Monthly Archives - December 2019

7 Reasons CIOs and CTOs Are Interested In UCaaS

7 REASONS CIOS AND CTOS ARE INTERESTED IN UCAAS

What’s next for CIOs and CTOs? A move beyond the “information” and “technology” responsibilities of their roles, it seems. According to analyst firm Gartner, driving business growth is now a top priority, even as these executives remain focused on the digital transformations of their organizations.

Business growth, though, is dependent upon the ability to innovate and pivot in a fast-moving competitive landscape. As CIOs and CTOs evaluate how to manage disruption and change, they’re turning to Unified Communications as a Service (UCaaS). Here’s why.

How UCaaS Helps Organizations Innovate And Pivot

Changing business models.

A key challenge for CIOs and CTOs in delivering growth is supporting business model change. According to Gartner’s annual CIO Agenda survey, 49% say their organizations already have experienced a change in their business model. This trend appears likely to continue. In Gartner’s CEO Perspective survey, 63 percent of respondents said they plan to shift their business model by 2020. To support this vision, CIOs and CTOs must identify and guide specific initiatives that “change business models and drive consumer engagement, product management, and technology,” Gartner says.

Return on innovation.

While support for digital transformation is high, CTOs still must show a return on investment. Cloud communications lowers the total cost of ownership, of course, but it also facilitates innovation, which in turn leads to growth. For example, UCaaS allows dispersed teams to assemble and collaborate with ease, thus breaking down internal silos. Meanwhile, cloud communications offers the tools organizations need to deliver exceptional customer experiences.

Streamline operations.

In competitive markets, organizations must develop and launch new capabilities fast. To accelerate time-to-market, CTOs are replacing legacy technology, a step that is crucial to improving processes throughout the enterprise. As their competitors deploy cloud communications, businesses can’t afford to be left behind. CTOs see value in UCaaS because it opens new collaboration avenues and future-proofs the organization by giving employees access to the latest applications.

How UCaaS Future-Proofs The Business

Adoption of AI. 

Another way to ensure the organization is prepared for whatever the future holds is to embrace artificial intelligence. AI adoption has increased 270 percent since 2015, Gartner says, and this jump illustrates just how competitive the environment will be. UCaaS enables organizations to snap into the Internet of Things with ease and take advantage of the full range of AI possibilities. This will be especially important as AI is all but certain to give rise to new business models.

Better use of analytics. 

As teams across the organization – from sales and marketing to product and customer support – leverage analytics to find new revenue opportunities, CIOs must find a way to help data flow more freely. With UCaaS, they can streamline access for all employees. For example, sensors capture data in the factory and deliver it to product teams, who can use it to bring new solutions to market. In customer service, direct access to sales and marketing data allows agents to personalize every interaction and deliver a stellar customer experience.

Develop smart spaces. 

As the Internet of Things becomes a bigger part of the workplace, leveraging it for efficiency and decision-making will become a greater priority for CIOs and CTOs. For example, conference rooms can be equipped with sensors to enable more efficient use of the space. With IoT and sensors, meetings can start the moment the organizer enters the room. On the factory floor, supervisors view production data on their mobile device as they walk the floor.

Support mobility. 

By some counts, as much as 70 percent of employees could be working remotely by 2020. To conduct business in the near future, cloud communications will be a basic organizational requirement. With UCaaS, CIOs and CTOs can scale their mobile workforce with ease.

Perhaps the most compelling argument for UCaaS, however, is that it supports the top priorities of CIOs and CTOs. Not only will UCaaS help accelerate their digital transformations, but it also enables the innovation needed for business growth.

This article was first published by Mitel.

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Why Businesses Are Migrating To The Cloud More Than Ever

WHY BUSINESSES ARE MIGRATING TO THE CLOUD MORE THAN EVER

Across industries and time zones, businesses are increasingly leveraging the cloud to meet customer expectations, with cloud communications growing roughly 25 percent year over year. With quicker updates and the latest applications, the cloud offers businesses unprecedented ability to improve flexibility, scalability and efficiency while saving on costs. And yet each journey to the cloud is as unique as the business―and is dependent on the unique patchwork of technology investments and acquisitions it has in place.

