One of the biggest trends in the enterprise communications area today is the integration of unified communications-as-a-service (UCaaS) and contact center-as-a-service (CCaaS). Businesses are taking this step to improve both the customer and employee experience. Bringing together technologies, including messaging, video, and phone, with customer and CCaaS technologies ensures that the right tools are available to various workers and groups in the organization to provide improved customer and employee experiences.
Wanamaker worked at Field’s store for more than 20 years, and during that time he lived and breathed— and adopted—the ideologies by Marshall Field on customer services.
It doesn’t matter whether you have a traditional or an eCommerce store, the above holds true. What this means in real terms is that no matter what your business model is, you need to adopt a customer-centric approach.
Download The key to building a customer-centric culture: Combining your unified communications and contact center solutions Whitepaper
As businesses increasingly embrace a cloud-first strategy, many are migrating their most heavily used business applications — including office productivity, customer relationship management (CRM), customer care, and more — to the public cloud. In today’s remote workplace, in which work from home (WFH) and work from anywhere (WFA) have become the new normal, this cloud-first strategy is a productivity booster for office employees, remote workers, IT staff, and others who need to stay connected with each other, as well as customers, business partners, and suppliers, regardless of their locations or devices.
A modern communications system needs to be much more than phone calls and file sharing. It needs to provide workers with a better way of doing things.
A unified solution offers enterprise-grade features such as phone, faxing, SMS, IVR, call queues, team messaging, video meetings, and voicemail—all on one platform.
When it comes to technology investment, the bottom line is always going to be the return. Here’s a condensed version of our customer success stories: in quantified form. If you’re building a business case for UCaaS and CCaaS adoption, this is a good place to start.
Five years ago, we teamed up with research firm CITE to investigate the roadblocks to workplace productivity. At that time, many workers were overwhelmed by the volume of workplace communication and workplace tools they juggle every day.
Since then, we’ve been through a global remote work experiment, which gave us a wake-up call about the importance of mental health, balance, and cognitive capacity in the workplace.
Cultivate customer engagement, and you’ll drive sales. Even in a challenging economy, brands that invest in digital customer engagement can experience revenue growth.
For call centers, the path to better customer engagement starts with empowered agents.
How to do business like The People’s Shark with Daymond John.Daymond John, star of Shark Tank, shares advice for small business owners.He reveals the secrets to business success during uncertain times.
