Matt Pingatore

About Matt Pingatore

As CEO of Packet Fusion, Matt sets the tone and vision for our company and our customers. His 20+ years in telephony gives him a deep understanding of unified communications and collaboration technology. He is an engaging presenter and has a knack for breaking down the often over complicated VoIP technologies into plain and simple English. Outside of PFI, Matt’s happy place is on the golf course or on a bike ride with his daughters.

What is Mitel Connect?

With the merger of Mitel and ShoreTel, there are a lot of questions around Mitel Connect. When we talk Mitel Connect, we’re usually referring to the Mitel Connect Client for Mobile Devices but the engine that facilitates the UCC functionality of Mitel Connect is the back-end server component. We’ll first take a look at the [...]

By | 2018-09-18T13:07:11+00:00 August 9th, 2018|Business Phone Systems, Cloud UC, Mitel, ShoreTel, Unified Communications Collaboration|Comments Off on What is Mitel Connect?

How SIP Trunking Guarantees Uninterrupted Communication

“My call was just dropped and I can’t get through. I was on a call with my most important customer trying to secure an order worth more than $1 Mil. What do I do now?” The ability to communicate cannot be overstated in any relationship be it personal or professional. And when building relationships, being [...]

By | 2018-07-31T09:27:20+00:00 July 19th, 2018|Business Phone Systems, Carrier Solutions, Cloud UC, Unified Communications Collaboration|Comments Off on How SIP Trunking Guarantees Uninterrupted Communication

Improving Cloud App Performance with SD-WAN

Your outside sales team is hosting an important video conference. At the same time, your customers are on the phone with your support team troubleshooting problems via remote desktop. Suddenly your sales team video starts to experience latency and the call is eventually abandoned; your support team experiences “brown out” and loses visual of the [...]

By | 2018-07-13T11:05:17+00:00 June 27th, 2018|Carrier Solutions, Networking Infastructure|Comments Off on Improving Cloud App Performance with SD-WAN

What is a ShoreTel Support Provider?

A ShoreTel support provider is an expert that provides support for Shortel hardware and software. When you have issues with your ShoreTel phones, ShoreTel Connect, ShoreTel routers, etc., you need a technical support provider to get things fixed. But beyond just fixing broken ShoreTel systems, a ShoreTel support provider is a partner to help you [...]

By | 2018-08-16T09:45:08+00:00 June 25th, 2018|Business Phone Systems, Contact Centers, Mitel, ShoreTel, ShoreTel Support|Comments Off on What is a ShoreTel Support Provider?

Getting Back to the Art of Human Communication with Video Conferencing

We talk with people every day, but how do we know we’re truly communicating and actively listening to each other? Traditional telephone-based conference calls are unable to capture the art of the conversation. The visual cues of facial expressions, body language and human inference only happen during face-to-face conversations. Not all is lost. Video conferencing [...]

By | 2018-10-05T12:53:23+00:00 June 1st, 2018|Unified Communications Collaboration|Comments Off on Getting Back to the Art of Human Communication with Video Conferencing

Using Gaming to Improve the Employee Experience in the Contact Center

Encouraging the Right Behavior for Greater Customer Satisfaction Having the right data can make or break organizations that rely on phone communication with their customers. The need for collaboration between disparate phone systems and reporting systems goes beyond what most phone manufacturers offer to measure the customer experience. The integration between Mitel (ShoreTel) and Brightmetrics [...]

By | 2018-10-05T12:53:42+00:00 May 1st, 2018|Contact Centers|Comments Off on Using Gaming to Improve the Employee Experience in the Contact Center

Does Your Contact Center Service Have a Bad Rap?

How Big Data & Analytics Save the Day. Hold Please… No one starts their day thinking, “I want to spend 30-60 minutes, or even longer, on the telephone waiting to reach a contact center agent.” However, a study from the analytics firm, Marchex, estimates that Americans spend 900 million hours per year on hold. The [...]

By | 2018-10-05T12:57:07+00:00 April 1st, 2018|Contact Centers|Comments Off on Does Your Contact Center Service Have a Bad Rap?

The Impact of Mitel’s Acquisition on ShoreTel Users

Tech Talk with CEO, Matt Pingatore What is Mitel’s plan for the ShoreTel product?  Is a forklift upgrade required to take advantage of the future offerings?  Do you have to discard your investment in your ShoreTel solution to transition to the cloud? What is the roadmap for product innovation at Mitel? Now that the acquisition [...]

By | 2018-10-05T12:54:49+00:00 March 7th, 2018|ShoreTel|Comments Off on The Impact of Mitel’s Acquisition on ShoreTel Users

Even small businesses need exceptional customer satisfaction. But how?

Improve your Customer Satisfaction & Improve Customer Retention Many small businesses believe they are too small to invest in a Contact Center solution because they only have a few people dedicated to customer support.  Sounds familiar? You own or run the business and likely have a manager who handles customer support calls. They rely on [...]

By | 2018-10-05T12:55:03+00:00 January 27th, 2018|Contact Centers|Comments Off on Even small businesses need exceptional customer satisfaction. But how?

Mitel Connect for Mobile App

Stay Connected at all times: Mobile Solutions for the Modern Worker Introducing the Mitel Connect* for Mobile App - We are excited to bring you a new version of the Mitel Mobility Client, now called Mitel Connect for Mobile App.  Gone are the days of "mobility" being an option - in today's workplace it is a necessity.  Available [...]

By | 2018-10-05T12:57:40+00:00 September 28th, 2017|ShoreTel|Comments Off on Mitel Connect for Mobile App

Packet Fusion Acquires a Genesys (ININ) Elite Partner Further Expanding Contact Center Practice

PLEASANTON, Calif., Sept. 26, 2017 /PRNewswire/ -- Packet Fusion, a unified communications and collaboration solutions provider, acquired Advanced Call Processing (ACP), a contact center engineering and sales firm based in Carlsbad, CA.  ACP specializes in the Genesys Customer Experience Platform and AVST unified communications (UC) solution.  The addition of ACP's expertise in the contact center [...]

By | 2018-06-27T16:06:07+00:00 September 25th, 2017|News|Comments Off on Packet Fusion Acquires a Genesys (ININ) Elite Partner Further Expanding Contact Center Practice

PCI Compliance in the Age of the Recorded Call

One of the challenges of a call center today is balancing excellence in customer service experience while adhering to strict security standards that maintain customer confidence. When customer service representatives collect any kind of payment, your organization is required to comply with the Payment Card Industry Data Security Standard (PCI DSS). Keeping customer financial information [...]

By | 2018-06-27T16:06:07+00:00 May 30th, 2017|Contact Centers|Comments Off on PCI Compliance in the Age of the Recorded Call