<?xml version="1.0" encoding="UTF-8" ?><!-- generator=Zoho Sites --><rss version="2.0" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:content="http://purl.org/rss/1.0/modules/content/"><channel><atom:link href="https://www.cloud9advisers.com/News/tag/acd/feed" rel="self" type="application/rss+xml"/><title>Cloud 9 Advisers - News #ACD</title><description>Cloud 9 Advisers - News #ACD</description><link>https://www.cloud9advisers.com/News/tag/acd</link><lastBuildDate>Fri, 27 Feb 2026 18:31:40 -0800</lastBuildDate><generator>http://zoho.com/sites/</generator><item><title><![CDATA[Redefining Connectivity in the Digital Age]]></title><link>https://www.cloud9advisers.com/News/post/redefining-connectivity-in-the-digital-age</link><description><![CDATA[The B2B landscape is defined by the age of AI, cloud, and ubiquitous mobility. We explore how SDWAN and SASE are transforming the network from a cost center into the core strategic asset that drives advanced digital initiatives and fuels the AI gold rush.]]></description><content:encoded><![CDATA[<div class="zpcontent-container blogpost-container "><div data-element-id="elm_XA3OhJvvT1aZzVTrdhkPvQ" data-element-type="section" class="zpsection "><style type="text/css"></style><div class="zpcontainer-fluid zpcontainer"><div data-element-id="elm_agzUTmSTQT-QxVGsMF3BAw" data-element-type="row" class="zprow zprow-container zpalign-items- zpjustify-content- " data-equal-column=""><style type="text/css"></style><div data-element-id="elm_5e4krQ7FR46xJ9t8_i2rmw" data-element-type="column" class="zpelem-col zpcol-12 zpcol-md-12 zpcol-sm-12 zpalign-self- "><style type="text/css"></style><div data-element-id="elm_YBx_lEe_SEu1iNDKjj3CVA" data-element-type="heading" class="zpelement zpelem-heading "><style></style><h1
 class="zpheading zpheading-align-center zpheading-align-mobile-center zpheading-align-tablet-center " data-editor="true"><span style="color:inherit;"><span>How SDWAN and SASE Fuel the Age of AI and Digital Strategy</span></span></h1></div>
<div data-element-id="elm_XYcZkgPcD2dDwzRMfWrKlQ" data-element-type="text" class="zpelement zpelem-text "><style></style><div class="zptext zptext-align-left zptext-align-mobile-left zptext-align-tablet-left " data-editor="true"><p><span style="font-weight:bold;">Advanced Networking: The Foundational Requirement for the AI Era</span></p><p><span><span><span><span>The convergence of network optimization and cloud security transforms connectivity from a simple utility into the core strategic asset that enables mobility, IoT, and AI-driven growth.</span></span><br/></span></span></p><p><span><span><span><span><br/></span></span></span></span></p><p style="text-align:center;"><span><span><span><span><span><span style="font-style:italic;">Updated!&nbsp;</span></span><br/></span></span></span></span></p></div>
</div><div data-element-id="elm_vJ5mW9dYeQgXO9wbRdHiSw" data-element-type="image" class="zpelement zpelem-image "><style> @media (min-width: 992px) { [data-element-id="elm_vJ5mW9dYeQgXO9wbRdHiSw"] .zpimage-container figure img { width: 1110px ; height: 369.42px ; } } </style><div data-caption-color="" data-size-tablet="" data-size-mobile="" data-align="center" data-tablet-image-separate="false" data-mobile-image-separate="false" class="zpimage-container zpimage-align-center zpimage-tablet-align-center zpimage-mobile-align-center zpimage-size-fit zpimage-tablet-fallback-fit zpimage-mobile-fallback-fit hb-lightbox " data-lightbox-options="
                type:fullscreen,
                theme:dark"><figure role="none" class="zpimage-data-ref"><span class="zpimage-anchor" role="link" tabindex="0" aria-label="Open Lightbox" style="cursor:pointer;"><picture><img class="zpimage zpimage-style-none zpimage-space-none " src="/images/artificial-intelligence-3706562_1280.jpg" size="fit" data-lightbox="true"/></picture></span></figure></div>
</div><div data-element-id="elm_osL2YtKZiEz20jz4t8Tfow" data-element-type="text" class="zpelement zpelem-text "><style></style><div class="zptext zptext-align-left zptext-align-mobile-left zptext-align-tablet-left " data-editor="true"><p><span><span>The modern network acts as an intelligent traffic control layer, prioritizing real-time AI data while securing every access point.</span></span></p></div>
