25 May 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 May 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 March 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 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. 

27 February 2017

Amazon Chime vs Microsoft Skype for Business

Written by Christopher Liko, Posted in Unified Communications

How does Amazon Chime stack up? Chime vs. Skype for Business comparison.


The Challenger

On February 13, Amazon released a new unified communications service named Chime. This product has been in the works since Amazon's purchase of Biba, a meeting solution provider, in late 2016. Chime is hosted on Amazon Web Services, and has been framed as an attempt to compete with Microsoft's Skype for Business. Is Amazon's product truly a competitor? Will we remember this product as the Skype-killer, or will Chime be met with resounding silence? Here is how the two products stack up on the most important 5 metrics:

22 February 2017

Enterprise Connect 2017, March 27-30, Gaylord Palms Resort and Convention Center.

Written by Martin Borowski, Posted in ComputerTalk, Events

Join Us!

Enterprise Connect provides the comprehensive analysis and in-depth sessions you need, covering Unified Communications, Mobility, SIP Trunking, Cloud, Video, Collaboration, WebRTC and more.

 

 

We would like to meet you there: Setup a meeting with us here.

Date: March 27-30, 2017
Location: Gaylord Palms Resort and Convention Center
Orlando, Florida

Learn More: http://www.enterpriseconnect.com