Lifesize video collaboration

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 […]

Using Gaming to Improve the Employee Experience in the Contact Center

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 […]

Critical Questions Your Contact Center Should Answer: Analytics is the Key to Unlocking Contact Center Success

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 […]

Matt-Pingatore-CEO-Packet-Fusion

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 […]

Contact Center

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 […]

ShoreTel connect for mobile app in use

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 […]

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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 […]

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 […]

Tool Fatigue – Side Effect of the Modern Office

If you have a work-related pain point, you can likely find all kinds of tools to “fix it” by searching the “symptoms” online. A shiny new tool, released within the last week.  When the average smart phone owner uses 30 apps per month, it is a little wonder that our phones, desktops and browser favorite […]

customer service person using the call back option

Can You Improve Customer Satisfaction with Virtual Hold?

Simply put, people like options.  They want service their way, on their terms.  According to a Forrester survey on customer service, 73% say valuing their time is the most important thing companies can do to provide them with good customer service. And 60% of consumers feel that more than a minute of hold time is just […]

The Changing Landscape of Contact Center KPIs

Call center key performance indicators (KPIs) have evolved.  Along with a subtle industry nomenclature change from ‘call center’ to ‘contact center’, a host of new customer contact methods and a new definition of customer service has been born.  Customer service is no longer a reactive entity that takes customer phone calls.  It is has become a […]

Cloud Unified Communication – Top 5 Benefits

Cloud unified communication is trending for small to medium size businesses as they upgrade their phone systems.  “We can do that in the cloud” can be heard as the answer for everything from document storage to the purchasing of creative services.  But what exactly does that mean for your telephony system? Here are 5 benefits you […]