Call Centers had no sooner become “Contact” Centers when multimedia “nice to have” features became “must have” requirements. The more mobile the customer base, the more likely that they are on a smart phone and not sitting at a desk computer. They want “contact” however they want to communicate. That use to mean voice by telephone, but might now mean text, chat, email and now video!
Continue Reading...What is a “peer to peer” call center? The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating. In fact, no telephone lines are needed, beyond the published customer service number. There is no large internal LAN network.
Continue Reading...What is a “peer to peer” call center? The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating. In fact, no telephone lines are needed, beyond the published customer service number. There is no large internal LAN network.
Continue Reading...Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications. Customers want more options for interacting with companies they buy products and services from. Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop. In a wireless world in which every man, woman and child seems to wonder around with a ‘text’ or sms enabled device on their person, does it not make sense that they would want to text your call center?
Continue Reading...Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications. Customers want more options for interacting with companies they buy products and services from. Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop. In a wireless world in which every man, woman and child seems to wonder around with a ‘text’ or sms enabled device on their person, does it not make sense that they would want to text your call center?
Continue Reading...Phone Training is a double edged sword. Everyone wants it but nobody really wants to make the time commitment required to get comfortable with the new phone features that a system like ShoreTel brings to your business. Most folks figure it is a phone, how complex can it be? That is true, ShoreTel phone are easy to manipulate and most features are intuitive.
Continue Reading...We do ShoreTel Support! With the release of ShoreTel Version 4.2 the company introduced the concept of virtual appliances. These software objects, had the potential of replacing the Orange ShorGear hardward boxes that typically characterize a ShoreTel deployment. The wisdom of trading the power of dedicated hardware based digital signal processing chips for the variable power of a shared computing resource aside, there are any number of advantages to using “virtual machines”.
Continue Reading...The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react. Most contact centers are still using 1990 thinking in a 2020 world! The adoption rate of Smartphones, customer satisfaction scores through social media, wide availability of video options, and the mobility of customer demographics are terrorizing your call center and what are you doing about it? Still routing phone calls based on Area Code?
Continue Reading...As a standard deployment practice, we at DrVoIP implement SIP trunks as a “fail over” on every system we install. As reliable as your PRI circuit has been, they do fail from time to time! In fact, we recently lost 27 PRI’s at a major San Diego Hospital when a carrier ( who’s name will remain anonymous) experienced a fiber cut taking out most of their clients in the region! Stuff happens!
Continue Reading...When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time? Are there really that many differences between contact center applications? Well, yes and no! As we continue the search for the killer script, that “holy grail” of scripts which can do it all and never needs to be modified, we turn our attention to the wonderful world of XML!
Continue Reading...Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers! Little did we know that in less than a month, Amazon would do just that with the introduction of the “Mayday” Button. The Mayday button does just what webRTC is destined to do, embedding a real time, text audio and visual communications channel within a web browser! Technical support like CISCO Support or ShoreTel Support will never be the same and as we previously proposed, neither will the Contact Center be the same!
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