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Managed Voice Services

What does a call center agent do?

What Does a Contact Center Agent Do?

Kevin McMahon
Mon Jul 17, 2017
Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. The nature of the calls and... more
Contact Center Call Backs

5 Reasons You Should be Using Call-Backs in the Contact Center

Kevin McMahon
Mon Jul 10, 2017
Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service. Call-backs can lead to lower... more
Migrate Contact Centre to Cloud

3 Tips for Cloud Migration to Deliver a Better Customer Experience

Sandie Simms
Fri Jun 23, 2017
The author of this post is located in the UK.
Legacy contact centre system limitations can be a big roadblock when it comes to designing and delivering positive customer experiences across digital... more
CCW West Research

West to Highlight Customer Experience Research at Call Center Week in Vegas

Monica Ellis
Fri Jun 23, 2017
Call Center Weekly 2017 is happening this week at The Mirage in Las Vegas. The annual meetup, organized by IQPC, is part conference / part expo, bringing together the customer care community for a... more
Multichannel Contact Center Management Tips

5 Tips for Overcoming Multichannel Contact Center Challenges

Kevin McMahon
Thu Jun 8, 2017
Managing the customer experience across multiple channels is a key challenge for contact center managers. In fact, our recent research revealed just how important it is to consider the multichannel... more
Contact Centre Digital Interaction

Contact Centre Digital Interaction: Preparing for the Future

Sandie Simms
Fri Jun 2, 2017
The author of this post is located in the UK.
The demise of the traditional call centre has been predicted for a while now. Is it ever really likely to happen?  Well, there is definitely no doubt... more
Best Customer Service Channels

The Best Channels for Customer Service Within the Contact Center

Kevin McMahon
Mon May 22, 2017
Customer service channel options have increased significantly over the last few years, but choosing the best fit for your business can be difficult. The decision should be balanced between the cost... more
ICMI Contact Center Expo 2017

See You at ICMI Contact Center Expo & Conference 2017

Monica Ellis
Thu May 18, 2017

Orlando, FL | May 22 - 25Walt Disney World Resort

Next week the West team will be joining contact center industry professionals and experts at The International Customer Management Institute (... more
Call Center Volume Management

Managing the Ups and Downs of Contact Center Call Volume

Kevin McMahon
Mon May 15, 2017
Every contact center goes through peaks and troughs in call volume, whether planned, seasonal or unexpected. A natural disaster can lead to a rise in insurance claims, just as the New Year can result... more
VoIP Business Phone History

The History of VoIP and Business Phone Systems

Melissa Coen
Tue May 9, 2017
What is VoIP?
Voice over Internet Protocol (VoIP) can be defined as “a technology or set of standards for the delivery of telephone calls and other voice communications over the Internet.” (Webopedia... more
Call Center Complaints

Using Technology to Eliminate Common Call Center Complaints

Kevin McMahon
Tue May 9, 2017
All businesses, to varying degrees, must handle customer complaints. Improving customer service can often be a challenge. Of course, it makes sense to avoid complaints, minimize mistakes and reduce... more
Call blending best practices

Call Blending Best Practices

Sandie Simms
Fri May 5, 2017
Call blending allows the same agents to handle both inbound and outbound calls, depending on call volumes at any given moment. If you have software that can do it well, and agents that are suitably... more
Contact Center Repeat Business

Simple Contact Center Tips for Encouraging Repeat Business

Kevin McMahon
Mon May 1, 2017
If a customer has selected you from among the many competitive products and services available to them, then congratulations are in order. But your work isn’t over yet.
Customers today are more... more
VoIP Bandwidth

VoIP Bandwidth 101

Melissa Coen
Tue Apr 25, 2017
A typical question arises when seeking to implement a Voice-over-IP (VoIP) phone system across an enterprise: "How much bandwidth does VoIP use?" The question is naturally translated to "how much... more
Contact Center Quality Scoring

10 Tips to Improve Contact Center Quality Scores & Customer Service

Kevin McMahon
Mon Apr 24, 2017
Quality score is an important metric that helps to improve customer service, encourages staff motivation, and identifies training and development opportunities. Call centers are increasingly... more
Web Chat Customer Service

3 Reasons to Use Web Chat as a Customer Service Channel

Kevin McMahon
Mon Apr 17, 2017
Web chat use within the contact center has seen a rise in popularity when it comes to resolving issues or finding quick answers. Customers appreciate the speed and ease of use that it offers in... more
Contact Centre Questions to Ask

