11 Juillet 2017

Meet us at Microsoft Inspire 2017

Written by Christopher Liko, Posted in ComputerTalk, Events

Formerly known as the Microsoft Worldwide Partner Conference, Microsoft’s biggest partner event was renamed Microsoft Inspire to align with other flagship conferences, including Microsoft Build and Microsoft Ignite.

ComputerTalk partners closely with Microsoft to deliver the only enterprise-class, native Skype for Business contact center. Skype for Business tears down communication barriers, and ice Contact Center enables a powerful integration, extending the capabilities of the unified communications platform. The unique ice Contact Center platform enables businesses all over the world to provide customers with an intelligent, personal and valuable experience.

Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world. Schedule a meeting and let us show you how we can add a valuable solution to your business application offering.

19 Juin 2017

Facebook: Find your customers where they already are

Written by Christopher Liko, Posted in Contact Center

It’s no secret that most of the online world is on Facebook. With nearly 2 billion active users1, it is no longer a question whether you should communicate with your customers on Facebook. The questions now are “when” and “how.”


Conversing with customers

There is clear value for a business to be on Facebook, but simply having a presence on the platform is not enough. The true value arises from conversations between businesses and customers. Facebook reports that 2 billion messages are exchanged between people and businesses each month. This statistic includes automated (chatbot) and human-initiated messages. The company also reports that 53% of people say that they are more likely to do business with a company that they can message. Whether through chatbots or agents, businesses must provide instantaneous access to information and support.

Meet customers on their platform

Your customers are already on Facebook. So are you. It is imperative that customers can have a dialogue with your business, without ever leaving Facebook. Consider the ecosystem of Microsoft Office 365 or Apple’s device and application ecosystem. These platforms are designed so that users can perform all of their tasks in a familiar place, with a familiar UX, without ever having to leave the ecosystem. The same rationale applies to customer conversations on Facebook. Your customers are familiar with Facebook and they already use the platform. Enabling customer conversations on Facebook removes the perception that receiving support is an arduous or time-consuming process.

25 Mai 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.

25 Mai 2017

Outsmarting cyberattackers: are you protected from ransomware?

Written by Christopher Liko, Posted in ComputerTalk, Technology

The WannaCry ransomware attack began on May 12, 2017, quickly infecting more than 230 000 computers in 150 countries. This attack was considered unprecedented in scale, targeting a vulnerability in Microsoft's SMB protocol. The WannaCry virus demanded a $300 bitcoin ransom to unlock infected computers and allow access to personal data. In the wake of this (still ongoing) ransomware attack, what can we do to protect ourselves?

How do we do it?

Here at ComputerTalk, we follow a very stringent set of cyberprotection guidelines. As the provider of a PCI-DSS compliant private cloud, our organization must adhere to strict policies inside and outside of our cloud environment. One such measure is a software update policy. We ensure that all computers on our network are running the most recent software updates, to protect from any and all vulnerabilities. A Windows patch was released by Microsoft on March 14, 2017, to address the same vulnerability targeted by the WannaCry virus. Had an update policy not been in place, it would be possible that some machines on the network would be vulnerable, opening up the entire network to the threat. Some organizations suffered thousands of dollars in losses from the attack; this can often be attributed to a lackadaisical attitude toward software updates on the company network. There are many other ways to protect your network from cyberattacks, but implementing a software update policy is an excellent first step.

28 Mars 2017

WEBINAR - Migrate to Skype for Business

Written by Martin Borowski, Posted in Webinars

03/29/2017 1:00 PM - 2:00 PM (EST)

Make Skype for Business your next PBX replacement! Join conferences with a single tap instead of a complicated string of numbers, especially useful when joining hands-free or from a mobile device. Share your screen or share files easily during meetings, or fluidly pass control to others - for meetings with up to 250 people! Federation gives you the ability to see when a supplier, partner or customer is available, so you can give them a quick call or instant message, right from your contacts.

Whether you need to instant message, see presence, hold a conference, or just chat on the phone - Skype for Business is the single tool for all of your unified communications needs.

ComputerTalk ice, the Intelligent Communications Exchange, provides a native, enterprise-class, Skype for Business contact center experience, regardless of your cloud transition stage: on-premises, hybrid or fully cloud. The powerful IVR and ACD functionalities in ice enable an easily managed, scalable experience, with full omnichannel capabilities. ComputerTalk is a leader in the global contact center industry, providing cloud hosting services and custom application development for 30 years, as a Microsoft Gold Partner in Communications and Application Development.

REGISTER HERE

28 Mars 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.