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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 […]

ShoreTel Migration

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 […]

Business Phone System

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 […]

Mitel Connect

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 […]

SIP

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, […]

SD-WAN is fast

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 […]

customer service person using the call back option

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 […]

Lifesize video collaboration

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 […]

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

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 […]

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 […]