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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
What is SIP? 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 SIP protocol defines the messages that are sent between […]
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 […]