game for Dallas Clay Shoot Classic

CCG to Sponsor Brother Bill’s Wild Game for Dallas Clay Shoot Classic

This coming May, dozens of representatives from companies all over the DFW metroplex will gather at Elm Fork Shooting Sports to support a great cause.

Brother Bill’s Helping Hand, a nonprofit organization that has served Dallas since the 1940s, hosts several fundraising events throughout the year to support their cause. One of the initiatives that Brother Bill’s places a special emphasis on is providing underprivileged communities with access to protein, an essential nutrient that many people in West Dallas lack access to. Brother Bill’s strives to make protein more accessible to these communities by partnering with North Texas food banks to distribute helpings of protein-rich foods to families in need. Nutritious, well-balanced portions of groceries can also be obtained at no cost from the Brother Bill’s grocery store for families who live in the West Dallas area. To help further their cause, free cooking classes and health promotion sessions are offered to educate the public on living healthier lifestyles.

To support this initiative, Brother Bill’s hosts Wild Game for Dallas, a fundraising event that brings together philanthropists from the Dallas/Fort Worth area to enjoy a day of clay shooting, live music, delicious food, and several prize auctions. Several sponsorship packages are offered to organizations who want to promote their business while supporting the Wild Game initiative. Underwrites are also available for companies looking to help cover the costs of the event.

This year, the Wild Game for Dallas Clay Shoot Classic features an agenda full of plenty of networking opportunities as well as plenty of opportunities to show off your marksmanship skills. The day begins with a catered Chick-Fil-A lunch then jumps into the clay shooting tournament, which has teams of 4 shooters moving between stations to test their clay shooting skills. After a full day of shooting, attendees will enjoy a fresh wild game dinner prepared by Chef Matt Balke of Encina, an upscale restaurant that focuses on using farm-fresh ingredients. Custom cocktails, prize auctions, and live music will wrap up the day to make an unforgettable experience.

Last year, CCG sponsored Wild Game for Dallas for the first time in company history, and the team had a great time participating in this incredible event. If you’re interested in joining CCG in sponsoring this year’s event, contact us today to get in touch. We can’t wait to return to the shooting gallery this year to support Brother Bill’s Wild Game initiative once again!

CCG’s Keith Hatley Honored with Ranking in Channel Futures’ Best Technology Consultants 2024

CCG’s Keith Hatley Honored with Ranking in Channel Futures’ Best Technology Consultants 2024

DALLAS, March 4, 2024 – Channel Futures recently published Technology Advisor 101, a list that highlights 101 technology advisors across the nation who are recognized for their expertise and commitment to delivering high-quality customer experiences. This year, Keith Hatley of Cloud Communications Group was officially recognized as one of 2024’s top performers in this space, and he believes that this recognition further validates the IT advisory business model.

This year’s winners were selected via a unique peer nomination process that factors in nominations from both channel suppliers and last year’s Technology Advisor 101 honorees. This ensures that every nomination features inputs from people who work directly with the nominee and from industry experts who recognize the quality of their work. To qualify for this recognition, nominees must work as customer-facing partners in a company that operates with an agency model.

“Customers are increasingly turning to advisors for their technology road maps, especially as they embrace as-a-service software and infrastructure,” said Keith Hatley in an interview with Channel Futures. “We’re excited for the advisory model to gain more notoriety in the larger indirect sales channel among IT vendors.”

Cloud Communications Group is the brainchild of Keith Hatley and business partner Chris Moffett; both were veterans in the IT industry for over 20 years before founding CCG in 2009. Their goal was to build a team of IT industry experts who act as long-term partners for businesses looking to optimize their IT infrastructure, and for the past 15 years, they’ve helped organizations across the nation reach their business goals with their technology solutions. CCG also uses a vendor-agnostic approach to IT advising that allows them to create customized solutions that deliver maximum results with minimum spend.

CCG’s success in this space hasn’t gone unnoticed; both industry leaders and colleagues alike have high praise for Keith Hatley’s work as an IT advisor.

“Keith is an industry veteran who supported the channel in his days at Masergy only to transition to be a successful TA (technology advisor),” says Courtney Humphrey, CEO of Opex Technologies, a technology advisory firm based in Raleigh, North Carolina. “His focus on the enterprise space sets him and his organization within a small group of elite TAs.”

