Contact Center Software Featured Articles
How Trends Impact Contact Center Software Decisions
At the end of each year, it's common for technology vendors to examine the successes of the past 12 months and look ahead to challenges and opportunities around the corner.
VoIP Phone Systems are the Answer to 'PBX Emergencies'
In the days of yore, business telephones were about as flexible as a brick, and had about as many features, too. The good news is that the days of telephone systems being bolted down, unchangeable and tied solely to landlines is, of course, largely over.
New Predictive Dialing Rules Leave Some Contact Centers Confused
Many of us are familiar with those automated calls for a free trip to Aruba, to remind you to vote, or to ask you to contribute to a local charity. As a result, we have come to know the term for this type of call: "predictive dialing."
Q-Suite Contact Center Software Now Offers Real-Time Monitoring
Indosoft, the company best known for its Q-Suite multi-tenant call center software meant for use with the Asterisk telephony platform, recently introduced a new broadcaster daemon for its flagship offering that allows Q-Suite users to disseminate user, agent and telephony channel events in real time.
8x8 Cloud Services Help Healthcare Companies Meet New HIPAA, HITECH Regulations
With the implementation of new federal and state laws and regulations regarding protection of patient health information, more and more healthcare organizations are looking for solutions to comply with Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health (HITECH) requirements.
Is Your Contact Center Software Ready for V.VoIP?
The beloved contact center - how we have a love/hate relationship with the calls we need to make. We want to resolve an issue on first contact with an agent who speaks English clear enough that the experience is seamless. Likewise, if we receive a call, we want it to be relevant, quick and lead to adding value to the relationship.
What Can Hosted PBX Do for Your Business this Holiday Season?
For those companies that rely on the holiday season to round out their revenue goals, the busiest days of the year are just around the corner. Others are likely scrambling to finalize year-end financials and build out 2014 budgets.
Insight Enterprises Chooses 8x8 as 2013 Cloud Partner of the Year
It's been a very busy year for cloud communications and collaboration solutions provider 8x8, in which the company has begun overseas expansion and has been acknowledged by major players including Gartner and Forbes Magazine.
Did You Know Your Business Has a Contact Center?
If you're not in the contact center industry, have you ever considered that your business is still a contact center?
It may seem like a ridiculous question, but a recent Business2Community article makes this very suggestion.
Does Your Contact Center Software Include a Top Rated Unified Agent Desktop?
Are you getting the most out of your contact center software? This is a question every customer service manager should ask on a frequent basis as advancements in technology and changes in consumer trends can have a significant impact on performance outcomes.
Personalization Will Be One of Customer Support's Biggest Drivers
While the customer support industry is no stranger to trends, it's finding the right trends that can be tricky. Where should companies be focusing their energies and their capital at this point?
8x8 Sets Its Sights Overseas with Acquisition of UK's Voicenet Solutions
Extensive cloud coverage may not sound appealing when it comes to the weather, but in the technological world, expanding cloud coverage is great news. And for 8x8, a cloud communications and collaboration solutions provider, expansion is the word of the week. On Monday, November 11, the company announced that it will be acquiring Voicenet Solutions, a privately-held provider of cloud business telephony and communications services in the United Kingdom, for $18.4 million in cash. Up until now, 8x8 has focused primarily on offering services in North America, making this deal the company's first big plunge into European and international markets in an effort to move the company upmarket.
Analyst Group Finds Robust Growth in Latin American Contact Center Solutions Market
How strong is the Latin American contact center market? According to recent reports, so strong that it has even defied the global economic slowdown and continues to grow at impressive rates.
Government Agencies Rated Higher in Call Center Satisfaction
The folks over at CFI Group, a customer satisfaction and technology analytics firm, have some interesting new data regarding private sector contact centers versus their government counterparts.
Can Images Improve Your Contact Center Software?
For a number of us, visual assets help in communications. Whether it's when we're trying to learn something, collaborate on ideas or simply expand on current concepts, the application of visual cues certainly enhances the experience.
