Tag - MiContact Centre

5 ways SIP Trunking can benefit your organisation

As the way we communicate becomes more complex – texts, images, video and voice all intertwined – SIP trunking can offer the ideal telecoms solution moving forward. Here are 5 ways SIP Trunking can help your business achieve telephony success:

1. SIP trunking supports business continuity
SIP trunking offers a flexibility that is not available through traditional ISDN. A number of possibilities can affect how resilient your voice and data connections are. Unforeseen circumstances – such as damage to lines, moving offices or being unable to redirect calls, can be damaging to your business. SIP trunking minimises these problems and ensures you can keep working through every eventuality.

2. Number flexibility

SIP trunking supports your business by allowing you to decide which number you want to display on a call-by-call basis. Even if you’re making a significant move in location, or just wanting to grow your business without opening more offices, SIP trunking allows out-of-area geographic number ranges to be used – showing your business as local, despite being physically located elsewhere.

3. SIP trunking saves you money
Why have a separate voice and data connection when you can have both on one line? By discarding any unnecessary ISDN lines, you will be able to save a large amount of money. In addition, SIP trunking can typically save you a further 50% on line rentals and 25% on calls. By utilising the benefits of SIP trunking number flexibility when you’re moving office, you will not need to spend money on changing stationery, advertisements or listings. SIP trunking also allows you to make free calls between connected sites, even internationally.

4. SIP trunking offers greater flexibility
If you’re still using ISDN, the chances are that you are spending money on lines that you may not actually need all year round. SIP trunking gives you complete control of your lines – you can add more when demand is high, reduce them when there is little demand and split calls to make handling more efficient. Being able to make these instant changes puts you in total control of your communications.

5. SIP trunking comes with a contingency plan

Often, things will happen that you just can’t control. Whether that’s a problem in the office, busier peak times than usual or a lack of connection, Gamma’s SIP trunking business continuity feature is designed to handle emergencies with ease. It is able to automatically reroute any calls to back up sites in a number of seconds – so there is no disruption for your customers.

Migrate to SIP with 4Sight

For modern businesses, there is no longer a good reason to continue working with an ISDN-based telecommunications solution. Get in touch today to see how 4Sight can help you move from traditional ISDN to SIP trunks. Call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

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7 steps for creating a successful digital customer experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers? Here are 7 steps for creating a successful digital customer experience:

1. Take Responsibility

Who is ultimately responsible for customer engagements: the CEO, sales director, marketing director, customer service director? If this isn’t immediately clear within your business, then your journey to a digital customer experience is already off to a bad start. Once you’ve determined who is responsible, they can begin defining the customer experience strategy. What should this strategy include?

Keep in mind that responsibility goes beyond the “owner” of the customer. It extends to anyone 
that will be affected by the customer experience strategy. Therefore, taking responsibility for the customer experience starts with hiring the right people, enabling those people to take ownership of customer experience issues, empowering staff to solve problems without escalations, finding solutions, and fixing problems quickly. Ultimately, the goal is to understand customers, give them the experiences they want, and keep those experiences consistent across all touch points. This will create loyal customers.

2. Understand the stakeholders
Find out as much as possible about the experiences of your agents and other customer service staff. Most importantly, understand your customers’ preferences:
• What is their preferred way of communicating?
• What are their expectations and needs around operating hours?
• How willing are they to self-serve?
• What emerging technologies are starting to become more important to them?

This treasure trove of information can be put to good use ensuring that optimum customer journeys are aligned to workflows. Involve your IT team at an early stage and outline the value and purpose of your technology solution. Plan for CRM system integration and allow the team to evaluate whether any changes to underlying infrastructure are necessary.

Consider the impact on:

• Architecture: Do you have IT staff on-site to manage premise equipment or does a cloud-based deployment make more sense? Are there multiple sites? Will you need redundant, resilient, or highly available contact center servers?
• Contact centre workers: Do agents and supervisors work only on site or do they have the option to work from home or while they’re on the road?
• Integrations: Are there other business systems that must be integrated with the contact center, such as ERP tools? Are there other ordering, fulfilment, and support tools that can be integrated into the contact centre to streamline business processes?
Finally, give the marketing team the opportunity to influence how brand perception can be improved.

