ShoreTel connect for mobile app in use

ShoreTel Connect for Mobile App

Stay Connected at all times: Mobile Solutions for the Modern Worker Introducing the ShoreTel Connect for Mobile App – We are excited to bring you a new version of the ShoreTel Mobility Client, now called ShoreTel Connect for Mobile App.  Gone are the days of “mobility” being an option – in today’s work plance it is a […]

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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 […]

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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 […]

4 Ways to Improve Your Contact Center

A contact center is the cornerstone of providing great customer service. Technology has improved customer contact – but has it helped you enhance how you engage with the customer? 4 Ways Modern Call Center Solution can Improve your Customer Experience 1. Expand Reporting Beyond Traditional Metrics Every call center measures their average wait time, average […]

The Real IT Challenge Resulting from Outdated Technology

Does your network run at optimal capacity or do you find yourself working around disparate systems like the phone system, internal chat, video and countless other plugins?  You should have a technology partner that builds systems to enhance the way you run your business, not run your business around the technology. Read on to discover […]

Back-to-School UC Basics

Schools are back in session, and kids are opening their Chromebooks and iPads and settling into the classroom routines. Away from the chaos in the hallways, school districts are now realizing huge benefits from deploying ShoreTel VoIP communications. ShoreTel’s robust VoIP platform is a reliable, proven resource for keeping costs down and conversations flowing between […]

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ShoreTel Connect Delivers Something for Everyone

The recently released ShoreTel Connect emphasizes 1, 2, 3—one common platform; two ways to deliver (as-a-service or product); and three ways to deploy: cloud, onsite or hybrid. What does that mean for the people who use ShoreTel Connect every day? These top features for users, the IT department and call centers show the impact that […]

What’s More Important: Cloud Mobility or Workforce Collaboration?

It’s a trick question—A business needs both to be successful. Businesses without mobility are truly in the dark ages in terms of collaboration, productivity and integrated processes. And without collaboration, a business isn’t firing on all cylinders, which is why implementing effective mobility and collaboration to the organization should be top priorities. Why Cloud Mobility? […]