04 May 2016

To Cloud or Not To Cloud - On Premises vs Cloud

Written by Vivian Pow, Posted in Technology, Contact Center, ComputerTalk

Organizations have many technology choices when it comes to contact centers. Both on-premises and cloud solutions deliver potential benefits, as illustrated in the comparison table below. 

Regardless of your decision, choose your providers carefully, as contact centers have complex requirements. If you need an expert to help walk you through your requirements, leave us a message here

22 May 2015

Increase Customer Satisfaction with WebRTC

Posted in Technology, Contact Center

 

WebRTC is all about convenience and creating a seamless transition from your website to your organization. webrtc.org defines WebRTC as a “free, open project that provides browsers and mobile applications with Real-Time Communications (RTC) capabilities via simple APIs.” It allows your customers to make browser-based voice and video calls without the need for a third party plugin.

WebRTC will have a huge impact on the future of the contact center and universal communications industry. Customers will be able to open a browser or mobile app to start a voice or video call and add screen sharing to receive real-time support. WebRTC allows for seamless escalations between channels to communicate with customers in the most effective medium.

Agents answering the calls will receive the contextual information surrounding the customer and be able to provide faster and better customer service. Previously the customer would need to go through layers of IVR menus or re-provide contextual and personal information to a contact center agent, slowing down the service and creating frustration.

WebRTC brings benefits to your contact center:

Seamless communication – A company’s website is the first point of contact for many customers. If they are unable to find the information they require, some customers will try to find it through your organization’s contact center, while others will stop the search at your website. WebRTC removes the barriers by creating a seamless user experience from your website to a voice or video call, so that no one stops the search at your website.

Preserved context – When a customer calls a contact center using a webpage or mobile app the context from the page or log in information can be preserved. For example, initiating a call from within a product support page can pass in information about the logged in user, which page they are looking at, or where they have been before the current page on your site.  If you’ve already authenticated the user on the web, this information can also be passed into the Audio/Video contact, which means bypassing time consuming customer identification questions in IVR or with an agent. 

05 November 2014

November must reads

Written by Vivian Pow, Posted in Technology, Contact Center, ComputerTalk, Unified Communications

This month's must-reads are focused on Microsoft UC and updates to the product.

  1. Unified Communications was just the first step. Microsoft is bringing Universal Communications in the coming years - a dramatic transformation that "enable people everywhere to take advantage of rich communications for all the important relationships in their work and personal lives. Microsoft is planning to deliver Universal Communications using these strategies:
    • Consistent experience for work and life
    • Context and Application Intelligence
    • Across All devices
    • Video Everywhere
    • Global Reach through the cloud

    Read more here: http://blogs.microsoft.com/blog/2014/02/18/from-unified-to-universal-the-next-stage-for-communications/

  2. Regardless of whether you are planning on incorporating Unified Communications or Universal Communications in your contact center, it is important to think about the questions brought up in this blog: http://searchunifiedcommunications.techtarget.com/tip/How-to-add-UC-to-your-call-center-design?utm_medium (scroll down to read)

  3. New to Microsoft Lync? Here are 10 things that you might not know you can do with Lync 2013!
  4. http://www.networkcomputing.com/unified-communications/microsoft-lync-10-ways-to-do-more/d/d-id/1204531

  5. Thinking about Office 365? Microsoft has released their roadmap for the product:
  6. http://www.pcworld.com/article/2365294/microsoft-reveals-office-365-roadmap-heres-whats-coming.html.

  7. Dynamics - Cortana (Window's version of Siri) integration is getting shipped with Dynamics 2015. read about the implications of this tie-in here: http://www.computerworld.com/article/2842778/cortana-to-give-voice-and-ears-to-dynamics-crm.html

If you have questions, type them in the comment section below! For information on how ComputerTalk's ice adds value to Lync, O365, and Dynamics, visit http://www.computer-talk.com/en/solutions/lync-with-ice, http://www.computer-talk.com/en/solutions/office-365-with-ice, and http://www.computer-talk.com/en/solutions/dynamics-crm-with-ice

09 April 2014

Security Announcement - ice is NOT affected by OpenSSL bug Heartbleed.