Channel Futures will honor Cloud Communications Group and the rest of the 101ers at the Channel Partners Conference & Expo, where they will join last year’s finalists at an exclusive reception recognizing the best technology advisors in the nation.

For more information on this year’s official winners, visit the official Channel Futures website: https://www.channelfutures.com/connectivity/best-technology-consultants-2024-a-k

Navigating the AI Revolution: A Strategic Guide for IT and CX Leaders

Navigating the AI Revolution: A Strategic Guide for IT and CX Leaders

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TylerDool

Tyler Dool serves as the Vice President of Business Development at CCG, an IT Advisory and Expense Management Firm dedicated to optimizing IT planning, purchasing, and implementation processes for companies. With a decade of experience in designing innovative solutions, Tyler has focused on leveraging AI-powered technologies to transform customer experiences and increase operational efficiencies in various industries. 

By Tyler Dool

Navigating the New Frontiers of IT with Generative AI

In today’s rapidly evolving technological landscape, the role of IT leaders is increasingly complex and critical. Tasked with navigating through continuous innovation, these leaders must identify and leverage technologies that offer tangible business value. Generative AI stands out in this context as a key technological advancement, offering substantial potential to enhance business operations and strategy. It represents a significant opportunity for IT to assert itself as a vital contributor to enterprise-wide growth and efficiency.

At CCG, we envision a world where IT leaders are empowered to make faster, smarter decisions. We demystify complexities and illuminate the path forward with generative AI, enabling IT to lead the charge towards innovation and growth.

The Transformative Impact of Generative AI on Customer Journeys

Generative AI is revolutionizing customer journeys, bringing unprecedented personalization and efficiency. It shifts customer service from a reactive model to a proactive and predictive approach, transforming interactions and elevating customer satisfaction.

Personalization at Scale

Businesses are leveraging generative AI to drive personalization, which is crucial in sectors like retail and eCommerce. AI models analyze customer data, including purchase history and browsing behavior, to provide personalized shopping recommendations. This level of personalization not only enhances the shopping experience but also significantly boosts sales. In healthcare, generative AI aids in patient data generation and analysis, contributing to personalized treatment plans and clinical decision support, thus improving patient care and outcomes.

Predictive Problem-Solving

Generative AI’s predictive capabilities are being used to proactively solve customer problems. In eCommerce, AI-based chatbots collect reviews from various domains, assisting customers in making informed purchasing decisions. AI tools also notify customers about low-stock items and provide dynamic notifications, enhancing the shopping experience. Price matching with generative AI offers customers cost-effective decisions by comparing prices across platforms, thereby improving customer satisfaction and loyalty.

Expanding the Scope of Conversational AI

Generative AI is increasing the scope of conversational AI. An example is Nuance, now part of Microsoft, integrating ChatGPT into its conversational AI platform. This integration allows virtual agents to provide informed fallback responses when encountering untrained queries, helping to automate more customer queries and keep self-service interactions on track. Such advancements in conversational AI demonstrate the technology’s growing versatility in customer service applications.

Automating Complexity

In sectors such as banking and retail, generative AI plays a pivotal role in automating routine customer inquiries, thus allowing human agents to focus on more complex and high-value tasks. In banking, AI-driven solutions manage customer queries efficiently, leading to reduced operational costs and improved customer satisfaction. In retail, AI-powered chatbots handle basic customer service tasks, from answering FAQs to processing transactions, thereby streamlining customer service operations and providing a responsive and engaging customer experience.

Strategic Implementation for Business Growth

A strategic approach to implementing generative AI is crucial for realizing its full potential. According to Deloitte, the most productive uses of generative AI focus on enhancing employee productivity, knowledge, and creativity, driving enterprise innovation. This approach is favored by 64% of CEOs who are under pressure to speed the adoption of generative AI to stay competitive. However, shoehorning generative AI into processes without a clear strategy is unlikely to yield significant benefits. Instead, a focused implementation that leverages generative AI’s unique capabilities can solve existing problems and help businesses differentiate themselves from competitors.

