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For many years the contact centre and CRM platforms have been discrete. You needed your CRM to manage and sort your customer data and to present this information to an agent. You needed a contact centre to manage the communication path between said parties, but things are changing… Over the past few years CRM manufacturers have started adding communication functionality into their products, usually the digital bits, email, webchat, etc. The contact centre market was happy with this, after all, they have ‘voice’ and that’s 80-90% of interactions, so they’ll be fine, but as the PSTN is turned off in 2025 and all calls will be using VoIP. The knock-on effect is clearly that the CRM guys will now be able to route voice into their platforms direct and won’t require the contact centre as much as they used to if at all. The contact centre manufacturers stance is that customer experience is much more than just a voice, you need ACD, management information, IVR, outbound dialler, workforce management, skills-based routing and CRM…, this is true but it’s now only a matter of codding whereas previously it was a matter of licenses, hardware, gateways, protocols etc. In response, contact centre manufacturers have started introducing their own intrinsic CRM product in the fight back. A CRM which doesn’t require integration as it’s part of the contact centre product, a CRM which may not have all the bells and whistles of a Dynamics or Salesforce but a CRM that will store and sort customer data and provide information to an agent out of the box. It’s a ‘CRM Light’ if you will. So what does all this mean, it means that we’re in for a great few years of innovation within the customer service space, where the market size has doubled due to overlapping functionality across both CRM and the contact centre.

First of all it is worth reminding ourselves what SD-WAN is? Software Defined WAN (SD-WAN) is a network management tool or set of tools offering a transformational approach to designing and deploying an enterprise ‘wide area network’ (WAN). By utilising multiple connectivity streams and rules to determine the most efficient way to route data traffic to remote locations, branch offices and Data centres, the solution will intelligently adapt to changing environments in real-time enhancing the efficiency of the network. Through a series of processes and artificial intelligence SD-WAN allows customers to manage the performance of individual applications utilising all of the resources (network capacity) available. An SD-WAN solution is by design, separate from the underlying infrastructure layer, this means that customers may choose a network from one or multiple suppliers but manage them via a third-party application (SD-WAN Application). There are many advantages of SD-WAN and we've summarised a few, please click here. However, there are certainly some limitations as well. Although SD-WAN provides many important steps forward in wide area networking, there are some limitations which customers will want to be aware of, namely: Quality of Service (QoS) – If traffic is crossing the public Internet, QoS cannot be guaranteed. Suppliers may argue that there are other priorities that can be aligned to achieve QoS like experiences, such as packet duplication but this is not a guaranteed service and therefore potentially this could affect real-time applications such as voice and video. The SD-WAN Market – SD-WAN is a relatively new technology for suppliers and therefore it could be argued that there is still a lot of volatility in the market. Cost – While cost savings are often stated as an advantage of SD-WAN, our experience is that the costs are largely neutral when comparing with MPLS and calculating a total cost of ownership. Service Standards – Currently there are no standards governing the SD-WAN market. SD-WAN Resellers – Due to the products being a fairly recent breakthrough to the mainstream market, most suppliers won’t have tens of installations with which to completely learn the lessons of good and bad SD-WAN deployments. If you'd like to discuss how we can help with your project, please do not hesitate to contact us.

Soniza have launched a new service to Maximise Your Cost Savings. We've been savings clients hundreds of thousands of pounds for years, either by Auditing and removing unused services and infrastructure, Procuring new services for clients, or Negotiating contracts to achieve market rates. Typically these services are based on a consultancy day rate, however, we've listened to our clients feedback and created a new service based on performance. We now offer a comprehensive savings solution, the idea is that we use all of our experience, in-house tools and resource to maximise the savings for our client's. This may include Auditing, Benchmarking, Service reviews, Supplier Consolidation, Expense Management, Contract Negotiation and even Procurement. We charge a flat rate of 22.5% of the savings we achieve based on tangible savings. How's this different from other savings suppliers? We'll only invoice you as you make the saving, month on month throughout the lifetime of the contract. This means we continue to monitor savings performance and ensures the real savings are being implemented. We can offer this across all of your telecoms or just a single service. Typically the biggest areas for savings are: Wide Area Networks, Mobiles, Telephony, Managed Services, Landlines, and Conferencing. For more information contact us now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!