RJ Gazarek XO Communications Author

June 15, 2016

Talk the Talk: Top 2016 Contact Center Trends

Some tech pundits have argued for the demise of “traditional” customer support — that the shift away from handset phones and email questionnaires to mobile devices and on-demand assistance will inevitability sink this market. By extension, that should mean that the contact center is also under threat: Do companies really need a centralized point of communication for questions and concerns? However, the market is alive and well, and rather than demise, there’s a shift underway impacting customers and businesses; here’s a look at the top contact center trends for 2016.

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May 10, 2016

Migrating Your Call Center to the Cloud

On premises or in the cloud? It’s a question all companies struggle with: Should they invest more into local solutions or move critical infrastructure off-site? Many services, for example data analytics and storage, have quickly gained a cloud following while others — such as payment portals and line-of-business services designed in-house — have been slower to transition.

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April 24, 2016

The Shocking Reason that SIP Goes Bad

Can one tip prevent 90% of SIP implementation problems?

That’s a big boast, but it could be true. So here’s the tip.

The very best way to eliminate your SIP problems is …

(Drum roll please)

… trial before implementation.

I know this might seem like common sense, but apparently it’s not. According to the 2015 SIP Survey, 26% of 407 respondents installed SIP trunks right away without any type of trial.

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March 7, 2016

Don’t Let Your SIP Deployment Block Your Path to Growth

What is the one thing that every business wants to do? Grow! And make money of course.

Unfortunately, you may be blocking your path to growth by choosing an impractical session initiation protocol (SIP) deployment model. Your current SIP setup may be okay for a single location, but you could have a major problem when it comes time to grow your business.

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