The CIO of Today Is in Charge of Transformation

CIOIt is the job of most CIOs today to make improvements toward virtualizing their data centers. The majority of CIOs are looking closer at deploying more cloud-based solutions, including those that will help protect their data, keeping it safe from cyberattacks.

IT Infrastructure
Of the many tasks at hand that are intended to help make an organization competitive and profitable, making sure your network is able to protect IT infrastructure is key. It is also critical to increase the ability of your infrastructure to function on a mobile level as the Internet of Things (IoT) becomes an increasingly all-encompassing movement.

Automation
In many cases, the way networks are being examined in the corporate environment is evolving from being manual and labor intensive to functioning with more automation and consideration of the future needs of the organization. The network has to be able to keep up with the speed at which the IoT runs. An intent-based system with automation is the direction CIOs are progressively moving towards.

The problem that the average CIO has is that most networks are only made to automate what is known rather than adapt to all the unknowns that can occur on an average day (large companies will average 300-plus cybersecurity issues per week). The goal of software-defined networking (SDN) is to solve this issue, yet according to an analyst at TechTarget, less than 10 percent of enterprises have deployed such solutions.

The Future of SDN
Part of the initial problem with SDN for some CIOs involved the stumbles in the very beginning of its deployment, which led to skepticism among leaders. However, with its growing pains behind it, the benefits and value provided by implementing SDN will be a key factor for many companies in the years to come. Most networks moving forward will have the benefit of deploying security processes through a commodity processor or x86 server instead of acquiring, deploying, and managing numerous physical appliances.

At Focal Solutions, we make telecom easy with a team that is committed to the success of our clients. From cloud-based solutions to hybrid solutions and data recovery processes, we’ve got you covered. Give us a call today to talk more about your data center needs.

 

Improve Customer Service and Retention with VoIP Call Centers

shutterstock_340318367smWhen choosing a service or product, savvy customers are now beginning to rank customer service considerations higher than price. Since call centers figure largely in the customer relationship equation, making the change to Voice over Internet Protocol (VoIP) is a cost-effective method for increasing customer relationship management (CRM) performance metrics.

VoIP offers business benefits that meet the needs of today’s consumers. And although call center technology has never been a piece of cake, the enhanced features and heightened security of this telephone service make it an investment that will deliver efficient results.

Call Distribution Agility

With VoIP, call center routing is improved. A variety of options allow businesses to build customized, flexible solutions for incoming calls. Providers are able to offer call center management that allows for specific procedures. For example, businesses may choose to direct calls through regular, weighted, or other distribution methods, enabling them to make decisions concerning the best form of service to provide for their customers.

Improved Operator Provisions

Many organizations face seasonally high-volume calls, predictable times when regular call center capacity is inadequate to meet the amplified need. For situations such as this, as well as during marketing campaigns and in the event of severe weather, VoIP-enabled contact centers allow organizations to increase operators and scale phone lines so that customer wait times aren’t also increased with the surge in calls.

Enhanced Infrastructure and Automation

VoIP offers businesses cost-effective strategies for managing and orchestrating remote workers through an infrastructure that facilitates simplified internal call transfers. With an agile infrastructure, companies can reduce operating costs by increasing their remote workforce.

VoIP call center systems also improve automation, establishing faster routing to the right person or department by employing interactive voice recognition (IVR). Instead of having to listen to lengthy menus, customers are able to simply speak their requests, which is a time-saving benefit that limits frustration and confusion.

Sense of Urgency

The advantages provided by this type of call center combine to create an impression of urgency that is key for retaining current buyers and attracting new ones. Customers feel that their call is a priority when it is routed to the correct person quickly. Establishing this aspect of customer service is essential for competing in today’s global marketplace.

With the benefits VoIP offers, such as crystal clear communications, improved routing, voice recognition, and enhanced flexibility, businesses can enrich their call center experience and provide customers with the ability to speak with a human much faster, thus improving overall customer satisfaction.