Virtual call center headset and cloud illustration

The ROI of a "Call Back" option!

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In his newly released ebook, Fonolo founder, Shai Berger, defines Abandoned Calls Rate as the Number of Abandoned Calls / Total Calls.  Abandoned calls represent not only a lost revenue opportunity, but they cost you hard dollars. Shai does…
Desk telephone handset photograph

The sad sound of a silent voice

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Since late 1998, I have had the pleasure of working with the wonderful folks at OnHoldAdvertising!  The husband and wife team of Brent Brace and Karen Kelly have produced literally millions of voice prompts for thousands of systems throughout…
Customer text messaging across devices

ShoreTel ECC "Sticky Email" ?

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Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
Ingate SIParator configuration video preview

V14 Configuring ShoreTel SIP Trunks P2 -SonicWall or InGate SBC?

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A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel…
Social media acceptable use illustration

Network Security begins with an "Acceptable Use" Policy!

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Most folks seem to understand what a firewall is and why it is so very important. They intuitively understand they need something between the “trusted” internal computer network, and the wild west we call the Internet! The installation of…
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