June - 2016

When Virtualization Should Be Part of Your Communications Strategy

As the needs of today’s business become increasingly complex, so do the jobs of network and systems administrators. When designing their organization’s IT architecture, IT staff must consider the need for security, redundancy and uptime, not to mention the impact of business process applications such as ERP and CRM on servers and phone systems. It used to be the CIO and the IT team built their solutions around onsite IT infrastructures housed in secure data centres. However,

Customize Your Contact Centre To Meet the Demands of Your Customers

Nowadays, customer support is far more complex and challenging than ever before. Technology has fostered higher expectations amongst customers, who not only expect to reach you through a wider variety of channels, but also increasingly demand same-day resolution of issues. In a recent Nielsen/Harris poll, 79% of Millennials said they expected response back within a day to their online questions. Expectations of Baby Boomers and Gen X’ers weren’t much lower: 71% and 73% respec

How Unified Communications Makes Escalating Issues Faster and Easier

When your customers call you with questions or problems they expect fast resolution. Don’t let an outdated phone system slow you down. If you’re relying on older technology, connecting the customer with the right person, right away could be challenging, resulting in longer hold times and callbacks. Plus, since today’s customers have multiple ways to interact with your business, they may seek answers using a variety of channels, from email and instant messaging to social media