Unified Communications Posts

Do you sometimes wonder why some organizations are better are handling phone calls over the others? photo credit: markhillary

I have experienced calling to certain companies and was greeted immediately via my first name while some calls to other companies were passed on and on till the line got disconnected.

Some pleasant and frustrating experience I would say!

A bad experience with the customer call center usually indicates that the organization is not customer friendly, inefficient and unreliable.

All customer call centers should be treated as mission critical since it provides the organization an initial opportunity to provide an existing customer or potential customer with a lasting good impression.

One unpleasant treatment when a customer calls in, and we can wave good bye to the him / her.

The functions of a call center have never been easy. This is why organizations deploy advanced call center solutions to help call center agents handle calls more efficiently and effectively.

With a call center solution, the support team get the following benefits:

• Track call durations, etc.
• Recognize a caller prior to picking up the call.
• Callers can select their intended call purposes, for e.g. phone banking or general queries

The call center solution basically provides additional insights not just for calls but other forms of communications as well such as faxes, emails, sms, web form, etc.

If your organization has the need for a solution to help manage and automate business process when it comes to contact center or enterprise customer support, then this advanced open source call center solution called StarPound may just be the right solution for you. Continue Reading »
Starpound – an advanced open source call center solution

About a month back I requested from the Google Wave team an invitation to try out Google Wave. Yesterday I was happy to see an email regarding my invitation to preview Google Wave. Image by Lovati’s Photos.

To accept the invitation, I just had to click on a link in the email which brings me to wave.google.com. After that I proceeded to sign in excitedly using my gmail account.

After logging in, I saw an interface very similar to our standard email application.

Initially I was quite lost as to what I could do with Google Wave. Then I decided to read up a little more on how to use Google Wave via this article Google Wave 101, developed by the Lifehacker folks. I also checked out the complete guide to Google Wave for even more info. Continue Reading »
My Google Wave Experience, anyone want invites?

How many of you still use email to communicate on a daily basis? Hands up!

I’m sure we can see many hands!

Did you know that email sent in the early 1970s looked very similar to one sent on the Internet today? (Source: Wikipedia)

Wow, if we are all still using 40 years old technology then it must be really efficient and works well. Image by H.M. Guerrero.

I myself have used email for more than 10 years now for the following purposes:

• Keeping in touch with friends and family
• Receiving news alerts
• Collaborating on projects

Whenever my team and I are working on new projects, we would try to set up a sharepoint site to put in all documents and information with regards to the project. However, we almost always fall back to using emails to send working documents for review and discussion purposes. In summary, email communications is still a vital tool for us when collaborating on projects or a specific activity. Continue Reading »
Shareflow – a solution to simplify email communications

Is your organization currently using Microsoft Exchange Server for unified communications purposes?

If yes, do you have trouble managing the various types of emails which are being sent out to the public?

Most organizations have email usage policies in place to warn and educate email users on what they should or should not do with their corporate email address. Image by FunnyBiz.

However, it can still be a challenge for server administrators to manage users who are using company emails to:

• Spam others
• Leak out confidential information
• Transmit viruses or malwares
• Send out hate mails
• etc…

As an organization, don’t allow your business be held responsible for inappropriate employee email usage. Continue Reading »
Automatically add signature or disclaimer within Exchange