Five years after its debut, Microsoft Teams has become the most popular business communication platform with over 270 million monthly users worldwide. And while its growth has been impressive, thanks to its inclusion in Microsoft Office 365 and pressures from the pandemic, that
Especially when it comes to call centers and contact centers, it’s pivotal that modern enterprises make use of a customer journey map. Customer journey mapping, in short, is the visualization of the various stages potential customers go through when interacting with a company.
Implementing SIP trunks — especially on an international scale — is usually a difficult process. Even after finding carriers to handle call exchanges across regions, these trunks often have poor security due to no TLS support, as well as no failover protections and
Whether out in nature or in the heart of the city, collaboration is pivotal to completing any project. This isn’t something that we’ve just discovered, of course — it’s the longstanding philosophy of UCC as a market. However, as communication becomes more valuable
Those who have been in business for more than ten or fifteen years can still remember the days when companies (especially small businesses) filed customer contacts in spreadsheets on their PCs. What a waste of time that was! On top of having to
Today, successful organizations must be dynamic and able to respond quickly to feedback. A new UC platform is the information system of this lean revolution. Team members will be able to communicate and make decisions faster and more effectively, and customers will be
In one of the previous blog articles (Introducing Lean Communications), I explained how lean communication can improve the way organizations work. This approach must also be applied to the deployment phase by making it as incremental and simple as possible. The adoption of
When installing a new system, it is hard to escape the paradigm of creating yet another user database and new passwords for each one of these users. How does this happen? The engineer who configures the system usually starts by adding a few
Depending on how critical the UC service is for the organization, it might be necessary to put service continuity scenarios in place, including: Failover: a secondary server is used in case the primary server fails. Load Sharing: both systems work at the same
In the previous article we discussed why network reliability is crucial for UC solutions. This time I will explain why PoE switches are important to grant power continuity of the phone service to match those of traditional PSTN systems. When switching from a legacy
Besides the platform, a key component to success is the quality of the network on which the platform will function. In this blog article we will analyze which network devices must be chosen carefully, and which technologies we need to be familiar with
SIP Trunking SIP Trunking is the most popular way to add PSTN connectivity to a modern UC solution. A few words of advice: Fax support: if the UC solution will need to transfer faxes, you need to make sure the operator has official
The biggest factors to consider when choosing devices that will connect to your UC solution are: determining the required installation time and avoiding installation-related issues (lengthy installations, device-related errors, etc.). FXS / ATAs Ideally, all devices connected to a modern UC server should
In the previous blog article (Insight into the user endpoint) I listed user endpoints. This time I am going to characterize what advanced services can be implemented via SIP phones. Feature Keys On legacy systems and modern VoIP systems, feature keys can implement
The user endpoint subject will be covered in this blog article. And I will also describe the importance of collaboration tools and desk phones. Collaboration Utility / Softphone In a modern UC solution, a single application should incorporate all services: audio calls, video
Remote work is no longer a temporary solution — it’s the future. Cloud computing and digital collaboration tools
Manufacturers are discovering that outdated communication systems are holding them back from reaching their full
Law firms are facing increasingly complex communication challenges. As client expectations rise and cases become more
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