Ask the Experts: Integrating CCaaS Analytics, CRM and WFO

Ask the Experts: Integrating CCaaS Analytics, CRM and WFO

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses how collecting real-time CCaaS analytics, and integrating with CRM and workforce optimization, can help businesses make more informed decisions with Serenova’s John Charles. Learn more about CCaaS solutions from the Serenova team here: https://cloudservicesuniversity.com/supplier-directory/serenova/ Brandon: All…

Ask the Experts: How Does Omnichannel Improve Customer Outcomes?

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses how next-gen portals with omnichannel functionality improve cost and customer outcomes with NICE InContact’s Aaron Goodwin. Learn more about contact center solutions from the NICE InContact team here: https://cloudservicesuniversity.com/supplier-directory/incontact/ Brandon: Hey guys. In this segment of…

Ask the Experts: How Can Talking ‘Contact Center’ Build Trust?

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses why learning to speak contact center jargon is the key to building trust with CCaaS leaders with Evolve IP’s Rich Fox. Learn more about contact center solutions from the Serenova team here: https://cloudservicesuniversity.com/supplier-directory/evolveip Brandon: All right,…

Ask the Experts: Key Benefits of ACD and CRM Integration

Ask the Experts: Key Benefits of ACD and CRM Integration

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses how ACD and CRM integration can enhance cloud contact center solutions and provide incredible flexibility with Serenova’s John Charles. Learn more about contact center solutions from the Serenova team here: https://cloudservicesuniversity.com/supplier-directory/serenova/ Brandon: All right, here we go, guys.…

Ask the Experts: How Has IVR Advanced Beyond Auto-Attendant?

Ask the Experts: How Has IVR Advanced Beyond Auto-Attendant?

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses how to effectively utilize advanced IVR features to streamline calls for both agents and customers with Evolve IP’s Rich Fox. Learn more about contact center solutions from the Evolve IP team here: https://cloudservicesuniversity.com/supplier-directory/evolveip/ Brandon: Welcome back,…

Ask the Experts: What Are the Benefits of an Open Source Platform?

Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ SVP Cloud Transformation Andrew Pryfogle discusses the benefits of building a UCaaS platform using open source components with CallTower’s William Rubio. Visit Cloud Services University to learn more about UCaaS solutions: https://cloudservicesuniversity.com/ Andrew: We’ve been talking about the different platforms that…

CCaaS: Contact Centers of the Future

CCaaS: Contact Centers of the Future

Companies are moving faster than ever, and demanding flexible, reliable, and scalable solutions like CCaaS to manage interactions with end-user customers. Contact center was a $22 billion global industry in 2016, now projected to be $407 billion industry by 2025. Cloud-based contact centers typically had between 8-10% penetration, but in the last five to seven…

Channel Partners UcaaS like a BADaaS

Sell UCaaS Like a BADaaS

UCaaS has gone mainstream. Beyond basic telephony and PBX replacement, UCaaS helps end-user customers be “better, faster and quicker,” capture more revenue, and improve the customer experience. At the Channel Partners 2016 Conference, Andrew Pryfogle, SVP of Cloud Transformation, spoke with a panel of experts from Masergy, MegaPath, Star2Star, Vonage, and West Unified Communications to…

cloud contact center conversations

The Cloud Contact Center: Conversations with Smart Guys

90% of contact centers have not yet adopted the cloud. For most contact centers, technology is the means for getting things done, not the driver. How can Sales Partners engage contact center managers, address their concerns, and help them focus on business outcomes (not just feature functions)? Andrew Pryfogle, SVP Cloud Transformation, interviewed a panel…

Customer Experience Panel

Customer Experience is the New Battleground

Companies are waking up to the fact that they have to be technology-enabled businesses, regardless of what they do. The heart of this change is how customers are using technology to improve the communications they have with their end-user clients. How is technology driving improvements around customer experience? What are the new opportunities that technology-enabled…