Thursday, September 02, 2021

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

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Monday, July 26, 2021

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

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Sunday, January 10, 2021

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

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Sunday, January 03, 2021

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

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Monday, November 02, 2020

4 Ways IoT Is Changing Retailers CX Game

When it comes to digital transformation in retail, omnichannel marketing and the customer-first approach are dictating the trend. Data collection, personalization and general convenience of customer experience (CX) are especially in the spotlight, creating demand for any technology enabling them.
In this environment, Internet of Things (IoT) in retail is still a relative newcomer among the most promising technologies. Combined with other prominent technologies today, IoT is well on its way to earning its status as a fixture of the retail market.
So what does it have to offer?
Keep in mind that the critical foundational piece to the success of any IoT application and it’s IoT ecosystem is network connectivity. That said, this FREE resource is uniquely positioned to source the right IoT connectivity network backbone solution for any IoT application whatever it may be....wired or wireless. They can even help with the network design and security effort. All at zero cost to you.  Simply ask....it's as easy as 1, 2, 3.

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Friday, August 21, 2020

How Every Business Can Conquer Digital Transformation

CPaaS will Open Doors

As we introduce you to IntelePeer, and their “reason for being,” we think the visual below helps define the value they bring to their clients.  What is it that you think of when you see these very recognizable logos?
These big brands, once on top of their game fell into the success trap.  They were complacent with the things that worked before, and they failed to innovate or transform for continued relevance.  The result? Now they are gone. Blockbuster, with 9,000 stores and 80,000 employees, was replaced by Netflix.  Netflix is three times its size and has no stores. This is a great example of leveraging transformative technology like streaming to improve the customer experience and displace a leader. Today the digital transformation conversation is everywhere. How do we use or leverage technology to improve business outcomes and customer experience? Done correctly, this will increase sales and boost brand loyalty, and this is where IntelePeer fits in.
CPaaS doesn’t only provide solutions to solve business challenges; it will also open doors across the enterprise. So how can CPaaS help you, and where do you see this working for your organization?

Atmosphere Applications


Three products comprise the value of the Atmosphere platform. These include SmartFlows, Engage, and Insights. Atmosphere SmartFlows is an intuitive graphical interface that can be used to create and manage omni-channel communication workflows, applications, and campaigns.
  • Automate inbound and outbound interactions
    • Improve customer satisfaction and reduce costs with inbound and outbound flows that you can completely tailor to meet your specific business needs.
    • Deliver an omni-channel experience for customer interactions with voice, SMS, and social media capabilities.
  • Integrate communications with business applications and processes
    • Streamline business processes by integrating communications into your other business applications, such as CRM, marketing automation, Contact Center software, billing systems, and more.
    • Enable applications to respond to inbound communications and trigger outbound voice and messaging notifications.
  • Measure and act on your results for continuous improvement
    • Access customer interaction data and results on your applications through dashboards and reporting
    • Quickly view snapshots of your last call or overall success of the campaign.
    • Take action in real-time off of conversations/activities in progress.
    • Integrate with Atmosphere® Analytics for enriched insights on customer experience.
With Atmosphere Engage, you can easily manage and execute omni-channel campaigns. With pre-built template and flows, teams across the enterprise can build campaigns and manage the process of communicating with audiences all in one place.
  • Manage Lists
    • Create targeted audiences specific to a product or promotion
    • Easily upload .csv file and access previously uploaded lists
    • Roadmap – Segment your lists based on location, industry, communication preference
    • Roadmap – Suppression lists and opt-out functionality provide another layer of targeting and compliance
  • Customize and control your interactions
    • Access pre-built templates and flows from the customer library (SmartFlows)
    • Craft your message using text or audio
  • Schedule outreach – Roadmap
    • Schedule and run outbound campaigns
    • Configure the campaign to reach more people by assigning voicemail messages and rules for reattempting communications
  • Measure your results for continuous improvement (through Insights)
    • View at-a-glance dashboard of campaign results — roadmap
    • Schedule daily or weekly reports on campaign analytics – roadmap
IntelePeer also offers Atmosphere Insights, which is their analytics platform; it allows you to make more informed decisions with actionable insights into all customer interactions.
Below you can take a look at the CPaaS packages IntelePeer is currently offering:
To learn more about IntelePeer, and other managed services options, simply ask at Managed Services

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Monday, December 30, 2019

IoT Can Give Your Retail Business A Competitive Edge....Here's What You Need To Know

IoT Can Give Your Retail Business a Competitive Edge. Here's What You Need to Know.

IoT technology -- which collects data from smart, wifi-connected devices -- is changing the data game for brick-and-mortar stores. IoT can enrich physical retailers with data in the same way that ecommerce retailers have historically had access to data through tracking "cookies" and demographics. This is because IoT paves the way to new types of data from new sources, including in-store traffic counters, kiosks, inventory tags, even customers’ mobile phones.
This article shares a few of the important ways retail leaders can achieve their business goals and enhance the customer experience by applying IoT technology.
To learn more about your options for integrating IoT into your retail operations....and what the best fit solutions are for your specific application(s) and existing business model. ....simply ask us at the following link. It's as easy as 1, 2, 3.

