Insight and updates on UCaaS, CCaaS, cloud migration, and more

There is a lot to juggle with modern contact centers. Workforce optimization tools aim to make processes easier like determining if you have enough agents, how well your team is performing, and so much more. See what benefits WFO can bring to your organization.

Going into 2020, unified communications were quickly gaining in popularity. But, when working from home became a top priority in response to a global pandemic, implementing a UCaaS solution became a top priority. Now, a year and a half later, the world is fully aware of the benefits of this modern communication tool.

Without the right mix of collaboration tools, your employees are likely to find themselves swapping between a variety of different applications, getting frustrated with communicating across the organization and wasting a lot of time. That is why it is important to invest in a solution like RingCentral MVP to prevent a stressful employee experience.

With hardware prices on the rise, platforms reaching their end of life, and less and less R&D resources going to on-premise PBX systems, support contracts are just not a good option for many companies today. If you have been experiencing hurdles with your system recently, check out our article to see what alternative options you have!

Another Mitel Minute Update by Converged Technology Professionals! In this update, we cover the impacts of the global chip shortage on premise-based providers and the effects cloud vendors have had on support contracts.

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.