Six Ways Hosted PBX Saves Money
Just as turkeys are sweating with the impending Thanksgiving holiday, so too should the PBX in the closet of most businesses worry about its future. Traditional business phone systems with a PBX and telephony crammed into a spare closet are quickly becoming a thing of the past.
8x8 Named Among Best Hosted PBX Offerings on the Market
As businesses discover the benefits of voice-over-IP (VoIP), they are also uncovering another, even more useful evolution of the office phone network: hosted PBX.
Cost Isn't the Only Advantage of Hosted PBX
Any business that has considered its office phone setup lately knows that PBX in the office closet is both scary and unnecessary. Voice-over-IP (VoIP) has made it a waste of time and resources for a business to manage its own office phone network, as the office phone can now be administered in the cloud by a provider such as 8x8.
83 Percent of Organizations Lack a Business Continuity Plan 1 Year After Hurricane Sandy
Hurricane season is upon us yet again and it seems a majority of businesses didn't learn enough from the destruction wrought by Hurricane Sandy last year. A study from Ketch Consulting shows that 83 percent of businesses do not have a business continuity plan in place.
8x8 Inc. Appoints SaaS Technology Expert to Its Board of Directors
8x8 Inc. recently announced the appointment of Jaswinder Pal (JP) Singh to its Board of Directors, succeeding Mansour Salame. The election of JP Singh to the Board of Directors followed Mansour's resignation from the Board to pursue other opportunities outside the group.
Microsoft Dynamics CRM Adds Social Capabilities through Social Insights Integration
Microsoft recently introduced social capabilities to Microsoft Dynamics CRM, forming a partnership with InsideView to bring new Social Insights to the cloud-based Microsoft Dynamics CRM Online service.
Business VoIP Offers Entrepreneurs Fun and Flexibility
If you're a business - especially a small to medium sized one - with plans to expand your services, and you don't know about Voice over Internet Protocol (VoIP) business phone systems, you should. Not only are they more affordable than traditional phone services, but they also offer innovative flexibility that's hard to pass up, whether you're a brand new start-up or an established business owner looking to take on a side project.
8x8 Expands in UK with Interxion Interconnection Services
8x8, a provider of cloud communications and collaboration solutions, partnered with Interxion, a data center provider, for interconnection and localization services at Interxion's London data center.
Making Customer Service Feel Easy
I admit, even though I write about the contact center a lot, I sometimes dread actually calling a contact center.
Is Nature Trying to Tell Businesses They Need a Hosted PBX?
One amusing byproduct of being in the hosted PBX business is discovering that a lot of old telephone systems are done in by Mother Nature.
8x8 Ranked 23 of 100 America's Best Small Companies
Mom-and-pop shop. Corner stores. Neighborhood. Community. These are some of the commonly used terms to refer to what some call the heartbeat or backbone of America - small businesses. There are almost 28 million small businesses in the U.S., and more than 22 million are self-employed with no additional payroll/employees. More than 50 percent of the working population in the U.S. works in a small business. Last year, Small Business Saturday generated $5.5 billion in sales, celebrating local shops in various communities across the country and competing with giant holiday shopping days like Black Friday and Cyber Monday.
Why VoIP Matters for Today's Business Professional
The American dream often requires a fresh way at looking at challenges. Developing solutions can rely on traditional methods or employ new and innovative ways to accomplish the same thing. While the outcome may be the same, the way in which we get there can vary based on a number of different variables.
8x8 Sells Dedicated Server Hosting Business in $3M Deal
Telephony giant and cloud communications solutions provider 8x8, Inc. has sold its dedicated server hosting business in a $3 million deal. The acquisition was made by The IRC Company, Inc., which is doing business as Black Lotus Communications.