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</div><div data-element-id="elm_aemv--3tH0aCZMkIizO-Bw" data-element-type="row" class="zprow zprow-container zpalign-items-flex-start zpjustify-content-flex-start zpdefault-section zpdefault-section-bg " data-equal-column="false"><style type="text/css"></style><div data-element-id="elm_9YoBLdTWISYfJc6Z5AkZDg" data-element-type="column" class="zpelem-col zpcol-12 zpcol-md-8 zpcol-sm-12 zpalign-self- zpdefault-section zpdefault-section-bg "><style type="text/css"></style><div data-element-id="elm_sUYmup9gNv3NurUxkrujhg" data-element-type="text" class="zpelement zpelem-text "><style></style><div class="zptext zptext-align-left zptext-align-mobile-left zptext-align-tablet-left " data-editor="true"><p><span style="font-size:12pt;"></span></p><div><h1><span>Advanced Networking: The Foundational Requirement for the AI Era</span></h1><p><span>The modern B2B technology landscape is defined by two relentless forces: the shift of critical applications to the cloud, and the universal need for advanced, real-time data analysis. As customer needs evolve, driven by demands for instant communication, ubiquitous mobility, and sophisticated analytics, network architecture is no longer a back-office utility—it is the ultimate strategic enabler.</span></p><p><span><br/></span></p><p><span>Advanced solutions like cloud infrastructure, sophisticated cybersecurity defense, and transformative Customer Experience (CX) platforms are reshaping how network management operates. Without a high-performing, flexible, and secure network foundation, these initiatives cannot deliver their promised value. In fact, a brittle, legacy network architecture quickly becomes the single biggest bottleneck that cripples digital transformation.</span></p><p><span><br/></span></p><p><span>This realization is driving the rapid adoption and evolution of </span><strong>Software-Defined Wide Area Networking (SDWAN)</strong><span> and the mandatory shift to </span><strong>Secure Access Service Edge (SASE)</strong><span>. These are the twin pillars of advanced connectivity, transforming the network from a cost center into a true competitive asset.</span></p><h3><span><br/></span></h3><h3><span>The AI Gold Rush and the Network Bottleneck</span></h3><p><span>The excitement surrounding Artificial Intelligence (AI) and Machine Learning (ML) is palpable. From large language models (LLMs) used for generative tasks to predictive analytics driving operational efficiencies, every business is exploring how to harness this power. This technological pursuit can be described as the </span><strong>AI Gold Rush</strong><span>, and the fuel for this rush is </span><strong>data</strong><span>.</span></p><p><span><br/></span></p><p><span>However, the reality of deploying and scaling AI is harsh: AI models are voracious consumers and producers of data.</span></p><ul><li><p><strong>Training Data Load:</strong><span> Training new models requires moving massive, multi-petabyte datasets, often between enterprise locations, cloud storage, and specialized compute clusters. These sustained, heavy data streams place an immense strain on conventional wide area networks.</span></p></li><li><p><strong>Real-Time Inference:</strong><span> When models are deployed for real-time use (e.g., fraud detection, robotic process automation, or instant translation), the network must handle constant, bidirectional streams of </span><em>inference</em><span> data. This traffic demands extremely low latency, as milliseconds of delay can render the AI's result useless or too late for the human decision-maker.</span></p></li><li><p><strong>Edge AI and IoT:</strong><span> The proliferation of IoT devices and edge computing—essential for modern industrial operations or retail analytics—means AI is often deployed outside the data center. The network must aggregate data from thousands of endpoints, securely transport it for analysis, and then deliver inference back to the edge with near-zero delay.</span></p></li></ul><p><span>Legacy networks, designed primarily for static user-to-data-center traffic, are simply not equipped to handle the sheer volume, velocity, and priority requirements of these diverse AI data loads.</span></p><h3><span><br/></span></h3><h3><span>SDWAN’s AI Role: From Bandwidth to Intelligent Transport</span></h3><p><span>This is where the evolution of </span><strong>SDWAN</strong><span> becomes critical. SDWAN is moving beyond simply pooling bandwidth; it is now integrating </span><strong>AI and Machine Learning</strong><span> to enable a level of control that manual configuration could never achieve.</span></p><p><span><br/></span></p><p><span>The network must become self-aware and adaptive:</span></p><ol><li><p><strong>Adaptive Routing:</strong><span> Integrated ML capabilities allow the SDWAN solution to constantly monitor the quality of every available link (fiber, broadband, 5G, satellite) in real-time. If it detects a spike in jitter or packet loss on one link, it doesn't just failover; it instantly and preemptively steers critical traffic—like that associated with a remote AI inference operation or a vital cloud application—to a healthier path, often without any human intervention or network interruption.