Co-nexus Blog

Over the past five years communication systems have only grown more and more robust. Companies are deploying new technology to ensure their customers receive the best service and their employees can effectively communicate. Co-nexus is a leader in offering customers some of the latest and greatest technology for voice and we wanted to share with you a few trends we are seeing in voice infrastructure for 2018.

Seamlessly move from desk phone call to any device.

Did you know with the push of a button on your Mitel desk phone, you can hand off a live call to your mobile device? Being able to transfer mid conversation gives the ability to continue a conversation if it’s running long and you have to be on your way to an appointment or even leave the office for the day. Being able to transfer the call without the person on the other end noticing gives the appearance you are in the office while you can still maintain productivity.

It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.

Co-nexus is hosting an upcoming webinar on CXM Workforce Management software. Legacy workforce management software has a reputation for being a complex tool with many features, that most contact center managers rarely use.  Attend this webinar to learn five key essentials to having an effective WFM program that will simplify contact center forecasting and scheduling while optimizing your employee resources. 

Co-nexus has partnered with NexVortex to provide SIP trunking revolutionary to the IP world. mSIP offers more visibility than any other SIP offering on the Market. If you are nervous about converting to SIP, you may want to consider reviewing what we have to offer to our clients.

The hospitality is changing rapidly in regards to their guest experience. By utilizing a guest's cell phone you can now check in, use your phone as a room key or map for the hotel and access amenities by pairing your phone. Check out how Mitel has helped over 24 Flag Hotels roll out this feature for their guests.

Voice infrastructure is best left to the experts. More and more companies are downsizing their IT staff and outsourcing voice and infrastructure. When looking for a voice vendor there’s a few things to consider for managed services:

Mitel used their collaboration solution to help secure an event over 1 million people over a single weekend. There was a need for an application utilizing photographs and mobile phones to assist first responders in isolating dangerous individuals or groups throughout the event. The outcome of the application allowed for Harris County to isolate a suspicious individual in record time.

Cloud technology allows organizations to stay up to date with the latest and greatest technology without having to spend capital to invest in equipment. Moving your communications off premise to a hosted environment for a monthly fee instead of purchasing a system gives businesses the opportunity to utilize their money in other areas. Cloud phone systems do not require costly maintenance by delivering voice over the internet. Not all cloud systems are the same. Some run over the public internet while others run over a private connection. You can read more about the differences between public and private in this post.