Survey Finds Meeting Fatigue a Myth

It’s no secret that work meetings have been deemed the enemy of productivity.

Intrado Mosaic: Enabling a Modern AI-Driven Customer Experience

Companies across industries are adopting a more cu

3 Key Marketing Strategies for Your Contact Center

While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look a

5 Annoying Conference Call Mistakes to Avoid

Business professionals today spend a lot of time on conference calls and in virtual meetings–statistics from a few years back estimate that 11 Million meetings take place every day in the U.S.

What Does Contact Center Agent Do?

Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies.

Christian Aid Case Study

Christian Aid is a global charity with over 70 years’ experience of working in partnership with local communities to expose poverty throughout the world and help in prac

7 Factors to Determine the Success of your Cloud Voice Strategy

Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from

Five Steps for IT Leaders to Prioritize Security

The overnight transition to remote work environments has exposed many companies to new security risks.

Hoot Meetings Security

Earlier this year, work life and home life collided when the world shifted to a primarily remote work model.

Hoot Meetings Security Whitepaper

As organizations unlock the true potential of meeting over the web they need to be confident that their content and information is protected.

EUROCONTROL Case Study

EUROCONTROL is a pan-European, civil-military organization dedicated to supporting European aviation and committed to the European Union’s vision for a Single European S

Introducing Hoot Meetings

Ready for better video collaboration?

Abzena Case Study

Abzena is a leading Global Partner Research Organization providing the most complete set of solutions in integrated early discovery to mid-phase biotherapeutic and bioconjugation dru

How to Master Remote Team Working with Microsoft

The way we live and work have been changed dramatically by the COVID-19 pandemic. With organizations now focused on how to empower teams as remote working becomes a way of life.

Meeting the Unified Communications Needs of Midsize Businesses

Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.

Catapulted Into the Future of Work: How to Plan for the Long-Term

The recent pandemic catapulted all of us into the future of work. But what key trends are emerging and how can businesses turn these to their advantage?

Planning for Productive & Secure Remote Work with Cisco

Monday, July 16, 2020 By Marcus Schmidt, VP Product Management, Intrado Chris Franke, VP Global Solutions Strategy, Intrado

Applying 3 CX and UX Lessons Learned During a Pandemic

As a technology company operating with locations across the globe, remote work is embedded in Intrado’s DNA, and we’ve been at the forefront helping customers in other industries make the transitio

Key Steps to Secure Remote Working

As lockdown restrictions begin to ease across the globe, how can organizations prepare for a future where home working is likely to become the norm for many?

Intrado – Actively engaged and ready to serve

As concerns related to coronavirus, or COVID-19, grow globally, Intrado remains focused on the health and safety of our teams as well as the importance of delivering the solutions our clients will

Supporting Remote Work with a Special Offer for Small and Mid-Sized Organizations

Intrado is committed to helping our clients and communities in their efforts to remain productive, engaged, and healthy as they implement remote work strategies.

Keeping Employees Safe and Productive During Challenging Times

Mathematician and bestselling author, John Allen Paulos, once said, “Uncertainty is the only certainty there is, and knowing how to live with insecurity is the only security.”

5 Tips for High-performing and Collaborative Remote Workforce

Remote work has been steadily gaining traction over the past several years.

For Remote Employees: Six Best Practices for Working from Home

March 27, 2020 By Julie Kent-Ransom

The Do’s and Dont’s of Video Conferencing

Video collaboration is a core component of a modern Unified Communications as a Service (UCaaS) solution.

Work from Home UCaaS Solutions from Intrado

For IT departments across the globe, enabling a remote workforce has become top priority as more businesses shift operational models to accommodate social distancing and more broadly, business cont

How Productive Remote Workers Close the Work Day

Walking out your office door after a day of demanding work to the relief of a relaxing, supportive environment is an ideal scenario for most people.

5 Things to Look for in a Cloud Provider

August 13, 2020  Julie Kent-Ransom

MPLS Networks and the Rise of SD-WAN

For decades, Multi-protocol Label Switching (MPLS) networking has offered a flexible, stable and high-performing way for companies to connect offices.

Get Ready for SD-WAN

Software-defined networking, otherwise known as SD-WAN, has proven a compelling alternative to the traditional wide area network (WAN), especially among heavily decentralized organizations with lot

How Does SD-WAN fit into a UCaaS Strategy

Unified communications as a service (UCaaS) has become increasingly critical to support the needs of today’s globally dispersed and remote workforce.

What Consumers Expect from Brand Communications

In the somewhat recent past, the brand and consumer relationship was much simpler. Most transactions were carried out person-to-person – either face-to-face or through a phone call.

What is a Huddle Space? (And Why Your Office Needs One)

The uptick in mobile and remote work over the past several years has changed the footprint of today’s workplace.