</span></p></li><li><p><strong>Application-Tailored Performance:</strong><span> Clients are prioritizing </span><strong>application-tailored performance</strong><span> over generalized capacity. A network built for the AI era must be intelligent enough to identify a large, non-urgent data backup (which can handle some latency) versus a sensitive UCaaS voice packet or a critical AI data stream. It uses its </span><strong>prioritization, optimization, and acceleration</strong><span> capabilities to allocate resources based on the business criticality of the application, ensuring that the most valuable traffic always wins.</span></p></li><li><p><strong>Convergence of Network, Mobility, and IoT:</strong><span> SDWAN facilitates the convergence of these three domains into a cohesive transport solution. By providing flexible, policy-driven connectivity, it ensures that real-time data transmission from mobile devices, manufacturing sensors, and cloud services flows efficiently. This integration is essential for providing the seamless, user-friendly experience modern businesses demand.</span></p></li></ol><p><span>SDWAN is no longer about getting more data through the pipe; it’s about making the pipe smarter, turning it into a dynamic data delivery system that is a prerequisite for successful AI adoption.</span></p><h3><span><br/></span></h3><h3><span>SASE and Security: Unifying the New Perimeter</span></h3><p><span>A conversation about advanced networking, especially one related to enabling AI and mobility, is fundamentally incomplete without addressing cybersecurity. As the network shifts to the cloud, the perimeter dissolves, and the risk surface expands exponentially. This is the driving force behind the mandatory shift to </span><strong>SASE (Secure Access Service Edge)</strong><span>.</span></p><p><span><br/></span></p><p><span>SASE and </span><strong>CASB (Cloud Access Security Broker)</strong><span> frameworks are transforming organizational security approaches by replacing fragmented, appliance-based security with a unified, cloud-native platform. This is the only way to manage the complexity and scale of modern threats.</span></p><p><span><br/></span></p><p><span>The integration of network optimization (SDWAN) and security convergence (SASE) delivers profound advantages:</span></p><ul><li><p><strong>Zero Trust Enforcement:</strong><span> A true SASE architecture embeds </span><strong>Zero Trust Network Access (ZTNA)</strong><span>. Instead of relying on the physical IP address of a location—which is obsolete in the mobile world—access policy is tied to the </span><strong>user's identity</strong><span> and the real-time posture of their device. This is crucial for protecting the sensitive data fueling AI, ensuring that only verified identities can access the massive data lakes required for model training and deployment.</span></p></li><li><p><strong>The Single Pane of Glass:</strong><span> SASE integrates multiple security functions (Firewall-as-a-Service, Secure Web Gateway, CASB) into a single software stack delivered from the cloud. This unified management platform greatly reduces the complexity, operational overhead, and security gaps inherent in multi-vendor, disparate solutions. Monitoring and managing security risks through a single interface provides unparalleled visibility and consistency across all endpoints and cloud resources.</span></p></li><li><p><strong>Pervasive, Low-Latency Security:</strong><span> Because SASE is delivered via a global network of PoPs (Points of Presence), security inspection happens close to the user, eliminating the need to &quot;backhaul&quot; traffic. This ensures that the security layer does not introduce performance-crippling latency, preserving the speed and efficiency required by AI and real-time cloud applications.</span></p></li></ul><p><span>In the advanced network, security is not an afterthought; it is an inseparable, integrated function of connectivity.</span></p><h3><span><br/></span></h3><h3><span>Understanding the Client Imperative</span></h3><p><span>The reality is that these advanced solutions are not a plug-and-play, one-size-fits-all commodity. They require a rigorous, third-party assessment to ensure they align with the unique needs and growth objectives of each business.