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.

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.

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.

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.

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.

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.

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.

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.

It was recently announced that Verizon Business, with their best-in-class network, is partnering with UCaaS leader, RingCentral. This collaboration will provide large businesses and enterprises with cloud-based tools and allow for a more seamless implementation of a hybrid work strategy.

Traditionally, a Proof of Concept (PoC) could only be conducted after buying and implementing a lot of physical hardware. But with cloud-based communications technology, you can more seamlessly perform a PoC because everything that your team would need to test is held off-site and is easy to run experiments on before making your final decision.

There is a lot more that goes into a cloud migration than just replacing your old communication system with one of the modern cloud-based options. If your employees are not properly trained in how to use the new technology, your IT team will be bogged down with an endless number of inquiries and the benefits that you were expecting to see would be outweighed by your team's confusion.

When companies were forced to implement remote working strategies in the face of the COVID-19 pandemic, many thought it would just be temporary. But when the year dragged on it became apparent that working from home may become the norm. This idea has been further strengthened with the US government recently creating plans for making 2 million employees permanently remote. See what this massive shift could mean for your business!

Skills-based routing aims to prevent the all too common customer service issue of the caller having to repeat themselves. With skills-based routing, you can get the right agent on the phone the first time, prevent wasting the time of everybody on the call and provide a far better experience for the customer. See what else you can utilize with this addition to your call center!

Fintech is a young and exciting industry that is experiencing massive growth recently with banking becoming more and more digital. This new, technology-centric form of finance can be taken even further by utilizing an innovative cloud-based communication solution, UCaaS. See how combining Fintech & UCaaS can bring your financial organization to the next level!

Another Mitel Minute Update by Converged Technology Professionals! As a Mitel Partner we are letting you know about Mitel offer for a free Linux DVS license when transferring voicemail storage off of the HQ Server.

Another Mitel Minute Update by Converged Technology Professionals! As a Mitel Platinum Partner we are publishing the latest news regarding the FCC procedures for dialing the National Suicide Lifeline and how this impacts Mitel users.

When you partner with Converged Technology Professionals you will never be left to fend for yourself when something goes wrong. We make sure every part of your IT project is executed correctly and that any issue is resolved promptly. In this article, our Program Manager, Stephen Doerr, talks about how we fight to make sure our customers' experience is nothing short of excellent.

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!

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!

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.