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If you’re planning to move your telecommunications to the cloud, you may be feeling a little stressed. That’s especially true if you’re transitioning from a legacy on-premises phone system. But have no fear. These seven steps will help you become familiar with the process and alleviate any potential anxiety.
Step 1: Know Your Current Terms
Before you begin the move, verify the terms of your current contract. Review all documents and expiration dates with any current vendors, and be sure to note any lead times required for ending an agreement. This is also the time to determine your budget requirements.
Step 2: Build Your Core Team
Next, assemble an internal team who will oversee the process of selecting and implementing your new cloud phone system. As you put the team together, remember that bigger is not always better. Typically, a C-suite member is essential to ensure someone who can keep the bigger picture in mind and authorize final decisions. Another key member is a technical expert with a firm understanding of the IT and technology needs of both employees and customers. Finally, the team needs someone with a deep understanding of business processes and human workflow to ensure your new solution meets employee needs. Once formed, this team should meet regularly to communicate decisions and progress updates against deadlines.
Step 3: Audit Your Needs
Over the next two to three months, the core team will evaluate your current communications technology and identify areas that need improvement. This includes reviewing the costs associated with the current system and how it may be hindering customer service efforts. Surveying or interviewing users in various roles, along with external audiences like partners and customers, is a great way to get a broad perspective on likes, dislikes, challenges and future desires for your new solution. Other key areas to focus on are budgetary constraints, compliance measures and scalability requirements.
Step 4: Research the Options
Once you’ve outline your requirements, you can begin the process of researching cloud VoIP providers. Be sure to evaluate reviews, testimonials and analyst insights before creating your vendor shortlist.
Step 5: Establish a Vetting Process
The process to vet vendors can take two to three months. This time should be used to gauge how well each solution addresses your current and future needs, along with learning more about each vendor’s implementation process so that you understand how long the process will take. Be sure to develop a standard set of questions so you can compare apples to apples. Questions should cover such topics as infrastructure, support, ease of use, customization and integration capabilities. A tailored demonstration of the phone system is also a must.
Step 6: Prepare for Launch
Once you’ve selected a vendor and signed a contract, it’s time to draft a formal implementation plan. Be sure to partner with your vendor in plan development and stay focused. Remember that adding unnecessary features or changing the scope of the system can have negative impacts on budget, timeline and end-user adoption. Additionally, as part of this phase it will be important to develop a communications plan for affected departments and a timeline for roll-out. Giving extra attention to these areas will be important in ensuring a smooth rollout and ongoing user adoption.
Moving your communications to the cloud may seem like a daunting task, but with careful planning, you can be confident your project will be executed as smoothly as possible.
Planning the switch to a cloud phone system? Find the best VoIP provider for your needs by downloading our free eGuide which includes 12 key categories you'll want to include in your conversations with vendors and RFPs.
Publish Date: August 24, 2017
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
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.
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...
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.
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.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
- and more ....
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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