The Shift Towards VoIP

Posted by Kimberley Drobny, Vice President, Marketing

August 11, 2016; 3:30 PM

The enterprise VoIP space has quickly emerged as an industry booming with growth, innovation and integration. Due to lower costs and less maintenance, more businesses than ever before are saying goodbye to their traditional phone systems and adopting hosted VoIP services.

 

To close out the month of July, we’ve pulled together articles from around the web that offer insights into the shift towards VoIP services and why organizations should embrace this change. 

 

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The Impact of Surveys on Companies in a Customer-Driven Era

Posted by Kimberley Drobny, Vice President, Marketing

August 2, 2016; 3:00 PM

We have become a culture driven by surveys. “Would you take a moment to rate us?” “At the end of this call, would you be willing to answer a few questions about your experience?” have become common phrases in our everyday lives, whether it’s rating an app, a call with a customer service representative or a service.

 

Customer satisfaction surveys allow companies to get direct feedback instantly, gauge satisfaction or displeasure and measure just about every aspect of the interaction. Companies can more effectively address issues, examine processes, predict outcomes and focus on how to build better relationships with their customers.

 

The other side of the coin is the customer’s perspective. Because surveys are now commonplace, companies now more than ever are held accountable to specific standards. In order to stay in line with expectations, organizations must hyper-tune in to what their audience is saying via these surveys in order to stay up to speed with what their customers want.

 

With the prevalence of customer surveys and the resulting higher expectations, here’s a look at a few key elements that companies must keep in mind and pay keen attention to in this modern consumer-driven landscape.

 

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Topics: marketing tools, product development

Identifying Key Features for Contact Centers of All Sizes

Posted by Kimberley Drobny, Vice President, Marketing

July 26, 2016; 3:30 PM

What constitutes a contact or call center? This is a question that not every business might be able to answer easily, but it’s actually pretty simple. Do you talk to customers every day? Do you manage inbound requests and work to solve customer issues? Do you communicate using e-mail, text messaging, live chat and social media?

 

If the answer to these types of questions is yes – even if you wouldn’t label your organization as a contact center or having a contact center – you can still benefit from enterprise-grade contact center features that could enhance and boost your business and operations.

 

Here’s a look at four important contact center features that could benefit your team, no matter your size or classification.

 

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Topics: Cloud Communication, Voice over IP (VoIP), mobility

Communications Should Be Moving Toward the Enterprise

Posted by Kimberley Drobny, Vice President, Marketing

July 12, 2016; 4:00 PM

Organizations are realizing more and more the advantages of weaving digital solutions and practices into their company structures in order to stay ahead of the game. This not only makes companies competitive, but also more flexible and able to adapt to fast-changing practices and expectations.

 

According to a recent article by Data Center Knowledge, companies adopting these new enterprise technology methods should keep a few key business tech trends in mind. Here’s a look at three of trends applicable to the world of unified communications/VoIP.

 

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Topics: Cloud Communication, Voice over IP (VoIP)

The Unified Communications Train is Gaining Speed

Posted by Kimberley Drobny, Vice President, Marketing

July 5, 2016; 4:00 PM

In keeping with last week’s mobile workforce theme and the buzz surrounding how the traditional workplace is changing, it’s only natural to broaden the discussion to unified communications as a whole.   

 

The UC space is already growing at a brisk clip and there have been huge advancements. There has been significant evolution in video, file sharing, applications and conferencing, and more and more organizations are using applications in the cloud. Towards the end of last year, there were a few predictions floating around about the UC market for the upcoming year. Here are the top two:

  • More organizations will adopt a hybrid of on premise and public cloud solutions.
  • Unified Communications as a Service (UCaaS) and contact centers will be a big focus for CIOs as they add unified communications solutions to their arsenal.

 

Both of these predictions are still in the beginning stages, but they’re steadily gaining traction. In the meantime, let’s take a look at a few of the other important elements in world of UC, where it is already evolving and where it needs to head in the future.

 

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Topics: Cloud Communication, product development, Unified Communications (UC)

The Mobile Worker in a Connected World

Posted by Kimberley Drobny, Vice President, Marketing

June 21, 2016; 3:30 PM

In our increasingly connected world, businesspeople are becoming more and more mobile – easily working remotely using their portable devices from locations other than the office. The International Data Corporation (IDC) predicts that “the U.S. mobile worker population will grow at a steady rate over the next five years, increasing from 96.2 million in 2015 to 105.4 million mobile workers in 2020.”

 

Significant strides in existing technology and the development of new technology and solutions have opened up countless avenues in how business is conducted and people connect. The fact that employees no longer have to be tethered to their desks has pulled the rug out from under traditional business practices, causing a substantial shift in the modern workforce.

 

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Topics: Voice over IP (VoIP), mobility

Communications Should Be Customer-centric

Posted by Kimberley Drobny, Vice President, Marketing

June 9, 2016; 3:00 PM

Businesses are constantly seeking integrated and streamlined solutions to boost growth and give them a competitive advantage in the quickly evolving communications marketplace. A growing number of organizations, specifically with contact centers, are looking for solutions that will provide visibility into their operations, insight into employee productivity and customer service metrics.

 

These analytics and reporting tools are growing more valuable and instrumental to helping organizations make informed decisions. With this new approach and level of insight, businesses now have access to the most holistic view of contact center performance from every angle. It’s a shift in thinking and approach that focuses on contact center efficiency, with more of an emphasis on the customer experience.

 

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Topics: technology, Cloud Communication, mobility

Three Common Misconceptions About VoIP

Posted by Kimberley Drobny, Vice President, Marketing

May 24, 2016; 4:00 PM

Despite its many benefits, VoIP (Voice over Internet Protocol) is a technology still shrouded in mystery in today’s business world. Even though it has been around for more than 20 years, the industry is still educating customers on the what and why of VoIP. Misconceptions and general unfamiliarity have given VoIP somewhat of a negative reputation, causing reluctance among businesses to adopt the advantageous solution.

 

This means there is room for substantial growth in adoption rates as more and more companies learn that VoIP puts the user at the center of the communications experience and creates increased flexibility and efficiency for businesses.

 

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Topics: product development, Voice over IP (VoIP)

Communications Should Be Empowered by Visibility

Posted by Kimberley Drobny, Vice President, Marketing

May 12, 2016; 3:00 PM

In today’s world, we’ve become used to "instant everything" – access to world news, ordering food, directions to a destination and streaming movies are all available at the touch of a finger. It’s an immediate connectivity and access to services, data and people that we’ve come to expect.

 

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Topics: blog

Challenges facing VoIP / UC industry

Posted by Kimberley Drobny, Vice President, Marketing

May 10, 2016; 3:00 PM

Unified communications promises to increase employee productivity and customer satisfaction, empower Bring Your Own Device (BYOD) programs for mobile access and minimize expenses. However, the question remains if UC has really delivered on its promises.

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Topics: Cloud Communication, Voice over IP (VoIP), Unified Communications (UC)