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Cloud Communications Success

Navigating the Transition to Remote Contact Center Operations

Posted by Jeff Stormer on 5/27/20 5:15 PM


As we continue to adjust the changes that social distancing has brought to our society, businesses have been compelled to embrace the idea of digital transformation. While many were hesitant to adopt these practices pre-pandemic, they now realize that many efficiencies can be gained through work-at-home implementations. This concept is especially true in a contact center, since the agents who provide customer engagement can often do so from anywhere. 

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Tags: contact center

Three “Silver Lining” Trends in Unified Communications

Posted by Jeff Stormer on 5/20/20 5:00 PM


Few would argue that 2020 has been a tough year, for reasons that are all too obvious. But the truth is, it hasn’t been all doom-and-gloom. In fact, there are some interesting trends emanating from the business sector, with many having to do with how companies are discovering the power of their communications solutions. Here are a few UCaaS gains that industry sources are attributing to the “new normal” of 2020.

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Tags: contact center

Building Lasting Customer Loyalty With Contact Center & IVR Solutions

Posted by Jeff Stormer on 5/13/20 4:53 PM


For business owners, the cornerstone of good customer engagement is the act of continually reaching out and communicating with the people buying their products and services. But speaking to and with a customer are two entirely different things.

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Tags: contact center

Harnessing the Power of SMS for Better Business Communications

Posted by Jeff Stormer on 5/6/20 4:32 PM


In the modern business environment, customers are turning more and more to text messaging for their service needs — which means effective SMS texting tools, such as the newly-launched CoreNexa™ SMS, are an essential part of a comprehensive Unified Communications solution.

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Tags: contact center

Contact Center 101, Part III: Discovering Contact Center Opportunities

Posted by Jeff Stormer on 4/29/20 4:45 PM


In Parts I and II of Contact Center 101, we discussed the basics of contact center solutions and how the customer experience is enhanced by CCaaS. This time, let’s look at some helpful tips for identifying contact center opportunities, along with a baseline list of questions to ask potential customers.

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Tags: contact center

Why Contact Center Solutions Need Intelligent Call Routing

Posted by Jeff Stormer on 4/23/20 8:59 AM


Intelligent call routing—also known as skill-based routing—is the process of automatically directing incoming calls to an appropriate agent. However, it isn’t called “intelligent” for nothing.

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Tags: contact center

How Businesses Are Leveraging Contact Center Solutions to Navigate COVID-19

Posted by Jeff Stormer on 4/15/20 5:43 PM


Even during a pandemic, businesses need to maintain efficient communications with internal and external customers alike — which means effective cloud contact center solutions are essential.

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Tags: contact center

Identifying Modern Cloud-Based Contact Center Opportunities

Posted by Jeff Stormer on 4/8/20 4:50 PM

One of the biggest takeaways we’ve found as cloud-based contact center solution providers is this: there is an entire universe of companies that can benefit from the functionalities of a contact center solution who don’t even know they need it.

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Tags: contact center

Five Key Questions About the Benefits of Unified Communications

Posted by Jeff Stormer on 4/1/20 2:55 PM

Unified communications refers to enterprise-quality voice, collaboration, and conferencing technologies — crucial tools in keeping employees connected to the business, whether in the office or working remotely.

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Tags: unified communications, UCaaS

Moving Forward During Uncertain Times with Unified Communications

Posted by Jeff Stormer on 3/25/20 5:04 PM

As businesses are forced to change their everyday operations, due to new work-from-home policies, mandatory shutdowns, and much more, they are rightfully anxious about maintaining the health, well-being, and safety of colleagues, suppliers, and customers.

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Tags: unified communications, UCaaS

SMS, Chat, and Social: The New Normal of Contact Center Solutions

Posted by Jeff Stormer on 3/18/20 3:06 PM

Contact Center solutions have been focused on voice for decades, with service-oriented companies maintaining staffs full of people devoted to fielding phone calls. Of course, those contact centers are still out there in abundance — but what’s changed is the customer.

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Tags: contact center

The ABCs of Selling Contact Center Solutions (Part 3: S to Z)

Posted by Jeff Stormer on 3/11/20 4:35 PM

For those who’ve been following our “ABC” list of cloud Contact Center benefits, terms and concepts (and if you want to catch up, here are part 1 and part 2), here’s the final entry.

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