Top 10 Telecom Suppliers for 2023
Our team at Macronet Services has a unique perspective on the marketplace for enterprise network service providers. We are constantly working on designing, sourcing, implementing, and governing global network solutions for our clients, which gives us visibility into the products and solutions of telecom suppliers. Further,…
How Contact Center User Interfaces will change in 2023
Contact Center as a Service (CCaaS) is the next-gen environment following a long standing PBX Call Center architecture we came to love. Now, integrating your CRM, Omnichannel, Analytics, Recording and more becomes much easier with everything in the cloud. Which Contact Center Interface is…
Zoom Contact Center Strategies For 2023
What is Zoom Contact Center? With the introduction of Covid lockdowns, almost everyone with school-age kids or a job became familiar with ZOOM Video Communications as a leader in the video conferencing space. The San Jose, CA based company that was founded in 2011 was…
Why You Need an Intelligent Virtual Agent in your Contact Center
Everyone knows the pain. For as long as most can remember, the call center customer experience has been parodied for testing the wit of determined callers by making them navigate cumbersome and confusing IVR (Integrated Virtual Response) mazes. Often the IVR tree will lead you…
Contact Center Consultants in Boston
Over the last ten years, contact center technology has advanced exponentially as legacy systems were replaced with cloud-native contact center as a service (CCaaS) platforms. In parallel to the growth of CCaaS, the popularity of social media exploded and Omni-Channel became a key feature of…
Contact Center Consultants and Artificial Intelligence (AI)
Artificial Intelligence capabilities in the contact center can be truly game changing for the Customer Experience. Many of the leading contact center as a service providers have native AI capabilities or have integrations to best of breed AI software solutions. In general, AI is providing contact center…
Contact Center Consultant and the customer Journey
If your company has just a handful of contact center agents, or has hundreds of agents around the world in a virtual call center, you have probably read articles about the importance of the Customer Experience (aka CX). Even tenured contact center teams can benefit from…
FinOps
Why FinOps Should Expand out of Public Cloud
FinOps goal is not simply lowering cloud cost, the focus is to bring financial accountability to variable cloud spend within an organization. Many companies today realize both in Finance and Dev/IT that cloud can be unpredictable as they scale to support the growth of their…
The Best Inbound Call Center Services for 2022
Inbound Call Centers vs. Outbound Call centers provided clear communication advantages for your customers, however, are they truly enabled to deliver a Customer-Centric organization. Customer Success teams are relying more on Contact Center Agents & Call to help extend their journey mapping. CSRs and Customer…