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Open Letter to CISCO Certification Management!
Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following [...]
CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!
If you have managed a contact center of any size, sooner or later, you will be asked to make a [...]
Compare ShoreTel ECC and CISCO UCCX - Handling Language Options
Anyone who has been deploying telephone systems for any length of time has run into the "language" issue. Though I [...]
Should You Run Your Company from Smartphones?
With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting [...]
UCCX Scripting - "Get Statistics" and manage your call flow dynamically!
Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with [...]
Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!
It is almost expected that a modern call or contact center be able to offer a "call back from Queue" [...]
Compare ShoreTel and CISCO - Extension Mobility Options!
Do you run a business in which the day shift and the night shift share the same telephone instrument? [...]
How to Upgrade your ShoreTel System!
The actual task of upgrading your ShoreTel system from one software version to the other is "brilliantly simple". The process, [...]
Compare ShoreTel ECC and CISCO UCCX Contact Centers!
As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX. The fact of the [...]
New ShoreTel ECC and CISCO UCCX feature - Text Messaging?
We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now [...]
New ECC Feature - Smartphone based "Visual IVR"!
Imagine that you go to a restaurant, ask for the menu and the waiter hands you a phone? You lift [...]
Will Technology Kill the Call Center?
We recently posted a blog on how smart phones could be used to bypass automated attendants and deep dial into [...]