The industry is shifting focus to customer engagement

With Unified Communications now the norm for new telephony deployments, manufacturers have turned their attention to the Contact Centre as an increasing point of differentiation. This has meant two things, 1) R&D in contact centres has sky rocketed over recent years, 2) traditional PBX suppliers are now going head to head with the mainstream contact centre suppliers. The products is the market vary wildly on architecture, integration, features, media channels, applications such as call recording, work force management, quality scoring, speech analytics to name a few is vastly different between products. This is exciting news for techies and the industry alike and the next few years looks to

Is the reign of the MPLS coming to an end?

With increasing pressure to sweat assets and drive efficiencies, is the reign of the MPLS coming to an end? Certainly the networks would like to continue providing their MPLS for you. It is a huge revenue stream for them, but these same network providers have been convincing you to move all your services to the Cloud, so what do we need our MPLS network for? The answer is: Voice, Video, (Critical) time sensitive Applications. We are moving into a world where Cloud applications will be the bulk of services we use. Voice and Video over the Internet can be challenging and using Skype can still be far from perfect over the Internet. There are now however policies and codecs which exist claiming

Is Unified Communications becoming a commodity

With Unified Communications (UC) now the norm for a new telephony deployments, does it really matter which one I choose? There are the main contenders, Microsoft, Cisco, Mitel. These products have subtle differences and are leading the market but what if you don't want or have no reason to align yourself with these players. There are many other options and almost all modern systems come with a form of UC, but be warmed UC means different things to different people and the products on offer provide a vastly different set of features in some cases. Some of the smaller players see UC as a presences and instant messaging engine while the main stream manufacturers would argue that this is a very

How to reduce mobile costs

Reducing mobile costs has for years gone in cycles. Staff are issued with mobiles, an initiative is put in place to reduce costs and then technology or functionality is released into the market which drives costs back up. There are however a few ways to bear in mind to keep costs under control. Network Providers - The network providers are very slowly starting to provide some proactive cost control measures. This has however been long over due and still has a long way to go but their online portals now have some tools to help. MDM - An MDM solution can reduce costs significantly but is an additional cost on top of the network subscription charge. It also needs proactive management in most

Should I implement video in the contact centre?

There are many advantages to enabling real-time video in the contact centre. For a maintenance company it can allow agents to see faults with a product or for an advice service (doctors, mortgage advisor etc.), it can provide a personal experience, allowing information or visual images to be to shared. But outside of these environments customers are hesitant to make the leap to a full real-time video experience. This is partly due we suspect to technical limitations and partly due to self-consciousness of customers, but a big part of the objection is ‘why should I let my bank, mobile provider or even mortgage advisor see me when there is no obvious need, what benefit do I (the customer) get

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