Today's customers expect quick, personalized, and timely responses when they interact with businesses.
Today's customers expect quick, personalized, and timely responses when they interact with businesses.
E-commerce and online shopping continue to increase in popularity among consumers.
The job market is undergoing a transformation, with people thinking critically about where and how they work. At the same time, consumer demand for services is increasing.
Expectations for individual patient care have increased. Patients want to feel seen and heard by their providers.
Contact centers are undergoing a transformation.
In today’s digital world, consumers are communicating with computers more frequently through conversational artificial intelligence (AI).
Can you have a natural-sounding conversation with a machine?
Evolving customer service expectations push companies to rethink historical approaches to
Contact centers are undergoing a massive transformation. Due to Covid-19, call centers took a hit, as call volume increased and the amount of customer service agents decreased.
Smartphones and smart speakers give users nearly anything they want at the push of a button. AI virtual assistants like Siri, Google, and Alexa made these experiences easier and more personal.
Not many people want to contact customer service. Usually, that means something went wrong, and it makes things worse when a customer doesn’t get what they expect.
The financial services industry is facing new demands.
Cisco Empowers the Hybrid Workforce with Webex Suite Organizations require solutions that are flexible, supportive, and accessible in order to meet the needs of a hybrid workforce.
Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing cadre and better interact with customers.
Today, companies across diverse industries face the challenge of rapidly shifting IT investments to accommodate the changing digital landscape and move to hybrid work environments.
In a recent TechDecisions article, Marcus Schmidt
In a recent CloudTweaks article, Marcus Schmidt, vice president of product manage
The rise of remote work, connected devices, and non-traditional workspaces contribute to more complex network infrastructure, larger volumes of data, and more areas of vulnerability for businesses.
Communications service providers (CSPs) play an essential role in powering communication for businesses.
In a recent CIOReview article, Mar
With telecommuting changing the culture of the workplace, a robust video conferencing tool is imperative.
The landscape and preferences of today’s workforce are rapidly shifting.
In a recent No Jitter article, Marcus Schmidt, vice president of product management, clears up confusion about Operator Conn
If you rushed to sign up for Microsoft Teams (Teams) in 2020 because of the rapid shift to remote work, there’s a good chance you didn’t have time to fully grasp user needs or licensing options.
What Is SIP Trunking? Let’s start by covering a few definitions of key terms.
While Microsoft Teams (Teams) is a well-rounded productivity tool with millions of daily active users, the core capabilities don’t include the ability to make calls via the Public Switched Telephon
Microsoft Teams (Teams) and Webex offer a well-rounded set of features that drives business communication and productivity.
Businesses can choose from a variety of configuration options when it comes to setting up their communications with Microsoft Teams (Teams).
Microsoft Teams can be a full-fledged, cost-effective, and flexible business phone system. Yet, many companies struggle to implement voice for Teams, maximize its capabilities, and see the ROI.
When planning your hybrid workspace, you may have considered how you could optimize your use of Microsoft Teams to provide unified communications in your organization.
Nothing slows down a productive workplace like unexpected interruptions or long network outages.
Days of back-to-back meetings are more common than ever. Each time an issue pops up, a project idea comes to mind, or you hit a roadblock on a process, the reaction is to schedule a meeting.
We are pleased to announce Intrado has renewed its Cisco’s Customer Experience Advanced Specialization in the United States.
During the 2020 pandemic, many employees worked from home for the first time in their careers.
Many of us use Skype for Business Online in our daily interactions within our organization.
The phone has been at the heart of business communications since its invention. But as technology evolves, so do the ways we work.
Establishing a Microsoft Phone System Microsoft Teams (Teams) powers connection and collaboration for workforces around the globe.
Torch Technologies is a 100% employee-owned company, headquartered in Huntsville, Alabama. Their employee-owners are located at numerous sites throughout the United States.
In recent years, Microsoft Teams (Teams) has become the
If you are an avid Microsoft Teams (Teams) user, you may have heard of Operator Connect.
With social restrictions still in place and 77% of employees worldwide wanting to work remotely, hybrid working models are likely to play a critical rol
An optimal Cloud Voice strategy should take into account your current IT infrastructure,the constantly evolving and increasingly complex work environmen
As we move forward to a hybrid work model, managing autonomy and productivity will be one of the biggest challenges for every employer.
It is no secret that 2020 was a challenging year for everyone. IT departments played a big role in keeping organizations operational, enabling the overnight transition to working from home.
Productivity Challenges in Today’s Virtual Environment Staying focused and productive can be a challenge in the modern workplace.
QIC Global comprises the international (re)insurance operations of Qatar Insurance Company, including the Qatar Re (with wholly-owned subsidiaries) an
When Microsoft Teams debuted in 2017, it was created to be a one-stop shop for video calls, chat, voice calls, and other modes of collaborative working and efficient communications under a single p
Microsoft 365 Business or Enterprise subscribers who aren’t as familiar with Microsoft Teams (Teams) should know that the tool comes with useful features.
In the face of end-of-life calling technology, EnSafe had a decision to make. Since 1980, the company has been providing superior quality consulting services.
Berkeley Research Group depends on reliable calling to run their business.
Audio-Technica is a world-famous Japanese audio brand formed in 1962.
Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways?
Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day.
Cargill Inc. is the largest privately held corporation in the United States based on revenue.