AI-Infused Call Centers and Customer Service

AI-infused call centers are a prime example of how businesses leverage generative AI to enhance customer experience. Bots, powered by AI, can handle certain aspects of customer experience directly, improving service speed and quality. For instance, AI bots can effectively manage the first line of contact in customer calls or online engagements. These bots use and understand natural language, routing customers to the correct human agent or assisting them directly. This technology not only provides better and faster service to customers but also offers businesses more granular data about their customer interactions, leading to more informed decision-making.

Reshaping Business Functions with Generative AI

Generative AI can deliver 30% to 50% efficiency and effectiveness gains across various business functions, including customer service, marketing, and software development. For example, a bank’s call center that implemented generative AI reduced the duration of its customer-service consultations by nearly 50%, enhancing both employee and customer satisfaction. Technology is also extending to fields like field services and engineering, demonstrating its wide applicability and transformative potential.

The Role of Governance in Scaling AI

Effective governance is crucial for scaling AI implementations. This involves defining the business’s vision, identifying potential risks, and validating performance. For instance, CarMax employed a systematic, enterprise-wide approach to generative AI, prioritizing governance to ensure controlled and effective usage. One of their prominent applications is a tool that adds AI-generated content to vehicle research pages, summarizing thousands of customer reviews to inform potential buyers quickly.

CCG is Leading the AI Revolution in Customer Experience

As generative AI continues to advance, it offers businesses unprecedented opportunities to enhance customer experiences, streamline operations, and drive innovation. At CCG, we are committed to guiding IT leaders through this transformative journey, helping them to integrate AI into their existing IT infrastructures effectively.

In this new era, IT leadership is redefined. It’s about leveraging AI for not just efficiency but strategic business outcomes. CCG stands ready to partner with you, ensuring that your organization not only keeps pace with the AI revolution but also leads it.

The future of IT in the AI era is an opportunity for transformative growth and innovation. We look forward to being your partner in this journey, helping you harness the power of AI to create a future where technology and human experience converge to create something extraordinary.

  • Deloitte Insights. “Generative AI for business growth.” Deloitte. Deloitte Insights
  • BizTech Magazine. “Leverage AI Customer Service to Drive Business Outcomes.” BizTech Magazine. BizTech Magazine
  • BCG. “Turning GenAI Magic into Business Impact.” BCG. BCG
CCG Officially Recognized in 2023 SMU Cox Dallas 100 Rankings

CCG Officially Recognized in 2023 SMU Cox Dallas 100 Rankings

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DALLAS, November 10, 2023 –For the first time in company history, Cloud Communications Group has been officially recognized in this year’s Dallas 100™ as one of the fastest-growing privately held companies in the Dallas/Fort Worth metropolitan area. The SMU Cox School of Business has hosted the Dallas 100™ every year since 1989 to celebrate DFW-based companies that have displayed rapid growth in the previous three years. For CCG, this honor signifies that the company is moving in a positive direction.

“We believe that earning this recognition further validates CCG’s business model,” said Keith Hatley, one of the co-founders of CCG. “Working with trusted and industry-experienced IT advisors that serve as an extension of their team rather than working with salespeople that need to make a quota allows our clients to achieve their technology objectives more efficiently and more cost effectively.”

Based out of Dallas, CCG specializes in providing IT advising and technology expense management to companies across multiple industries. Rather than acting as a service provider, CCG’s experienced team helps optimize businesses by gaining a thorough understanding of their long-term goals and providing actionable insights into their existing IT infrastructure. CCG works closely with its clients’ leadership teams to integrate the right solutions for their unique goals.

“We often see businesses looking for point solutions without realizing the potentially negative consequences absent an understanding of a longer-term vision,” said Keith Hatley. “We’re able to collaborate on that longer-term vision and map out solutions and processes to get our clients where they need to be.”