Seven Steps to Omnichannel Success

It’s pretty much impossible to avoid the hype around digital channels, chatbots and Artificial Intelligence (AI) if you are even remotely connected to the contact centre or CX industry today.  Indu

Whiteboard Fridays: Comparing Cisco and Microsoft in the Collaboration Space

How Video Can Help Enhance the Power of Teamwork

We agree, “teamwork makes the dreamwork,” and it turns out, there’s some science to back this up.

5 Collaborative Questions to Ask at the End of Meetings

A meeting – in person, by phone, video, web or some combination of all three – is about to conclude. The session leader asks: “Any questions?” Silence ensues.

Optimise These 5 Key Customer Experience Factors Within Your Business

Customer experience is often defined as the way customers perceive your brand. This includes your product marketing and the manner in which you stand behind those products.

Heads Up: How Proactive Notifications Can Help You Retain Customers and Maintain Loyalty

You have an opportunity to seal the loyalty of your customers and it is as simple as setting up alerts and notifications for important events surrounding their relationship with you.

5 Common Complaints Hurting Your Customer Experience

The ultimate goal of contact centres is to promote positive customer interactions and outcomes.

6 Tips to Improve Contact Center Quality Scores & Customer Service

The level of call quality may be the single most important determining factor in a contact center’s level of success.

Improve Customer Experience by Integrating Your Contact Center and UC Solutions

In Microsoft’s “State of Global Customer Service” report,

6 Ways to Motivate Call Center Staff and Boost Morale

Why You Should Consider Combining CCaaS with UCaaS

Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible.

How to Build Emotional Engagement With Your Customers

With customer experience set to overtake product and price as the distinguishing factor for companies by 2020, many companies are now starting to consider different ways of improving the delivery o

How to Boost Participant Engagement in Online Meetings

“Great things in business are never done by one person, they’re done by a team of people.” – Steve Jobs Collaboration is proliferating in enterprise communications.

Motivational Games and Team Contests in Call Centers

Whether your contact center is geared towards inbound or outbound calling, sales or customer service, you want agents that stay motivated and energized to build a positive identity for your company

5 Ways to Overcome Multichannel Contact Center Challenges

Given the number of ways we communicate these days, it's not surprising to learn customers have high expectations when it comes to dealing with companies across multiple channels, whether it’s chat

What is Contact Center Virtualization?

The call centers of yesterday were often huge offices with row after row of agents answering calls that were routed to them using traditional PBX and ACD systems.  

An Introduction to SD-WAN Basics

Chances are if you keep up even a little bit with business technology trends, you’ve heard of SD-WAN.

5 Reasons You Should be Using Call-Backs in the Contact Center

Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service.

How to Lead Brainstorming in a Virtual Setting with Moderation Tools

In their book The Net and the Butterfly: The Art and Practice of Breakthrough Thinking,

IP Communication Protocols 101

Most everyday users of the Internet understand that it provides them with access to searchable information across a public web of data; but how does this information get populated and transmitted t

The History of VoIP and Business Phone Systems

What is VoIP? Voice over Internet Protocol (VoIP) can be defined as “a technology or set of standards for the delivery of telephone calls and other voice communications over the Internet.

12 Questions to Ask When Choosing Contact Centre Software

When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions, hosted solutions and premises-based solutions to

5 Ways to Show Your Call Center Agents Appreciation

Making employees feel valued should be an ongoing priority for any organization.

How To Use A/B Testing In Your Contact Center

While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged.

4 Ways to Increase Outbound Contact Center Connection Rates

While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the

What is MPLS?

What Does MPLS Stand For? Multiprotocol Label Switching (MPLS) is a term commonly heard when discussing telecommunications protocols.

5 Tips to Improve Contact Center Performance Management

Managing contact center performance is not an easy task; however, it plays an essential role in contact center success.

6 Benefits of Enterprise Managed Network Services

The benefits of hosted and managed network services have made the service necessary to remain competitive at the enterprise level. Here are the top six benefits.

10 First Call Resolution Tips for Call Center Agents

First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact.

The Only Call Center Agent Scripting Tool You Need

Agent Scripting: Do You Have What it Takes to Get it Right? Agent scripting within the call center can be a touchy subject.

3 Ways to Improve Listening Skills During Meetings

Listen Up: most likely you don’t listen as well as you could.  In a study by the staffing firm Robert Half, researchers asked:

8 Benefits of Remote Contact Center Workers

The work-from-home option has been gaining momentum for a number of years now for contact center staff.

The Benefits of Network Peering

The essence of the Internet is comprised of an expansive group of separate and autonomous networks, with each network consisting of a 

Components of SIP-based Network Architecture

WAN technologies have migrated from analog environments to digital environments in the past few decades.