How to Rethink Your Business Communications Strategy
The way we communicate is always evolving. Look at technology and mobility - I got my first cell phone when I was a freshman in high school. I didn't have any Internet, apps or inbound and outbound text messaging in a single location on that device. My parents got their first cell phones only a few years before that. Today, I babysit four-year-olds that are the proud owners of an iTouch and know more about apps than I do. Your business' customers may not be these four-year-olds today, but they might be one day in the future. And they'll be much more tech savvy and demanding than ever. Are you ready?
Cloud Call Center Company NewVoiceMedia Sees Rapid Growth, Raises $35 Million in Funding
U.K.-based cloud contact center solutions provider NewVoiceMedia recently secured $35 million in a Series C round of funding. The financing was led by new investor Bessemer Venture Partners and joined by existing shareholders Highland Capital Partners Europe, Eden Ventures and Notion Capital. According to the company, the cash will be used to boost the company's international growth and closely follows the opening of its new regional headquarters in North America and Asia Pacific.
Cloud Meets Contact Center
In a webinar today, 8x8's Mike Reinhart, senior product marketing manager, and Josh Varela, sales engineer, will discuss the benefits of the cloud contact center model, proven strategies for deploying a cloud contact center in 14 days or less, and more.
Quikteks, 8x8 Partnership - a One-Stop Shop for Virtual PBX and IT Services
Quikteks has been serving the Fairfield area in New Jersey since 2002, providing IT support to small and medium-sized businesses (SMBs). When it found that many companies were moving toward cloud-based IT solutions for all their IT needs, it decided to enter into a partnership with 8x8 Inc., a provider of cloud-based communications solutions.
New Android App from 8x8 Offers Comprehensive Unified Communications Solution for BYOD Workplace
8x8 Inc. is a provider of cloud-based unified communications solutions, including voice, video and mobile solutions for small to medium-sized business and distributed enterprise customers. It is considered one of the largest Voice over Internet Protocol (VoIP) service providers in the country.
Why the Wrong Contact Center Software Can Torpedo Your CRM
Customer relations management (CRM) software is a crucial part of any business, and when integrated with the contact center it can drive real efficiencies and opportunities to cross-sell and up-sell products, in addition to building loyalty by delivering a better customer experience.
Contact Center Fraud Prevention Starts with Agent Training
Like most things in life, the devil is in the details when it comes to ensuring security in the contact center.
Warde Associates Partners with Worksoft to Expand Consulting Service
Warde Associates, a software and services company, recently partnered with Worksoft to improve its CÖRR methodology to be tool-agnostic. The company selected Worksoft Certify as a preferred functional testing software solution for CÖRR QuickStart, the consulting service product from Warde Associates. It is a collection of software and services to enable customers to achieve success.
How a Cloud Contact Center Can Be Deployed in Under 14 Days
The cloud is more than just a buzzword - 64 percent of enterprises that have separate budgets for cloud computing are predicting spending increases this year and into 2014.
8x8 Board of Directors Member Vikram Verma Named CEO to Fuel Profitable Growth, Global Expansion
Big news for 8x8! The cloud communications services and solutions provider recently appointed Vikram Verma as its new CEO.
8x8 Launches Zerigo VDI Platform for Desktop Virtualization
8x8, a provider of cloud communications and computing solutions, recently launched Zerigo VDI (virtual desktop infrastructure), a platform for desktop virtualization.
How Contact Center Software Delivers on Expectations
Technology and the contact center today are nearly synonymous. It's difficult to find a calling floor that isn't incorporating some sort of technology to ensure the free flow of calls and the optimization of every interaction. There are also quite a few guidelines in this industry that demand the use of technology to ensure compliance.
Did You Know? VoIP Virtual Numbers Are Part of Internet Marketing
8x8 points this out in a recent post, saying that since business VoIP runs over the Internet, having a virtual number can be tracked just as the metrics in Google AdWords. Specifically, a virtual number by its very nature can track advertisements, except unlike AdWords, there is an actual person on the other end of the phone, often times which can result in an actual sale. This tidbit is a pretty big deal, as it can cost less than paying for clicks and yet it has real, tangible results.