The fastest-moving businesses are spending time, money and energy to assess their current infrastructure and plan the best way to proceed. They are looking to gain the benefits of cloud without having to start all over, become burdened with expensive deployment models or get locked in for years with a specific vendor.

Mitel understands this well. Its next-gen cloud offering uniquely provides choice: public, private or hybrid. And this is an approach that businesses across the globe have responded to. According to Synergy Research Group, Mitel is #1 in total cloud seats worldwide for the seventh consecutive year. With nearly 4.7 million users globally, Mitel is over 1.5 million seats ahead of the next closest competitor.

Since Synergy Research Group’s Cloud Market Growth Report began in 2012, Mitel has dominated the top spot as the communications and collaboration vendor of choice for organizations worldwide.

“As we have been saying for a number of years now, Mitel has a compelling value proposition in the UC industry by being able to offer multiple cloud migrations for its customers,” said Jeremy Duke, Synergy Research Group’s founder and Chief Analyst. “This strategy has been successful, as evidenced by Mitel’s continued leadership in the combined market of private and public cloud for nearly a decade.”

Built on the Google Cloud Platform for optimum security and reliability, Mitel’s cloud solutions provide advanced AI, machine learning and analytics. With robust public, private and hybrid cloud options, Mitel is uniquely positioned to help each customer deliver the cloud communications and collaboration they need to achieve their business goals.

“Organizations are increasingly moving applications to the cloud and looking for ways to harness the benefits of the cloud to collaborate more seamlessly and compete more effectively,” said Mitel CEO Rich McBee. “With Mitel’s solutions, businesses can choose the deployment model that’s right for them, whether that is a public, private or hybrid environment. We’re honored that so many businesses continue to trust us to guide them along their journey to the cloud.”

This article was first published by Mitel.

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3 Hurdles To Rolling Out Collaboration Tools, and How To Overcome Them

3 HURDLES TO ROLLING OUT COLLABORATION TOOLS, AND HOW TO OVERCOME THEM

As your business grows, life gets complicated. What could be achieved with a phone call before now involves a lot more people. To get their work done, your employees need to collaborate easily with each other, and with external partners and customers.

The workforce – and its expectations – are changing rapidly, too. A recent PwC study found that 41 percent of millennials prefer communicating via email or some other electronic means rather than in person or over the phone. To accommodate their preferences, businesses need a collaboration and communications solution that’s mobile-first and cloud-connected, like MiCloud Connect. Cloud communications provides them with greater flexibility and support for different styles of work.

BYOD And Shadow IT

Because our world is so connected – via email, social media, smartphones and more – employees walk in the door with all their own mobile devices, apps and expectations. On one hand, this bringing-your-own-device (BYOD) to work can save your small business money in hardware expenditures.

But here’s the rub. If your organization doesn’t provide good collaboration tools, employees will find their own. You can easily end up with a software Tower of Babel. In fact, one recent report found that the average employee uses more than 16 different cloud services, approximately three different content sharing services and up to three different collaboration services. Is your head spinning yet?

The result is lost productivity and inefficiency. Team members get frustrated because of the lack of consistency in the tools they use across different projects. The company can easily lose control of secure data. And it doesn’t look great to customers and partners, either. Using “freeware” and inconsistent or unreliable apps projects an unprofessional image.

Let’s Roll

Your organization needs a consistent, easy-to-use set of team collaboration and communications tools. But before you make any decisions, it’s helpful to review some of the typical obstacles businesses encounter when rolling these out — and how you can overcome them.

Obstacle #1: “It’s A Really Cool Tool But It’s Not Integrated Into The Rest Of Our Systems.”

