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 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

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)

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)

The Direction of VoIP in the New Year

Posted by Kimberley Drobny, Vice President, Marketing

January 12, 2016; 3:30 PM

VoIP has become an essential way for businesses to communicate, and the technology surrounding it continues to grow and develop. In fact, it has grown to be one of the top performing business technology solutions for the past decade. And the technology is still very much in its infancy. 

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Topics: product development, Voice over IP (VoIP)

3 Ways VoIP Makes Collaboration Easier

Posted by Kimberley Drobny, Vice President, Marketing

December 15, 2015; 3:30 PM

One of the best ways for any business to fully utilize its skills and resources is by improving the collaboration process. In order to collaborate effectively, employees need tools that allow them to participate from any place at any time. More and more businesses are beginning to incorporate VoIP services as a way to make collaboration as seamless an experience as possible.

Here are three ways businesses today are using VoIP to help improve business processes through superior collaboration:

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Topics: BYOD, Voice over IP (VoIP)

How VoIP Keeps Communication Easy in Inclement Weather

Posted by Kimberley Drobny, Vice President, Marketing

December 1, 2015; 3:30 PM

Winter is on the horizon, and with the arrival of winter comes the snow and ice that makes everyday tasks excruciatingly difficult. Heavy snow and ice can cause damage to power grids and telephony infrastructures, which can have serious consequences for organizations that rely on them for communicating and other business needs. Without phone lines some companies may encounter a serious loss in sales and dissatisfied customers.

Not only can inclement weather disrupt day-to-day operations, but it also poses as a hazard for employees and their commute to and from the office. Icy roads can slow traffic down to a crawl and the potential for accidents is significantly increased. This can have a seriously negative impact on the availability of your employees and can result in low output for companies who rely on their employees being in the office in order to keep things running smoothly.

 

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

A Short History on Unified Communications

Posted by Kimberley Drobny, Vice President, Marketing

November 24, 2015; 3:30 AM

Unified Communications was born as a result of the development of VoIP back in the late 1980’s and early 1990’s. The first attempt to make voice an application on the data network was being marketed in the mid 90’s with the term AVVID, or Architecture for Voice Video and Integrated Data, by a small company named Celsius who had just been acquired by Cisco.

With the development of the Linux operating system kernel, more and more startups began mirroring Cisco’s example by building a cheap PBX with features focused around helping small and medium sized companies.

 

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

3 Considerations When Choosing a VoIP System

Posted by Kimberley Drobny, Vice President, Marketing

October 27, 2015; 3:30 PM

Businesses are adapting VoIP as a means for establishing a more flexible and affordable solution to their unified communications needs. The ability of VoIP to improve a company’s operation efficiency and cut telecommunication costs, all the while increasing overall performance, has made it the superior choice for businesses when building a telephony system.

 

However, within the VoIP market there are some options that may better fit your company than others, so it’s important to consider how offerings can differ from one another. Choosing the right UC system for your business can come with risks, so in order to help you choose the solution that will best fit your needs, consider the following areas:

 

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