8x8 Launches Zerigo VDI Desktop Virtualization Platform
8x8, a provider of cloud-based communication and computing solutions, launched Zerigo VDI, a desktop virtualization platform.
VoIP Provider 8x8 Delivers Innovation Aplenty
Innovative is not the first word that comes to mind when one thinks about big firms. But the VoIP solutions provider 8x8, one of the largest VoIP service providers in the country, is showing a remarkable talent for innovation.
Three Tips to Virtual Call Center Agent Success
Call center agents are a must-have in the customer service division of the company. But, how do you ensure that the agents you hire will meet the expectations you have for great customer interactions? Perhaps even more importantly, how do you ensure that once you get a great agent in place, he or she will stay for the duration?
Have You Tried Shortcuts with Your Contact Center Software?
Productivity is a common focus in the call center. Whether it's the time it takes an agent to complete a task, the amount of time the customer spends waiting in the queue or the steps that have to be taken to find information, a primary focus is on reducing time to improve outcomes. Contact center software can help deliver on those results, especially if they allow shortcuts.
How Group Chat Can Improve Agent Performance
Conversations often include two people sharing ideas, collaborating over new challenges or investigating a solution to a problem. When these two people can't find resolution on their own, they may bring in other parties. That conversation then becomes a conference call. If the same type of collaboration can happen on a chat, the virtual call center may enjoy improved productivity.
Ramana Gottipati Joins 8x8 to Boost Product Development
8x8 is taking its product offering one step further with the appointment of Ramana Gottipati, a 15-year product management and marketing veteran, as Vice President of Product Management and Adoption, where he will lead the product roadmap for 8x8's unified communications services and initiatives across mobile and broadband platforms.
8x8's CEO Shares Insight on Tech Growth
The path that technology follows is often laden with challenges, opportunities and growth. The latter tends to be the norm as of late, with tech growth hitting new highs. 8x8 has seen its share of peaks and valleys in the tech space, surviving the tech bubble burst in 2001 and pushing through the recession of 2008 to eventually become a top hosted VoIP provider.
Flexibility is the Key to Contact Center Success Today
The modern contact center - or at least its technological potential - is a wonder today. Once upon a time, simply gathering enough information to marginally help a customer was a challenge. It was a manual process that many call centers failed: ensuring they have the customer's past history, previous contacts, product or service purchase information, shipping statuses, etc. This information allowed them to address customer issues at least in part, but since it resided in a multitude of locations, it took initiative to gather, and the right data often wasn't available.
8x8 New US Patent Improves Distributed Conferencing in Collaborative Environment
While in the past, going to a business meeting meant managing different schedules and actually traveling to a location to collaborate on business goals, projects and reports, today, the process is a little different. You can still accomplish business goals, meet with people from different locations and be productive, but now you can do so without ever leaving your office. Video conferencing enables executives from all over to join together in a single location without traveling anywhere.
E-Rate Program Subsidizes School Phone Upgrades
This focus on social outcome instead of economics can mean that many schools suffer from inadequate infrastructure. Just about every school in the U.S. may have blackboards, for instance, but other infrastructure, such as a PBX phone system, might be woefully out of date.
Virtual Contact Center Technology Enables Multichannel, Multimedia Operations Quickly and Affordably
Essentially, companies that are not running cutting-edge, multichannel and multimedia contact centers using a 360-degree customer view are at great risk.
Why the Multichannel Environment Matters to the Customer
The ringing of the telephone is a constant reminder in the call center that customers need to interact with someone to find information, resolve a problem or make a purchase. While the sound signals job security for the agents on hand, it can also point to the potential to offer multiple channels for customers seeking resolution for a problem they could truly solve on their own.
