28 March 2017

Making sense of the upheaval in the UC market

Written by Christopher Liko, Posted in Contact Center, Unified Communications

As recent events have shown, there is no question that the UC market is in the midst of a rapid transformation. The market’s landscape is changing, as big players exit stage right, and new names come to the forefront. Clearly, the biggest news in the industry is Avaya’s chapter 11 bankruptcy declaration. Don’t forget that only two months before that, Genesys acquired Interactive Intelligence. This same Interactive Intelligence had seen a $41 million decrease in economic earnings over the previous 5 years after moving to the cloud. (Forbes) Earlier in the same year, Aspect Software also filed for Chapter 11 bankruptcy, emerging quickly and repositioning itself in the market as part of the process. 

Despite this apparent turmoil for some of the longest-standing companies in the industry, the cloud contact center market is expected to grow at a compound annual growth rate of 22.9% by 2022.

So where is this growth coming from? We know that many of the largest players are struggling to maintain pace in the growing cloud sector of the market. 

13 February 2017

LIVE WEBINAR: Embarking on the digital transformation journey: 5 trends driving change in the contact center.

Written by Nicole Robinson, Posted in Webinars, ComputerTalk

Embarking on the digital transformation journey: 5 trends driving change in the contact center.

Customers drive business. According to the 2016 Microsoft State of Global Customer Service Report, 56% of global consumers say they have higher expectations for customer service now than they had just one year ago. How do we use interactions to build sustainable relationships with customers in a digital world? The answer is no longer a simple one. The market is more fluid than ever before, so what decision should organizations be making? In this webinar, we discuss strategies to unify your communications ecosystem, enabling faster, more frequent and remarkably effective business process and customer interactions.

Join ComputerTalk March 15th - 1PM EST as we discuss trends driving change in the contact center.

You will come out of this webinar knowing:

  • The top 5 trends affecting the contact center industry
  • The role of the contact center in the digital transformation strategy
  • How to leverage the contact center to turn your vision into reality

This is an exclusive webinar with limited live seats based on a first-come, first-registered basis. All registrants will receive a link to an on-demand version after the webinar. At the end of the webinar there will be a Q&A session where we will address specific questions you might have.

Register now for a live seat!

 

06 February 2017

Providers in turmoil: futureproofing your contact center

Written by Christopher Liko, Posted in Contact Center, Unified Communications

The technology world is evolving too fast for some companies to keep pace. Contact center solution providers are no exception in this. As companies file for bankruptcy or merge, it becomes apparent who will innovate and who will be left behind. Customers are left wondering if their contact center will be supported next year, next month, or even tomorrow.

A contact center investment is crucial to any business. The worst outcomes are that this key investment reaches end-of-life or end-of-support. Luckily for customers, there are alternatives: a select few solutions are capable of performing a fast, effortless upgrade to a futureproof contact center. With this in mind, let's look at what to avoid and what to look for in a solution provider:

  1. PBX Agnostic Solution: Some organizations cannot upgrade all components of a PBX solution at once, yet some contact center providers don't offer options to integrate with other PBXs. To prevent service interruptions, contact centers require full functionality during the upgrade process. It is crucial to work with a provider offering PBX agnostic compatibility with your current solution, to upgrade one piece at a time.

  2. Innovation: Does your contact center offer social media integration? Does the solution offer hybrid cloud/premises capabilities? What new technologies does your provider enable you to leverage? If the answer to any of these questions is no, the solution is not future-proof. These concepts are here to stay, and you need a provider that offers them now, not as roadmap items.

  3. Homegrown Solution: As companies purchase smaller providers and attempt to integrate multiple solutions, it has become clear that this approach simply doesn't work. Rather than a multi-functional product, it results in independent products masquerading as a unified solution. Find a provider with a homegrown solution to ensure that your products are seamlessly compatible.

  4. Preparation for the Future: Many contact centers cannot upgrade overnight, in 6 months or even in a year. If your supplier won't be around next year, neither will the upgrade. Look for a provider that can see an upgrade through to fruition- at your pace, not theirs.


One final question remains: how does one find a contact center provider with these capabilities? You've come to the right place! ComputerTalk does it all and more- our solutions are endlessly configurable to suit your needs. Contact us today and see how we can help you futureproof your contact center.