For more information on the Dallas 100 and the complete list of 2023 winners, visit their official site at https://www.smu.edu/cox/Centers-and-Institutes/Caruth-Institute-for-Entrepreneurship/Dallas-100 

Contact:

For media inquiries, contact Keith Hatley at [email protected]

How CCG Compares to Traditional IT Advisors

How CCG Compares to Traditional IT Advisors

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For businesses that rely on technology platforms to help them accomplish their goals, having the right IT Advisor by their side is essential. Trusted IT Advisors who source solutions and specialize in implementation support can make a difference in the optimization of your business’s operations. There are thousands of IT companies around the world that offer similar services, but our team at Cloud Communications Group stands apart thanks to a skillset that we have carefully developed since our inception 14 years ago. Here’s how our unique business values stack up compared to traditional IT Advisors. 

Our Seasoned IT Expertise Drives Business Outcomes

At CCG, we take pride in the collective experience we bring to every client. Our team is composed of experts who have built up years of unique skill sets in several fields, including sales, engineering, and cybersecurity, giving us a diversified outlook on delivering unique solutions. With former CIOs, CSOs, and other knowledgeable staff by your side, we’re confident that we can help you see a more macro perspective.

Years of seasoned IT expertise reside in our team, and we use our diversified industry expertise to formulate future-proof solutions for our clients. Looking to implement AI or automated business technology platforms? With CCG’s experienced team, we help companies drive business outcomes by offering unique perspectives on their IT infrastructure while discovering new ways to reduce costs.

We Optimize Businesses by Establishing Relationships 

Every business has a unique way of operating, and this also applies to the business technology platforms used to complete day-to-day tasks. We believe that the IT solutions we provide should be just as unique as your business, so we strive to establish relationships with your leadership team. This relationship-driven business model incentivizes us to formulate the strategies needed based on the time that we spend with your team. No matter where your business is on its digital journey, our team has the ability to meet you there and provide long-term consulting.

We’re Committed to Providing Long-Term Service 

At CCG, we do things differently; we’re committed to providing long-term IT solutions that extend long after the initial appointment. Although our team is capable of providing quick fixes to your business technology integrations, we specialize in creating long-term strategies for your business model. We also evaluate nonstandard solutions that have the potential to yield effective results; these solutions are formulated based on what our team gleans from learning about your business and team. Our relationship-driven approach to providing IT solutions ensures that you receive consulting that is tailored specifically to your business. With this, our team of experts can formulate a strategic vision for your business that can prepare it for long-term success. 

CCG Is Ready to Work with You 

With our team of experts at CCG, you can leverage the benefits of the technology solutions that we tailor to optimize your business operations while gaining an extension of your existing IT team. We use technology to solve problems; our consulting process involves us getting to know your business to provide the right solutions and support you through procurement integration and live cycle support. We’re in for the long haul, and with our expertise in the technology landscape, your business will never be left behind. Contact us today to begin your IT journey with CCG.

How Strategic IT Solutions Drive ROI: A CCG Guide for Technology Professionals

How Strategic IT Solutions Drive ROI: A CCG Guide for Technology Professionals

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In today’s competitive business landscape, Information Technology (IT) is a linchpin for operational excellence and cost optimization. Effective IT strategy does more than keep the lights on; it’s a critical asset that can elevate your entire enterprise.

Navigating modern business technology can be intricate, but that’s where we at CCG excel. We provide expert advice on IT integrations to refine business outcomes. Let’s delve into the specific ways tailored IT solutions can boost your operational performance while keeping costs in check.

Optimize Day-to-Day Processes

Technology plays a pivotal role in streamlining processes within organizations by automating repetitive tasks and optimizing workflows. It enhances efficiency and reduces human error, ultimately saving time and resources. With the right software solutions and integrated systems, businesses can achieve real-time data access and analysis, allowing for more informed decision-making. Additionally, cloud computing and collaboration tools enable remote work and foster greater flexibility, increasing productivity and responsiveness to changing business needs.

Elevate Customer Engagement with CCaaS

In today’s digital landscape, businesses can significantly enhance client engagement by embracing modern CCaaS platforms. These platforms leverage the latest technologies to offer seamless, omnichannel communication experiences. Features like AI-driven chatbots and virtual agents not only provide immediate responses to customer inquiries but also learn and adapt to customer needs over time. The cloud-based nature of CCaaS enables scalability, allowing businesses to handle high call volumes during peak periods without the need for costly infrastructure investments. Moreover, robust analytics tools integrated into CCaaS platforms offer valuable insights into customer interactions, helping businesses personalize their services and proactively address customer concerns. By harnessing the power of CCaaS, companies can build stronger, long-lasting relationships with their clients, improve response times, and ultimately increase customer satisfaction and loyalty.