Call Centers Find Benefits beyond Cost in VoIP Deployments
Many organizations have switched to voice over IP (VoIP) telephony simply to save money. It does this particularly well: it cuts out long-distance costs almost entirely, lowering the cost of doing business. Companies implementing VoIP, however, have found a whole host of extra benefits they may not have imagined before. Employees are able to be more mobile, no longer chained to their desks because traditional voice calls couldn't be forwarded to them. Their VoIP phone systems are more flexible, allowing organizations to configure their phone system to whatever shape best benefits them at the moment.
Why Aren't More Contact Centers Using Cloud Solutions?
We spend a lot of time talking about cloud-based contact center solutions. So much that you might imagine that most call centers run in the cloud. This isn't true. In fact, research published last year by Nemerets discovered that only 14 percent of companies use cloud-based solutions for customer service and call center operations. That leaves the other 86 percent either adamantly opposed, neutral or still investigating what the cloud will bring them.
The Benefits of Contact Center Call Recording
The recording of the contact center conversation - it's something we have come to expect as consumers interacting with the customer service department. We're told it's to ensure quality and may be used for training purposes. If that's all the call center hopes to gain from its call recording, it may be missing out on key opportunities.
Gave Up on Your Old Telco? You Can Win an iPad
8x8 customers: take note. Have you recently given your old telco the "heave ho" and switched to the business VoIP provider? Perhaps you want to give your story and testimony over at the 8x8 blog, because you can win an iPad for sharing your story.
The Cloud is the Call Center Industry's 'Giant Killer'
The call center industry has seen a kind of leveling in recent years. Once upon a time, the largest of companies that were able to maintain huge, technologically advanced contact centers dominated the call center industry. Smaller companies ran call centers only to try and meet customer expectations, but these call centers were costly for them to run, and rarely accomplished anything except putting out the occasional customer displeasure fire or performing basic customer support functionality. These smaller call centers could never hope to offer their services to large Fortune 500 type companies.
Taking Control of the Web and Increasing Satisfied Customers
As the call center transforms into the contact center, companies and agents alike have to think about delivering multichannel service. Customers aren't just calling in to companies for their complaints, issues and troubleshooting questions; they are also using the Internet and all of the different channels it offers, such as social media, websites, e-mail and online media.
8x8 Technology Fills in the 'Technology Black Hole'
We take modern communications for granted sometimes, particularly those of us who live in urban or suburban areas. Your cell phone has a signal. You're near Wi-Fi. You're good to go. But what happens when neither of these factors exists? You're somewhere without a cell phone signal, and you're many miles away from the nearest Wi-Fi signal (let alone a decent cup of coffee.)
Going Virtual Means Flexibility for the Call Center
For businesses looking to cut costs, grow their workforces and be as flexible as possible in every instance, moving toward a virtual contact center is an attractive and viable option that doesn't require a lot of resources.
Astute Solutions Unveils Latest Contact Center Software Featuring Virtual Agent Innovation
Astute Solutions, a provider of Web and contact center software solutions, recently introduced the latest addition -- RealDialog 6.0 -- to its powerful customer service boosting tools that include customer relationship management, knowledge management and social CRM software.
8x8 Jumps Two Spots on Infonetics Research's VoIP Service Leadership Scorecard
You may have noticed that in enterprises today, voice over IP (VoIP) telephony is fast gaining on traditional telephone service for a variety of reasons, including cost, flexibility, reliability and next-generation communications features. What you may also have noticed is that the business VoIP market is changing a bit.
Virtual Call Center Solutions Serve the Needs of Today's Contact Center
Customers expect a number of things today, but perhaps the most important is a customized experience. Customers may choose to contact a company via a variety of different channels, and regardless of which medium they choose, they expect that the organization will know who they are, what their history is and what their preferences are.
Real-Time Metrics are Critical for Contact Centers Seeking to Meet Service Level Goals
Asking if tracking metrics in the contact center leads to improvement in operations is a bit like asking how long a string is. Depending on what metrics the call center tracks, it can use this information to monitor key performance indicators (KPIs) and service levels and understand if it's operating at optimal efficiency.