</span></p><p><span><br/></span></p><p><span>Designing effective networking solutions in the age of AI and SASE requires:</span></p><ol><li><p><strong>Thorough Needs Assessment:</strong><span> Moving past simple link capacity metrics to understanding application requirements, data flow patterns (where the AI and IoT data is being generated and consumed), and specific security mandates (compliance, PII, etc.).</span></p></li><li><p><strong>Strategic Alignment:</strong><span> Ensuring that networking capabilities are not just meeting technical requirements but are directly enabling broader business objectives, such as a major cloud migration, the implementation of a new AI strategy, or the expansion of a mobile sales force.</span></p></li><li><p><strong>Vendor Neutrality:</strong><span> The market is saturated with vendors, each claiming a unique flavor of SDWAN or SASE. A trusted adviser is required to cut through the marketing noise, evaluate the true integration of the underlying technology, and shortlist providers that offer a genuinely unified, high-performing solution.</span></p></li></ol><p><span><br/></span></p><p><span>The digital age demands constant vigilance and architectural foresight. The successful organizations are those that view their network not as an expenditure, but as the core platform for innovation.</span></p><p><span><br/></span></p><p>At Cloud 9 Advisers<span>, we have a deep understanding of the challenges and opportunities at the intersection of AI, security, and connectivity. We are committed to providing our clients with the vendor-neutral insights and strategic solutions they need to navigate this complexity, achieve their business goals, and stay competitive in a rapidly evolving digital environment.</span></p><p><strong>KITS: Keep IT Simple.</strong></p></div><div><span style="font-size:12pt;"><br/></span></div></div>
</div></div><div data-element-id="elm_Edv7AMMBMLmbT7rwjmCOWw" data-element-type="column" class="zpelem-col zpcol-12 zpcol-md-4 zpcol-sm-12 zpalign-self- zpdefault-section zpdefault-section-bg "><style type="text/css"></style></div>
</div><div data-element-id="elm_Z_qMGMmzSOu_Ql2SHXbiBw" data-element-type="button" class="zpelement zpelem-button "><style></style><div class="zpbutton-container zpbutton-align-left zpbutton-align-mobile-center zpbutton-align-tablet-center"><style type="text/css"></style><a class="zpbutton-wrapper zpbutton zpbutton-type-primary zpbutton-size-md zpbutton-style-none " href="/sdwan"><span class="zpbutton-content">SD-WAN</span></a></div>
</div><div data-element-id="elm_yWHw1INNI6zc517E9iPpRg" data-element-type="text" class="zpelement zpelem-text "><style></style><div class="zptext zptext-align-left zptext-align-mobile-left zptext-align-tablet-left " data-editor="true"><p></p><div><p>See our other articles about SDWAN and SASE:&nbsp;</p><p><a href="https://www.cloud9advisers.com/News/post/redefining-connectivity-in-the-digital-age" rel=""></a></p><p><a href="https://www.cloud9advisers.com/News/post/ai-engine" title="The Engine that Drives AI" rel="">The Engine that Drives AI</a><a href="https://www.cloud9advisers.com/News/post/redefining-connectivity-in-the-digital-age" rel=""><br/></a></p><p><a href="https://www.cloud9advisers.com/News/post/sdwan-call-survivability" rel="">The 'Real' SDWAN Test:</a><a href="https://www.cloud9advisers.com/News/post/sd-wan-and-sase" rel=""></a><br/></p><p><a href="https://www.cloud9advisers.com/News/post/never-trust-and-always-verify" rel="">Never Trust and Always Verify</a></p></div><p></p></div>
</div></div></div></div></div></div> ]]></content:encoded><pubDate>Fri, 07 Feb 2025 13:17:45 -0500</pubDate></item><item><title><![CDATA[Do I Really Need a Contact Center Solution?]]></title><link>https://www.cloud9advisers.com/News/post/do-i-really-need-a-contact-center-solution</link><description><![CDATA[What image pops into your head when you hear “Call Center”… perhaps a large room packed with happy twenty-somethings donning headsets smashed together shoulder-to-shoulder in tiny cubicles?]]></description><content:encoded><![CDATA[<div class="zpcontent-container blogpost-container "><div data-element-id="elm_JPo6XGn8Q76S9WscBagPAA==" data-element-type="section" class="zpsection "><style type="text/css"></style><div class="zpcontainer-fluid zpcontainer"><div data-element-id="elm_0Q8l0W8RSsaH4dkJRCmSvw==" data-element-type="row" class="zprow zprow-container zpalign-items- zpjustify-content- " data-equal-column=""><style type="text/css"></style><div data-element-id="elm_aTvcD62nS1O1BxIvA0mzmQ==" data-element-type="column" class="zpelem-col zpcol-12 zpcol-md-12 zpcol-sm-12 zpalign-self- "><style type="text/css"></style><div data-element-id="elm_qv_C8ecETk6PrPMvtkjtWw==" data-element-type="heading" class="zpelement zpelem-heading "><style></style><h2
