BLOG

Best Practices for Enhancing IVR

Best Practices for Enhancing IVR

From speech recognition to virtual assistants, there are numerous ways to enhance traditional IVR for a better experience.

Many firms are trying to determine the best ways to effectively implement self-service applications. Several have added Web-based tools and mobile apps to their customer- interaction portfolio. However, the IVR remains an important channel, and its effectiveness still has a significant impact on the customer experience. Therefore, it remains as important as ever to get the IVR right. The information contained in this article should be considered to facilitate the achievement of that goal.

Read More

E-911: Understanding the Basics for UC

E-911: Understanding the Basics for UC

An overview of necessary considerations and complications that can arise with E-911 configurations.

It seems safe to state that everyone is familiar with the basic concept of 911 services: A special number is called and a contact center mediates the emergency response. Many of us in the telecommunications field also are familiar with the basic challenges of 911 when dialing through a multi-user system in which dialing "9" is the common method for reaching an outside line.

Read More

Chasing the Perfect Customer Experience

 

Chasing the Perfect Customer Experience

You may never find perfection in customer service, but excellence just might do.

Several surveys have shown that customer experience is the most important component of client satisfaction with a provider, exceeding low prices and other brand-enhancing actions. The total customer experience is created through a collection of interactions over the life of the relationship, beginning with the sales cycle, continuing during the installation, and extending to post-implementation when service is required.

Read More

Understanding the Evolution of Endpoints

Understanding the Evolution of Endpoints

From desk phones to softphones, mobile UC clients, and headsets, endpoint options abound.

It has been five years since our first "no desk phone" deployment with a 750-user client installing Microsoft Lync 2013. The enterprise was forward-thinking and the CIO was adamant that this deployment would be heavy on "collaboration tools" and light on desk phones. Obviously, five years ago this was a bold move, but its dictum from the top meant that employees would 'play along.' The word was out -- employees would receive headsets only and desk phones were "gone." The result? Only two out of the 750 employees retained desk phones; 748 Bluetooth headsets were deployed and the cultural shift to UC was underway.

Read More

Impact of Data Protection Legislation

Impact of Data Protection Legislation

Organizations need to get out in front of new data protection legislation like GDPR, giving special consideration to communications technology.

2018 will usher in a new era of data protection as the European Union General Data Protection Regulation (GDPR) comes into effect on May 25. How does this impact a business based in North America?

Read More

SIP Trunking... Not Your Father's Carrier Service

SIP Trunking... Not Your Father's Carrier Service

Successful SIP trunking implementations start with organizational planning and effective communication.

The promise of SIP trunking has been touted for years: You'll save money! It's easy to manage! It's flexible! It offers better business continuity! While this all may be true in theory, the reality is that an integrated approach and careful planning are required to achieve these results. It's not as simple as order it and call it a day.

Read More

SIP Trunking Implementation: A Systems Approach

SIP Trunking Implementation: A Systems Approach

Given opportunity for design errors when implementing SIP, extensive design planning and communication are critical to ensuring success.

Session Initiation Protocol (SIP) is inherently simple. It is readable, meaning that with a probe you can follow the session initiation by simply reading the messages as they travel between two devices. The protocol does not establish the route the content will traverse, nor its quality. After the session is established, SIP, as a protocol, is only responsible for ending the session.

Read More

3 Technical Issues to Consider for a Cloud Move

3 Technical Issues to Consider for a Cloud Move

The sales pitch makes a cloud migration seem easy, but the devil's in the details.

If a move to the cloud is in your future, hopefully you've been able to do some advance preparation, as I've previously recommended. In addition, you'll need to keep in mind a variety of technical considerations.

Read More

Smart Campuses Are Here

Smart Campuses Are Here

A key benefit of smart campus investment is that it helps to position the property for the future -- communications included.

You have a smart phone and possibly a smart watch. You understand smart buildings. But are you aware of smart campuses?

