Since I began at Vertical Communications, the company’s core values of superior service and support, dedicated project management, and process driven project management has been emphasized during every project that has come up. I’ve learned that every employee is dedicated to these core values, and that they’ve led to a multitude of happy customers and industry-wide recognition. But I’d never gotten to see the Vertical team in action – until now. This month I had my first opportunity to be onsite during a Vertical cloud installation. And wow, talk about a seamless transition!
Using team collaboration to increase productivity, innovation, retention, and more.
These days, businesses are moving quickly. Dozens of projects are in progress at once, employees are spread out nation-wide, and some employees are remote. How do you keep your employees engaged, innovative, and happy? The answer is simpler than you might think. Team collaboration is a simple tool you can provide to your employees that can solve many of your management problems.
We all know customer service is important, but you may not realize it’s getting even more important today. A 2017 survey by Deloitte found that not only was customer experience the leading priority for customer-facing businesses (with 88% of respondents listing it the main priority), but that number was a 17% increase from 2015. In every category, customer experience and satisfaction grew in importance over the last several years.
As almost everyone with either a landline or a mobile device or, heaven forbid, both, knows, the level of consumer annoyance associated with the receipt of spoofed calls continues to rise. Inbound calls that masquerade as originating from local numbers in particular, have become such a pain in the drain that many people simply don’t answer their phones when numbers are not recognized. Not only has the FCC taken a renewed run at regulating spoofing, but the Commission is looking for guidance from interested parties as well. Although the final due date for comments has yet to be released, at least one very powerful submission has been posted. If you care about this issue, now is the time to speak up.
Vertical Communications sees an average of 20 bids for communications solutions each month across the country. Our average is to bid on 10-12 of them. Recently, we dived into this data to notice that cloud is beginning to approach premise solutions in requests.
For many businesses, hiring is becoming more and more difficult. Why? Many companies are finding lower application rates for open positions. When applicants do apply, many demonstrate a lack of needed work experience. Combined with competition from other employers, these issues mean that finding talent is only getting harder. No matter what's going on in the job market, your company still needs to find the best candidates. What can you change in your hiring practices and company policies to attract them? For some companies, the answer is to offer job perks that applicants are looking for. Remote working is one of the most coveted job perks out there.
Remote working is becoming more and more popular. As one of the most coveted job perks out there, many job applicants and current employees are clamoring for the chance to go remote. But if they do, will your company benefit, too? The answer is yes. From increasing productivity, to saving business costs, companies worldwide can benefit from allowing some, or all, workers to go remote.
As Unified Communications (UC) continues to evolve under the BCStrategies.com definition, “Communications integrated to optimize business processes,” I ponder where UC will ultimately end up and what it will look like. UC tools like collaboration, chat, audio conferencing, videoconferencing, Unified Messaging, UC mobility, presence, and corporate directory all offer multiple ways of communicating real-time. IoT now offers real-time access to devices and manage an entire field workforce more efficiently. AI will create new opportunities for customer experience and SLAs by adding ‘bots’ to Contact Center chat functions and now voice functions with the introduction Google Voice and other partnerships. We can now all be connected real-time no matter what the media. I believe we've seen just “the tip of the iceberg” of what UC will eventually become.
Most people—or enterprise communications managers, be they large or small—don’t give much thought to 9-1-1 policy. They just assume it will work in the unlikely event that an employee, contractor or guest has an emergency. But like all things that look easy, managing 9-1-1 information is complex as it must be given that a first responder has only 4 minutes to get to a person in cardiac distress. That’s right. 4 minutes. So the phone system, whether it’s an in-house run MLTS, Centrex, PBX or hybrid has to work and must provide accurate information to the person on the other end of the call so that those who can help can be dispatched in the least amount of time. The good news is that the policy decisions that have driven enhanced 9-1-1 capabilities forward have involved many parties, from first responders to communications technology companies to civilians. The result is that our 9-1-1 infrastructure and capabilities have improved dramatically over the past ten years. Certainly issues like Kari’s Law have continued to drive the relevant issues forward. This is all good news.
SD-WAN is a hot topic today when discussing communications. However, everyone seems to have a different definition of SD-WAN. This makes it hard to discuss the concept. Let’s try and dig in and understand what this technology is and how it can help your business.