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Search Results for: contact center

143 results found

View post: Tracking Contact Center Performance Without Missing a Beat: How to Monitor KPIs When the Team is Working Remote

Tracking Contact Center Performance Without Missing a Beat: How to Monitor KPIs When the Team is Working Remote

Posted on May 26, 2020

Contact center managers regularly monitor their teams to ensure the utmost productivity in delivering fast issue resolution for customers with a friendly, approach. But what happens when the team, who may typically sit in the same office environment, suddenly becomes 100% work from home.

View post: Is Your Remote Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Is Your Remote Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Posted on May 19, 2020

To ensure your remote contact center is able to handle peak volume times, you need to always have the right number of agents ready to answer calls. Adequate staffing is essential for providing callers the best possible customer experience. You also don’t want to make the mistake of overscheduling and wasting resources. So, what metrics should you look at to understand peak call volume?

View post: Should You Remote-Enable Your Contact Center?
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Should You Remote-Enable Your Contact Center?

Posted on March 13, 2020

Contact centers that embrace the “remote-enable” paradigm aren’t bound by geographic restrictions. Cloud contact centers can have agents not only in different rooms – but in separate buildings, cities, states, or even different countries.

View post: Your Guide to Choosing the Best Contact Center Software

Your Guide to Choosing the Best Contact Center Software

Posted on December 18, 2019

Being able to give your customers a seamless experience when they reach out to your business is a huge competitive advantage. With the right contact center software, you have the power to create efficient interactions, meaningful insights, productive teams, and an overall superior customer experience.

View post: What Is Contact Center as a Service (CCaaS)?
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What Is Contact Center as a Service (CCaaS)?

Posted on November 19, 2019

Every contact center wants to operate efficiently to best serve customers – and is usually under extreme scrutiny and pressure to do so.  Contact centers are expected to contribute to revenue, deliver on customer expectations, and reduce costs. Many leading brands are turning to innovative technology to meet these demands – namely, Contact Center as a Service (CCaaS). By employing this model, your contact center can meet the challenge of delivering exceptional customer experiences.

View post: Your contact center should be cloud-based. Just ask Jerry…
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Your contact center should be cloud-based. Just ask Jerry…

Posted on October 21, 2019

Jerry believed as many do, that an upfront CapEx (capital expense) investment would be ultimately less expensive than the monthly recurring costs associated with cloud-based service. While this may seem logical at first glance, it’s not a true reflection of the difference between the purchase price and the actual total cost of ownership.

View post: New datacenter and even more support for our ANZ partners
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New datacenter and even more support for our ANZ partners

Posted on May 12, 2016

I’m very excited to share with our partners in Australia and New Zealand that we’re opening a new local datacenter in Sydney, featuring Microsoft® Exchange 2016, Skype for […]

View post: Intermedia Unite® Again Selected as PC Magazine Editors’ Choice Winner – rating is top among UCaaS providers

Intermedia Unite® Again Selected as PC Magazine Editors’ Choice Winner – rating is top among UCaaS providers

Posted on March 10, 2021

The team at Intermedia focuses every day on delivering a unified communication as a service (UCaaS) platform that delivers on the needs of businesses, big and small. We are honored that our never-ending commitment to providing a communications solution that is highly reliable, secure, easy-to-manage and use, and allows users to connect how they want, when they want, from wherever they want, has once again been recognized by PC Magazine with its prestigious Editors’ Choice award. Intermedia Unite, available on both Android and iOS platforms, is our flagship UCaaS product and combines a full-featured business phone with video conferencing, chat, contact center, file management, and more. In addition to again being named an Editors’ Choice, PCMag’s reviewers gave Unite a rating of 4.5/5 stars – placing it at the top of all UCaaS solutions.

View post: Intermedia Debuts Easy-IVR: An Intuitive, Simple Way to Optimize Customer Interactions

Intermedia Debuts Easy-IVR: An Intuitive, Simple Way to Optimize Customer Interactions

Posted on November 18, 2020

Interactive Voice Response (IVR) systems are critical to every contact center. Anyone that’s ever called customer support knows the drill. They can be very helpful tools for customers, providing quick answers to questions or getting them to the right agent. On the backend, they are extremely valuable to contact center operations for routing and enabling self-service.

View post: How the Second Largest Healthcare Municipality in the U.S. Scaled Their Patient Communications to Battle the COVID-19 Pandemic
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How the Second Largest Healthcare Municipality in the U.S. Scaled Their Patient Communications to Battle the COVID-19 Pandemic

Posted on April 2, 2020

Many healthcare institutions are faced with a sudden and dramatic increase in patients without the help of additional resources. They have the same number of doctors and nurses on staff but are now dealing with hundreds of thousands of inquiries due to the pandemic. So how do you streamline your operations to handle this increase, all while enabling remote care teams to provide telehealth services? L.A. County Department of Health Services faced this very scenario and knew they had to scale their contact center fast in order to meet demand.