When you start to look at customer interactions as two way conversations and not separate outbound Sales calls and inbound support interactions a whole new – more engaging – level of customer interaction becomes possible. Join Analyst Sheila McGee Smith and Geoff Mins for an examination into how the right sort of outbound interactions can build a new level of […]

Business travel management, meeting, and event planning firm, Gant Travel, knew that to provide the best travel experience for their customers, they needed to provide highly personalized, intelligent customer experiences. That’s why they moved from premises-based system to a cloud-based collaborative contact center solution. By enabling a virtual workforce outside of headquarters in Bloomington Indiana, through quality communications and remote […]

What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility.

It’s estimated that businesses today collectively lose $62 billion per year due to poor customer service.1 So what factors account for this massive annual revenue loss? • High agent turnover rates and slow ramp-up times • Time-consuming sharing of information • Inability to access needed experts, reducing first-contact resolution

It’s difficult to find consumers who thoroughly enjoy today’s contact center experience. No one is thrilled with the automated attendant greeting, an unintelligent voice system, or the incredibly cumbersome means required to talk to another human being.

Modern businesses are increasingly concerned about comprehensive security, as threats continue to grow. Employees are more mobile and using differentiated services, requiring in-depth security at all levels. Coupled with the major shift of enterprise adoption in global cloud solutions, the pressure and responsibility of protecting corporate data has subsequently increased. The cloud workplace offers a powerful, flexible, and reliable platform […]

Cloud-based communications solutions offer obvious benefits over traditional on-premises PBX systems, including peace of mind, unsurpassed scalability, and overall cost effectiveness. But while cloud technologies can drastically reduce management and implementation complexity, the transition from legacy PBX solutions to cloud-based solutions can still involve unforeseen complications and challenges. The secret to a successful deployment is a well-planned implementation aligned with […]

Businesses are rapidly moving to the cloud for their communications and collaboration needs, especially when they want to deliver a consistent set of services to staff anywhere in the world without the hassles of maintaining a PBX of their own. Unified Communications as a Service (UCaaS) strives to meet business needs for features and performance, but achieving a successful rollout […]