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UC Roundup: Mitel on Shifting to Cloud, Windstream’s New Web Chat

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UC Roundup

… fluidly as context and situations require. Integrations with systems is also another place where cloud communications is growing. In the past, Mitel called it giving machines a voice, leveraging IoT and other technologies as part of a larger communications fabric for an organization. But through APIs and other connectors, cloud communications offer businesses new ways to find efficiencies and advantages. Mitel has also leveraged AI to offer real-time assistance to agents in call centers. These are really exciting times.

CP: How does cybersecurity come into play in terms of shifting to cloud communications?

SP: As more communication resources move to the cloud, security has become a focal point for partners and customers. The flexibility customers enjoy does not come without elements of risk presented by individuals who would seek to take control of an organization’s data or block their ability to make and receive calls. Fortunately, investment in security for cloud communications has grown to meet the challenge. Mitel and other providers are working diligently to harden systems to detect and mitigate threats, provide quick backups and failovers, and to look for smarter ways to encrypt data and prevent loss.

Windstream Enterprise Rolls Out Web-Based Chat

Windstream Enterprise has released a new web-based chat functionality for its OfficeSuite UC Contact Center Services (CCS).

This cloud-based service allows contact centers to handle a higher volume of customer interactions while maintaining management and agent control. And it’s all in a single portal.

Matthew Marion is a senior product manager at Windstream Enterprise. He supports the OfficeSuite UC product suite.

“Web chat for OfficeSuite CCS provides Windstream’s partners yet another multichannel CCaaS solution … ” he said. “This multichannel functionality opens the door for many up-market opportunities that require this functionality, and even additional revenue opportunities with small to medium-size businesses [that] are ready to move beyond voice-only contact centers.”

This new functionality is even more timely with the number of agents working from home, Marion said. It further allows them to operate as efficiently as if they were in the office, he said.

OfficeSuite UC CCS with live chat delivers benefits to both contact center agents and supervisors. Managers can monitor, coach and answer chat messages on behalf of the agent functionality for supervisors. And it allows up to six simultaneous chat sessions per agent, Mario said.

It also offers the ability to handle voice calls and chat sessions at the same time.

“While multichannel contact centers are not new, there are many customers with voice-only contact centers that are forced to find another solution for chat functionality,” Marion said. “This can create a disparate user experience for their agents and ultimately hinders their performance. OfficeSuite CCS now brings that functionality in-house. This proprietary chat solution provides seamless integration with the existing platform.”

Phone.com Unveils Enhanced Video Meetings

Phone.com has introduced its enhanced video meetings service that gives users a collaboration experience from any device.

The service offers video, messaging, screen and file sharing.

Phone.com's Ari Rabban

Phone.com’s Ari Rabban

“For more than 12 years, Phone.com has developed leading-edge, mobile-first communications solutions that help businesses become agile,” said Ari Rabban, Phone.com’s CEO and co-founder. “We’ve assembled resources and features that ensures businesses remain productive and connected, regardless of their location, and our updated video meetings service reflects these objectives.”

With Phone.com HD video conferencing, users can conduct team video meetings and …

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