Embrace Automation through AI and Chatbots

Incorporating AI-driven chatbots into your client engagement strategy is a game-changer in today’s tech-driven world. AI and chatbots provide businesses with the ability to offer 24/7 customer support, responding to inquiries promptly and efficiently. These chatbots can handle routine tasks, answer frequently asked questions, and even make personalized product or service recommendations based on customer data. As AI algorithms continuously learn from customer interactions, they become increasingly adept at understanding and satisfying customer needs, thus improving client engagement. Furthermore, the integration of AI allows for natural language processing, making interactions feel more human-like and conversational.

AI-driven chatbots are not just efficient; they also offer valuable insights through data analysis. By tracking customer interactions and behaviors, businesses can gain a deeper understanding of their client base. This data can be leveraged to personalize marketing efforts, provide targeted recommendations, and improve overall customer experiences.

Overall, AI and chatbots empower businesses to provide instant, personalized, and scalable support, leading to enhanced client engagement, increased customer satisfaction, and, ultimately, stronger customer loyalty.

Financial Transparency via CCG’s Expense Management Tools

A technology expense management platform is an invaluable tool for businesses seeking to optimize their operations and control costs. This platform streamlines the management of various technology expenses, such as telecom services, wireless, and cloud expenses. By centralizing the tracking and analysis of these expenses, organizations gain a comprehensive view of their technology spending, which is crucial for informed decision-making.

One of the key ways in which technology expense management drives efficiency is through automation. It automates the processes of invoice validation, cost allocation, and approval workflows, reducing the time and effort required for manual expense tracking. This automation not only minimizes the risk of errors but also allows employees to focus on more strategic tasks rather than tedious administrative work.

Moreover, the platform provides real-time visibility into technology expenses, enabling businesses to identify cost-saving opportunities. It helps detect billing errors, overages, or unused services, which, when rectified, can lead to substantial savings. Additionally, it assists in benchmarking expenses against industry standards and best practices, helping businesses negotiate better terms with vendors.

By providing actionable insights, technology expense management platforms empower businesses to make data-driven decisions, optimize their technology investments, and strategically allocate resources where they are most needed. The result is not only improved efficiency but also a significant reduction in unnecessary technology expenses, ultimately contributing to the bottom line and overall financial health of the organization.

Choose CCG for a Future-Ready Business

If you’re eyeing future success with a keen focus on efficiency and cost-saving, CCG is your go-to partner. Our experts are prepared to assess your current IT landscape, design a future-proof roadmap, and guide you through the seamless integration of transformative technologies. Reach out to CCG to set your business on the path to excellence.

CCG Ranks No. 1513 on the 2023 Inc. 5000   

CCG Ranks No. 1513 on the 2023 Inc. 5000   

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With Three-Year Revenue Growth of 381 Percent, CCG Ranks No.1513 Among America’s Fastest-Growing Private Companies

DALLAS, August 15, 2023 – Inc. revealed today that CCG ranks No. 1513 on the 2023 Inc. 5000, its annual list of the fastest-growing private companies in America. The prestigious ranking provides a data-driven look at the most successful companies within the economy’s most dynamic segment—its independent, entrepreneurial businesses. Facebook, Chobani, Under Armour, Microsoft, Patagonia, and many other household name brands gained their first national exposure as honorees on the Inc. 5000. 

“We are thrilled and honored to join the ranks of the Inc. 5000’s fastest-growing companies! At CCG, our agnostic approach as trusted advisors enables us to deliver unparalleled value-added services to our clients. This recognition not only affirms our unique business model but also underscores our unwavering commitment to exceptional service. A heartfelt thank you to our incredible team, our esteemed clients, and our dedicated service provider partners for making this prestigious award possible.” – Keith Hatley

The Inc. 5000 class of 2023 represents companies that have driven rapid revenue growth while navigating inflationary pressure, the rising costs of capital, and seemingly intractable hiring challenges. Among this year’s top 500 companies, the average median three-year revenue growth rate ticked up to an astonishing 2,238 percent. In all, this year’s Inc. 5000 companies have added 1,187,266 jobs to the economy over the past three years. 

