A Modern Business Communication System Enabling A True "Work From Anywhere" Capability Including The Freedom To Do Business Globally (VIDEO)

Watch this video for a modern business communication system we can source for you that combines a smart telephony platform with robust features, seamless integrations with other productivity apps, and native Voice Intelligence capabilities. This artificial intelligence powered cloud based unified communications system combines all of your individual and group communications options, needs, and functions into one platform easily installed on your smart phone and laptop eliminating the need for any other hardware .... thus enabling a true "work from anywhere" capability including the freedom to do business globally. This communications solution has been adopted by the world's most innovative companies .... saving one particular client over $1 million compared to their previous communications costs.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Insights On Dialpad...A Best-In-Class Industry Leading Cloud-Based Contact Center Solution (VIDEO)

 Watch this video for a Best-In-Class industry leading cloud-based call center solution that leverages native artificial intelligence and natural language processing to boost support agent performance and customer satisfaction. Dialpad Contact Center incorporates CRM integrations, AI-coaching, and analytics together to empower every rep.

This industry leader combines all of your communications options, needs, and functions into one platform easily installed on a smart phone and laptop eliminating the need for any other hardware (if you choose) .... thus enabling a true "work from anywhere" capability for your agent work force. Deliver smarter customer service from anywhere .... including the freedom to do business globally.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

How Has Contact Center Technology Evolved? (VIDEO)

 This video takes a look at the changes over time in call center technology, from how customers interact with businesses to the tools businesses use.

Customers are changing the way they interact with businesses. Gone are the days where someone’s first reaction is to pick up the telephone and call a prospective business. Often times, people start by doing a little research online, messaging with an online chatbot, and finally, reaching out via telephone. With all those steps, it is important that your business is on top of every user touchpoint!

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine. To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3. Contact Center Technology

Insights For Implementing A Remote Contact Center Strategy (VIDEO)

Working remotely is here to stay and while so many contact centers have been forced to make this shift, the decision presented challenges for some businesses.

If you’re still on the fence about taking this decision for your call center and you have the right tool, there are advantages and disadvantages you should consider.

Jim Rembach shares with us What Happens Next: the Remote Contact Center, in this podcast episode:

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be.

Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

UCaaS VS. CCaaS .... What Is The Difference? (VIDEO)

 This video helps try to reduce the confusion associated with today's contact center and cloud based unified communications (UCaaS) and contact center as a service (CCaaS) since they are really two different cloud based voice solutions.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be.

Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Call Center vs. Contact Center....5 Benefits Of CCaaS (VIDEO)

 Call centers have evolved into contact centers, yet every business has not quite caught up. This video details 5 benefits of CCaaS (Contact Center as a Service) technology driving the evolution.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. http://www.business-voip-solution.com/contact-center-technology

How The Latest Contact Center Technology Can Positively Impact Customer Engagement (VIDEO)

Research suggests customer loyalty is declining*. However, renowned futurologist Professor James Woudhuysen believes the collaboration between artificial intelligence and contact center staff can persuade the Sceptical Customer on convenience and company ethics. In this video, James looks at evidence to suggest the latest technology can help improve customer experience, especially when applied alongside human intelligence, why the level of trust a customer has in a business is now an important factor during the buying process and how customers are becoming more confident at using the latest technology to complete specific requirements, without the need of human intervention.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

How To Modernize Your Contact Center With AI & Cloud Based Technology (VIDEO)

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

How To Modernize Your Contact Center Operations

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved beetles.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3.

Contact Center Technology

Indepth Buyer's Guide For Contact Center Software And Technology

 There are a number of different software tools that the best call centers use to increase productivity, process service tickets, manage customer accounts, and support telecommunications infrastructure, all of which contribute to improved and successful call center operations.

To help prospective buyers come to a decision, an accurate call center software comparison is vital. This guide will provide an overview of four main categories — CRM, Help desk, VoIP, Gamification — as well as industry trends, common features, a case study covering a leading call center software solution, and a list of top call center software vendors.

Indepth Guide On Contact Center Software

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Contact Center Technology

The 6 Most Important Call Center Technologies

 Here are the 6 most important call center technologies every business owner should use for better results. These call center softwares will help you to improve productivity and efficiency. In this video, we are going to discuss the most essential technologies every call center business needs.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Contact Center Technology

How To Cut Costs In Contact Center Operations

 Most contact centers are expensive to operate and maintain. Their executives often announce that calls will increase significantly over the coming year, but require agent staffing levels to remain the same.

Unfortunately, most organizations believe that simply streamlining or purchasing new technology will solve all their problems, but it is only part of the solution.

To continue meeting key performance indicators (KPIs), maintain service levels and absorb additional volume, contact center operations managers should consider four things: efficiency, process changes, self-service, and technological upgrades.

