When companies start to think about differentiating through customer service, they inevitably arrive at one important question: “What is a Contact Center solution, and how is it different from the 'call centers' we’ve interacted with in the past?”Read more
Tags: contact center
Research indicates that organizations are quickly transitioning to ‘mobile-centric’ environments to take advantage of new efficiencies brought forward by mobile cloud communications solutions.Read more
Tags: mobile communications
Regardless of vertical, the ideal scenario for any SMB is the same: expand operations without expanding costs. This is where an effective Unified Communications solution can truly add value, empowering them to realize economies of scale without adding overhead.Read more
Tags: unified communications
For any business with a goal of longevity and growth, the importance of customer experience cannot be overstated. A customer’s trust in a company is often decided from their first interaction. If that experience is frustrating or repetitive, a customer may choose to avoid working with that business in the future; conversely, a truly stellar customer experience builds loyalty and increases stickiness over time.Read more
After 27 years in the communications services industry, Jeff Reynolds, general manager of XComm Communications LLC, is intimately familiar with the pain points for big companies - particularly the challenges presented when they turn to solutions pulled together from multiple sources, or rely on multiple competing partners for a communications solution. That's why, after seeing how CoreNexaTM Contact Center could eliminate inefficiencies and offer a streamlined, effective solution for clients, Reynolds found the healthcare vertical could realize significant benefits from its use.
Managed services providers (MSPs) are witnessing an evolution toward “digital transformation.” Businesses and customers that once only used the most basic communications tools are now investing in hosted services and cloud-based infrastructures to add capabilities to help them compete and thrive in a new digital era. As this model continues to gain traction, it’s become the solution provider’s responsibility to make sure the “As-a-Service” paradigm is relevant and cost-effective for each customer by mastering and managing an endless array of technologies through disparate vendors. Through it all, the MSP must find a way to maintain profit margins while constantly infusing value to preserve and flourish client relationships.Read more
Let’s face it: it’s getting harder to sell a phone system. Business customers no longer care what label is on the phone, and they rarely want to lay out an additional expenditure for new hardware. Instead, they care about business outcomes and results. In the case of a contact center solution, they want to know what it does—whether it integrates with their back-office systems and tools, and if it fits into their overall, often legacy, environment. They want a customized and easy-to-deploy software-based system that allows agents to deliver a more satisfying customer service experience. Why? Because it ultimately translates into more business. Offering features that enhance the ability of a business to expediently and holistically resolve customer issues is a clear path to increased revenues for VARs, MSPs, or IT Solutions Providers.Read more
You may have heard that CoreDial recently integrated an award-winning suite of feature-rich contact center solutions into its portfolio. If you haven't, check out this press release to learn more about our acquisition of Voice4Net. Now our Partners can deliver even more value to existing customers with CoreNexa Contact Center, formerly Voice4Net, and confidently secure new customer accounts by offering end-to-end cloud communications services. As customer engagement continues to gain recognition as a critical pillar of success for modern businesses, it's imperative our Partners have a competitive way to answer that need for their customers.
Providing customers with seamless mobility allows the Channel to competitively differentiate and it's a concept we’ve gotten behind at CoreDial. Why? We could answer, “because people love working with a tablet interface.” Or, “allowing supervisors to work more closely with agents is critical for productive operations.” Or even, “because tablets are easy.” All true.
But here’s the best reason of all: ROI. Mobile supervision in the contact center is an investment that will save the business owner money, and by offering their end-users end-to-end, cost-efficient Unified Communications solutions, our Channel Partners will become more successful. And, that's the concept our entire company works hard every day to ensure. So, let's dive into how contact center mobility can solidify longer relationships and stickier recurring revenue with your existing accounts and prospective customers.Read more
2017 was a highly productive and successful year for CoreDial and our partner community. Through our blog, we are able to share our experiences, market trends and our partners expertise for the benefit of those interested.
As we direct our attention towards 2018, we wanted to first reflect on our those topics readers found most interesting in 2017 and provide you with a recap. These topics cover a range of items including marketing advice to technical tips to industry updates.
The following are our Top 5 articles of 2017.
Tags: cloud communications
In case you haven’t heard the news, Cisco, aka the juggernaut who identifies as having “built the Internet,” has acquired BroadSoft, a highly successful, independent UCaaS provider, for $1.9 Billion. This is huge.
The acquisition of BroadSoft by a company as large and influential as Cisco is an indicator, and a validation, of the opportunity within our industry and the value of cloud communications.
SIP trunking solutions have been growing in popularity because of their unique features that are extremely helpful for virtually any sized businesses.
In a nutshell, SIP trunking is a method by which business phone systems can operate using an Internet connection instead of a traditional phone line.
With SIP solutions, startups can achieve the flexibility and cost savings of VoIP, while mid-sized businesses can easily get business continuity, disaster recovery and unlimited or metered calling plans. In fact, a recent SIP forecast study from the Eastern Management Group predicted the continuous growth of SIP trunk and phone solutions until 2020.
The evolving needs of a modern business requires more efficient and cost-effective communication solutions.
Landlines, specifically, may no longer be the best tool for business telephony, as voice over IP (VoIP) offers better features for operations.
It is essential to explain to customers the advantages of switching to VoIP from analog to help them better understand the benefits of modernizing their telephone systems.Read more