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  • The Value of Data Analytics in Cloud Contact Centers

    The Value of Data Analytics in Cloud Contact Centers

    Jun 08, 2021
    When it comes to contact centers, there is no shortage of data that can be collected. But how do you handle such a large amount of data and what is the importance of keeping it organized? See how modern CCaaS solutions can help you better manage a contact center with its robust analytics features!
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  • Why is Sentiment Analysis a Growing Trend in Cloud Contact Centers

    Why is Sentiment Analysis a Growing Trend in Cloud Contact Centers?

    Jun 06, 2021
    To provide an excellent customer experience, your business must keep its eye out for anywhere a customer could leave feedback. This could be anything from a call into your contact center to a comment left on one of the many popular review sites. The way to stay on top of all of this communication is through sentiment analysis. See what this exciting technology can do to boost your customer experience!
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  • Network Considerations When Planning a Cloud Migration

    Network Considerations When Planning a Cloud Migration

    Jun 01, 2021
    Cloud communications come with many modern day functionalities that your business could benefit from, but migrating to the cloud is not as easy as it may seem at first. There are a ton of considerations to make when moving away from an on-prem PBX system, including if your network can handle it. See what you must take into account before moving to the cloud.
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  • Understanding HITRUST Certification in the UCaaS World

    Understanding HITRUST Certification in the UCaaS World

    May 25, 2021
    With more emphasis being put on technology in the healthcare industry, it is crucial to choose a communication provider that satisfies the HITRUST certification. To be HITRUST certified, vendors must go through a thorough process in order to demonstrate a high level of security and privacy. See what else it means to be HITRUST certified!
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  • Recent Microsoft Teams Outages Cause Concern for Enterprise

    Recent Microsoft Teams Outages Cause Concern for Enterprise

    May 18, 2021
    Many companies choosing Microsoft Teams because it was radiable available through Microsoft 365. Because of that, the outages the communication platform went through affected many businesses. And with more technical difficulties popping up it has people wondering if they should continue with Teams.
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  • Why Customer Complaints are a Great Problem to Have

    Why Customer Complaints are a Great Problem to Have

    May 11, 2021
    At first, a customer complaint may seem horrible. But it actually could just be the opposite. A complaint gives your company an opportunity to look into a process that may seem great from the business's perspective but is actually flawed from the user's side. Learn how you can make the most out of negative reviews!
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  • Why Microsoft Teams Gained Incredible Popularity During the Pandemic

    Apr 27, 2021
    The effects of the COVID-19 pandemic resulted in dramatic changes in many businesses. For Microsoft Teams this global event resulted in a 700% increase in users in just one year. See how this communication platform was able to skyrocket in popularity in the previous year and why they show no signs of slowing.
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  • CT-Pros Mitel Minute Update

    Mitel Minute Update: Global Semiconductor Shortage Impacting Some Mitel Phones

    Apr 26, 2021
    Another Mitel Minute Update by CT-Pros! As a Mitel Platinum Partner we are publishing the latest news regarding which phones are being impacted by the global semiconductor shortage.
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  • Tactics to Boost Employee Engagement in a Long-Term Work from Home Environment

    Tactics to Boost Employee Engagement in a Long-Term Work from Home Environment

    Apr 20, 2021
    Work from home is here to stay. With so many benefits for both employees and employers many businesses are looking to make remote work permanent. If you are looking to make the switch to be remote in the long-term is it important to keep employee engagement high. Read to see how you can foster a strong remote-based team!
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  • Mistakes to Avoid with Enterprise Service Level Agreements

    Mistakes to Avoid with Enterprise Service Level Agreements

    Apr 13, 2021
    When IT teams evaluate a new technology, the service-level agreement is often underappreciated for its impact on the total value added. IT teams should avoid the following common SLA mistakes when investigating new tools.
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  • Should Your Enterprise Keep Using Microsoft Teams

    Should Your Enterprise Keep Using Microsoft Teams?

