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The Value of User Groups

Posted by Tracy Wessel on July 13, 2017

The Value of User Groups


Before the internet became our daily bread and primary source of information, technology user groups held events that brought together solution users for information sharing, training, troubleshooting, and networking. If you were an expert, people came to user groups to hear you speak and ask you questions. If you were new to a technology, you found peers to learn with.

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Shhh...

Posted by Tracy Wessel on August 27, 2015

The Unexpected Benefits of UC

Implementing advanced communications systems into your organization has many sought after features, including IM, presence, and unified messaging — the combined benefits generally equate to greater efficiencies in communications, both internal and external. But Cerium customers have pointed out an unexpected benefit of their new communications solutions, including UC and contact centers: QUIET. The realization that the office environment has become quiet was not a feature sought after, nor discussed in the design process.

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The Big Migration Part II

Posted by Tracy Wessel on August 06, 2015

Click here to read Part I

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The Big Migration — Part I

Posted by Tracy Wessel on July 16, 2015

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Evaluation Tips for Choosing and Implementing Your Next Voice Solution

Like all technology, voice systems have a life cycle which includes a development phase, maturation, and eventually “death.” Facing end-of-sale, end-of-support, an inability to obtain service and parts are all factors which catalyze a need to begin evaluating your next voice solution. In this article, we’ll share evaluation pathways and lessons learned from some of our customers, and offer our own tips for consideration. With changing end user communications models, and the ever growing integration of data and voice networks, the need for changes to infrastructure and solution models is inevitable. This article provides some valuable insight to our readers. In Part 1, we’ll discuss the evaluation process. In Part 2, we’ll discuss implementation models and lessons learned.

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The Security Breach Response Plan

Posted by Tracy Wessel on June 04, 2015

Foundation Steps to Take During and After a Network Security Attack

Historically speaking, network security has gone through a gamut of “best practices” ranging from various forms of prevention to remediative efforts following an attack. In today’s threat landscape, however, there is an understanding that security breaches are inevitable. While this doesn’t preclude the requirement for preventive measures to mitigate risks, it does heighten the need for a defined response plan for the stages of an attack, and the aftermath. In this article, we’ll review some foundational steps to help define the response plan.

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Voicemail in the Contact Center

Posted by Susan Anderson on March 11, 2015

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voicemail

Does allowing a customer to leave a message really enhance the customer service you are providing?

Many of the smaller contact centers we have worked with face the challenge of handling more than just phone calls like larger traditional contact centers. This creates the challenge of having enough individuals to answer the phones when multiple calls arrive at one time. Wouldn’t life be so much easier if calls would all come in a nice orderly fashion and evenly spread out? But since call arrival patterns are not always predictable and having enough bodies to answer the phones is challenging, many organizations have utilized voicemail to allow the caller to feel that they have gotten the opportunity to put in their request.

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The Value of Medal Status Part III of III

Posted on February 19, 2015

Technology Ratings and Certifications

In parts I and II of our look at technology ratings and certifications, we reviewed Cerium’s new Gold Certified partnership with Cisco, and our Platinum Partner status with Avaya. In this final look at our partner status with “The Big 3” in unified communications, we will look at our status with Microsoft.

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Text Enabling Your Contact Center with Webtext

Posted on February 18, 2015

Contact Center Solutions are your roadmap to customer-inspired excellence. Whether your current call center is used for calls, emails, chat, surveys or notifications, today’s contact centers have evolved beyond foundation concept, and have become the hub of an enterprise, multichannel customer experience strategy.

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