Vertical Blog

How to Optimize Your Customer Service Workflows

Posted by Andy Faulkner on Aug 17, 2016 2:52:55 PM


In our last blog post, “How to Plan a Business Phone System around Core Workflows: Getting Started,” we looked at the steps to take to start developing a workflow-based communications system: a system built around the day-to-day processes involved in delivering your products and services to your customers.

Now let’s do a deeper dive into your customer service workflows, and how you can build a business communications system that helps you deliver an extraordinary customer experience.


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Topics: communications workflows, business communications system

How to Plan a Business Communications System around Core Workflows: Getting Started

Posted by Andy Faulkner on Aug 9, 2016 6:21:03 PM


In our first blog post in this series, “How to Transform Your Communications System into a Workflow Platform,” we looked at what workflows are and why it makes sense to integrate business communications systems into the way people work. Now let’s look at how to go about actually planning a system around those workflows.

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Topics: communications workflows, business communications system

Auto Dealers: See Vertical @ Digital Dealer 21 This Week

Posted by Scott Taylor on Aug 8, 2016 5:37:48 PM

Join Vertical at the Digital Dealer 21 Conference & Expo at the MGM in Las Vegas today through Wednesday. We'll be in Booth 113 demonstrating our Auto Dealer Communications Platform and Applications Suite to help you increase sales, CSI scores and streamline workflows.

Find out more here.


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Topics: Auto Dealer Communications Solutions, Auto Dealers

Vertical Knows Real Time Web Communications

Posted by Scott Taylor on Aug 5, 2016 2:55:25 PM

Vertical's Praveen Mamnani talks Real Time Web Communications with WebRTC World and suggests that mobile applications will be among the first to go "Real Time". But, there may be some roadblocks. See full article.

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Topics: General Audience

Vertical's Mamnani at Real:Time Web Solutions Conference in NYC

Posted by Scott Taylor on Aug 4, 2016 9:51:59 AM

 Mamnani Addresses Real:Time Web Conference 

With the Real Time Web Solutions conference happening today in NYC, it’s only appropriate that Vertical Communications would be taking part.

The event takes place from Aug. 1-4 in New York City, and Senior Director of product management Praveen Mamnani will be speaking on behalf of Vertical Communications in two separate sessions: “Using the Real Time Web for Communications Enabled Business Processes” and “What is Next in the Web Age of Communications?.” 

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Topics: General Audience

How to Transform Your Communications System into a Workflows Platform

Posted by Andy Faulkner on Aug 2, 2016 2:19:20 PM


For young, single professionals, buying a condo as a first home is often a great option. There’s little maintenance and a lot of convenience. But when they get a little older, get married and have a couple of kids, the condo no longer works. They need more space, maybe a yard for the dog, and a family room next to the kitchen to keep an eye on things while fixing dinner.

In the same way, when looking for a communications system, it makes sense to choose one that matches your needs; more specifically, one that fits the way you work today. In Part 1 of this series of posts, we'll look at why a Unified Communications (UC) system is no longer enough, and the benefits to be gained by designing business communications around how work gets done. 

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Topics: communications workflows, business communications system

The 4 Phases of Digital Transformation in Communications

Posted by Andy Faulkner on Jul 25, 2016 8:57:22 AM

The iconic phrase, “There’s an app for that,” has led to a complete digital transformation that is reshaping virtually every industry.

Think about it: the largest taxi service owns no cars. The biggest accommodations provider owns no real estate. And the most-popular media distributor owns no content. (Bonus points if you can name the companies I’ve just described.)

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Topics: Digital Transformation, business communications system

Auto Dealers - Free Webinar to Help Prevent "Showroom Surfers"

Posted by Kevin Butler on Jul 13, 2016 2:27:25 PM

Join Vertical's own auto dealer communications guru, Kevin Butler, as he conducts a free webinar with our friends at Auto Success Magazine on Thursday July 14 at 2pm EDT. Entitled, "Six Ways to Prevent Smartphone Shoppers in Your Showroom from Surfing Your Competition", this webinar will discuss how you can prevent the estimated 63% of prospects in your showroom that are using their smartphone to find a better deal with your competition.

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Topics: Auto

Retailers: "Omnichannel" Includes Voice, So Ignore at Your Peril

Posted by Scott Taylor on Apr 21, 2016 12:56:28 PM

Voice: An Integral Spoke in the Wheel

"A seamless omnichannel experience is driving 2016 retail IT investments and customer satisfaction in more studies than we can count. If delivering a positive experience across all buying channels is the pinnacle accomplishment for retailers, why is it, then, that so many view their voice channel as an afterthought?"

Jan Knight from SMB Retail Technology News interviews Vertical's own Dick Anderson to find out how some of our large, retail customers are integrating the voice channel into their reporting and BI processes to improve sales, customer service and the bottom line. More:

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Topics: Retail

Auto Dealers: Free eCourse to Improve Sales, CSI and Save Money

Posted by Scott Taylor on Apr 20, 2016 6:00:00 AM

Grow your dealership in 5 minutes a day!

Take Vertical's FREE email course (eCourse) and see how today's business phone systems and communications technology can help you generate more sales, reduce expenses and improve CSI scores. 

Sign up now, and you'll receive an email every few days with an info-filled, quick-to-read email lesson focused on simple solutions to real-time problems every auto dealer faces.

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Topics: Auto Dealer Communications Solutions, Auto Dealer eCourse, Auto Dealers, Auto Dealer Technology

Vertical Communications: Communications Solutions for How We Work Today

At Vertical we're inspired by the always-connected, data-driven enterprises that embrace the new way of working made possible with mobile and cloud technology. We replace traditional business phone systems with a communications platform and secure cloud services that enable powerful new workflows to ensure you are always connected to your customers. Wherever. Whenever.

Vertical has thousands of clients of all sizes in all industries and we have specific communications platforms for the retail, auto, hospitality and healthcare sectors.

Please come back often and let us know what you think.

Vertical Communications

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