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Blog Entries tagged as: call routing

  • What Agentic AI Means for Customer Experience Leaders

    Sep 08, 2026
    Agentic AI goes beyond assistance by independently completing defined tasks across connected systems. Success depends on strong data, integrations, security, governance, and human oversight, not just rapid adoption. The best initial use cases are predictable, high-volume interactions, while complex situations will continue to require human judgment.
    Full story

  • Call Recordings in UCaaS Systems: What You Need to Know

    Feb 04, 2025
    Recording calls presents an ever increasing amount of scrutiny and consideration. Are there legal requirements I need to follow? Will I go bankrupt paying for storage? Where should I store my recordings? What about HIPAA and ePHI?
    Full story
  • Can Cloud Communications Save Your Business Money During an Economic Downturn

    Can Cloud Communications Save Your Business Money During an Economic Downturn?

    Sep 20, 2022
    When facing an economic downturn, it may be tempting to stick with a solution that just works. But, making the switch from on-prem to cloud-based communications could be what your business needs to come out on top.
    Full story
  • Understanding the Buzz Behind Bring Your Own Carrier

    Understanding the Buzz Behind Bring Your Own Carrier (BYOC)

    Jul 19, 2022
    When migrating your communications to the cloud, it's important that you do it in a way that makes the most sense for your organization. See if a Bring Your Own Carrier approach would be your best option.
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  • What Does Omnichannel Mean for Contact Centers

    What Does Omnichannel Mean for Contact Centers?

    Aug 17, 2021
    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.
    Full story
  • Who’s In Your Corner When a Migration Turns Ugly

    Who’s In Your Corner When a Migration Turns Ugly?

    Jun 08, 2021
    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.
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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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  • 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.
    Full story

  • Swami Dictionary – Your Guide to the Wild World of Unified Communications

    Oct 30, 2020
    With so many terms thrown around in the unified communications industry it's sometimes hard to keep them all straight. That is why we have developed the Swami Dictionary! This resource is packed with useful terms that you may bump into during your journey into the industry.
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  • How RingCentral Injects Intelligent Design to Improve Productivity

    May 19, 2020
    From providing analytics to give managers better insights to your communications efforts to implementing AI features to help automatize processes for your agents, RingCentral may be the communications solution that you have been looking for. Read more to find out what else it can do for you!
    Full story
  • route-points-external-dialing-extension-mitel-director

    How to Use Route Points to Assign an External Number to an Extension

    Mar 29, 2019
    In this Swami Tech Talk post, you'll learn how to configure route points within Mitel Director to dial an external number with an extension, and under what circumstances this is useful.
    Full story
  • call-flow-schedules-blogpost

    How to Configure Your Business Call Flow Schedules in Mitel Director

    Mar 07, 2019
    Understanding proper call flow scheduling in your Mitel Director is critical to ensure your callers have a positive experience when they call your business whether during normal business hours, after business hours or during the holidays.
    Full story
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