North American manufacturers face many challenges. According to Deloitte, the skills gap resulting from an aging workforce and a shortage of skilled labor may leave an estimated 2.4 million U.S. manufacturing jobs unfilled between 2018 and 2028, with a potential economic impact of $2.5 trillion.
San Diego, 22 April 2019: LANtelligence, Inc., a Unified Communications and Cloud Contact Center Solutions provider, is proud to announce and welcome Jerry McCorkle, a technical support and customer experience professional, as the Technical Assistance Center Manager. McCorkle’s role will include the activities associated with vendor management and LANtelligence’s outstanding Technical Assistance Center with a focus on customer satisfaction. As the new TAC Manager, McCorkle aims to significantly improve customer experience and achieve digital transformation.
The difference between the U.S. and Canadian healthcare systems seldom fails to provoke a lively discussion.
In Canada, federal legislation mandates that every resident is entitled to basic healthcare, and the public sector finances about 91% of hospital expenditures and 99% of total physician services. In contrast, almost 28 million Americans do not have health insurance. And healthcare is more expensive in the U.S. — $11,916 per capita (16.9% of GDP) versus $5,782 in Canada (10.4% of GDP).
RingCentral, Mitel, and 8x8 are all heavyweight providers of UCaaS and contact center solutions. RingCentral made early 2019 headlines with its acquisition of contact center provider Connect First. Mitel is also on a roll, recently announcing 23% year-over-year growth in recurring clouds seats. And 8x8 just received the coveted TechTarget award for Cloud Communications solutions. But can these three technology leaders meet the many business challenges facing companies in the Financial Services industry?
RingCentral and 8X8 are both designated as ‘Leaders’ in the Gartner Group’s 2018 Magic Quadrant for Unified Communications as a Service (UCaaS), and both offer cost-effective voice solutions and proven collaboration solutions. Their competitor Jive is getting a lot of attention since its acquisition by LogMeIn in 2018. So how to retail organizations juggling cost-containment, building omnichannel capabilities, and transforming the customer experience choose a UCaaS solution?
This blog series has just about run its natural course. I have talked about my experiences and thoughts regarding best practices for the UCaaS or CCaaS Projects that many organizations undertake or are thinking about undertaking in the future as they update their business-critical systems and infrastructure.
Tags: UCaaS, Customer Experience, CCaaS
My blog series has now led us to this point: our project has gone live and is performing as expected. At this point, someone usually raises the question of transitioning the project to support.
Find all 9 steps of UCaaS project HERE
Tags: UCaaS, Customer Experience, CCaaS
In my previous blog posts about UCaaS project topics, we covered all the required steps to plan, provision, deliver, test and train. This installment will cover the all-important go-live step. This is when we prove that all the work has been done correctly as we take the solution live in the production environment. In theory, this should be a routine event with no drama or unexpected outcomes. We say that because of the preparation and testing that gave you the confidence to go-live in the first place.
Find all 9 steps of UCaaS project HERE
Tags: UCaaS, Customer Experience, CCaaS
When Mitel acquired ShoreTel in 2017, they inherited not only a great premise solution but also a market-leading true multi-instance cloud solution. These solutions also shared a software platform, which made them unique in the market as they were the only solutions to allow customers to run a hybrid cloud solution with the same user experience. Additionally, Mitel had to take on board over 35,000 ShoreTel Premise customers and over 600 ShoreTel partners who provide technical support for those customers.
We can probably all look back on a project we were involved in either as a customer or a provider that was well defined, built exactly to the requirements, thoroughly tested, and still had a rocky go-live period. What went wrong? The most likely suspect is a poorly thought out or executed training plan.
Find all 9 steps of UCaaS project HERE
Tags: UCaaS, Customer Experience, CCaaS