Blog | CallTower UC and Collaboration

Keep Your Customers Satisfied With Contact Center Call-Back Technology

Posted by Eric Lee on May 25, 2017 11:39:15 AM

No one likes being placed on hold for a significant amount of time. Some customers will hang up after they have been placed on hold for two minutes. One of the best ways to deal with this type of problem is to make the capacity of your agents better than it has been.

If your contact center has experienced an increase in call volume, hiring more call agents may mean you will experience higher idle time among your agents. Hiring more agents will also mean that you will experience an increase in costs because you have added more people to the team.

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Topics: Contact Center, clarity connect, Five9, Cloud Contact Center

Power your help desk with Microsoft Office 365

Posted by Jeremy Puent - Clarity Connect Guest Blogger on Feb 3, 2017 10:53:16 AM

The collaborative help desk, powered by Microsoft O365, CallTower and Clarity Connect

A well-managed internal help desk ensures smooth day-to-day operations for your company and is an essential resource for your employees.

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Topics: collaboration, Office 365, Contact Center, clarity connect, skype for businss

The Collaborative Contact Center

Posted by Blair Pleasant on Jan 20, 2017 1:33:22 PM

Most organizations have separate platforms for their business UC and for their contact center, but this doesn’t allow the contact center to take advantage of UC for customer care. One of these challenges is the inability of subject-matter experts (SMEs) to help with customer interactions.

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Topics: unified communications, Contact Center, clarity connect

The three IT headaches of running a contact center on a siloed telephony platform

Posted by Jeremy Puent - Clarity Connect Guest Blogger on Jul 21, 2016 12:00:47 PM

Running a contact or call center on a different telephony platform than the rest of the organization is shockingly common given all the headaches this causes. And many are not aware Skype for Business is a perfect platform for a multi-channel contact center.

Here are some reasons why you should consider consolidating platforms:

Cost – Why pay for duplicate services or features across more than one product/platform?
Support and availability – Supporting two technology platforms not only means work and training, it introduces more complexity – especially when the two platforms need to interact. This means more resources devoted to maintenance, and also an increased likelihood of outages.
Interoperability – A patchwork of different products may not work well together, and can be difficult to configure and keep working together. For example, when two PBX platforms transfer calls between each other, it can cause:
- Dial-plan issues that don't match on the two systems. This means that calls can work from one system, but don’t complete on the other, which is painful to troubleshoot, identify and resolve.
- Codec/transcoding issues can cause poor audio or failed calls

Another excellent solution is a contact center that’s native to Skype for Business. A truly native product will be considerably simpler to install and maintain, and can take full advantage of the often complex arrangements that are made for large enterprise environments with very little additional effort.