Tech Gurus, John Romeo and Jim Bowers, explore how security plays into your customers’ contact center solutions.

Cloud Communications Architect and Tech Guru, John Romeo, shares how outbound dialing can really benefit your customers’ businesses, especially at a time when many organizations are looking to improve efficiency and better manage headcount.

Outbound dialing is more than just the stigma of a robo-call anymore - it can be as adaptive and advance as any inbound IVR treatment but in reverse. The advantage to calling your customer vs. waiting for them to call you is the ability to control the volume and staff appropriately, instead of attempting to guess your busy hour and falling short, creating a poor customer experience. Plus, having multi-skilled agents handling both inbound calls and participating in an outbound campaign maximizes your workforce efficiency.

AI in the collaborative space is not a new concept but its role and demand in the midst of a global pandemic have never been more relevant than today. However, having AI and having a strategy for how to use it and drive value, internally and externally, are two separate things. The term “garbage in garbage out” has never become more of an apt phrase than in relation to what data is driving this automated intelligence. Companies must adapt quickly to change, more so today than ever. Rigorously creating an answer and response database from scratch, or using a knowledge base that is not properly vetted, are what most companies are forced to choose from. The key is to understand that going from little or no automation to a full automation agent-less customer experience overnight is not the answer. Below are examples of core concepts for a successful AI journey.

Business continuity strategy means having a resilient, redundant remote working environment accessible in the cloud that encompasses all necessary business systems. This would include communications like voice and contact center, CRMs, data center infrastructure, backup strategy and disaster recovery.

We are in a new and different world. It happened overnight, and no one could have predicted it.

Just several weeks ago, we had a choice. If we needed essentials, we could immediately walk into a brick and mortar store to get what we wanted, or we could go online to make the same purchase. Today, we suddenly find ourselves in a world that quickly evolved from traditional brick and mortar stores to essentially one of virtual reality. With both major retail chains and local businesses shutting down overnight, we have been forced into a world of uncertainty and have become even more reliant on online retailers to get us the goods and services we need