    Apr 09, 2021
    With the sharp increase in remote working's popularity there was also a massive increase in communication tools that would support the model. The most popular of these tools is Microsoft Teams. Teams is the go to provider because many businesses are likely to already have it with Office 365. However, Teams has shown to have its drawbacks, especially with reports of frequent outages. But what alternatives are there to this tech giant's offering?
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  • Navigating the Challenges of a ShoreTel 14.2 to Mitel MiVoice Connect Migration

    Apr 06, 2021
    With ShoreTel 14.2 at its end of life it is time to look into an upgrade. Here at Converged Technology Professionals we have helped many businesses migrate their communications from ShoreTel 14.2 to Mitel MiVoice Connect. See what obstacles you need to prepare for when migrating to this more flexible and secure cloud-based solution.
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  • Why Manufacturers Are Moving to Hybrid Communications

    Why Manufacturers Are Moving to Hybrid Communications

    Apr 06, 2021
    Whether you are communicating internally within in the same office or to customers in different parts of the world, having clear and reliable communications is crucial in the manufacturing industry. In this article we discuss the 3 ways you can move forward with your communications strategy with on-premise, cloud, or a combination of the two, hybrid. See what path would work best for you!
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  • Why are Hybrid PBX Deployments Growing in Popularity

    Why are Hybrid PBX Deployments Growing in Popularity?

    Mar 30, 2021
    The question of cloud vs on-prem has been asked for many years in the communications industry. But now there is a third option that may interest organizations that have already made the investment in a physical on-prem PBX but want the modern functions that come with a cloud solution as well. We are of course talking about hybrid. See what this third option could offer to your business!
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  • Why Hybrid Communications Makes Sense For the Financial Sector

    Why Hybrid Communications Makes Sense For the Financial Sector

    Mar 23, 2021
    An on-premise PBX comes with benefits that a cloud-based solution doesn't provide and vice versa. But what if you didn't need to choose one or the other? For many businesses, including those in the financial services industry, you can get the best of both worlds with a hybrid solution.
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  • How Cloud Communications Improves Efficiencies for Multi-Location Businesses

    How Cloud Communications Improves Efficiencies for Multi-Location Businesses

    Mar 16, 2021
    The flexibility you gain from migrating away from an on-prem PBX to a cloud based solution is night and day. You gain a handful of benefits like higher reliability, increased user experience and even reduced costs. See what other benefits you can utilize with a move to the cloud!
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  • The Mitel Partner Experience

    The Mitel Partner Experience

    Mar 12, 2021
    When you choose Converged Technology Professionals as your Mitel support partner you get a true business partnership. The process we have for change of partner was made to ensure that everything is done right and to create peace of mind when it comes to your Mitel PBX system. Read more to see what aligning with us looks like!
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  • Is Skill-Based Routing Right For Your Contact Center?

    Is Skill-Based Routing Right For Your Contact Center?

    Mar 09, 2021
    There are many reasons to consider implementing skills based routing including time and money savings, an increase in agent productivity and a higher level of customer experience just to name a few. See what other benefits you and your team could experience by implementing this powerful customer service solution.
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  • Five Telltale Signs That It’s Time For a Mitel Change of Partner

    Five Telltale Signs That It’s Time For a Mitel Change of Partner

    Mar 08, 2021
    Business disruption is never ideal, especially if this disruption comes in the form of your communications going down. This negative business impact can come with a big financial cost and a lot of stress. That is why it is important to align with a partner that always has your back and works with your best interest at heart.
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  • What Metrics and Analytics Should Call Center Managers Use?

    What Metrics and Analytics Should Call Center Managers Use?

    Mar 02, 2021
    There are many metrics to measure the success of your contact center, but which ones should you prioritize as a call center manager? Check out our breakdown of just a few things you should be on the look out for to keep you call center efficient!
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