Insights for business managers.

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Why your call center needs "TEXT" solutions!

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21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much.   Those…
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Building an AWS Call Center is the definition of a "Disruptive" technology"!

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AWS Connect - A Game Changer! It has been almost a year since we first took a look at the AWS Connect Call Center service and what a year it has been.   Since it's pubic release, AWS is most likely the fastest growing Call Center solution in…
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Click2WebChat.com Browser Based Call Center featuring Video Chat & Screen Share!

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Do you Text or Call? Most call centers have learned that folks are not sitting at home on a wired land line phones calling for tech support,  or to make an appointment or to check on the status of an outstanding order!   These folks are rushing…
Amazon Connect contact control panel

AWS Connect Contact Center - Our First Impressions & Demo!

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How we first used EC2! As a long time Contact Center custom software integration and scripting consultants, we long ago learned to use AWS if we want to get our projects completed on schedule and get paid!  Most scripting work in ShoreTel or…
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A Five9 Call Center "cloud" migration success story!

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Time for a new Call Center? Recently we had the opportunity to move a major enterprise call center from a premise based solution to a virtual call center.      Though the existing premise call center had performed faithfully for a number…
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WANtelligence - Software Defined Networks!

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WANtelligence? Recently while working an RFQ project to re-mediate the WAN for a major health care practice management company,  we had the opportunity to listen to the major carriers describe their network solutions.   The client company…
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ShoreTel Board takes company private?

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"ShoreTel  (SHOR) is in final stages of rolling out ShoreTel Connect". Who cares? Technology issues aside, ShoreTel remains dog meat in the financial markets. Since the company's public offering in 2007, the stock has never sustained a price…
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Recording ShoreTel phone calls!

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Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside the call center.    There are any number of reasons to record calls for including compliance, clarity and…
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TEXT-2-AGENT Sending text and pictures to your call center?

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Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time.  The interface is very simple:  Login, pick a number…
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Customer Service by the Numbers - brightmetrics!

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In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts…
Mobile messaging notification illustration

Call, Click or Text your Contact Center?

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Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to increase the number of incoming telephone lines to your…

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