5 contact center metrics you should know

The 5 Most Important Metrics Every Call Center Should Be Tracking

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 […]

CCaaS Guide to choosing a partner

AI in the Contact Center: Transforming Your Customer Experience

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 […]

IT Education

Safety in the Classroom with IT

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 […]

customer experience call center

How to Transform Your Traditional Contact Center into a Customer Engagement Center

The business world has rallied around Gartner’s claims that customer experience is the new battleground for the majority of brands. But for all the surface-level excitement about differentiating on customer experience, executing that vision can be a challenge. Differentiating on customer experience means achieving a level of customer satisfaction that sets you apart from competitors. […]

Contact Center Tech Banner Image

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 […]