by Craig Sims | Oct 18, 2021 | Media Release
RingCentral has recognised CCNA as the Premium Partner of the Year 2021. CCNA was chosen out of more than 200 partners across Australia. Last year’s events pushed more Australian companies to cloud-based communications than ever before. CCNA and RingCentral have been...
by Craig Sims | Apr 16, 2021 | Unified Communications
Imagine a workforce, distributed or not, that communicates and collaborates seamlessly. Unified Communications as a Service (UCaaS) is a single solution that brings together fragmented communication methods such as telephony, video conferencing and file sharing. This...
by Craig Sims | Mar 26, 2021 | Network Architecture
Your network needs to be available, secure and protected, round the clock. Protecting valuable and sensitive business information and data is increasingly complex as users are no longer on just one corporate network: your people are accessing their information from...
by Craig Sims | Feb 8, 2021 | Contact Centres
Customer contact centres have been around for several decades helping customers solve basic concerns like password resets and login issues. They are responsible not only for helping customers solve problems but also acting as a customer service arm for businesses...
by Craig Sims | Jan 19, 2021 | Contact Centres
Call centres no longer handle only phone calls. Today’s contact centres have to manage emails, phone calls, and chat requests in the course of their day-to-day job. These functions depend on AI to make sense of inflowing, unstructured data points at a speed and...
by Craig Sims | Dec 10, 2020 | Contact Centres
The purpose of contact centre analytics is to enable companies to make better decisions. Some everyday use cases for contact centre analytics include: Gauging customer satisfaction levels Improving conversation quality Understanding customer expectations...
by Craig Sims | Nov 17, 2020 | Contact Centres
Productivity is one of the most significant challenges that a contact centre faces. Taking on the challenge of enhancing contact centre productivity enables the organisation to plausibly increase revenue, improve service levels and deliver higher customer satisfaction...
by Craig Sims | Oct 28, 2020 | Contact Centres
Driving revenue through inside sales has never been more important. Face to face interactions have reduced around the world, possibly never to return to pre-COVID levels. The value of a well-tuned phone sales engine for the modern enterprise is immense. A...
by Craig Sims | Oct 21, 2020 | Contact Centres
When we think ‘effortless’, the likes of gymnasts, dancers, and figure skaters come to mind: a complex routine, performed without errors. The perfect performance looks easier than it is – simple, clean. The same can be said for good customer experience. We know how...
by Craig Sims | Sep 23, 2020 | Contact Centres
In 2019, the majority of contact centre customers leveraged three to five channels to contact customer service. For some, voice remains the preferred brand communication touchpoint, but others prefer email, chat, self-service and social media. Consider millennials,...
