Recently in voip phone systems Category

Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating deployments quickly. Generally we divide Contact flows up into manageable contact flows that compartmentalize call handling. For example we generally create a MainGreeting, QueueHandling and After hours Call Handling call flow and these three basic contact flow blocks provide some very powerful options!

Generally, we attach the incoming phone number to the MainGreeting Contact flow.

Continue Reading...

ShoreTel ECC "Sticky" Email?

May 19, 2015 7:23 PM

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...

Can I Text Your Call Center?

March 27, 2015 3:53 PM

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...

Trends Transforming your Call Center

July 4, 2014 12:55 PM

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...

About this Archive

This page is a archive of recent entries in the voip phone systems category.

voip for small business is the previous category.

VOIP QOS is the next category.

Find recent content on the main index or look in the archives to find all content.

Around TMCnet Blogs

Latest Whitepapers

TMCnet Videos