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 MoreThe 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 More“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 MoreOver 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 […]
Read MoreOnce again the Veterans Administration has come under fire for its mistreatment of veterans that have sacrificed so much for our country and our citizens. In the latest VA debacle, an army veteran set up a camera and a speakerphone and recorded his futile attempts to make a doctor’s appointment at his VA clinic in Bedford, Massachusetts. His video illustrates how poorly […]
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