Many businesses today are making the switch to remote or hybrid work. To support this model, communications have to be both flexible and reliable. See why unified communications (UC) is the best option for today's more mobile workforce.

In July the telecom industry was surprised to hear that Zoom was in talks with Five9 about a potential acquisition. A few months later the industry was again shocked to hear that the deal fell through. See why Five9 shareholders ultimately advised against the deal.

There is a lot to juggle with modern contact centers. Workforce optimization tools aim to make processes easier like determining if you have enough agents, how well your team is performing, and so much more. See what benefits WFO can bring to your organization.

Going into 2020, unified communications were quickly gaining in popularity. But, when working from home became a top priority in response to a global pandemic, implementing a UCaaS solution became a top priority. Now, a year and a half later, the world is fully aware of the benefits of this modern communication tool.

Without the right mix of collaboration tools, your employees are likely to find themselves swapping between a variety of different applications, getting frustrated with communicating across the organization and wasting a lot of time. That is why it is important to invest in a solution like RingCentral MVP to prevent a stressful employee experience.

With hardware prices on the rise, platforms reaching their end of life, and less and less R&D resources going to on-premise PBX systems, support contracts are just not a good option for many companies today. If you have been experiencing hurdles with your system recently, check out our article to see what alternative options you have!

Another Mitel Minute Update by Converged Technology Professionals! In this update, we cover the impacts of the global chip shortage on premise-based providers and the effects cloud vendors have had on support contracts.

There are many things to account for when managing a contact center. If you do not have the right tools in place it is very easy to overlook critical information that would benefit your agents and your business. See why utilizing call recordings is crucial in the modern contact center.

From customers wanting a more personalized experience to employers looking for better ways to train their employees, video chat has proven to be a solution to many communication problems. See how you can improve every area of your customer service environment through a highly engaging video platform.

Coming off of a year of companies quickly transitioning to a remote work setting, many are now looking to bring remote and in-person work together. But, what tools are necessary for making the blended work environment function? Check out what 3 tools should be at the top of your list to prioritize.

Omnichannel allows for agents to talk to a customer or potential customer on a wide variety of platforms. It also allows you to collect valuable data from these discussions to better serve the person on the other side of the phone, chat, etc. in the future. See what else omnichannel is capable of and how it can benefit your contact center.

There are so many business communication tools today. Between instant messaging, phone calls and video meetings, it can be difficult for organizations to not feel bogged down with many applications. That is why there it is so important to have a unified communication solution like Avaya Cloud Office (ACO) to keep organized. See how ACO can prevent frustrations you may be experiencing.

When adopting a new and exciting piece of technology, like a cloud-based communication solution, it's tempting to ditch your old system and quickly replace it. While we commend the enthusiasm, we recommend taking your time with this very complicated process. If rushed, a cloud migration can quickly go south with countless areas going overlooked.

Looking to be one of the bigger shake-ups in the UCaaS and CCaaS industry, Zoom is acquiring one of the leading contact center providers, Five9. This high-level deal prompts many to wonder what other providers will do in response to Zoom's purchase and if this could possibly be the end of premise.

A well thought out service level agreement (SLA) is a great thing to establish before finalizing your agreement with a cloud-service provider. Having an agreement that is financially-backed in-place keeps you protected from financial damages that could occur with the provider and sets a clear expectation for both parties.

It was recently announced that Verizon Business, with their best-in-class network, is partnering with UCaaS leader, RingCentral. This collaboration will provide large businesses and enterprises with cloud-based tools and allow for a more seamless implementation of a hybrid work strategy.

Traditionally, a Proof of Concept (PoC) could only be conducted after buying and implementing a lot of physical hardware. But with cloud-based communications technology, you can more seamlessly perform a PoC because everything that your team would need to test is held off-site and is easy to run experiments on before making your final decision.

There is a lot more that goes into a cloud migration than just replacing your old communication system with one of the modern cloud-based options. If your employees are not properly trained in how to use the new technology, your IT team will be bogged down with an endless number of inquiries and the benefits that you were expecting to see would be outweighed by your team's confusion.

When companies were forced to implement remote working strategies in the face of the COVID-19 pandemic, many thought it would just be temporary. But when the year dragged on it became apparent that working from home may become the norm. This idea has been further strengthened with the US government recently creating plans for making 2 million employees permanently remote. See what this massive shift could mean for your business!

Skills-based routing aims to prevent the all too common customer service issue of the caller having to repeat themselves. With skills-based routing, you can get the right agent on the phone the first time, prevent wasting the time of everybody on the call and provide a far better experience for the customer. See what else you can utilize with this addition to your call center!