We don’t have to convince the dedicated operators of the contact center. They know they’ve spent hours, maybe days agonizing at their desks pulling together data from customer interactions, extracting it into Excel, merging, “vlookup”ing, pivoting to get business insights, and pulling it all together into a presentable format to give to leadership. The native reports and dashboards can’t get you what you need.
Whether you are a Mitel MiVoice Connect Contact Center (MCCC, previously ShoreTel ECC) customer looking at the migration path to MiContact Center, or you have been a longtime MiContact Center customer…we’ve got fantastic news for all of you!
All of our worlds have been turned upside-down recently due to the novel Coronavirus pandemic. Like most businesses, you likely had to put a quick, emergency plan in place to get your contact center agents the technology and resources they needed to be able to successfully work from home. While you may have encountered some […]
A few weeks ago, our partners at Mitel kicked off their 2020 with a major focus on enabling their team and valued channel partners to take on the opportunities and challenges for the new year. The Mitel team serves one of the most extensive combined UC and Contact Center installation bases in the world! […]
There has to be a better way to build trust through transparency with your customers, right? If you’re waiting over 90 days to evaluate your team’s performance to Service Level Agreements (SLAs) in your Quarterly Business Reviews, then you’re right. There is a better way. A few decades ago (I’ll look forward to the age […]
Are you offering a simple point of contact for your organization, or are you crafting a complete experience? Is the team that answers the phone, emails, and chats from your customers an inevitable necessity and cost center? Or do you see these moments of interaction as opportunities to strengthen the customer journey and build an […]
We have to admit, we feel a bit shocked when people tell us they are accessing all the insights they need from their phone system or contact center software’s native reporting tool. Why do we feel so strongly about this? Well, here are just a few examples where native reports fall short: The single-point-in-time snapshots […]
As we break out to usher in the next decade (hello the 2020s!), we’re going to take a minute to reflect on our year. You might have missed some of these announcements, but this was a big year for Brightmetrics™! We were busy extending our services to new platforms, releasing significant enhancements, and adding talented […]
The Genesys Cloud (formerly PureCloud) scene is growing like crazy! They’ve continued to earn their place as a leader in the Contact Center as a Service (CCaaS) landscape and regularly appear in Gartner’s CCaaS Magic Quadrant. However, among the superlative reviews, there is one consistent theme: can Genesy Cloud reporting be customized? With the Genesys […]
We didn’t upgrade our user interface for us, we did it for you, the customer. And we want to make sure you’re getting the full experience of Radiance and all it has to offer. Yes, it’s sleeker, more modern, and generally more appealing to the eye, but this update comes with more than just an […]