If this is the case, then it’s not a really cool tool. It’s going to be another headache. You need a collaboration solution that connects all the dots — email, calendar, files, your company directory. For example, a cloud communications solution empowers employees to manage calls from a web browser and connect directly from emails or calendar events. They can set up audio and video conference calls with a click and even invite outside parties. A robust collaboration tool should also include desktop sharing, individual and group chat, built-in VPN and business text messaging. You want to give your employees the ability to communicate and share ideas over multiple channels, switching easily from one to another.

A hosted Voice over Internet Protocol (VoIP) system can deliver all this and more. By choosing a cloud-based solution, you free yourself from legacy phone systems, so there’s no more worrying about software upgrades or buying new hardware.

A VoIP solution also allows your staff to be mobile, maintaining quality even when they’re on the road or working remotely. Because they’re connecting via a web portal, communications remain as consistent and reliable as if everyone was at their desk in the office.

Obstacle #2: “Is This Going To Make My Life More Difficult?”

Another common obstacle to rolling out new software is employee resistance. But maybe they’ve got good reasons to resist. Because a new tool can have a big impact on people’s daily work life, management has to explain its purpose and business value. For instance, will the tool help sell more product, reduce costs or improve productivity? Will it make employees’ lives easier? Any change is difficult, so people need to know what’s in it for them. If there isn’t a strong business case, people just won’t go along.

Here’s an example: McKinsey reports that on average, workers spend almost 20 percent of their time looking for information inside the organization or trying to track down colleagues who can help them. What if this new collaboration tool could help staff quickly learn the availability of a colleague? With presence technology, employees can set their status and how to best reach them.

To strengthen acceptance of the new tool, first identify your users and their needs. Do you have employees working out in the field or remotely? Do you have staff that needs to collaborate on projects, share files and conference often? How about sales and service staffers (e.g., the contact center) who need to quickly reach internal experts or field personnel? Any collaboration tool you choose must meet the needs of all these users.

Obstacle #3: “How Long Is This Going To Take To Learn?”

We’ve all lived through painful software upgrades. If the learning curve is too steep, you’ll lose people and, in the end, they won’t use the new system. That’s why it’s crucial to find a collaboration and communications tool that’s intuitive and easy to use right out of the box. You also need a vendor who’ll be there after the sale, ready to answer questions, provide training and customize a solution that works for your business.

The beauty of a BYOD environment is that there’s little to no learning curve. People already know how to use their devices. And with a VoIP phone solution, your staff can access all functions and business information through a web portal. The interface is consistent whether you’re sitting at your desk or in your car.

Finding The Right Collaboration Tool

When it’s time to simplify your communications system, make sure you cover these points with any vendor.

Does it have these team collaboration features? Be sure that your VoIP phone system will have easy and secure file sharing, point-to-point video and persistent communication across multiple channels. It should also enable real-time private and group chat and real‐time video chat from desktop and mobile devices.

Does it have robust team communications functions? Any VoIP phone system worth its salt will provide presence and awareness information, single-number reachability and dynamic profiles that modify communications options and routing. It should also have a mobile-first design so that employees can communicate from any web-enabled device.

Does the phone system work with our current IT framework? You want to make your life easier, right? Then you’ll need a system that complements your existing IT infrastructure so that it’s easy to administer and it lowers your total cost of ownership.

MiCloud Connect, a VoIP phone solution, gives you all this and more. When it’s combined with Mitel Teamwork, your staff can communicate and collaborate efficiently, resulting in more productivity, less stress and better service to your customers and partners.

This article was first published by Mitel.

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Collaborate Seamlessly Anywhere

Collaborate Seamlessly Anywhere

The team you have today looks a lot different than it did ten years ago: it’s mobile, global and increasingly millennial. Team collaboration tools have changed a lot too. They leverage the power of unified communications, work seamlessly across different devices (smartphones, tablets, desktops) and support real-time interaction in less time than ever before. With the right team collaboration solutions, you can achieve amazing levels of teamwork, right from the palm of your hands.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please contact your 4Sight Account Manager, or alternatively give us a call us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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How To Tell If You Need a Cloud Contact Center

HOW TO TELL IF YOU NEED A CLOUD CONTACT CENTER

How busy are your customer service or sales representatives? When you look out across the office floor, do you see every one of your employees talking into their headset? Engaged employees are a great way to ensure engaged customers. The more people learn about your business, the more they want to connect in every way possible: Email. Chat. Social Media. Self-service. Phone. The danger is, if you’re not careful, you can lose potential customers who might get lost along the way. If their calls go straight to voicemail or, worse, they find no way to connect on their channel of choice, they may get frustrated and find someone else to work with.