 class="zpheading zpheading-align-center " data-editor="true">CCaaS - Contact Center as a Service</h2></div>
<div data-element-id="elm_eF4sva4EQHy8nHLzoqkTbQ==" data-element-type="text" class="zpelement zpelem-text "><style></style><div class="zptext zptext-align-center " data-editor="true"><div style="text-align:left;"><span style="color:inherit;"><p><span style="font-size:11pt;">You want your customers to have a great experience when they contact you but have you taken the appropriate steps to make that happen? The easiest way to ensure a happy experience is by installing a contact center solution. And the easiest contact center to install is, by far, cloud-based, or “...as a Service”. Hence, Contact Center as a Service (CCaaS)</span></p><br><p><span style="font-size:11pt;">“They” used to call it a Call Center. That term still works but now for solutions that only do calls or voice communications. The “contact” in contact center now implies multiple forms of communication to include voice, text, IM/Chat, email, fax, social media, video... just about any form of contact you can think of. This is often referred to as multi-channel (some or many) or omnichannel (all). </span></p><br><p><span style="font-size:11pt;">What image pops into your head when you hear “Call Center”… perhaps a large room packed with happy twenty-somethings donning headsets smashed together shoulder-to-shoulder in tiny cubicles? That scene may still exist to some degree but is quickly fading. With CCaaS agents can be anywhere and managers can see everything. With the right solution all they need is a broadband connection and a computer!</span></p><br><p><span style="font-size:11pt;">How do you choose the right solution for your business? There are hundreds of solutions on the market. Some have strict requirements, others are simple and very flexible. Below are some of the most useful and common features available in contact center systems. The best method to determine the right solution for you is to identify features in three categories – Must have, Nice to have, and Unnecessary. </span></p><br><p><span style="font-size:11pt;">Some basic features can make a big difference when it comes to running a contact center. When reviewing the descriptions below consider the communication channels you'll need now and want in the future. Here are some of the most useful and common features available in contact center systems:</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Automatic Call Distribution (ACD): </span>Having a system in place that automatically routes callers to relevant individuals cuts down on wasted time and resources. ACD systems distribute calls according to user-specified criteria, such as sending the call to a phone that is idle, or sending calls about billing to the accounting department, etc. Nearly all contact center systems have some form of ACD. They vary from simple push-button virtual operators to those that use caller ID or voice recognition. Some advanced ACDs also have what is called Skills-Based Routing. This allows managers and supervisors to “weigh” an operator or agent based on their skill level, experience, preferences or other criteria. A customer may be calling about a particular problem and you may know that a certain group of operators have more expertise in that area than others. Skills-Based Routing can route that caller directly to that skilled group or operator, rather than having to send them through several layers and transfers to get to the right person. Think “first-call resolution”. </span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Contact Center Monitoring and Analytics:</span> Being able to scrutinize call durations, costs, and other useful metrics can help supervisors and managers make informed decisions on issues such as employee performance, staffing, and training needs. Some of the best systems allow real-time statistics, letting you know what's going on in the contact center second by second. Historical reporting allows you to compile hourly, daily, weekly, monthly, and annual statistics for detailed long-term analysis.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Call Recording: </span>Useful for training and monitoring, call recording allows supervisors and operators to record and store phone calls as audio files on the server. However, the storage requirements for call recording can be quite large. Third-party hosted systems and cloud-hosted systems are better suited for this function because it's easy to upgrade the size of your storage space without buying new hardware.