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  • Modern Cloud Contact Centers Are the New Customer Service Initiative

    Modern Cloud Contact Centers Are the New Customer Service Initiative

    Oct 26, 2021
    A company's contact center is one of the first encounters many potential customers will encounter. That is why it is important to provide a variety of experiences that caters to the wants of the customer. This includes the tools that allow your agents to carry out these more personalized communications.
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  • The Technologies Empowering the Modern Cloud Contact Center

    The Technologies Empowering the Modern Cloud Contact Center

    Oct 19, 2021
    Almost every industry has been impacted by the rapid innovation of communication technologies. From checking your bank accounts on your phone to being able to speak to your doctor over video chat from the comfort of your home, the way we communicate has gone through a massive shift.
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  • Buying Direct from UCaaS Vendors - A Cautionary Tale

    Buying Direct from UCaaS Vendors - A Cautionary Tale

    Oct 13, 2021
    At first, buying directly from a UCaaS vendor makes a lot of sense. Because how could someone know more about the technology than the company that made it? Unfortunately, this line of thinking often ends up being false. See what you actually get when going direct and how aligning with a trusted cloud partner can prevent future frustrations.
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  • Leaving the Circus of Juggling Multiple Vendors

    Leaving the Circus of Juggling Multiple Vendors

    Oct 12, 2021
    Traditionally, if you wanted a communication solution that had a variety of features you would need to piece it together through multiple vendors. This resulted in a lot of implementation and training for an end product that felt disjointed and frustrating. Today, unified communications prevents this headache by packaging all of the necessary modern tools on one easy-to-use platform.
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  • How Cloud Communications Drive Digital Transformation

    How Cloud Communications Drive Digital Transformation

    Oct 07, 2021
    The idea that the world is turning more digital is absolutely true. Today we have many businesses with distributed workforces that could only be feasible through digital tools. The main one being cloud communications. See why communications is one of the main players in digital transformations.
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  • 5 Major Benefits of Unified Communications

    5 Major Benefits of Unified Communications

    Oct 05, 2021
    Many businesses today are making the switch to remote or hybrid work. To support this model, communications have to be both flexible and reliable. See why unified communications (UC) is the best option for today's more mobile workforce.
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  • Five 9 Shareholders Turn Down Zoom Acquisition

    Oct 01, 2021
    In July the telecom industry was surprised to hear that Zoom was in talks with Five9 about a potential acquisition. A few months later the industry was again shocked to hear that the deal fell through. See why Five9 shareholders ultimately advised against the deal.
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  • How Workforce Optimization Works Within the RingCentral Platform

    How Workforce Optimization Works Within the RingCentral Platform

    Sep 30, 2021
    There is a lot to juggle with modern contact centers. Workforce optimization tools aim to make processes easier like determining if you have enough agents, how well your team is performing, and so much more. See what benefits WFO can bring to your organization.
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  • Unified Communications The Benefits Are Real

    Unified Communications: The Benefits Are Real

    Sep 28, 2021
    Going into 2020, unified communications were quickly gaining in popularity. But, when working from home became a top priority in response to a global pandemic, implementing a UCaaS solution became a top priority. Now, a year and a half later, the world is fully aware of the benefits of this modern communication tool.
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  • RingCentral Collaboration: The Tools You May Not Know You Need

    RingCentral Collaboration: The Tools You May Not Know You Need

    Sep 23, 2021
    Without the right mix of collaboration tools, your employees are likely to find themselves swapping between a variety of different applications, getting frustrated with communicating across the organization and wasting a lot of time. That is why it is important to invest in a solution like RingCentral MVP to prevent a stressful employee experience.
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  • What Do You Get from On-Premise PBX Support Contracts?

    What Do You Get from On-Premise PBX Support Contracts?

    Sep 21, 2021
    With hardware prices on the rise, platforms reaching their end of life, and less and less R&D resources going to on-premise PBX systems, support contracts are just not a good option for many companies today. That is why we are excited to offer an alternative to the PBX support contract with a time & material support option that only bills you on an hourly basis.
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  • CT-Pros Mitel Minute Update

    Mitel Minute Update: Hardware Shortages Expected to Continue into 2022 & Beyond

    Sep 16, 2021
    Another Mitel Minute Update by Converged Technology Professionals! In this update, we cover the impacts of the global chip shortage on premise-based providers and the effects cloud vendors have had on support contracts.
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  • Why You Should Be Analyzing Your Contact Center Call Recordings

    Why You Should Be Analyzing Your Contact Center Call Recordings

    Sep 14, 2021
    There are many things to account for when managing a contact center. If you do not have the right tools in place it is very easy to overlook critical information that would benefit your agents and your business. See why utilizing call recordings is crucial in the modern contact center.
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  • How Video is Evolving Customer Service Environments

    How Video is Evolving Customer Service Environments

    Aug 31, 2021
    From customers wanting a more personalized experience to employers looking for better ways to train their employees, video chat has proven to be a solution to many communication problems. See how you can improve every area of your customer service environment through a highly engaging video platform.
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  • Three Technologies Driving a Hybrid Workforce

    Three Technologies Driving a Hybrid Workforce

    Aug 24, 2021
    Coming off of a year of companies quickly transitioning to a remote work setting, many are now looking to bring remote and in-person work together. But, what tools are necessary for making the blended work environment function? Check out what 3 tools should be at the top of your list to prioritize.
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  • What Does Omnichannel Mean for Contact Centers

    What Does Omnichannel Mean for Contact Centers?

    Aug 17, 2021
    Omnichannel allows for agents to talk to a customer or potential customer on a wide variety of platforms. It also allows you to collect valuable data from these discussions to better serve the person on the other side of the phone, chat, etc. in the future. See what else omnichannel is capable of and how it can benefit your contact center.
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  • A Deeper Look at Avaya’s Enterprise Cloud Office

    A Deeper Look at Avaya’s Enterprise Cloud Office

    Aug 12, 2021
    There are so many business communication tools today. Between instant messaging, phone calls and video meetings, it can be difficult for organizations to not feel bogged down with many applications. That is why there it is so important to have a unified communication solution like Avaya Cloud Office (ACO) to keep organized. See how ACO can prevent frustrations you may be experiencing.
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  • Why Consider a Phased Migration to Cloud Communications

    Why Consider a Phased Migration to Cloud Communications?

    Aug 10, 2021
    When adopting a new and exciting piece of technology, like a cloud-based communication solution, it's tempting to ditch your old system and quickly replace it. While we commend the enthusiasm, we recommend taking your time with this very complicated process. If rushed, a cloud migration can quickly go south with countless areas going overlooked.
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  • Zoom Acquires Five9

    Does Zoom’s Acquisition of Five9 Mark the End for Premise?

    Aug 05, 2021
    Looking to be one of the bigger shake-ups in the UCaaS and CCaaS industry, Zoom is acquiring one of the leading contact center providers, Five9. This high-level deal prompts many to wonder what other providers will do in response to Zoom's purchase and if this could possibly be the end of premise.
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  • What is a Financially-Backed Service Level Agreement

    What is a Financially-Backed Service Level Agreement?

    Aug 03, 2021
    A well thought out service level agreement (SLA) is a great thing to establish before finalizing your agreement with a cloud-service provider. Having an agreement that is financially-backed in-place keeps you protected from financial damages that could occur with the provider and sets a clear expectation for both parties.
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