Resource Center: White Papers

16 Mistakes to Avoid When Buying a Phone System

Published January 18, 2017
Purchasing a phone system for your business is a major investment. With the average business changing phone systems only once every seven years, it’s important to make the right decision.

2017 Video Conferencing Trends

Published January 17, 2017
New advancements are also making video more beneficial to a greater range of business areas including marketing, HR, and internal operations. Many solutions are economical, easy to use, and very effective at making communication more personal.

[Infographic] Top 11 VoIP Vendors

Published January 17, 2017
A good VoIP provider will offer additional benefits as well, but many first-time buyers find assessing each option to be difficult. Nevertheless, this is an important step in the buying process because a substandard provider can easily waste both your time and money.

Work Smarter Not Harder with Business Intelligence

Published January 16, 2017
While this may have been true at one time, the days of BI requiring a dedicated team of experts to implement are over. Self-service solutions are making it possible for everyone, including small, local businesses, to easily implement BI in their decision making process.

Best Practices for Contact Center Quality Assurance

Published January 10, 2017
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts.

How to Make Your Contact Center More Efficient

Published January 09, 2017
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results.

8 Common Pain Points UC Eliminates

Published January 06, 2017
Many businesses rely on a collection of communication tools that they adopt to address specific needs as they arise. This strategy may seem to work in the beginning, but eventually will lead to a system that is cumbersome to use, difficult to explain to new hires, expensive, and effective in some areas, but full of gaps.

Your Guide to Social Customer Service

Published January 05, 2017
Did you know that 67% of online consumers have used social media for customer service purposes?Unfortunately, many businesses ignore social mentions because they don’t know how to handle them appropriately. This is a problem because managing and responding to these mentions can make or break your brand.

Top 11 VoIP Vendors

Published December 29, 2016
Signing up with a VoIP provider is a major business decision that will affect your internal communications, customer service, and communications with business partners. The decision can be a difficult one; choosing the wrong VoIP provider can cost a business hundreds of thousands of dollars.

How Analytics Can Improve Your Call Center

Published December 28, 2016
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level.

A Guide to Selecting a Customer Portal for your CRM

Published December 28, 2016
This whitepaper provides a guideline for selecting the right customer portal solution for your CRM by following a three-stage process. By comparing in-house and third party SaaS products, we examine present business and technical portal requirements, which are then mapped against the upfront and hidden costs for development and future scalability needs.

Top Intelligent Tools That Every Sales Rep Should Have in 2017

Published December 22, 2016
Explore how Artificial Intelligence (AI) makes it possible for salespeople to leverage the structured data in their day-to-day activities and enhance the communication with customers and prospects.

SaaS ERP 101

Published December 22, 2016
Although the SaaS model is becoming increasingly prevalent for all types of business software, many organizations have been reluctant to switch to SaaS for ERP (Enterprise Resource Planning) application modules. The thinking goes that ERP functions are too important to be left to the cloud.

How UC Can Improve Employee Productivity

Published December 21, 2016
Unified Communications (UC) is a new concept that is revolutionizing business communications. Every year, more and more companies are ditching their traditional PBX systems for a UC solution. But before you make the move, it’s critical to understand how UC will affect your workplace and employees.

8 Signs It's Time to Update Your Call Center Software

Published December 20, 2016
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals.

Best Mobile VoIP Apps for Business

Published December 15, 2016
VoIP phone systems and mobile apps are becoming very popular for business use and are helping companies streamline their business communications on the go, while reducing costs. In fact, according to a study by Infonetics Research, VoIP subscribership has been growing at a rate of approximately 14%, year over year, each year since 2009.

How Contact Center Software Increases Customer Loyalty

Published December 14, 2016
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience.

[Infographic] 2017 Business VoIP Trends

Published December 14, 2016
VoIP and UC (Unified Communications) technology is advancing all of the time. In order to reap the many business benefits of VoIP, you need to learn about industry trends, including text messaging, WebRTC, Unified Communications as a Service, and more.

How BI Can Give Businesses a Competitive Edge

Published December 12, 2016
Your business is collecting massive amounts of data every time a customer makes a purchase or an employee performs a task. Business partners you work with (including Google and Facebook) are also collecting data all of the time. By 2020, 1.7 megabytes of new data will be created every second for every human being on the planet. With BI (Business Intelligence) tools, you can convert data into actionable insights for your business.

15 Tools for Managing Remote Call Center Agents

Published December 07, 2016
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.”

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Featured Research
  • 16 Mistakes to Avoid When Buying a Phone System

    Purchasing a phone system for your business is a major investment. With the average business changing phone systems only once every seven years, it’s important to make the right decision. more

  • 2017 Video Conferencing Trends

    New advancements are also making video more beneficial to a greater range of business areas including marketing, HR, and internal operations. Many solutions are economical, easy to use, and very effective at making communication more personal. more

  • [Infographic] Top 11 VoIP Vendors

    A good VoIP provider will offer additional benefits as well, but many first-time buyers find assessing each option to be difficult. Nevertheless, this is an important step in the buying process because a substandard provider can easily waste both your time and money. more

  • Work Smarter Not Harder with Business Intelligence

    While this may have been true at one time, the days of BI requiring a dedicated team of experts to implement are over. Self-service solutions are making it possible for everyone, including small, local businesses, to easily implement BI in their decision making process. more

  • Best Practices for Contact Center Quality Assurance

    A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more