For complete results of the Inc. 5000, including company profiles and an interactive database that can be sorted by industry, location, and other criteria, go to www.inc.com/inc5000. The top 500 companies are featured in the September issue of Inc. magazine, available on newsstands beginning Tuesday, August 23. 

“Running a business has only gotten harder since the end of the pandemic,” says Inc. editor-in-chief Scott Omelianuk. “To make the Inc. 5000—with the fast growth that requires—is truly an accomplishment. Inc. is thrilled to honor the companies that are building our future.” 

CCG has been delivering exceptional IT solutions to clients throughout the United States for the past fourteen years. At CCG, we take pride in guiding you through the entire process of acquiring cloud services that are tailored to meet your specific business needs. At our company, we value ongoing relationships with our clients. Even after agreements are signed, we remain committed to supporting them throughout the entire service cycle. Our goal is to maintain a strong and mutually beneficial customer/vendor relationship. Being included in the Inc. 5000 and ranked 89th for IT services in the southwest region is a testament to our expertise and dedication. We attribute our success to our partnerships and amazing clients who have put their trust in us with their technology needs.

CONTACT:

For media inquiries contact Keith Hatley at [email protected]

More about Inc. and the Inc. 5000 

Methodology 

Companies on the 2023 Inc. 5000 are ranked according to percentage revenue growth from 2019 to 2022. To qualify, companies must have been founded and generating revenue by March 31, 2019. They must be U.S.-based, privately held, for-profit, and independent—not subsidiaries or divisions of other companies—as of December 31, 2022. (Since then, some on the list may have gone public or been acquired.) The minimum revenue required for 2019 is $100,000; the minimum for 2022 is $2 million. As always, Inc. reserves the right to decline applicants for subjective reasons. Growth rates used to determine company rankings were calculated to four decimal places. 

About Inc.  

Inc. Business Media is the leading multimedia brand for entrepreneurs. Through its journalism, Inc. aims to inform, educate, and elevate the profile of our community: the risk-takers, the innovators, and the ultra-driven go-getters who are creating our future. Inc.’s award-winning work reaches more than 50 million people across a variety of channels, including events, print, digital, video, podcasts, newsletters, and social media. Its proprietary Inc. 5000 list, produced every year since 1982, analyzes company data to rank the fastest-growing privately held businesses in the United States. The recognition that comes with inclusion on this and other prestigious Inc. lists, such as Female Founders and Power Partners, gives the founders of top businesses the opportunity to engage with an exclusive community of their peers, and credibility that helps them drive sales and recruit talent. For more information, visit www.inc.com. 

For more information on the Inc. 5000 Conference & Gala, slated for October 31 – November 2 in San Antonio, visit http://conference.inc.com/.

What Are The Pitfalls Of AI Usage & How To Avoid Them

What Are The Pitfalls Of AI Usage & How To Avoid Them

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Copyright Infringement

Copyright infringement has to be watched out for due to popular artificial intelligence language models like ChatGPT. The purpose of AI language models is primarily to assist users in obtaining information, answering questions, and even engaging in conversation. The information provided stops at a set point in time. Seems harmless, but once you read the fine print you realize inputs and outputs are either property of the language AI to use for future queries or are free-use. This input opens up a world of legal trouble where an input of confidential information may violate an NDA, or be used by the AI to help competitors with their own queries. Another scenario is your usage of content from the AI model, content produced may already be produced, copyrighted, or restricted material, which can be difficult to verify due to the nature of AI models. These pitfalls are easily avoidable by not directly inputting or withdrawing direct information. Instead, using outputs as a broad sketch of an idea will help you avoid breaking the law, and not putting any confidential information as an input will keep you from sabotaging your own company.

