Latest Contact Center Best Practices

Mar 24

Is Your Contact Center Truly Redundant?

Posted by Guillaume Seynhaeve on Mar 24, 2014 1:30:00 AM

Over the weekend, the weather finally changed, with temperatures in the high 60’s on Saturday.  It’s not something I generally get excited about, but after this year’s brutal winter I took advantage of the break from the cold to go on a long run with friends.  It was on this run that someone asked me, “How is it that my home phone never goes down but that a number for one of Ashburn’s biggest data centers can, and recently did, with only a busy tone for those trying to get through?” 

Knowing what I do for a living, he went on to explain that one of the employees at the data center had been fired and chosen to turn off the switches before walking out, which brought the whole center to a standstill.  In fact, not only was he able to bring down all of the managed hosted services, but the VOIP-based PBX system was also shutoff, which prevented the entire support staff from making or receiving calls.   To make matters worse, every client who tried to call customer support heard nothing but a busy tone.  Doesn’t help when one of those clients is the state government.

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Topics: fully redundant software, contact center software, call center, call center scalability, 360 view, call center software features, call center software, cloud based call center, technical support, cloud customer service, redundant systems, customer support, scalability, fault tolerance, service delivery, IVR technology, VOIP

Dec 18

Bye-Bye Hackers: Protect your cloud contact center against the bad guys.

Posted by Rachel Brink on Dec 18, 2013 11:00:00 AM

With the growing number of machine-to machine devices being used by people as well as an increase in the amount of information being shared through the web and cloud, some have grown concerned about the protection of this information. Everyday there are many people attempting to hack into different systems to access information, so companies need to make sure their bases are covered in order for their customers have faith in them.

The Cloud Security Alliance, also known as CSA, is a nonprofit organization that aims to promote best practices for security assurance within the cloud. They also exist to educate people on the uses of cloud computing. CSA recently announced its newest project, Software Defined Perimeter Initiative (SDP).  SDP will allow for the creation of networks that are extremely resistant to attacks by using end-to-end network IP addresses. According to Saroj Kar from Cloud Times, this is necessary due to the growing number of machine-to-machine devices, which increase risk at these endpoints. Kar explains that the most important way to decrease this risk is to require people to undergo strict authentication procedures before accessing any information through these devices. SDP will ensure that both the providers and the customers are secure against attacks at any point through the system.

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Topics: cloud security, VTAG, cloud based contact center, cloud based, call center, call center software, cloud based call center, redundant systems

Nov 13

Bye-Bye Outages: 3CLogic's V-TAG Technology for your Contact Center.

Posted by Rachel Brink on Nov 13, 2013 11:00:00 AM

We have all experienced outages. They come out of nowhere, and change the entire course of our day. Whether it is your cell phone, internet, electricity, or your call center, it is a royal pain in the neck. While these outages may only last for a short period of time, they can prove to have costly effects on your day or business.

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Topics: VTAG, cloud based contact center, fully redundant software, call center, multichannel contact center, multichannel call center, cloud based call center, redundant systems, no centralized server

Aug 13

Words that the Tech Industry Totally Stole, Part II

Posted by Madeleine Coe on Aug 13, 2013 2:00:00 PM

A while back, I wrote a post about four words that the tech industry totally stole. Now that I think about it, there are tons of words that different industries repurpose as industry jargon.

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Topics: call center software features, call center software, technology, redundant systems, cloud call center, DNC compliance

Jun 13

Why Centralized Servers Don't Make Sense

Posted by Madeleine Coe on Jun 13, 2013 2:00:00 PM

By now, you’ve probably heard all about the benefits of cloud-based, or hosted, contact center solutions over traditional premise-based solutions. They offer lower overhead costs, workplace flexibility, and unlimited scalability for functions and data storage. They can be accessed from anywhere in the world, anytime.

However, technology has progressed to the point where even a cloud-based contact center solution can be seen as traditional. It’s been around long enough (in tech years) that new cloud-based solutions are being developed to solve issues that businesses often face when they invest in a cloud-based solution.

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Topics: cloud based, contact center software, cloud based solution, grid computing, redundant systems, no centralized server