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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 cinnovation at Mitel? Now that the acquisition […]
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 […]
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 […]
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 […]
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 […]
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 […]