Category: Cloud

Top three trends shaping the workplace today, and the role of the channel

Customer Experience  Companies that already understand the value of a CX-first approach know that it requires a mindset of continuous improvement across the whole business. Ultimately, everyone in a business influences customer experience, even if they aren’t a designated touchpoint for the customer. Maintaining a CX-focus will re-shape the workplace in almost every aspect. Customer…

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Call Recording 2020: Delivering Compliance and Customer Experience via the Cloud

Call recording compliance In recent years, much of the drive for compliant call recording has been around meeting GDPR, but requirements are continuing to evolve as understanding of the regulation improves. One key challenge is complexity, and making adherence to policy simple for every business. This requires effective call flow policy management to facilitate decision-making…

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The Year Ahead: What The Channel Can Expect For UCaaS

2019 has been rife with consolidation and partnerships. During 2020, resellers need to minimise the uncertainty that comes with such a dynamic and unpredictable industry and look for service providers that have a clear strategy and can deliver scale, reliability and future-proof solutions. Whilst emerging technologies are exciting, they will not add value if they…

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Analytics and Call Recording: The SaaS Opportunity for Resellers and Service Providers

SaaS vendors in the IT and telecoms market have a number of new and specific challenges. For a small start-up, the commercial investment and time to revenue is long and protracted. These companies have to give a lot away for very little money for quite some time before they start to even begin billing, let…

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Will Digital Communications Overtake Voice For Customer Engagement In 2020?

Will digital communications overtake voice for customer engagement in 2020? As omni-channel customer experience solutions gain traction, organisations need to think carefully about how voice communication fits into their pre- and post-sale customer engagement plans. A report entitled “State of Customer Experience 2017” from West (now Intrado) stated that “88% of organisations are expecting digital…

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Tollring cloud call analytics solution levels the playing field for the on-premises PBX

Tollring today announces the availability of its hybrid iCall Suite analytics and call recording solutions on MiVoice Business and Panasonic NS700 phone systems, with Avaya IP Office coming soon. The cloud solution connects to on-premises PBX equipment, providing channel partners another opportunity to talk to their customers and provide a product with all of the…

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