Call Centers Boost Quality and Reduce Overhead with the Virtual Contact Center Model
There are large call centers, there are small call centers. There are also virtual call centers, or a well-organized but geographically distributed collection of call center personnel and resources tied together by one robust, VoIP-based telephony system and a cloud-based contact center solution.
8x8 Mobile App Delivers Anywhere Connection, Even Overseas
Cloud solutions provider 8x8 released Version 4.0.3 of its mobile app for iPad and iOS in March and its last Android update in February. The mobile app is free with any existing Virtual Office subscription. On a recent overseas trip, 8x8 subscriber Gary V. Nicolas, a managing partner with Secant Healthcare, discovered that when international roaming failed him, the 8x8 mobile app instantly connected him to his office phone. All Nicolas needed was a Wi-Fi connection and his smartphone.
8x8 Patent Helps 911 Services Find Callers Faster
8x8 was awarded with a new patent in April, and like most patents, it's filled with complex terminology that can be confusing for those unfamiliar with the jargon. As such, it might be helpful to take a look at 8x8's 87th patent to understand what it can do.
8x8 Demonstrates Industry's Only Cloud-Based Call Center and Hosted PBX Solutions
8x8, Inc. delivers innovative cloud communication services including hosted PBX telephony, unified communications, call center software and video conferencing solutions for more than 30,000 small and medium-sized businesses. The company has received awards and is recognized as a leader in the services it provides by Gartner, Frost & Sullivan and Synergy Research Group. The demonstration at the 14th Annual Call Center Week lets organizations to see the company's Virtual Contact Center and Hosted PBX solution.
8x8 Showcases Virtual Call Center and Hosted PBX at Call Center Week Expo
8x8, a provider of cloud-based call centers, hosted PBX and unified communications solutions, is showcasing its products at the 14th Annual Call Center Week Expo.
OpenSpan Enters into New Reseller Agreement with South Africa based Ninzi-Connect Software
OpenSpan, Inc., a provider of worker optimization, activity management and automation solutions, has entered into a new reseller agreement with Ninzi-Connect Software of Johannesburg, South Africa.
Was Unified Communications Inspired by Star Trek?
We still don''t have the underground civilization that Isaac Asimov championed or the flying cars, but despite those disappointments science fiction has long been the conceptual home for technologies that later find themselves actually existing in the world.
Call Centers Have the Power Turn Web Site Visitors into Customers
Capturing the maximum number of visitors and turning them into customers is critical for the health of the business. It used to be accomplished through inside sales personnel skills alone, but today, technology can offer a big boost, particularly if your contact center platform is properly integrated with your customer relationship management (CRM) solution.
Callback Technology Can Make or Break the Customer Experience
Callback technology in the call center can make or break your reputation when it comes to offering the best customer experience. If implemented incorrectly, it can be a huge turnoff, resulting in lost business, lost revenue, and worse, lost customers. Callback technology can be a great tool if it's used properly, but it comes down to configuration.
Federal Drinking Water Hotline Gets Big Boost From 8x8 Virtual Contact Center
Outreach Process Partners (OPP) recently had a tight deadline to meet. The Environmental Protection Agency (EPA)--specifically its Office of Ground Water and Drinking Water--selected OPP to operate its Safe Drinking Water Hotline, one of the central features in ensuring safe drinking water for a large portion of America. While OPP was indeed well-suited to set up such a system, the terms of the EPA's agreement required OPP to set up that hotline, and have it ready for operations, in just under eight weeks.
8x8 Hosted PBX Phone Service Supports HIPAA/HITECH Regulatory Compliance to Offer a Secure VoIP Experience
While many companies are turning to business VoIP for efficient communication, there are also security concerns and compliance requirements to face. Security is a vital component of any VoIP business phone service to make sure attacks like denial of service, eavesdropping and toll fraud can be prevented, information can be secured and processes can be regulated.