If your customers are frustrated with getting in contact with you, it may be time to invest in the Swiss Army Knife of communications–the cloud contact center. Give every customer the chance to connect the way they want to by bringing all of your communications together through a single web-based interface. With a solution that integrates both communications and customer data, like MiCloud Connect CX, you’ll not only improve employee productivity but drive your competitive advantage by delivering stellar experiences with every contact.

Not sure if you’re ready to upgrade? Here are some tell-tale signs that you need a cloud contact center.

1. You Spend Too Much Time Managing Technology

Your IT team is responsible for making your business work seamlessly across multiple processes. But when it spends more time managing multiple disconnected applications, it loses focus on the strategic initiatives that drive growth.

With a cloud contact center that works straight out of the box, IT teams can take advantage of pre-built integrations and open APIs to customize your contact center to your company’s unique needs. They can stop troubleshooting problems and spend way less time setting up, and start concentrating on adapting and scaling your operations as the business grows. Rather than lose time adding users or retrofitting tools to handle modern communications needs, they can focus on high-value projects. And with a solution that’s achieved high standards and certifications for security and compliance, they don’t have to lose sleep over keeping the system safe.

2. Customer Information Is Lost Across Different Channels

If your support team must access multiple applications and databases to resolve issues, agents may find it difficult to keep track of their customers’ information and inquiries across different channels. Without customer profile integration, reps are often left in the dark about a customer’s questions and preferences, which results in more drawn-out, unprofessional experiences. That, in turn, leads to increased frustration and decreased customer satisfaction.

A cloud contact center enables you to integrate your CRM, so agents have ready access to essential customer information directly from their communications tools. Using native dialing, call-detail reporting and contact information retrieval as part of their customer service workflow, agents will not only know who is calling, but why they’re calling.

This single resource becomes even more powerful when combined with advanced routing capabilities. Calls, chat messages, emails and faxes can be directed to the agent best-suited to meet each individual customer’s unique demands.

3. Your Agents Need To Connect Quickly With Colleagues

That brings us to another challenge: What happens when agents need the expertise of a subject matter expert to resolve an urgent customer issue? Today’s employees are mobile and often away from their desks, but the faster agents can connect with the right colleague, the happier they’ll make customers.

Cloud contact centers enable teams to become more productive and collaborative. Desktop and mobile flexibility allow them to stay in touch even when they’re on the go. They can jump on an impromptu video conference or field instant messages regarding a customer inquiry. This kind of prompt collaboration leads to more customer issues being resolved on the first contact.

4. Your Customers Expect To Be Wowed

Loyal customers are the heart of every successful business. But in today’s highly competitive market, great products and services aren’t enough to earn that loyalty. Customers expect engagement and high-quality interactions in their channels of choice, and they’re more likely to stick with companies that exceed their expectations over and over. It’s no wonder that more than 80 percent of businesses say they expect to compete mainly on customer experience, according to a Gartner survey of marketing leaders.

That’s another reason why your business needs a solution that offers faster, easier ways for customers to connect and get answers. With options like self-service, click-to-call-back and web chat integrated into its phone system, your contact center team has all the tools necessary to amaze your clientele.

5. Your Business Is Growing – Fast

As you expand your customer base and deepen its loyalty, your business will face a welcome problem: growth. Not to worry. A cloud contact center, like MiCloud Connect CX, scales easily, allowing you to add new agents without disrupting workflows or requiring IT help.

What’s more, a single, intuitive application makes training painless, so your agents will be ready to reach customers across multiple channels more quickly than ever.

