The Business Case for a Cloud-Based Contact Center

As we discussed in our last post, the contact center plays a key role in the “unified commerce” model that is critical to success in today’s retail environment. However, customer satisfaction with contact center interactions has declined over the past … Read More

The Contact Center: Critical Link in the Customer Experience

Today’s consumers expect shopping to be easy and convenient regardless of location, channel or device. This is driving the so-called “unified commerce” approach to retail, which allows purchases to be made, fulfilled and returned across brick-and-mortar and online channels. A … Read More

CPaaS Integrates Communications Functions with Apps and Workflows

Traditionally, communication functionality has existed in silos. Phone systems, video conferencing platforms and collaboration tools were completely separate. Unified communications (UC) brings those tools together within a single interface, but UC still exists in a dedicated platform built specifically for … Read More

IP Phone Systems Need Security, Too

Voice over IP (VoIP) systems have become inviting targets for cyber criminals. A new report from IBM’s Security Intelligence group notes a sharp rise in attacks exploiting Session Initiation Protocol (SIP), the most common signaling protocol used for establishing communications … Read More

Migrating UC to the Cloud: A Strategic Approach

In our last post, we discussed the importance of taking a measured approach when migrating from legacy phone systems to modern unified communications (UC) systems. Such moves deliver undeniable business benefits, but they also require careful planning and diligent management … Read More