September - 2016

Cloud Communications — Hype or Help?

Recently there’s been a lot of buzz about the “Cloud” and “Cloud Communications.” Is the Cloud worth taking a look at? Are there real, tangible benefits to cloud communications, or is it all just hype to drive more sales and greater profits to cloud providers? Well — Let’s just say it’s a little bit of both “hype” and “help”. On the “Hype” side of the equation — Cloud communications providers benefit from the subscription model of Cloud Communications and its monthly recurri

6 Keys to an Effective Auto Attendant

When it comes to contacting a business for the first time, a recent study from Software Advice found that almost half (48%) of respondents still prefer a phone call. The same study also underscored that, when it comes to a business’ use of an auto attendant, you need to get it right. — 42% of survey respondents said they would take their business elsewhere after a frustrating auto attendant experience. When designed properly, auto attendants help manage incoming calls and ad

VoIP for Small and Medium-Sized Business

Before we start talking about why having VoIP is such a great way to go, we should review what we mean by VoIP and unified communications. Voice over Internet Protocol is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (such as the internet). Unified Communications is a term describing the integration of real time communications services such as instant messaging (chat), presence information, voic

5 Smart Contact Centre Strategies Designed to Improve the Customer Experience

In a recent study of more than 300 contact centres from across the globe, Deloitte found that 85% of respondents viewed customer experience as a competitive differentiator, up from 62% in 2013. Accuracy and quality of information, quick access to contact centre team members, and first contact resolution were identified as the top customer experience attributes. When it comes to customer experience, how does your business measure up to the attributes identified in the Deloit