Apr 28 2017 Why Being “Vendor Agnostic” benefits Customers
One of the benefits of being a small company is that you can define your own path in the marketplace and focus on a niche that suits your culture. As the founder of MicroAutomation, I have always been customer-focused and have tried to cultivate that same passion with my staff. The road has been difficult, […]
Read MoreApr 15 2017 Call Center Reporting: Why It Matter And How To Get It Right
Now that we are firmly a part of the Information Age, we are drowning in well-meaning, number-driven movements like big data, analytics and business intelligence. As a result of this unrelenting surge of data from the floodgates, however, I find that many of my customers don’t know what to do with all of the information […]
Read MoreApr 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 […]
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