Appian Turns to 8x8 Virtual Office Hosted PBX to Support Growth
8x8, a provider of virtual office business VoIP solutions, recently announced that business process management (BPM) specialist Appian has selected its cloud-based hosted PBX business phone system to facilitate continued growth.
Customer E-mail Shouldn't Disappear into the Black Hole of a General Inbox
When it comes to contact center media channels, e-mail has traditionally been the one that receives the least attention. It's conventional wisdom among customers that if you send an e-mail to a company, your chances of getting an answer are slim. Many studies back this up: e-mail is the least monitored and handled form of customer communications.
Why Automatic Status Codes Improve the Customer Experience
Managing the flow of calls and agent availability in the contact center is nothing short of challenging. If agents forget to set their status to busy when an outbound call is made, the inbound call routed to that agent could result in a frustrated customer who wasn't planning to wait several minutes in a hold queue.
Thrive Senior Living Saves Big, Improves Functionality with 8x8 Hosted VoIP and Unified Communications
Whether you're in retail, finance, legal, media or customer service, companies from all industries are turning to VoIP to improve their business communications. A recent study from Infonetics Research predicts that $377 billion will be spent on business and residential VoIP services by 2016, driven primarily by SIP trunking, hosted VoIP and unified communication services.
Debunking Hosted PBX Myths
You know you want to consider the benefits associated with the cloud and have considered a few providers to deliver the hosted solutions you need. The challenge is deciphering the extensive information that is available and making it work for your environment without falling for propaganda or industry myths.
Ben Taft to Maintain 8x8's Position in Hosted PBX and UC Industry as VP of Inside Sales
A company generating $27.3 million in revenue in one quarter and serving a growing customer base of more than 31,473 needs a strong figure to manage sales, enhance customer relationships and fuel the growth of the business.
8x8 Recognized for Unified Communications Innovation with Virtual Office Desktop
The key to being a successful worker in today's tech-savvy society is embracing mobility. Accessing contacts, documents and networks on-demand from anywhere is becoming the norm among today's workforce. 8x8, a provider of cloud-based communications and computing solutions, understands this, and offers a number of business communications solutions to today's companies.
Why the Call Center is Better with 8x8
The standard 8 a.m. - 5 p.m. grind once demanded a commute to work, navigating the busy parking garage to find your coveted space, skirting through the office politics to ensure you aligned yourself with the right side and avoiding the doublespeak that can occur in the break room or around the water cooler.
8x8 Releases New Version of Virtual Contact Center
Provider of cloud-based communications and computing solutions 8x8 has released Virtual Contact Center 7.1, an upgraded version of its hosted call center software service.
8x8 Hosted PBX Service Finds a Lost iPhone
Here's a tech-era world problem that happens all too often today: losing a mobile device. With the majority of mobile phone users sporting smartphones, many of them used for work-related communications, it can be a serious loss, whether it's just for contacts, photos, or, worse, sensitive work data.
AltiGen Communications, OBT Anywhere Deliver Cloud-Based Contact Center Software for Microsoft Lync
AltiGen Communications, a provider of Microsoft-based VoIP business phone systems and unified communications solutions, announced a partnership with OBT Anywhere, a provider of Hosted Lync services, to deliver hosted cloud-based contact center software for Microsoft Lync.
8x8 Awarded New Patent for Emergency Communications
Technology innovations have enabled emergency communications to move well beyond the traditional 911 phone call. Text messaging, the Internet, IP communications and more have advanced the ways organizations can respond to disasters and emergency situations. Traditional telephone lines are being complemented or replaced by cell phones, Internet-enabled devices and other technologies, like machine to machine communications.
VoIP-Based Auto Attendants Benefit Even the Smallest of Companies
While the auto attendant (the automated voice that direct calls at the front of a phone call to a company) is very familiar to anyone who hasn't been living on a desert island for 40 years, it's often the hallmark of large companies or very consumer-oriented companies. There's a reason for this: once upon a time, the auto attendant and interactive voice response (IVR) system behind it was an expensive option. Auto attendant solutions were big, bulky, premises-based solutions that required knowledgeable IT staff members to administer.