 

19 September 2016

WEBINAR: Moving your contact center to Skype For Business. Maximizing your Microsoft strategy today and in the future.

Written by Nicole Robinson, Posted in Webinars, ComputerTalk

Are you thinking about moving to Skype for Business or have you recently upgraded to Skype for Business? If you have, you have probably asked yourself "What about my contact center?"

Join ComputerTalk October 12th at 1PM ET as we discuss moving your contact center to Skype for Business

You will come out of this webinar knowing:

  • Market factors that are increasing the number of Skype for Business powered contact centers
  • The benefits of building an omni-channel contact center on Skype for Business
  • Situations where response groups are not enough
  • Current and future migration paths for moving your contact center and auto attendant to Office 365 PSTN
  • How to integrate the contact center into your help desk and customer service applications
  • Tips to help you achieve success and avoid common mistakes

This is an exclusive webinar with limited live seats based on a first-come, first-registered basis. All registrants will receive a link to an on-demand version after the webinar. At the end of the webinar there will be a Q&A session where we will address specific questions you might have.

Register now for a live seat!

 

12 July 2016

ice Contact Center for Skype for Business is one of the first to become certified for Skype for Business Server 2015

Posted in Press Release, Contact Center, ComputerTalk, Microsoft

Richmond Hill, Ontario – July 12, 2016 – ComputerTalk Technology Inc. today announces that ice, the Intelligent Communications Exchange, is Certified for Skype for Business! The certification indicates that ice has passed rigorous third party testing offered by Microsoft for Skype for Business solutions. ice is a native Skype for Business Contact Center platform that allows users to build communications workflows that connect users with the right subject matter experts. It is one of the first contact centers to receive this designation.

“I’m excited that we’ve been able to partner with Microsoft on this certification for ice on Skype for Business,” says Chris Bardon, Chief Software Architect at ComputerTalk, “It gives us independent validation that ice integrate well with Skype for Business and that Skype for Business supports all of the features that ice implements. This certification includes validation of our outbound calling platform, as well as scenarios involving hybrid and cloud users, which will give our customers the confidence to deploy all of the features of ice on the latest releases and topologies that Microsoft supports.”

ice provides an extensible and powerful interface to create contact center applications. Using ice, organizations can leverage CRM data, skills, and speech to route, record, and report on voice, email, IM, webchat, SMS, video and desktop sharing in a UC contact center. Organizations in all industry verticals can use ice to integrate their business applications into their contact center and transform the way they interact with customers, their own employees, and partners. ice brings together information silos, improving contact center productivity to knowledge-based workers.

The Skype for Business App Certification Program is designed to offer Microsoft customers the added assurance of third-party solutions that have demonstrated a high quality experience and compatibility when deployed with Skype for Business. Only products that pass the specifications outlined in the Skype for Business Certification Program can be associated with this designation. All products that pass this certification program are listed on http://apps.skypeforbusiness.com/.

Founded in 1987, ComputerTalk, is headquartered in Richmond Hill, Canada. ComputerTalk is a global provider of enterprise-class Skype for Business native and PBX-agnostic contact center products, cloud hosting services and custom application development. ComputerTalk is a contact center member of the Microsoft Enterprise Cloud Alliance and a Microsoft Gold Application Development and Gold Communications partner. For more information, please visit http://www.computer-talk.com/en/enterprise-products/ice-contact-center-for-skype-for-business

 

11 July 2016

Find out about Contact Center SMS at WPC for a chance to win a Surface Book!

Written by Nicole Robinson, Posted in World Partner Conference 2016, Contact Center, ComputerTalk

Did you know that text messaging is the most widely and frequently used app on smartphones? According to Pew Research Center, 97% of Americans use text messaging at least once a day.

Studies show that giving customers the option to contact organizations through their preferred channels is the best way to improve customer loyalty and brand reputation. With so many people using text messaging, it makes sense to update your contact center tools so that your agents can help your customers via SMS.

With the latest version of ice Contact Center, agents can handle SMS from customers. Incoming SMS messages are delivered to agents through the Skype for Business client and agents can respond to them the same way they would an IM or webchat.  This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.

Visit ComputerTalk's booth at WPC (#528) or drop by our WPC bash to learn more about SMS in the contact center. You will automatically be entered for a chance to win a Surface Book.

RSVP NOW

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