NAVIGATING THE COMPLEXITY OF MICROSOFT 365 BUSINESS VOICE

Microsoft Teams has tried for years to implement voice into its offering. While Microsoft is incredible at delivering an unparalleled user interface and experience, they don’t do as good a job of delivering a robust, feature-rich voice platform. Realizing this, Microsoft has recently introduced Direct Routing which allows third party carriers/providers to interface to the […]

SHAKEN/STIR CAN IMPROVE YOUR BOTTOM LINE AND BOOST CUSTOMER SATISFACTION

SHAKEN/STIR: it’s not a martini, but it’s already packing a punch for robocallers.   SHAKEN/STIR* is a framework of interconnected standards that digitally validates the handoff of phone calls passing through networks, enabling the carrier to authenticate and stop robocalls before they reach consumers.   In January, the Pallone-Thune Telephone Robocall Abuse Criminal Enforcement and […]

SD-WAN – What it is. Where it’s better!

(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 […]

Are You Ready for Kari’s Law and NG911?

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 […]

The RingCentral and Avaya Partnership: What Does it Mean?

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 […]

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. […]

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 […]