Read More

Investigating Microsoft Teams

ABOUT THE AUTHOR


Tom Brannen is the President of Wassaw Consulting LLC, an independent consulting firm based in Atlanta. With 20 years of...
Read Full Bio >>
SHARE



Tom Brannen | January 24, 2018 |  1 Comment

 

 
   

 






Read More

Telecommunications Industry Changes: What's Next

Telecommunications Industry Changes: What's Next

What does the future hold for telecommunications and what does each segment of the industry need to do to survive?

What's happening in the telecommunications industry today is explosive -- three-dimensional growth on all fronts, making it challenging for enterprises to determine the best strategic course forward.

Read More

Designing a Design-Driven Organization

Designing a Design-Driven Organization

Organizations that use cross-disciplinary teams, lead with customer-focused design, and share knowledge effectively will rise quickly to the top of their sector.

In the current technology ecosystem, many organizations have assumed that agility and innovation can only be achieved at the expense of design, security, and reliable operations. Many startups take this path. But as the startup begins to scale, there are often bumps in the road. Perhaps a company grew its solution organically with limited big-picture design or documentation; or maybe the customer experience begins to falter when customers demand reliability but the solution cannot deliver as changes get implemented too quickly.

Read More

How to Keep Communicating When Cell Service Fails

How to Keep Communicating When Cell Service Fails

Turn your smartphone into a node in a peer-to-peer communications network, and keep the conversation flowing.

The recent tragic events of the North Bay fires in California and Hurricane Maria's devastation in Puerto Rico highlight issues that arise when cell towers go down. In the aftermath of these disasters, we heard many stories about the difficulties of finding people in the affected areas.

Read More

Communications: Everything is Amazing and Nobody Is Happy

Communications: Everything is Amazing and Nobody Is Happy

The communications market is ripe for disruption, leaving the traditional players longing for the good old days.

I borrowed the title of this post from a Louis C.K. stand-up routine a few years ago. In that routine, Louis talked about growing up having to dial a rotary phone -- and what a pain it was if the person you were calling had lots of zeros and nines in their phone numbers (for younger readers, ask your parents to explain). He also talked about the amazing things we take for granted in today's everyday life such as human flight -- sitting in a chair hurtling through the sky.

Read More

Navigating Disruption, Synergizing with Tech

Navigating Disruption, Synergizing with Tech

Organizations need to realign processes and workflows to match the capabilities of new tools.

Disruption by its very nature isn't something you can avoid. It isn't something your business can opt out of if you don't want to go through the pain of reorienting. Or if you do opt out, there are eventually serious consequences.

Read More

IoT & Collaboration: Enabling the Next-Gen Operation Center

IoT & Collaboration: Enabling the Next-Gen Operation Center

Situational awareness, collaborative response capabilities, and proactive incident management are the keys to providing a secure environment and minimizing costly downtime.

Today, more than ever, airports need comprehensive situational awareness. Next-generation operation centers combining security, operations management, and collaboration can provide the insights and incident preparedness needed to both streamline everyday operations and manage emergencies.

Read More

Getting in the Know on SD-WAN

The trend toward SD-WAN is only likely to accelerate. Here’s a high level look at what you need to know.

 

Read More

UC, Network Vendors: Buy, Sell, Hold?

As in baseball, UC and networking vendors on the bubble need to position themselves to buy -- a la Mitel and Extreme Networks -- or be sold.

 

Read More

Making the Case for a Consultant

There are ways to justify your need for a communications consultant so executives will be on board to get you the help you need.

 

Read More

Getting Strict about Cloud and VoIP Implementations

For law enforcement organizations, compliance with Criminal Justice Information Systems Security Policy can be a hard constraint.

The latest version of the FBI's Criminal Justice Information Systems (CJIS) Security Policy document puts severe constraints on VoIP and cloud Implementations for organizations that require access to CJIS databases. As reviewed in the document, maintaining compliance can double the price of cloud and VoIP systems for these law enforcement agencies.

Read More