6. You Need To Keep Ahead Of The Competition

Finally, another good problem to have: Success breeds competition. To maintain an advantage, you’ve got to put the customer first and invest in innovative solutions. A cloud contact center helps you do both. Cloud solutions have only been implemented in 50 percent of mid-sized contact centers worldwide, according to an IDC survey. At the same time, more than 70 percent of the organizations implementing cloud-based applications have benefited from an improved customer experience. By investing early, you can stay ahead of the competition.

As your business grows, the pressure to wow customers and outpace competitors will require agility and responsiveness. With a cloud contact center, you’ll increase agent productivity, streamline communications and truly impress every customer.

This article was first published by Mitel.

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Telephone System Configuration Support Before Christmas

Customer Service Announcement:

Customers who need help with their Mitel telephone system configuration or out of office messages to reflect their operational hours over Christmas period, please contact our dedicated service team before Wednesday 18th of December 2019 to request help.

You can submit your request either by emailing our dedicated service team at support@4sightcomms.com or by visiting our customer support portal

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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Merry Christmas & Happy New Year

Merry Christmas and a prosperous New Year from everyone at 4Sight Communications!

Here at 4Sight, we would like to wish all our customers, partners and colleagues a fantastic Christmas and Happy New Year. It has been an honour and a pleasure to work with you this year. Thank you for your continued support and partnership. We look forward to working with you in the years to come.

Please note our Christmas opening hours:

Tuesday, 24th December 9:00 am - 18:00 pm
Wednesday, 25th December office closed
Thursday, 26th December office closed
Friday, 27th December 9:00 am -18:00 pm
Saturday, 28th December office closed
Sunday, 29th December office closed
Monday, 30th December office closed
Tuesday, 31st December 9:00 am 18:00 pm
Wednesday, 1st January office closed

**Customers with our 24/7 support contracts requiring assistance during this period, please note that it is business as usual for all SLA measured requests.**

Once again a very Merry Christmas and a Happy New Year

The Team at 4Sight Communications

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Giving Machines a Voice with UCC

Giving Machines a Voice with UCC

The Internet of Things (IoT) is everywhere, from smart homes to connected cars, on manufacturing floors and in airplanes above the clouds. With the right IoT communications, businesses can connect IoT systems to their communications workflow for real-time, actionable information about the world around them. The right IoT communications platform uses simple APIs that connect IoT applications to unified communications, giving machines a voice in how you improve your business.

This content was first published by Mitel.


We offer a range of Cloud Communications Solutions all of which deliver enterprise-level features and functionality regardless of the size of your business. Whether you are looking to implement Cloud Storage or Cloud Telephony, our solutions are designed around your company’s individual needs.

At 4Sight we have the tools and the expertise to help you with your Cloud needs, with a full range of cloud deployment methods to fit your goals and your budget. To find out more, please contact your 4Sight Account Manager, or alternatively give us a call us on + 44 (0)20 3668 0444 or email info@4sightcomms.com.

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ISDN Is Dead. Long Live SIP.

ISDN IS DEAD. LONG LIVE SIP.

Discover why it’s important to get acquainted with SIP trunk providers and make sure you don’t get stuck with outdated technology. ISDN is quickly getting overtaken by nextgeneration SIP telephony.

This content was first published by Gamma.


As a Gamma Gold Reseller Partner, we are, for a limited period, offering exclusive promotions for 4Sight customers that migrate their voice services to us.

For more information, please contact your 4Sight Account Manager alternatively you can call us on +44 (0)20 3668 0444 or email info@4sightcomms.com

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Balancing AI and The Human Touch in Healthcare With Two New Approaches

BALANCING AI AND THE HUMAN TOUCH IN HEALTHCARE WITH TWO NEW APPROACHES

Originally published on dotmed.com

The use of artificial intelligence (AI) in the healthcare industry is rapidly increasing—and for good reason. AI comes with promises of better patient outcomes, reduced operational cost and increased efficiency, but it’s not a perfect world, especially as healthcare organizations are struggling with implementation and use of AI and machine learning technologies.