Human Dependency

As artificial intelligence becomes more advanced, the services it can offer have become more broad and contributory to businesses, employees, and students alike. This alternative route to writing material for blogs, essays, and research papers has seen a skyrocket in usage. While this usage can create a 10-page article in 5 minutes, it cannot do so without human input, and even then there is bound to be error. People using AI for major academic and corporate responsibilities are difficult to identify, and although their achievements may be stellar in articles and performance, their actual ability to perform is not properly quantified. This can create a dependence on AI to write, read, learn, and even create content. There are already multiple tools that can be used to identify computer generated like plagiarism audits and performance tests.

Rogue AI

Rogue Artificial Intelligence is an AI that operates outside of the bounds of its intended directive. Instead of operating within programmed rules, the AI acts independently, which can have harmful or dangerous consequences. Rogue AI can exhibit certain characteristics that differentiate them from their innocuous counterparts.

1. Malicious Intent:

A Malicious AI acts with harmful intentions toward humans or other systems. This was most notable when Microsoft Tay learned to be malicious towards other humans. The AI was taken down within 24 hours and reworked.

2. Ethical inaptitude:

There was an incident with the largest eating disorder non-profit in the country when they replaced their staff with AI. The intelligence chatbot “Tessa” gave its users weight-loss advice beyond its programming, which is dangerous for people with eating disorders. This can be detrimental and concerning if you use chatbots to help with volume and quality when it comes to customer interactions.

3. Unpredictability:

The most dangerous part of a Rogue AI is the unpredictability. Most if not all AI is given programming, restrictions, and directives to adhere to so that it can effectively and predictably accomplish its purpose. When an AI goes rogue, these rules and restrictions are no longer considered in the decision-making process, which makes it dangerous.

Privacy

Artificial intelligence depends on information outside of the initial query or command it is given to deliver the requested result. Whether it is a chatbot needing information from its database to provide advice and guidance, or if it is a language AI that has a massive database to pull from to deliver information or maintain a conversation, outside unowned information is required. This potential violation of privacy is still a common concern as more and more queries come in for AI.

Artificial intelligence is not brand new, however, its recent capabilities and applications are not only efficient but also industry-changing. With more frequent uses, engagements, and growing potential it is important to use AI technology safely and efficiently. Discover how you can start using AI for your business benefit today.

4 Best Applications of AI in Contact Centers

4 Best Applications of AI in Contact Centers

Incorporating AI technology in a business can result in significant advantages, such as improving efficiency and increasing profitability. However, it is the way a company uses AI to assist humans that can make a difference. 

1. Harnessing Sentiment Analysis 

With Sentiment Analysis, AI technology gauges the emotional tone behind customer interactions in real-time. This allows contact centers to proactively address issues and enhance the customer experience. If a customer expresses dissatisfaction or frustration, the system alerts the proper resources for intervention. Applying this proactive approach to issue resolution significantly boosts customer satisfaction, streamlines conflict resolution, and is a testament to the power of AI in understanding and responding to human emotions.

2. Streamlining with Automated Ticketing Systems 

AI can be implemented to automate the ticketing system in contact centers, leading to improved efficiency and reduced response times. For example, AI can automatically categorize and prioritize incoming tickets based on predefined criteria. This application of artificial intelligence not only optimizes business operations but also enhances the efficiency of customer service, freeing up service representatives to focus on more complex issues.

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3. Predictive Modeling for Proactive Support 

AI can analyze historical customer data to generate predictive models. These models enable contact centers to anticipate customer needs and offer proactive support. For instance, if a customer has a history of specific types of issues, the system can anticipate these issues to provide relevant support and resources. By addressing issues before they arise, artificial intelligence enhances the reactiveness of your business and strengthens the foundations of your relationship with your customer base.

4. Real-Time Monitoring and Feedback Analysis  

Artificial intelligence can be used to monitor customer interactions and analyze feedback in real-time. This allows for timely intervention and continuous improvement. For example, if a customer provides negative feedback the system can alert a supervisor or manager to address the issue immediately. This AI powered real-time feedback analysis and response mechanism allows for continuous improvement and significantly enhances customer satisfaction.

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Why CCG?  

CCG is constantly developing new and meaningful connections as AI starts to change the current economic landscape. These relationships are giving CCG a deep understanding of not only the changes in IT solution offerings, but the significant impact of these new and beneficial uses of artificial intelligence.

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