3. Automate common inquires with self-service capabilities

With modern digital customer experience tools, self-service is no longer restricted to voice interactions. Analyse frequently asked questions, simple agent transactions (whether through voice, web chat, SMS, etc.), and customer survey responses to decide which processes are the most suitable for automation. Use digital workflow routing capabilities to provide self-service to customers through email auto-acknowledgements, automated web chat responses, and even inbound and outbound SMS inquiries.

Self-service options offer a significant opportunity to improve the customer experience and reduce costs. They have a critical role to play in your digital customer experience. But, take nothing for granted. There are plenty of examples of organisations that fail to empathize sufficiently with customer frustrations around automation. These organizations then establish self-service options that don’t meet customer expectations.

4. Prepare for the full scope of digital channels

Whether it’s social, web chat, email, or SMS, all channels represent some level of importance to your customers. If you aren’t ready to apply the full scope of options, identify which channels are most important to your business based on your target demographic and the nature of your customer relationships, and leverage a modular approach that lets you scale up and out over time, and plug in specific capabilities where applicable.

Mobile apps are the fastest growing digital channel today. Make sure you’re in a position to take advantage of this channel and other trends when the time is right, without having to re-engineer your entire infrastructure.

5. Empower your agents
Deploy state-of-the-art tools that enable employees to work efficiently and flexibly:

-Select the right phone solution for seamless integration with remote agents, CRM, chat/ presence engines, and other business processes
-Define unified communications capabilities to ensure customer queries can be resolved first time by empowering agents to instantly locate, message or conference-in subject matter experts to obtain immediate answers
-Provide special service levels for VIP customers by profiling, identifying, and prioritising them through skills-based or preferred agent routing
-Offer call-back services and self-service options to smooth out peaks and extend availability
-Implement mobile solutions to allow agents and supervisors to work from anywhere at any time
-Use analytics and reporting to enable root cause analysis and improve future processes
-Consider work force management solutions to help predict call volumes and optimize resourcing
-Include call recording to meet regulatory compliance and for training purposes

6. Run a tight ship

Build a modern and reliable customer service environment that integrates traditional ACD with sophisticated voice and digital workflow processes and multiple customer contact points. Ensure business continuity with robust and highly resilient communications solutions designed to provide seamless and uninterrupted service, and no loss of reporting or real-time capabilities during hardware failure or network outages. Most importantly, wherever possible, leverage virtual networking and process options to reduce hardware and operations costs.

7. Apply effective management and reporting metrics
Maintain constant business and operational visibility over the customer experience you provide by leveraging feature-rich, real-time management and reporting tools.

Integrate management capabilities, such as quality monitoring, call recording, outbound dialing, and campaign management.

Ensure you can “join the dots” at the management and agent level by combining the power of multiple management applications. For example, potential spikes in demand can be predicted via global social media monitoring and addressed immediately through agent workforce scheduling.


Similarly, reporting and call recording can provide insights on scheduling, agent metrics, and campaign performance.

Mitel Contact Centre Solutions

For more information about our Mitel Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email info@4sightcomms.com.

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What Is Good Customer Service? Here’s what your customers expect

In today’s technology-driven world of smartphones, tablets and WiFi, consumers have become increasingly mobile, relying on digital communications such as email, text messaging, Web chat, and social media in order to interact with your business.

If your business can’t communicate with customers beyond voice, you may be in trouble. Customers have come to expect the convenience of choosing the method of contact that makes the most sense for them at any given time – and providing a consistent, positive experience across all channels has evolved from a unique, “nice to have” capability to a necessity. And if you can’t provide this flexibility, you may be frustrating or even losing customers.

Luckily, transforming your customer experience for the digital age is simpler than you think. All it takes is an understanding of how your customers expect to interact and the right technology powering your connections.

In less than two minutes, see how the customer experience has evolved – from your customers’ perspective:

Mitel Contact Centre Solutions

For more information about our Mitel Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email info@4sightcomms.com.

