Mar 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 […]
Read MoreMar 18 2017 If You’re A PSAP, You Need To Start Your Next Generation 911 Upgrade Now
Next Generation 911 (NG911) holds a lot of promise for the emergency services world, but we’re still a long way off from widespread industry adoption being a reality. This is because many public safety answer points (PSAPs) are struggling with the decision of when to move to an NG911 solution. In order to understand their wary caution of NG911, […]
Read MoreMar 16 2017 How Proactive Notification Solutions Can Go Horribly Wrong
I have spent my entire professional career working with companies on the effective use of technology, and I still believe that any IT solution can provide a company with a competitive advantage. Because of this belief, I want to correct the misconception of some (not all!) business decision-makers that silos IT solutions as a “necessary evil” expense item over time, rather than […]
Read MoreMar 13 2017 Moving Your IVR TO The Cloud? Here Are 6 “Free” Tips To Help You Get Started
“Let’s just move the IVR to the cloud!” Your boss, CFO, CIO and everybody else seems to be saying it. And you agree. (All of you have probably read Chad’s blog on CapEx vs. OpEx.) Moving to the cloud gets you the redundancy and capacity you’re no doubt looking for, in addition to helping you […]
Read MoreMar 10 2017 5 Tips To Make Your Next Avaya Upgrade Go Smoothly
Over the past five years, the enterprise voice market, traditionally monopolized by industry giants such as Avaya and Cisco, has changed. Now we’re seeing migrations to platforms dominated by communications and collaboration tools. As a direct result, many of my own customers have recently undertaken major initiatives to either replace or upgrade their telephony infrastructure […]
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