Transition

Contact Center Migration: Help! Aliens have taken over!

Contact Center Migration Ever seen the cult movie Invasion of the Bodysnatchers?  The film's heroes discover that humans are being taken over ... one-by-one ... by aliens. Their friends look exactly the same as before. But now they behave very differently. And if you're about to perform a contact center migration then there's an important [...]

September 22nd, 2015|Main Story, Support and Maintainance, Transition|

Application Migration: Bridge the Gap or Your Treasured Apps Will Disappear

When you next move house, imagine something bizarre happens; CDs play backwards, the TV changes channels every five seconds, and your family photo albums are mysteriously blank. This sounds like a goofy B-movie. But there’s an eerie parallel that can happen when you move to a new contact center platform or solution or try for an application [...]

September 8th, 2015|Sub Story, Transition|

SIP Services Using Voip

Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center. VOIP Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP [...]

September 5th, 2015|Transition|

Contact Centers – and How to Avoid a Backlash From Your Ex

Contact Centers: Imagine being forced to take your ex partner out to dinner every night for six months - at a time when they are extremely unhappy with you and determined to make life awkward! They order lobster and champagne (because you're paying) and whenever you say something - they ignore you. Sound Familiar? This [...]

August 5th, 2015|Contact Center, Support and Maintainance, Transition|

PSS Tackles Pain of Switching Contact Center Vendors

Companies can now avoid a 'failed relationship backlash' if they decide to switch to new contact center technology with a different vendor. PSS is offering to provide short-term support for legacy systems, so companies are no longer at the mercy of their previous vendor in the vulnerable months leading up to a systems switchover. Relationship Meltdown [...]

August 5th, 2015|News, Support and Maintainance, Transition|

Contact Center Managers: Remove Your Blindfolds!

Spending all day, every day more or less consumed by the vagaries of the “contact center world” can sometimes lead to the development of a particular blindfold to the points of view of those on the outside of this world. Who Has the Prettiest Uniform Of notable concern and interest are those who, either by choice [...]

August 4th, 2015|Contact Center, Support and Maintainance, Transition|

Genesys Configuration: Make it Easier to Manage

Genesys products have been developed and fine-tuned for years to deliver across a myriad of business requirements.  They are generally considered to be complex and costly to manage. Genesys.....Scared to Make Changes? Many organizations would like to make changes to such functions as call routing, skill groups or CTI, but are reluctant to because of [...]

July 6th, 2015|Genesys, Transition|

Windows 2003 – Dont Just Upgrade, Extend Support

Planned obsolescence used to have negative connotations, but nowadays it’s standard business practice. US English even has a verb “to obsolete”, with a dictionary definition as follows: Verb: Cause (a product or idea) to become obsolete by replacing it with something new. “We’re trying to stimulate the business by obsoleting last year’s designs” In other words, [...]

March 24th, 2015|Support and Maintainance, Transition|

Contact Center Third Party Support: It’s Still Not Too Late

I think it’s true that despite best intentions of getting everything done by year-end, there’s always lots to do in the run up to the holidays. With new budgets looming, last minute arrangements to make, you may still be facing the need to find a cheaper contact center third party support solution for next year [...]

December 11th, 2014|Support and Maintainance, Transition|

Contact Center Transition: 7 Essential Tips To Stop The Madness

There's a new fitness craze sweeping across gyms everywhere. You're on a treadmill that gets faster and faster. People fling dumbbells in your direction. These must be juggled. Every 30 seconds, the music changes. Oh, and the bottles of mineral water you need keep getting smaller. Does This Scenario Sound Familiar? If you work in [...]

September 22nd, 2014|Transition|