Comparing Two Completely Different Cloud Based Voice Solutions For Contact Centers...UCaaS vs CCaaS (VIDEO)

Mike Dance from Brookside 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.

To take advantage of FREE assistance to engineer and design a UCaaS solution for your organization’s network requirements simply click on this link and ask.

Unified Communications (UCaaS) Design And Sourcing Support

Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. 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.

Custom Contact Center (CCaaS) Design And Sourcing 

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

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

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

The Crux Of The Modern Customer Experience...The Impact Of Today's Contact Center Technology

 Is your contact center performing up to expectations....or can it do better? Learn what it takes to be a high performing contact center in today’s customer experience environment by watching this interview with contact center insider and channel innovator Ray Hicken.

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 at the following link (the support is FREE). It’s as easy as 1, 2, 3.

Contact Center Technology

CXone Omnichannel Routing....Contact Center Technology For Today's Customer (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. 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

THE TOP 5 QUESTIONS CONTACT CENTER LEADERSHIP SHOULD ASK CCAAS VENDORS

The contact center as a service (CCaaS) market is booming, as businesses everywhere are looking for ways to support remote agents.

The rapid acceleration of CCaaS is due in part to COVID-19, which has accelerated cloud adoption and digital transformation. In 2018, just 16.8 percent of contact center seats were in the cloud. By the end of 2020, this figure could reach 40 percent or higher.

To capitalize on the demand for CCaaS, contact centers need to be prepared to ask a variety of questions during the buying process.

Here are the top five questions that  are currently asking:

What Features Do You Offer?

Companies will have different needs and expectations, depending on their size, industry, and goals. For example, HIPAA compliance will be a deal breaker for a healthcare company. Another company may prioritize features like SMS communication or omnichannel engagement.

Contact Center leadership needs to have a solid understanding of all the various features that a CCaaS solution may offer, to best align with solutions that meet their needs.

How Quickly Can You Scale?

Merely promising a company that they can scale is not enough to win a contract. Buyers will want to know how quickly a vendor can scale when needed — especially businesses with seasonal fluctuations or startups on the verge of massive growth. Buyers will want to see specific scalability details included in their SLAs.

What Security Features Do You Offer?

In a study conducted by Masergy and IDG, 93 percent of respondents said it was highly important to bundle security features and services with CCaaS and UCaaS.

CCaaS buyers will expect to hear how features like firewalls, real-time monitoring, identity management, and encryption can protect sensitive customer data as it flows over insecure remote networks.

What Type of Architecture Do You Offer?

Buyers will also want to know what type of architecture a vendor offers, whether it’s multi-tenant (meaning multiple companies share an instance) or multi-instance where each company has its own. Contact Center leadership needs to be prepared to discuss each approach’s pros and cons to help determine the architecture that’s best for their needs.

What’s your geographical footprint?

Performance and reliability are top of mind for buyers when purchasing CCaaS solutions. As such, vendors should expect IT-savvy shoppers to inquire about the geographical location of vendor network nodes.

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

The Omnichannel Contact Center (VIDEO)

 WWT’s Mirza Chughtai discusses how new technologies are enabling a broadened contact center experience and changing the definition of omnichannel.

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 you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Disrupting And Transforming The Contact Center Experience (VIDEO)

 In this video Deloitte leaders discuss how contact center technology can serve as a catalyst for enterprise digital transformation and customer engagement.

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 you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

5 Keys To Contact Center Digital Transformation (VIDEO)

 In this video you’ll learn key implementation strategies to make your contact center digital transformation effort a success....including why it is crucial to optimize processes BEFORE bringing in new technology. You’ll also find out how to leverage new technology to improve efficiency and Customer Experience.

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 you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Contact Centers 2030....How CCaaS Significantly Improves Customer Engagement (VIDEO)

 Research suggests customer loyalty is declining*. However, renowned futurologist Professor James Woudhuysen believes the collaboration between artificial intelligence and contact centre 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....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Cloud Contact Centers....No Longer “If” But “How”

Cloud adoption for contact centers has been accelerating over the past 18 months. Large enterprises are now choosing it as their target model. While the migration to a cloud contact center is straightforward for small and midsize operations, it is harder for organizations with over a couple of hundreds of seats. I want to discuss these challenges and how to address them.  Read on for more....

Cloud Contact Centers....No Longer "If" But "How"

For free assistance to decide just what this perfect contact center solution can look like for YOU...and free help designing a custom solution just for YOUR organization...simply go to Contact Center Technology and ask us. It’s as easy as 1, 2, 3.

CCaaS 101 - Your Guide To Cloud Contact Center Technology (VIDEO)

 What is CCaaS (Contact Centre Platform as-a-service)? Patrick Watson explains the tech and provides a quick rundown of the key benefits.

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 you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology