If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have most likely run into, and been frustrated by some of the "gotcha's" that VoIP company's use to get you to consider their service above all others. Even when you have narrowed it down to just […]
I very seldom comment, in this technology blog, on company policy and just try to stay focused on VoIP. This time I am speaking out as a ShoreTel Shareholder.You know, one of the people who bought into the $10 a share IPO (at about the time they were suddenly sued by Mitel for patent infringement)? ShoreTel stock […]
Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following letter: I'm writing you this morning to express my great disappointment in regard to Cisco's recent announcement to retire the CCIE Voice track with no reasonable upgrade path to the CCIE Collaboration. I know that […]
If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand. A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff to be present. This means nobody will […]
Anyone who has been deploying telephone systems for any length of time has run into the "language" issue. Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are a small local business. It is rare to encounter an Automated […]
With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting to bleed into the enterprise. And now some businesses are beginning to evaluate whether they can manage their phone system needs directly from a smartphone. But before jumping directly into managing your business via smartphone, […]
Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you" and then waited and waited and waited. It probably crossed your mind that maybe they all went home! […]
It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers. In fact some call centers are now offering a Call Back with no phone call required from your caller at all! The caller can text a message to the call center […]
Do you run a business in which the day shift and the night shift share the same telephone instrument? This is a very common feature requirement in call centers, help desks and order lines. In the Health Care Profession, a very common staffing requirement is to rotate the "front office" staff, with the […]
The actual task of upgrading your ShoreTel system from one software version to the other is "brilliantly simple". The process, however, requires attention to the detail! Any software upgrade will challenge your "change management" process! It is a complex process with many moving parts and it is up to you to understand what those parts […]
As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX. The fact of the matter is they are both really excellent solutions and very similar in many respects. Historically, ShoreTel has had a single administration portal for the deployment of their iPBX solution. You go to one portal to […]
We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing this feature in the near future! In our last blog we took a look […]