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Making the switch from on-premise to a cloud-based contact center
The ‘Cloud’ is surely the number one IT buzzword of the past ten years. But of course, the concept is no passing fad. The cloud represents arguably the most fundamental adjustment in IT practices in recent years. But what is it, and what does a cloud-based contact...
Is Buying From Legacy Brands Still the Safest Choice?
Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...
Contact Center Cloud Migration Testing: Everything You Need To Know
Are you moving your contact center platform to the cloud? With over 50% of contact centers taking this step, you’ll be joining a rapidly growing community. If you’re still unsure, here are five clear benefits of cloud-based platforms. They: allow an omnichannel...
5 Contact Centers Trends to focus on in 2021
2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...
Occam Announces Partnership with Five9 to Help Create Better Digital Customer Experiences
Occam Razor is now available on the Five9 CX Marketplace and can be easily integrated with the Five9 Platform August 8, 2022 - Occam Networks announced its partnership with Five9, an industry-leading provider of cloud contact center solutions. Occam's flagship...
What is Jitter? Improving Call Center Quality Within Your Contact Center
Have you ever had too much caffeine and all of a sudden you start feeling jittery or shaky for the next few hours? Imagine that same feeling, but with your VoIP phone call. Without warning, words are jumbled and mixed around. Parts of sentences have completely...
How to Ensure a Smooth Contact Center Cloud Migration
A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...
Cost-Effective Cloud Migration Testing Technology
The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...
How Automated Validation Testing Enhances A Contact Center’s Cloud Migration Process
You've decided to switch your contact center platform to the cloud. Good decision. You can be sure that within a few years, all your competitors will have taken this step, and you’re staying one step ahead of the game. But, how can you guarantee that vital, error-free...
Best Contact Center Cloud Software
Many contact centers are taking the leap from on-premise infrastructure to a cloud-based operations model. Soon, this transition will be less of an option to mull over and more of a ‘must do’ to remain competitive. In this article, we’ll first look at the benefits of...
Contact Centers – On-Premise Vs Cloud: How to Decide What’s Right For You
Yours may be one of an increasing number of contact centers that are facing a key decision – whether to stick with your on-premise solution or switch to a cloud-based platform. With so much, sometimes conflicting, information available online, this is no easy...
How to Monitor Agent Connectivity within Genesys Cloud
As an ever-increasing number of organisations shift to Genesys Cloud and realise all of the benefits a CCaaS platform offers, the move to cloud can create a significant challenge for IT teams that are used to having complete visibility and control of their underlying...
How To Add Value To Your Cloud Migration Services
When helping contact centers migrate to the cloud, optimizing their functionality is an essential part of the process. Demonstrating how you're going to deliver on your promises – now and in the future – is a key part of building an ongoing relationship. You'll be...
4 Tips to a Successful Contact Center Cloud Migration Plan
When proposing a cloud migration project to a contact center, it's important to put their concerns and objectives at the forefront of your planning. Many would argue that digital transformation (DX) is inevitable, and simply start listing the necessary steps and...
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