With over 40 dealerships across the UK, TrustFord is the world’s largest Ford-dedicated dealer group for new and used cars, vans, servicing and repairs.
It’s no secret that work meetings have been deemed the enemy of productivity.
Companies across industries are adopting a more cu
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
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.
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 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
Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from
The overnight transition to remote work environments has exposed many companies to new security risks.
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
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
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.
Monday, July 16, 2020 By Marcus Schmidt, VP Product Management, Intrado Chris Franke, VP Global Solutions Strategy, Intrado
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?
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
Intrado is committed to helping our clients and communities in their efforts to remain productive, engaged, and healthy as they implement remote work strategies.
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.”
Remote work has been steadily gaining traction over the past several years.
March 27, 2020 By Julie Kent-Ransom
Video collaboration is a core component of a modern Unified Communications as a Service (UCaaS) solution.
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
For decades, Multi-protocol Label Switching (MPLS) networking has offered a flexible, stable and high-performing way for companies to connect offices.
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?
Many customers today still try to bypass self-service options, like an IVR, as quickly as possible.
Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage.
Software-defined networking, otherwise known as SD-WAN, has proven a compelling alternative to the traditional wide area networ
IVR, or interactive voice response, has been around for a long time, but these popular solutions have change
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.
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
Unified communications as a service (UCaaS) has become increasingly critical to support the needs of today’s globally dispersed and remote workforce.
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.
Even the most advanced technology may not resonate with customers. Instead, your customers want the best solution for their specific problem.
The uptick in mobile and remote work over the past several years has changed the footprint of today’s workplace.
Do you want to create the best experience for your customers? Do you want to thoroughly engage employees?
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
Value of Conversational IVR One of the biggest hurdles companies face when interacting effectively with today’s evolving customers is supporting automated care that feels natural.
When stepping up to the collaboration buffet, IT leaders now have more options to choose from than ever.
A well-written press release can be an efficient and effective way to boost your content marketing and public relations strategy. The problem is, many people don't know how to write one.
We agree, “teamwork makes the dreamwork,” and it turns out, there’s some science to back this up.
Every business owner or manager wants to provide the best customer care possible.
Traditional interactive voice response (IVR) is still the golden standard for self-service.
To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one.
Most companies want to provide good customer service, but every second someone spends on the phone costs money.
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.
What’s the Big Deal with SMS? According to Pew Research Center, text messaging — most commonly done as SMS messaging — is the
REAL-WORLD BEST PRACTICES IN MANUFACTURING OPERATIONS No matter the product, every manufacturer looks for new ways to improve quality while lowering costs.
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.
The power goes out, and a local utility company immediately springs into action to find a solution.
Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy.
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.
The ultimate goal of contact centres is to promote positive customer interactions and outcomes.
This article is for informational use only and should not be seen as legal advice.
In customer service, you need to know what your customer wants. But it’s also important to know who they are.
Customers have long turned to their trusted pharmacist for advice about managing their medications and their health conditions.
The level of call quality may be the single most important determining factor in a contact center’s level of success.
Most businesses today agree that self-service adoption is one of their most important customer service goals.
In Microsoft’s “State of Global Customer Service” report,
By Chandler Harrison, Account Development Executive
Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible.
Exceptional customer experiences don’t just happen.
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
Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing.
By Amy Goodwin, Senior Speech Technologist
By Jarrett Schmidt, Senior Vice President of Sales
“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.
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
As competition rises in every industry, customers choose brands more often based on their experience with a company.
Starting a new project can be exciting, challenging, and scary all at the same time.
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
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.
Chances are if you keep up even a little bit with business technology trends, you’ve heard of SD-WAN.
By Mike Snyder, Director of Sales and Pharmacy Experience Strategist
By Jarrett Schmidt, Vice President of Sales When it comes to your communication infrastructure, which is better: multiple providers or just one?
By Jody Kistaitis, Director of Sales
You can’t control everything in business, but you can prepare customers and control how you respond.
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.
In their book The Net and the Butterfly: The Art and Practice of Breakthrough Thinking,
Many companies’ inbound technology is still the same as when they installed it 10 years ago.
On a Friday afternoon in the Emergency Call Relay Center (ECRC) at West, call volume is steady but manageable.
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
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.
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
Making employees feel valued should be an ongoing priority for any organization.
While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged.
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 Does MPLS Stand For? Multiprotocol Label Switching (MPLS) is a term commonly heard when discussing telecommunications protocols.
Managing contact center performance is not an easy task; however, it plays an essential role in contact center success.
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.
First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact.
Agent Scripting: Do You Have What it Takes to Get it Right? Agent scripting within the call center can be a touchy subject.
It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.
When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer ex
Listen Up: most likely you don’t listen as well as you could. In a study by the staffing firm Robert Half, researchers asked:
The work-from-home option has been gaining momentum for a number of years now for contact center staff.
The essence of the Internet is comprised of an expansive group of separate and autonomous networks, with each network consisting of a
WAN technologies have migrated from analog environments to digital environments in the past few decades.
We may still be a few dozen years away from everyone having their own personal robot, but in a lot of ways, the future has arrived – especially in the realms of automatic speech recognition (ASR) a
An application programming interface (API) can be defined as a set of protocols, routines, and tools for building softwa
Many readers are aware that Warren Buffett, otherwise known as the “Oracle of Omaha,” is one of the most successful investors and wealthiest people in the world.