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.

5 Powerful Contact Center Technologies for 2019

If I had to use two words to describe contact center tech in 2019, they would be: Cloud-based, Data-Driven. I know - neither the Cloud nor a data-driven approach are new.  The difference is that contact center vendors are now able to integrate technologies like Artificial Intelligence and Predictive Analytics into their solutions, giving contact centers new [...]

By |2018-11-30T14:27:06+00:00November 7th, 2018|Contact Centers, News|Comments Off on 5 Powerful Contact Center Technologies for 2019

7 Most Asked Questions about ShoreTel Migration to Mitel Connect

As ShoreTel experts and now Mitel’s top reseller, we receive a lot of questions about what the end of life announcements mean to ShoreTel users. We can say confidently, “You do not need to discard your ShoreTel investment!”.  Mitel has committed R&D and future development on the Connect Platform.  This is accomplished by expanding on-premise [...]

By |2018-11-30T15:35:28+00:00October 24th, 2018|Business Phone Systems, Cloud UC, Mitel, ShoreTel Support|Comments Off on 7 Most Asked Questions about ShoreTel Migration to Mitel Connect

The Rental Economy Shapes Business Communications

Over the last 20 years, the disparate technologies that have powered business communications across industries are gradually merging. What used to be 10 different on-premise tools and systems are quickly becoming integrated into platforms with multiple apps that span your organization. These changes are leaving business leaders asking... Do I own it? Rent it? Partially own [...]

By |2018-11-28T14:05:59+00:00September 4th, 2018|Business Phone Systems, Cloud UC, Mitel, Unified Communications Collaboration|Comments Off on The Rental Economy Shapes Business Communications

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 |2018-11-28T15:09:06+00:00August 9th, 2018|Business Phone Systems, Cloud UC, Mitel, ShoreTel, Unified Communications Collaboration|Comments Off on What is Mitel Connect?

What is SIP Trunking?

The Session Initiation Protocol (SIP) is a communications protocol for signaling and controlling multimedia communication sessions. The most common applications of SIP are in Internet telephony for voice and video calls, as well as instant messaging all over Internet Protocol (IP) networks. The protocol defines the messages that are sent between endpoints, which govern establishment, [...]

By |2018-11-28T14:52:03+00:00July 19th, 2018|Business Phone Systems, Carrier Solutions, Cloud UC, Unified Communications Collaboration|Comments Off on What is SIP Trunking?

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

Video Conferencing Makes for Better Distance Business Communications

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 |2018-11-28T12:57:45+00:00June 1st, 2018|Unified Communications Collaboration|Comments Off on Video Conferencing Makes for Better Distance Business Communications

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 |2018-11-28T12:48:54+00:00May 1st, 2018|Contact Centers|Comments Off on Using Gaming to Improve the Employee Experience in the Contact Center

Contact Center Metrics for Better Customer Service in 2019

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 |2018-11-30T15:15:50+00:00April 1st, 2018|Contact Centers|Comments Off on Contact Center Metrics for Better Customer Service in 2019

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 |2018-11-30T15:24:56+00:00March 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+00:00January 27th, 2018|Contact Centers|Comments Off on Even small businesses need exceptional customer satisfaction. But how?