And what’s more, with industry executives predicting that AI will be ubiquitous in the field by 2025, healthcare organizations are also grappling with limiting the use of technology in instances where a human touch is more appropriate.

At its roots, healthcare is still an incredibly personal industry that deals with the most important factor to everyone — health. When it comes to integrating technology into certain aspects of healthcare like communications, there will inevitably be a time when it makes sense for patients to speak with a live person face-to-face.

Consider an instance where a patient is repeatedly using telemedicine (a field increasingly adopting AI to improve upon patient interactions) to interact with their physician. There are foreseeable instances where a doctor may have to see their patient face-to-face. Finding the right balance of knowing when to use technology and when to supplement with human interactions is essential.

So how can institutions execute a successful “man-needs-machine and vice versa” outlook? Organizations need to consider these two new approaches as part of their AI implementation.

An IoT Approach

Wearables and health applications are much more widely adopted as they are driving patients to be more active participants in their own healthcare and giving them greater access to their medical data.

IoT technology, like sleep monitoring devices or fitness trackers, allow them to monitor their health, connect with their electronic medical records and share key health information with their doctor, all from their own devices. AI then takes this IoT-driven information and aggregates it for healthcare organizations to analyze and provide more personalized care.

This approach, centered around IoT, is about moving from a reactive business to a proactive business by leveraging new AI and machine learning capabilities to better predict outcomes. In the case of a sleep monitor for example, the device monitors a patient’s sleep habits and an adjacent interactive application coaches the patient by sending reminders and adapting to the patient’s individual habits.

This is great for those looking to monitor their health on an ongoing basis. However, once the technology shares predictive analytics and recommendations daily, it’s best that a physician monitors that data as well, to provide more effective treatment (perhaps once a year or more depending on the patient’s condition).

A Patient Experience Approach

In the unfortunate scenario of a fatal diagnosis, AI could be used throughout the patient’s diagnosis process — assisting physicians, saving time and improving critical outcomes. But when it comes to delivering the news that this patient is in a critical condition, interactions should be sensitive and come from a face-to-face conversation.

When using AI as part of the patient experience, it’s all about moving from a cost center to a profit center. This means making access to healthcare more convenient. The industry should approach healthcare services the same way companies such as Amazon, Uber, AirBnB and Netflix are meeting consumer demand for more convenient retail and subscriber services experiences.

Communications and customer experience technology can provide both proactive and reactive omnichannel experiences anytime, anywhere and across any device. Healthcare organizations should also use technology to automate tasks that take clinicians away from the more personal patient interactions that will always require a human touch.

These organizations can better use their clinicians to perform higher value work where AI cannot, like interacting with patients.  Communications and customer experience tools can also be used to provide personalized self-service and live agent experiences. This serves to meet some of the most frequent complaints about patient experience, including:

• Poor experiences with office staff

• The feeling that a patient is just a number rather than a person

• Difficulty scheduling appointments

By leveraging open API integrations with healthcare tools like Epic, both self-service and live-agent assisted conversations can be more efficient, effective and personalized. Integrating self-service customer experience tools into patient scheduling applications puts the power in the patient’s hands to manage their own appointment adds, moves and changes.

Moving Forward With AI

The great news is that AI has been democratized and made much more readily available to organizations due to the rapid pace of innovation. However, to best realize the benefits, healthcare organizations must not move toward a pure reliance on this technology. They should explore and implement new approaches to find the right balance between using technology in a smart way while preserving the clinician-patient relationship.

A critical component of this is leveraging AI to assist humans in their day-to-day, rather than replace humans altogether. AI is a natural extension of self-service that can be used to provide even more effective experiences leveraging natural language processing and machine learning abilities.

But AI is not the solution to every customer interaction, and there will always be glaring conditions where AI-enabled interactions need to seamlessly escalate to live-assisted human interactions. Healthcare organizations implementing (or considering) AI should already be thinking about what this will look like in reality, starting by identifying situations where a more human touch is required.

This article was first published by Mitel.

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