(Software Defined Wide Area Networking) SD-WAN (Software Defined Wide Area Network) makes a wide area network perform better at a lower cost. We will discuss in detail how we got to this point and we will help you build your business case for SD-WAN. What is SD-WAN? What if you could spend a lot less […]
You may have heard of Kari’s Law*, signed in 2018 to require users of multi-line phone systems in commercial facilities to be able to dial 9-1-1 directly without having to dial a prefix to reach an outside line. Dialing 9-1-1 must also alert any front desk or security office maintained by the facility. Another new […]
Recently, RingCentral announced that they will become the exclusive provider of UCaaS solutions to Avaya. They also announced plans to introduce a new solution: Avaya Cloud Office by RingCentral (ACO). What does this mean? There will be some confusion in the marketplace until this all settles down, but in the meantime, I’ve summarized my […]
The San Jose McEnery Convention Center places excellent communications at the top of their priority list, so when they needed to upgrade their phone system, they knew it was important to select the right solution provider. It can be hard for businesses to figure out what they want their phone systems to do and […]
Unified Communications as a Service Combine your phone system with internet-based communications all managed for you by experts and think of all the ways you’ll save. Eliminate all your Capital investments (CapEx). No more buying and managing boxes and devices. Convert them to an Operating Expense (OpEx) and put the management overhead on someone else […]
What Kind of Cloud is Best? An Overview on Cloud Types and Advantages Cloud advisors guide businesses on selecting the solutions that will impact them the most, and one of the first things to consider is the type of cloud deployment that best fits your business needs, security requirements and budget. Here’s a high-level overview […]
SD-WAN, MPLS and Cloud Performance SD-WAN is a routing technology designed to take several different kinds of network connections and turn them into a single functional network. Typically, it’s used either for multi-site networks or to optimize connections to the cloud. It represents an advance over both VPN and MPLS technologies. Here’s how SD-WAN Improves […]
AI in the Contact Center: Is it Good for Customer Satisfaction and Retention? According to Gartner, by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017*. Is that a good thing? Yes…and no. Everyone agrees that improving the customer experience is […]
SIX KEY CAPABILITIES TO LOOK FOR IN YOUR CLOUD ADVISOR SO YOU CAN STEER CLEAR OF COST OVERRUNS AND MISSTEPS Businesses are increasingly aware that they must move to the cloud to meet new demands like rising customer and employee expectations, data management and seamless collaboration. But, according to CIO Magazine, more than 70 percent […]
What can abandon rate tell you about your call center’s staffing levels? Well, quite a lot in fact. Your phone system is brimming with powerful analytics about your call center’s performance—insights that can be directly translated into data-driven decisions that impact the bottom line. These detailed analytics remain primarily untapped by contact center managers. While […]
Companies like Uber, Lyft, and Airbnb have done more than transform their respective industries—they’ve completely changed customer experience demands for every business. And meeting these demands is especially important in your contact center. Digital-native companies have jumped at the opportunity to bring personalized experiences to their contact centers. Whether their customers call in, use a […]
Schools in session. As summer comes to an end and school commences, the days of soaking in the sun and moving a bit slower are quickly replaced by the hustle and bustle of school activities. Between students, teachers and parents, there’s a lot to take into consideration to ensure a successful and safe school year. Having a […]