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Wednesday, April 18, 2018

Wireless Point Of Sale Systems Are The Untethered Future Of Retail Technology

There’s no such thing as a brick-and-mortar store anymore. Or, rather, no store can be only brick-and-mortar. Connected technology is now a key part of the retail experience, whether you’re a boutique gift store or a multinational consumer products manufacturer. Connectivity saves money, gives you better control of inventory, and—by arming employees with more data—improves and humanizes the customer experience. But stores implementing wireless solutions also need a guaranteed connection, as any outage can quickly spiral into financial disaster. 

When retail stores have network downtime, the cost can average $4700 a minute. And even occasional slowdowns can add up, resulting in tens of thousands of dollars of lost revenue per year. With 33% of retail businesses reporting monthly slowdowns and downtime, this is no small matter.

These retailers need more than great primary providers. They need strong backups to ensure that core-function systems like point of sale (POS) trackers continue to stay online. Especially for retail chains scaling up—spread over wide regions and dependent on seamless logistics between warehouse and store—powerful connectivity can be a life-saver. 

With a 99.9%-uptime guaranteed service level agreement (SLA), Sierra Wireless provides this connectivity to some of the United States’ largest retailers, helping transform companies that are trying to keep up with a quickly changing retail market. 

Point of Sale Systems and the Need for Connectivity

Companies with operations spread across many regions have complicated logistics in order to link manufacturing and distribution centers with retail storefronts. Inventory has to be shipped in a way that guarantees stores always have what they need but aren’t sitting on a surplus of goods. And when a customer orders a product that has to be shipped, any location must be able to follow through and deliver it in a timely manner.

Modern Point of Sales (POS) systems can manage sales, inventory, and delivery. The problem, of course, is that the system relies on connectivity and is vulnerable to downtime. When a company’s whole business model is based around data-driven customer service and connected logistics, loss of connectivity is more than an inconvenience. It undercuts the foundations of the business itself. And terrestrial data systems can be unreliable. If there is a cut fiber, a short, or any issue with the cables (even in a redundant ecosystem), the entire network can go down.

Wireless Backup and the Virtue of Redundancy in Retail

Retail stores need a data backup plan that maintains connectivity no matter what—and a service level agreement to guarantee it. Sierra Wireless is the only company to offer a 99.9% SLA, thanks to its patented Maestro smart antenna system . 

By adapting to each store’s unique RF environment, Sierra Wireless’ system is able to provide the fastest data rates, highest availability, and lowest latency across fixed 3G and 4G cellular broadband networks, in whatever area the store happens to be in. Whether a suburban strip mall or a standalone exurban big box, every location has transmission challenges. Sierra Wireless’ technology can seamlessly adjust to all of them. 

A wireless backup plan means that stores not only avoid downtime but—by using a metered rate—they pay only for usage. It’s peace of mind without breaking the bank. 

Wireless Data as a Primary System

Of course, there are a number of reasons to rely on a wireless, rate-based system for primary use. It can be a valuable tool for retail stores during initial construction—before all the cables are laid and while systems are being tested. And the system flexibility also makes it ideal for other aspects of a changing retail market. 

Take the pop-up store trend: even a temporary location will need connectivity. It still has to be plugged into the main warehousing and inventory network. But using the possibly unreliable network that comes with a temporary location means stores could be significantly less productive during their short lifespans. Having a flexible wireless system that is rate-based, easy to install, and available only for the days or weeks that you need it enables a much smoother operation.

By adapting to varying challenges in the RF environment, wireless systems can also be a good option for retailers in airport storefronts, carts at outdoor fests, kiosks in crowded malls, food trucks, or other traditionally difficult locations.

Wireless Connectivity Creates the Human Touch in a Changing Retail Market

Sixty malls across the US are on the brink of closing. Macy’s is shuttering forty stores. Meanwhile, online retail grossed nearly $400 billion in 2016. 

Connectivity is key to competition. Stores have to be more personal, friendlier, and offer a better experience than consumers can find online. Websites like Amazon algorithmically understand what people want to buy, but brick-and-mortar stores can do the same—and do it with a warm, human touch. 

Seamless backup allows retailers to embrace technology without worrying about what will happen if that technology fails, paving the way for innovations like:
  • Easy employee access to data. Imagine if every worker on the floor had a reliable tablet that allowed them to answer any customer question instantly. The only improvement would be a system that pulled up the customer’s existing preferences so that the employee could personalize the interaction. And that might soon be possible with…
  • App-based loyalty and location programs. When a customer walks into a store, their phone can use app-based push notifications to alert them to relevant sales based on purchase history. But the app can also be connected to the cloud, giving employees access to this data so that they can learn about a customer’s preferences and shopping habits before approaching them.
  • Analytics. What did the customer buy? What did they look at? Where did they stop? These same apps can generate customer data by using purchasing patterns and individual and aggregate heat maps. This data can then be used to improve your store’s layout—and your customers’ overall shopping experience. 

Whether a retailer is scaling up and building new locations across the world, necessitating POS logistics that maximize profit, or competing with online retailers in niche markets, they need consistent connectivity. The changing face of retail and the pressures of online competition demand speed and flexibility, and any downtime is a lost opportunity. 

At Sierra Wireless, our primary, backup, and temporary services are helping retail stores compete in this challenging new environment. To learn more about how our innovative solutions can help your business stay connected.
...simply ask us at the following link.  It's as easy as 1, 2, 3.


by SierraWireless

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