Keeping these four things in check will allow your company to cut costs in contact center operations without the possibility of increasing employee churnover rate and risking your contact center culture.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Contact Center Technology

THE WAY WE WORK HAS CHANGED FOREVER

 Working from home became a necessity this year, and companies across the world found themselves having to adapt to the need for remote work. Surprisingly only thirty percent of business leaders feel their organization is well prepared for remote work. Most companies saw challenges in the following three areas:

RingCentral’s goal is to make it easier for companies to pivot towards a work from home environment, and they accomplish this through their Collaborative Communications platform. They also offer the following:

• 240+ out-of-box integrations
• 5,000+ customer integrations
• 50,000+ developers

When talking to your company leadership about where RingCentral succeeds, there are three things you should be discussing:

• Global Telephony
  • 30% -50% usage savings
  • Highest quality voice
  • Quality AND Uptime SLAs
  • 29 Global data centers
  • Local telephony and Global admin
• Company-wide Collaboration
  • Connected Contact Center
  • Expert access
  • Shared directory
  • Call transfer or conference
  • Pulse notifications
• One Vendor Relationship
  • One support number
  • No finger-pointing
  • Simplified pricing
  • Single sign-on
  • Simplified admin
  • Global number procurement

Earlier this year RingCentral also announced their direct routing solution, RingCentral Cloud PBX for. Microsoft Teams. This means that RingCentral can now integrate with MS Teams.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you (whether that be RingCentral or another best-in-class provider). Plus.....our services are FREE.

Contact Center Technology Resources

CENTURYLINK ENGAGE IS DIFFERENT....A CLOUD SOLUTION AND SO MUCH MORE

CenturyLink Engage is a simple cloud solution that offers business calling, collaboration, and call center support, no matter where or when you do business.

• Stay Engaged Anywhere, At Any Time – Your workers and sales force remain effective while traveling, using their tablets and smartphones to serve customers.
• Complete Flexibility – Mix and match calling, collaboration, and call center features power your brand and business. Bring your own internet or use theirs.
• Inclusive, High-Value Plans – Three easy-to-understand packages deliver high value with simple billing.
• Low Risk to Use – We’re so sure you’ll love CenturyLink Engage that they back it with a no-cancellation fee satisfaction program regardless of your agreement type.
• Maximum Reliability – Built over-the-top but optimized for performance and call quality when bought with CenturyLink connectivity.
• Deliver Exceptional Customer Service – Add affordable call center capabilities to your business without the need for on-premises equipment.

Three primary offerings that are available with Engage:

Below you can take a look at what is available in each of the three packages:

To learn more about CenturyLink and take advantage of a comparison of 100s of other business calling, collaboration, and contact center solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

8×8 Contact Center Helps Create Compelling Customer Experiences

 8×8 Contact Center helps create compelling customer experiences throughout the entire customer journey by leveraging insights and facilitating engagement with an immersive and total approach to customer experiences.  

WHO IS 8×8?

8×8 has been in the business since 1987, since then they have built their own full technology stack to have over two-hundred patents. They also have a global footprint, including deployment centers on five different continents.

As many of you are aware, expectations have changed forever due to COVID-19. Here is how 8×8 has been helping with all the change:

• Speed is the new competitive battlefield.
• Chat, SMS, social are becoming increasingly popular.
• Employees and customers expect instant information access.
• Data-driven content, relevance, proactiveness are the new norms.
• Scale, rate of technological change create complexity that requires simplification to manage.

They believe that powerful customer experiences happen by design. The right combination of platform extensibility and collaboration are required to:

• Support the Entire Journey – regardless of physical location, channel, application, and/or device
• Leverage Insights – from the customer journey to proactively enhance and simplify the agent and customer experience
• Facilitate Engagement – across the entire organization for an effective, immersive and total approach to CX

8×8 does all the above by using one cloud platform.

CONTACT CENTER

When it comes to Contact Center, they have a group of innovative technologies.

ROUTING

8×8 has several different Routing capabilities within their Contact Center Platform.

• Skills-based routing
• Dialer: predictive & preview
• Voice, chat, email, SMS, social media
• Direct Connect
  • Route to the same agent
• Intelligent IVR
  • ASR+NLP, AI-enabled self-service

Intelligent Routing is not intelligent unless you can simplify it and make it work for your organization. With 8×8’s intelligent routing, you get the following:

• Simplified set up with workflow builder
• Seamlessly handle all interactions through an intuitive workflow
• Holistic reporting across all channels
• Link multiple interactions to a single journey

ANALYTICS

8×8 offers customer journey mapping; this means they own the entire journey from the UC portion through the Contact Center portion. They can map all of this out for you.

• Customer journey mapping
  • Historical and real-time reporting
• Includes configurable dashboards and templates
• IVR journey analytics
  • Highlights opportunities to improve the CX

Here is how you can use reporting and analytics for more in-depth insights:

• Customize dashboards and wallboards using predefined widgets with drag-and-drop editing.
• Set thresholds to highlight in real-time areas outside of targeted boundaries.
• Expand agent visibility into their own performance.

WORKFORCE ENGAGEMENT MANAGEMENT

Workforce Engagement Management is what 8×8 uses to drive productivity and improve experiences.

• Empower supervisors to see a complete picture of the customer interaction.
• Highlight, save, and share specific moments of interactions using the Conversation Highlighter.
• Correlate customer survey data with quality data.
• Highlight common topics and categories with a graphical view; drill down to the details to learn more.

To learn more about 8X8 and take advantage of a comparison of 100s of other contact center solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

Why You Should Be Speaking With Broadvoice For Your UCaaS AND CCaaS Needs

 Below you can see an overview of the Broadvoice territory map, which shows their coverage nationally.

Broadvoice is a Cloud PBX provider, and they also have a Contact Center add-on. Something a lot of people don’t know is that they also offer SIP Trunking. At the beginning of January, they took on a big task of revamping the architecture of their back-end platform. As of June 2020, they have completely moved their architecture to be a shared cluster, it is a proprietary platform, and it is geo-redundant. Instead of having a single architecture or a single cluster in a couple of different Data Centers, they have spread it out nationwide. This makes it so that if there are any issues in a specific cluster, it’ll only affect that specific pod instead of the entire network.

When it comes to Cloud PBX, they have two different seat models. This includes their traditional seat model, which is a one-to-one call path ratio. For other industries such as schools, counties, or manufacturing that have a lot of phones, they have their call path model.

Broadvoice has made its platform a standard on all seats; they provide their Broadvoice communicator software client which is their softphone application. It’s feature highlights include:

• Desktop Calling
• Chat & Group Chat
• Text Messaging
• User Presence
• Video Presence
• Video Calling
• Screen Sharing

There have been some exciting changes this year, including some new integrations. The first new integration is Microsoft Teams.

Lastly, Broadvoice has also released its integration with Salesforce.

To learn more about Broadvoice and take advantage of a comparison of 100s of other UCaaS and CCaaS solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

TALKDESK’S MISSION TO END BAD CUSTOMER SERVICE

 EVERY MOMENT IS AN EXPERIENCE THAT MATTERS

We have transitioned into the age of the customer, where buyers have more choice and control in how they interact with brands than ever before. Today it’s all about the experience. Your customers demand real-time service, either via self-service or direct to an agent. They expect seamless service across channels, and they expect intelligent service, meaning you need to know who they are and have a basic understanding of their problem.

The reason Talkdesk exploded onto the CCaaS scene is because of their speed of innovation:

• They were born in the cloud! They’re not trying to replace any old systems.
• They’ve got native AI baked right into their platform.
• They’ve built the first App Ecosystem for Contact Centers with Appconnect, allowing you to extend capabilities with a single click.
• Their agile development rolls out new capabilities daily, instead of the traditional three releases a year. They’ve delivered over 600 features in the past 24 months. In fact, Talkdesk filed for 200 patents in the last 100 days of 2019.

Talkdesk has followed all of this up with rolling out twenty new products in the first twenty days of 2020! Because of all this, they have the most review and highest scores on all major review sites.

 

At the beginning of the pandemic, approximately five percent of the U.S. workforce was employed by contact centers. A study done in April found that in January 2020, forty-three percent of agents said they could work remotely if they needed to. Of course, that number increased drastically by the end of March, and it is expected to remain around sixty percent going forward. This means companies need to be prepared to continue supporting hundreds or thousands of agents to work remotely, with the same level of security and customer service. Supporting this requires having the right support and strategies in place to enable this new contact center model.

Some questions you should be asking may include:

• How do you ensure your agents are set up to take calls from home, with no impact to service quality?
• With users now accessing your systems remotely, how do you ensure optimal security and compliance?
• How do you ensure that your CX team’s communications tools continue to perform in a WFH environment?
• How do we ensure that team members still have access to knowledge, without their peers sitting next to them?

CASE STUDY

Employbridge is a great customer of Talkdesk! The EmployBridge company mission is simple: find great jobs for great people. What started many years ago as a vision to connect job-seekers to the right employer for their skillset, has grown into a best-in-class enterprise. EmployBridge matches more than 400,000 employees in over 12,000 companies annually.

EmployBridge needed an agile contact center solution that could support high interaction volume and complement its culture of rapid innovation. Lagging technology and poor support from its first-generation cloud contact center provider were getting in the way of accomplishing their goals. EmployBridge chose Talkdesk for its continuous product innovation, deep integration to Microsoft Dynamics, and its unique flexibility to integrate with other key business applications–both now and in the future.

Their Talkdesk solution includes:

• Talkdesk Agent Assist will be at the forefront of their customer satisfaction strategy. Giving agents real-time suggested actions and removing the burden of tedious data entry will allow them to stay focused on the customer, instead of worrying about the technology.
• Integrations with Microsoft Dynamics and the EmployBridge knowledge base utilize AI-driven data to segment high-value interactions, route them to the best available agent, and present helpful information in real-time.

Since implementing Talkdesk:

• 20% reduction in human-assisted contacts
• Talkdesk Agent Assist will help drive higher CSAT, lower handle times and improved customer experience

Talkdesk’s mission is to end bad customer service for the world; they are here to help customers use CX as their competitive advantage!

To learn more about TalkDesk and take advantage of a comparison of 100s of other contact center vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.