Apr 14 2017 Can Contact Center Technology Help With Next Generation 911 Migrations?
As I discuss the benefits and strategy of Next Generation 911 (NG911) with my customers, I often reflect on how similar the NG911 strategy is to the contact center strategy of years ago. To show you what I mean, let’s first examine the primary goals of the Next Generation 911 standard: Support multimedia contacts and […]
Read MoreApr 10 2017 How Call Center Automation Technology Can Be Used For NG911 Solutions
As Public Safety Answering Points (PSAPs) begin their journey transitioning to Next Generation 911 (NG911), they will need to change their mode of operation to adapt to evolving demands of their communities. But after so many years in the call center industry, I find myself pondering a nagging question: Why has the emergency services field […]
Read MoreMar 25 2017 How To Migrate To NG911 In 5 Steps
For most Public Safety Answering Points (PSAPs), the migration to Next Generation 911 (NG911) is a daunting journey with no clear path. This is understandable because, unlike most technical upgrades where one vendor provides you with their “best practices” to upgrade to their latest offering, NG911 encompasses many different technologies from different vendors. So, while most of […]
Read MoreMar 22 2017 How Much Does CTI Cost?
“How much does CTI cost?” While this seems like a straightforward question, the best answer I can give you is, “It depends.” But in order to understand why that is, let’s take a deeper look into the technology itself. Computer Telephony Integration – or CTI, as it’s commonly referred to – is the technology that […]
Read MoreMar 20 2017 5 Best Practices For Implementing A Perfect IVR
The Interactive Voice Response (IVR) systems of the past were simple. They played announcements, greeted your customers and routed callers to available agents. Today, IVR systems fill the much more important role of transforming companies into constantly accessible businesses with a singular goal of addressing customers’ needs quickly and effortlessly. That means your IVR needs to provide a more natural and effortless self-service experience […]
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