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Blending your front and back office is critical for customer service success, allowing you to offer the best experience to customers. The front office typically serves as a customer’s main point of contact and features various communication channels, including digital options that many have begun to favor. It has nearly always been viewed as a critical part of the customer’s journey, ensuring they can access...

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Today, customers aren’t just looking for a great product or service. Instead, they want an authentic experience; one that is unique to the company and goes beyond what they may receive from an otherwise faceless, bland chain or monolith in an industry.   This kind of authenticity means injecting what you have to offer with a local flavor or vibe. You need to create a sense of...

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A service-level agreement (SLA) is a critical part of any service-related business contract. They define crucial aspects of the arrangement. In the case of unified communications-as-a-service (UCaaS), an SLA could outline a variety of service conditions, including uptime minimums, time-to-repair standards, and other performance-related guarantees.   Creating a strong UCaaS SLA can be a challenging and daunting task. Many providers offer basic service agreements, covering topics like...

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In today’s competitive business world, embracing emerging technologies can help differentiate your company from the competition. Artificial intelligence (AI) has been making waves for several years, but organizations are just beginning to tap the power of this technology. AI actually has the ability to enhance VoIP for business, creating higher quality experiences for employees and customers alike. If you are wondering how you can utilize...

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Implementing cloud solutions isn't a simple undertaking. Without a solid cloud computing strategy, you may not achieve the results you were hoping for or may later discover that your approach wasn’t overly effective.   Gauging the success of your cloud computing strategy both during the implementation phases and as you integrate the systems into your normal operations is a must. It allows you to confirm whether your...

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