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Within many organizations today, CIOs are embracing the many possibilities that are opened up by the implementation of cloud technologies. By introducing the cloud into their workplaces, many businesses have been able to establish much more flexible and efficient workflows and reap the rewards in greater profitability and lower expenditures.
Some of the benefits of cloud computing are now obvious to everyone. We are all familiar with remote file access and even being able to access and run applications remotely. However, fewer people appreciate the ground-breaking role that cloud technologies have played in streamlining communications throughout enterprises.
Unified Communications as a Service (UCaaS) is enabling businesses to access all-in-one cloud-based communications services. These services are often highly-scalable, meaning that a small business can stick with the same communications system throughout the growth of their business.
The software-defined wide area network (SD-WAN) is the perfect complementary technology, augmenting UCaaS in a number of different ways.
Minimising Packet Loss
UCaaS enables businesses to integrate multiple forms of communications into a single platform. This enables them to be much more dynamic in their operations by ensuring that workers are always able to communicate with one another. However, as with all cloud services, a UCaaS setup is only as good as its uptime rate.
UCaaS systems are highly susceptible to unreliable connections; any packet loss is going to inhibit the effectiveness and quality of communications on your network. Cloud-based system providers like Broadgate Voice implement a variety of measures to minimize packet loss and ensure that communications are able to flow uninhibited.
SD-WAN enables much more efficient and reliable packet transmission, minimising the rate at which communications are dropped. This is essential for video communications, where packet loss leads to pixelation on the image. Meanwhile, the audio quality will drop as data is lost. SD-WAN ensures UCaaS quality remains high, regardless of load.
Scalability
Businesses today want to minimize disruption to their networks while also ensuring that the software they use is secure and up to date. Even if you keep the same software packages for years on end, installing updates can lead to unexpected conflicts and other issues. For this reason, businesses are always eager to avoid having to install entirely new systems and integrate them with their existing infrastructure.
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Consilium UniAgent™ Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365... (read more)Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, FreshDesk, and more. Consilium UniAgent™ CRM connectors are proven in over 110 countries with thousands of agents globally. Enterprises are proactively working towards enhancing their Customer Experience (CX) strategy to optimize omnichannel interaction throughout the customer lifecycle. Consilium UniAgent™ is delivering this as a Connected Digital Experience, being at the center of the agent and customer interaction. The 8.0 release of UniAgent™ is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels (chat, SMS and social media.) As we enter the next stage of the global pandemic, contact centers are faced with the prospect of permanently allowing at least some of their agents to be Work-from-Home agents, without reducing the customer experience (CX.) UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN. UniAgent™ is now available in a cloud-hosted deployment model. Our choices of subscription-based or owned-license pricing gives the flexibility customers and partners need. UniAgent™ can reduce call handling time, accelerate resolutions, and allow for faster call processing to reduce customer wait times in queue. Contact centers can shorten the total time agents spend on inbound and outbound calls, increasing agent productivity by up to 25% by providing customer information to an agent's desktop at the same time the customer call arrives. This cost saving alone can provide a rapid return on investment (ROI). In addition, quick resolution of customer concerns is possible because agents can now use the historical information in CRM’s to shorten call hold times and quickly address the problem. Finally, simple on-screen click-to-talk capabilities are integrated into the CRM screen, allowing agents to initiate outbound calls quickly. Features and Benefits • Automatic logging: Administrators and managers get Cisco CUIC reporting of all agent activity, and voice and non-voice contact activity is also saved to the CRM. • Omnichannel federation: Support for voice, chat, email, and Universal Queue/UQ routing with Single-Sign-On supported • One-click dialing: Agents need only to click on a phone number once in the CRM to place calls, saving time and removing the possibility of dialing wrong numbers. • Pre-packaged integration: Allows pre-packaged integration between CRM’s and the Cisco Unified Contact Center solutions for fast, easy installation, and easy upgrades when Cisco Unified Contact Center and CRM product versions change. • Full telephony functions: All telephony functions in the CRM agent desktop including phone control, caller identification, and screen pops • Proven architecture: A robust, proven architecture that has been successfully deployed for governments and Fortune 500 companies since 2008.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
CRM integration CRM We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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Within many organizations today, CIOs are embracing the many possibilities that are opened up by the implementation of cloud technologies. By introducing the cloud into their workplaces, many businesses have been able to establish much more flexible and efficient workflows and reap the rewards in greater profitability and lower expenditures.
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