SIP trunking or hosted PBX? That is the VoIP implementation debate. Both are viable approaches when looking for a VoIP solution, which is the only problem. It’s up to you to decide which makes the most sense for your business. As is true for any business technology decision, it’s important to know both sides of the story—the pros and cons…
Small and mid-sized businesses (SMBs) experience some unique organizational challenges that position them to be prime candidates for the benefits of a solid Unified Communications & Collaboration (UC&C) solution. Smaller companies tend to have more flexible, less defined employee roles than their larger, enterprise counterparts. As such, employees often wear many hats and are required to manage multiple, often disparate,…
Today, it’s not enough for contact centers to merely offer users a streamlined multi-channel experience. Giving customers access to voice, chat, email and self-service options is critical, but there is more to it than that. What makes a company’s customer contact center a real game-changer is the ability to deliver a synchronized omnichannel customer experience. An omnichannel contact center platform…
The demands placed on customer service teams and contact centers today are higher than ever before. Organizations want contact centers that can scale quickly to meet customer demand, and they want agents that deliver highly personalized customer support. Doing that means giving reps the ability to access multiple applications like customer service and CRM applications simultaneously. Customers also expect access…
Cloud Technology Provides Enhanced Functionality and Scalable Data Storage for Call Centers In some ways, cloud technology seems like it was made for a call center operation. The emergence of new cloud-based data storage and delivery models, and innovative cloud services, has been a game-changer for businesses maintaining and growing call center operations. What’s the advantage of cloud technology for…