How 8x8 Improved the Call Center for Blueair
The key to quality service is ensuring customers have what they need before they realize they need it. Waiting in the wings when the unexpected arises is the call center. If agents in that center are slow to respond or standardization is lacking, the service delivered on the front end may be overshadowed by poor service on the back end.
How to Support the Mobile Customer Experience
Any customer service interaction channel developed for customer service should focus on one key point: ensuring customers have access to exactly what they need, when they need it. This means the mobile app - catering to the consumer on the go - cannot cause more confusion than convenience. The contact center software should integrate with the mobile app so customers can accomplish their goal, even if they cross over to another channel.
How to Protect Your Business Communications against a Zombie Apocalypse and Other Disasters
While pop culture waits for the next Zombie Apocalypse, companies and call centers are often nervous about other kinds of disastrous events, usually of the natural variety: floods, snow storms, long power outages, earthquakes, hurricanes and other weather or technological events that can affect the way a business communicates with its customers.
Cloud-Based PBX and Contact Center Providers Give Businesses Disaster Resiliency
Today, the cloud-based contact center market is booming, while the premises-based sector is struggling to survive. Across the world, in contact centers of all different sizes, end users are adopting cloud-based solutions in order to prepare for the future and always be ready for when disaster strikes.
Presence Simplifies the Architecture of Contact Centers
Presence Technology is significantly simplifying the architecture of contact centers with the release of a completely web-based agent contact center solution. The new version-9.2- includes significant enhancement to Presence's completely web-based solution called Web Agent.
Baby's Journey Scores at Customer Care with Sound Telecom Call Center Services
Sound Telecom, a Seattle-based provider of telephone answering, call center and cloud-based phone services, is now delivering inbound call center services to Baby's Journey, a Pawtucket, Rhode Island-based provider of baby care products. Baby's Journey will benefit from Sound Telecom's inbound call center services to deliver high level of customer care to new parents and their dear ones looking for high-quality products for their infants.
West Town Savings Bank Moves to 8x8 VoIP Business Telephone Solution
If you have ever been responsible for setting up a new business, a new office or branch, a new call center or simply an offsite location for the purpose of disaster recovery or overspill, you'll know that getting business phone service up and running quickly is about as easy as getting a candid photo of the Loch Ness Monster. Most companies looking for new service hear a lead-time of at least several weeks: IF they are very lucky, and longer if they are not.
PSS Joins the EchoPlace Partner Network
PSS (Product Support Solutions), a highly specialized systems integrator and IVR solutions expert has joined the EchoPlace Partner Network. Echopass is a Software as a Service (SaaS) provider of cloud-based contact center solutions to large Enterprises. That helps enterprise clients to optimize their customer service through innovation from partners connected to the open Echopass cloud platform.
The Cloud Takes Over the Contact Center
These days, the cloud-based contact center market is booming and showing no sign of slowing down, while the premises-based sector is struggling to survive. Across the globe, in contact centers of all sizes, end users are adopting cloud-based contact center solutions to prepare for the future.
Auto Attendant Functionality Help SMBs Project Large
Many years ago, I started a small Web development business. It was just me and a friend, but to secure accounts we needed to project large and inspire confidence in our potential clients both that we would be around for awhile and that we were professional enough to do the work that they expected. One of the first steps when we started our business was setting up a toll-free number and an auto-attendant system so clients and potential clients would hear the same sort of professional phone response they expected from much larger companies.
Meeting the Needs of Today's 'Virtual' Contact Centers
When you think of call centers, you probably think of lots of busy agents at work on telephones. Perhaps these imaginary agents send an occasional e-mail. In most modern contact centers today, the truth is much more complicated. While telephone remains the primary and first choice of customers when it comes to resolving issues, two newer channels have made their way into the mix of call center media: social media and mobile apps.