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MiContact Center Business Release 9.0 for the MiVoice Business Platform

MiContact Center Business Release 9.0 for the MiVoice Business Platform Overview

MiContact Center Business Release 9.0 is a global release designed for customers on the MiVoice Business platform looking to take advantage of next-generation omnichannel customer experience capabilities, extend third-party interoperability with open media and REST API capabilities, and provide new levels of application and server availability with new high availability, disaster recovery, and business continuity options provided through partnership with Neverfail, a leading provider of active/passive availability solutions.

Release 9.0 also builds on the momentum of Release 7.x and 8.x to further enhance the Web Ignite interface, which is now the go-forward agent application for all voice and digital media handling.

Key highlights of the Mitel MiVoice Business Release 9.0 are:

Omnichannel:

MiContact Center Business Release 9.0 aims to provide a more holistic, personalised view of the customer experience by providing agents with information around the omnichannel customer journey, and the supplemental data required to solve the customers problem quickly and easily the first time. MiContact Center Business’ omnichannel solution links customer contacts across all voice, digital media, and open media interactions to provide a unified view of all interactions from the Web Ignite interface. This leverages pre-existing IVR and multimedia capabilities, data collected from workflows, and the Elasticsearch repository that serves as a database for multimedia transcripts

Release 9.0 omnichannel also provides a new Contact List option to Mitel customers that allows the system to store a customer’s name, email address, phone number (and optionally extension), and mobile phone number. The Contact List can be built dynamically using collected data from voice and multimedia workflows, or integrations with third-party CRM systems.

Omnichannel also introduces light-weight, CRM-like case management capabilities to MiContact Center Business customers. Agents can also now add notes to a case and dynamically add follow up reminders on cases. Reminders can also be sent to other agents for follow up. For example, if an agent is aware the case needs follow up the next day, but they are not working, they can easily pass along the case follow up reminder to another agent. Optionally, Supervisors also have visibility into cases that are open and pending follow up and can dynamically reassign to other agents in the event an agent is out of the office or unavailable.

Case and omnichannel reporting in Release 9.0 is done within Web Ignite. Supervisors and agents have access to any of the cases for the queues they are configured to manage and can quickly identify the status, notes, and history for these items.

Web Ignite Enhancements:

Release 9.0 completes the migration from the legacy desktop Ignite application to the next-generation Web Ignite agent interface. MiContact Center Business’ Web Ignite client extends the reach of the agent application beyond the previous Microsoft operating system limitation to support customers on a variety of Web browsers, specifically Chrome, Firefox, Internet Explorer, Edge, and Safari.

The Release 9.0 Web Ignite client has been enhanced to support the following features and functionality previously only available in desktop Ignite:

  • Supervised transfers
  • Conference
  • Blind transfer to voicemail
  • Request help
  • Agent greetings
  • Inbox grid detailed view

In addition to the desktop Ignite feature parity improvements, Release 9.0 also introduces the following exciting new features to Web Ignite:

  • Tabbed, embedded URL screen pop – pass URL-based Web content directly to agents using Web Ignite andoptionally IFrame or pop out content directly from the agent interface.
  • Advanced search – by case record, state of the case, media, date/range, subject, from address, queue,employee, time in state, and standardized search operators.
  • Response templates – add custom variables to reply templates based on workflow collected data and createpersonalized reply templates from Web Ignite’s Tools tab.
  • Outbound Calling Line Identification Presentation (CLIP) – leveraging YourSite Explorer’s DNIS configuration,agents now have the option to specify the outbound CLIP they would like to display to the caller when makingoutbound calls. Optionally, this can be automated by leveraging a new Dialling Caller Number option on the MakeCall activity, which will automatically update the outbound number presented to callers when a callback is made.

The Release 9.0 Web client also includes a new URL monitor in the real-time dashboard that allows agents and supervisors to embed any third-party Web content directly within the Web Ignite Dashboard display.