Written by Martin Borowski, Posted in Technology, Microsoft, Lync, Troubleshooting

Heartbleed is a security bug in OpenSSL, the most popular software code that encrypts and protects sensitive data such as passwords and banking info. Websites that use this code show a green lock in the URL bar. According to researchers at Codenomicon, a Finnish firm, this bug can be exploited by malware and cyber criminals - they could look at the memory of the bug-affected code, enabling them to grab the keys needed to decode and read data.

We are happy to announce that the versions of OpenSSL that ComputerTalk uses in ice Contact Center solutions are not affected by this vulnerability.

If you wish to check if the web services you're using are vulnerable to this, you can test it here: Visit the Heartbleed test site

Information about Heartbleed came from http://www.cbc.ca/news/technology/heartbleed-web-security-bug-what-you-need-to-know-1.2603988

09 December 2013

5 tips on counteracting nightmare interactions in the contact center

Written by Bianca Zeppa, Posted in Technology, Contact Center

Customer Service – those words are so frequently thrown around in the business world that they may start to lose their meaning. Customer service – to serve a customer… what does that really mean?  Essentially the ultimate goal of customer service is customer satisfaction – a happy costumer in turn means a continued consumer and possible recommendations for future clientele. This sounds simple enough – until you get a difficult customer.

Difficult customers can be a nightmare when agents are ill-prepared for them. Realistically, there’s no way to be completely primed for any disaster that can occur during a business-client relationship, here are some guidelines that could help. (If you can think of others, please let us know in the comment box below the article.)


30 May 2013

WEBINAR: Connecting the Dots in your UC Strategy

Written by Martin Borowski, Posted in Technology, Contact Center, ComputerTalk, Lync, Unified Communications

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WEBINAR: Connecting the Dots in your UC Strategy

Date: Thursday June 20, 2013
Time: 1 PM (EST) / 10AM (PST) / 6PM (UTC)
Duration: 1 Hour


Register Now

Hi,

We are all experiencing it. Microsoft Lync is taking the Unified Communications space by storm!

Looking to generate more productivity through enhanced mobility and better response time? With the emergence of Lync 2013, learn how Lync can be your productivity driver as you implement your Unified Communication Strategy this year.

Looking to move your Contact Center to Lync? Learn how your Contact Center can leverage Lync and how ComputerTalk’s award-winning ice platform can make your life easier as you migrate your call center to Lync.

Looking to provide a better user experience to your end users? Learn how Jabra is able to radically improve the comfort and the quality of your users interactions with your most important assets… your customers.  

Join us for an interactive webinar that will help you figure out the next steps – from where you are to a full UC solution, providing information on the software and hardware you’ll need to ensure the users get the best possible experience.

 

What attendees will learn

  • A deep dive within Lync 2013, the new UC solution enabling all communications and collaboration applications with Lync expert Alla Burdo, Microsoft technology strategist
  • Adding contact center to the Lync stack with Rija Raharinosy, ComputerTalk's VP, Strategic Sales & Global Alliance
  • User-focused devices that will complete your unified communications experience with Bob Knepp, Jabra Business Development Manager.
 

Who should attend

  • VP of IT, CIOs, CTOs, and IT/Telecom Managers
  • Contact center management staff responsible for communication services
  • Contact center technical staff
    supporting communication network

Speakers

       


Alla Burdo
Technology Strategist,
Microsoft
  Rija Raharinosy

Rija Raharinosy
VP Global Alliance and Solution Sales,
ComputerTalk
 

Bob Knepp
Business Solutions
Strategic Alliance Manager, Jabra


All attendees are automatically entered into a raffle. There are three raffle prizes to be won.

Start or accelerate your journey by registering today!

Interested, but can't attend? Register anyway and we'll send you the recording. Please forward this to colleagues who might be interested.


Register Now

 
   
 
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