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Contact Management:</span> These systems enable different calls to be tagged and stored with relevant information attached to the call file. This permits better management of customers, as it provides historical records of all calls by an individual account holder.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Computer Telephony Integration (CTI):</span> These systems use desktop PCs as telephone systems, often referred to as a softphone. These software packages enable a desktop computer to serve and display all contact center related functions-from providing caller information, routing calls to other workstations, and controlling the phone interface. Most contact center systems utilize some form of CTI. Usually, a simple USB or Bluetooth headset is all that's required to turn a standard PC into a complete contact center workstation. CTI and API-Application Programming Interface can also integrate other functions and software between the phone system, contact center, and other important software used to run your business; for instance, popping up a customer record in your Customer Relationship Management (CRM) or other software when that customer makes contact.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Workstation Recording:</span> Workstation data recording enables you to make a movie of what's happening on an operator's screen. The recording can be analyzed to learn how operators are using the system, what tricks they know that could help others, and what problems they're having that could be addressed. This is especially helpful for a dispersed workforce and home agents and their managers.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Interactive Voice Response (IVR): </span>IVR uses voice-recognition software to allow callers to route themselves to specific departments. IVRs vary in sophistication-from the very basic, which enable simple routing functionality, to systems that allow customers to access their accounts and set appointments. At the high end, IVR empowers customers to serve themselves, reducing the workload on human operators.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Live Call Coaching: </span>This allows a third person to interact with an operator without the caller hearing, thereby enabling training and mentoring.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Performance Evaluation: </span>By monitoring an operator's performance, you can identify gaps in training and areas where operators need improvement. This type of evaluation can create reports, graphs, and other data while scoring an operator's performance.</span></p><br><p><span style="font-size:11pt;">• &nbsp;<span style="font-weight:bold;">Predictive Dialer: </span>For contact centers that make a lot of outbound calls, a predictive dialer enables a list of phone numbers to be called simultaneously. Operators are connected only when someone picks up. These systems can save a lot of time and prevent operators from having to wait for a call to be answered. Predictive dialers also monitor the availability of operators to ensure that calls aren't made when there are no operators available to route the call if someone answers.</span></p><br><p><span style="font-size:11pt;">Contact us at Cloud 9 Advisers. We are impartial, independent, and provider-neutral consultants of Communications, Collaboration, Connectivity, and Cloud technologies. We guide our clients through the morass of options, solutions, and providers. Sign up for our Consulting &amp; Buying Program and get the real story on Contact Center solutions. Find out who the best providers are and who to avoid. Get real-world advice, recommendations, and unbiased solution design. </span></p><br><p><span style="font-size:11pt;">Through the Program, you’ll have access to our distributor team of provider-neutral SME-Subject Matter Experts and Services Engineers. We’ll help you get pricing and bids from multiple, competing companies through our distributor portfolio of nearly 200 vetted and approved service providers. Use our evaluation tools to show decision-makers the entire process, reasoning, and recommendations and complete due diligence for the project. We’ll help manage the entire procurement process (and keep all those pesky sales-guys off your back!). Visit www.Cloud9Advisers.com for more information. </span></p><br></span></div></div>
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</div></div></div></div></div></div> ]]></content:encoded><pubDate>Fri, 24 Aug 2018 18:02:54 -0500</pubDate></item></channel></rss>