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.
Over the past two decades, mobile phone usage has skyrocketed. A 2018 study found that 95% of Americans own a cell phone. Of that group of individuals, 77% use a smart phone. While in the past, mobile phones were used primarily for personal use, they can now have a huge impact on business.
The time has come. Your phone system is old and you need to determine what type of new phone system is right for you. The lifespan of a traditional PBX phone system is 7-10 years. If you’re like many businesses, you’ve been able to stretch the life of your system much longer, which means that you’re out of the loop on the newest telecommunications technology. If you have no idea where to start in regards to selecting a new phone system, don’t worry. You’re not alone, Vertical Communications can help.
When planning your telecommunications strategy, it’s important to plan for things before they go wrong. Disaster events seem ever more common in today’s world, whether it’s weather, forest fires, or a cyber-attack. In 2017, British Airways had an outage that stranded thousands of passengers and cost them $102 million. The impact to YOUR business from a disaster event is likely to be even more catastrophic. According to FEMA, 40% of businesses never recover from a disaster outage and of the businesses who do survive, another 29% fail within 2 years. Disaster planning is literally a survival imperative for your company.
Topics: disaster prevention
Are you acquiring new locations to add to your business? Mergers and acquisitions (M&A) are increasingly common in the US market with 2017 setting a record year in M&A growth. Building a clear communications system strategy can greatly improve the M&A process. Every location you acquire will have its own phone system and call flows. A strategy ensures each new location can quickly communicate with everyone else in the company with minimal hassle and every call is handled in the same way.
Have you found yourself suffering from buyer’s remorse on your new cloud PBX service? The demos all looked great and the software was really impressive, but now that you’re using the system you’re finding yourself with problems?
If your company sells and services large equipment, then providing technical support can be a real issue. Qualified technicians are hard to come by, and many problems require on-site visits to diagnose and fix. The longer the tech spends on one field call, the longer another customer is awaiting a solution. The shortage of qualified technicians makes this problem worse. According to a study by Deloitte University Press, in 2016 the shortage of technicians and engineers dropped by 33% and product workers dropped by 54%. It is estimated that by 2020, the shortage of technicians and engineers will sink to 48% and production workers will be even further impacted, dropping down by 63%.
Buying a new cloud PBX system normally comes down to features and price. But the quality of installation, service, and support is just as important. This starts with the project planning and implementation, but long term support is critical as well. Read on to learn about the key features of a great support team.