Open Media

Open media routing is a feature originally built for MiContact Center Enterprise that MiContact Center Business has introduced into the product. Open media allows any non-traditional, third-party media, such as video or IoT alarms, to leverage MiContact Center Business’ visual workflow routing interface to route third-party media using an API (target URI) and deliver to agents.

MiContact Center Business’ open media feature is a use case-based capability, designed to power next-generation contact center capabilities. To date, several prime use cases have been identified for open media and MiContact Center Business’ REST APIs, including:

  • CRM task routing
  • Routing third-party IoT device notifications
  • WebRTC video integration (via Mitel technology partners Vidyo and Talkative)
  • Social media integrations

Web Chat Enhancements

In Release 9.0, MiContact Center Business’ customer-facing Web chat has been updated to support a maximum of 500 concurrent Web chats (both in queue and being handled by agents). Mitel have also added two new configuration options to control the number of concurrent chats in the system, which can be set in the global application settings editor.

High Availability

MiContact Center Business Release 9.0 introduces a new application level High Availability solution, delivered via partnership with Neverfail, that can replicate and provide high availability for the MiContact Center Business server, a standalone Call Accounting/Business Reporter Server, Remote Servers, and optionally SQL Server. All quoting, ordering, services, and support are available directly through Mitel and Mitel’s partner facing tools, with optional services and Tier 3 support being provided by Neverfail as required.

The high availability solution provided in Release 9.0 is an active/passive solution intended to provide:

  • 4x9s of uptime (99.99%) and availability for digital channels and for voice channels when MiVoice Business is not impacted.
  • 5x9s of uptime (99.999%) and availability for voice when used in conjunction with the MiVoice Business resiliency solution.

For more information about MiContact Centre Business Release 9.0 call us on (0)20 3668 0444 or email info@4sightcomms.com

Mitel Contact Centre Solutions

4Sight provides Mitel Contact Centre Solutions that help business of all sizes to serve their customers while improving employee productivity and controlling operational costs. To find out more about our Contact Centre services click here.

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Ebook: Customer Experience for Dummies

Find out how to give your customers a truly personalised experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers?

To survive and profit, today’s businesses need to focus on their customers. Businesses need to know and understand the customers they serve, address the methods of communication their customers prefer to use, and evaluate their businesses based on the quality of customer experience they deliver.

Download Customer Experience for Dummies for FREE to begin your customer experience transformation.

Download eGuide below:

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Interested in transforming your customer experience from dated to digital?

4Sight Communications has the latest technology available for delivering an exceptional digital customer experience.Call us today (0)20 3668 0444 or email info@4sightcomms.com.

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Mitel MiContact Center Business Release 9.0

MiContact Center Business for MiVoice Business

We are pleased to announce the forthcoming MiContact Center Business release 9.0. MiContact Center Business is a multichannel and cloud-ready solution ideal to power organisations with up to 1,200 agents.

Designed for the MiVoice Business platform only, the 9.0 release will be available from February 5th, 2018 and will include the following strategic features and capabilities:

Omnichannel

Release 9.0 will provide MiContact Center Business users with a holistic view of their customer experience with new omnichannel capabilities including case management, unified cross-channel customer history, and interaction pivot features, all delivered out of the Web Ignite interface.

High Availability

Competitive, yet cost effective High Availability (HA) solution that delivers 99.999% uptime for voice and 99.99% uptime for the MiContact Center Business software application in conjunction with Mitel partner, Neverfail.

REST API Toolkit

Extends the interoperability potential for MiContact Center Business, driving more personalised and differentiated customer experiences.

Open Media Routing and Reporting

Provides differentiated customer experiences leveraging third-party, non-traditional contact centre media like WebRTC video, native mobile messaging, and IoT device integrations.

Web Ignite Enhancements

Release 9.0 includes feature parity between the legacy desktop Ignite and the next-generation Web Ignite interfaces such that all future enhancements will be delivered in Web Ignite.

How we can help?

If you’re interested in a MiContact Centre Business upgrade or are looking for a call centre solution contact us on (0)20 3668 0444 or email info@4sightcomms.com.

To find out more about Mitel Call Centre Solutions click here

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