12 Questions to Ask When Choosing Contact Centre Software

Sandie Simms
Fri Apr 14, 2017
The author of this post is located in the UK.
When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions,... more
Customer Journey Mapping

Better Customer Journey Mapping In The Cloud

Kevin McMahon
Mon Apr 10, 2017
It is no secret that positive customer experiences convert into sales. On the flip side, a poor customer experience can lead to less sales potential and even churn. According to research commissioned... more
Cloud Content Center Vendors

Cloud Contact Center Debate - The Pros and Cons of Using a Vendor

Melissa Coen
Tue Apr 4, 2017
Chances are, whatever business you’re in, your company requires at least some contact center functionality.  Even if your business is something other than actually running call centers, most larger... more
Cisco Spark Board

Cisco Spark Boards a Big Winner at Enterprise Connect 2017

Monica Ellis
Fri Mar 31, 2017
Enterprise Connect 2017 just wrapped up and the West UC team had glowing remarks for this year's event. Attendance was high and sessions were both timely and informative. Back at the West booth,... more
Enterprise VoIP Trends

5 Must Watch Trends for Enterprise VoIP in 2017

Melissa Coen
Mon Mar 27, 2017
The adoption of Voice-over-IP (VoIP) services has grown by leaps and bounds in the business arena in recent years, due in part to all the ways that VoIP can offer added value to organizations. VoIP... more
Blended Dialing

Blended Dialing for More Contact Center Success

Kevin McMahon
Tue Mar 21, 2017
Call blending allows contact center agents to handle both incoming and outgoing calls so agents remain productive when inbound call volume is low. Some businesses have concerns that blended dialing... more
Customer Service Builds Loyal Customers

6 Ways to Build a Loyal Following with Great Customer Service

Kevin McMahon
Mon Mar 13, 2017
Consumers today are savvier than ever and extremely experienced at shopping around to get a bargain. But that's not to say that customer loyalty is a thing of the past. If customers truly see value... more
Data Led Contact Center

How To Run a Data Led Contact Center (And Why)

Kevin McMahon
Mon Mar 6, 2017
Our Marketing Led Contact Center Manifesto looks at the essential rules for merging marketing and the contact center in a customer-centric organization. One of the key areas it highlights is data. ... more
Call Recording Quality and Training

The Importance of Call Recording for Quality and Training

Kevin McMahon
Mon Feb 20, 2017
Whenever you call your bank, mobile phone company or utilities provider, just to name a few, you’re often met with a recorded message saying the call will be monitored or recorded for quality and... more
IVR Design

How to Design a Successful IVR System (and Stop Annoying Customers)

Kevin McMahon
Mon Feb 13, 2017
If you’ve ever called a contact center, chances are you’ve experienced an Integrated Voice Response (IVR) system, which is an automated telephony system that gathers your details and lets you choose... more
Contact Center Marketing Strategies

3 Key Marketing Strategies for Your Contact Center

Kevin McMahon
Tue Jan 31, 2017
While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look at... more
Show Call Center Workers Appreciation

5 Ways to Show Your Call Center Agents Appreciation

Kevin McMahon
Wed Jan 25, 2017
Making employees feel valued should be an ongoing priority for any organization. But for contact center/call center agents, who are typically at the frontline in dealing with dissatisfied customers... more
Contact Center A/B Testing

How To Use A/B Testing In Your Contact Center

Kevin McMahon
Tue Jan 17, 2017
While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged. Sometimes referred to as split testing or... more
Marketing Merging with Contact Center

Marketing is Moving in on the Contact Center

Kevin McMahon
Wed Jan 11, 2017
A trend is emerging at West with more and more marketers getting in touch to talk about our cloud contact center technology. And they’re asking some very interesting questions. The conversations with... more
Contact Center Connection Rates

4 Ways to Increase Outbound Contact Center Connection Rates

Kevin McMahon
Mon Dec 12, 2016
While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the... more
Gartner CCaaS Magic Quadrant

West Named Niche Player in Gartner CCaaS Magic Quadrant

Kevin McMahon
Tue Dec 6, 2016
Gartner Inc., the world’s leading information technology research and advisory firm, has just published its 2016 Magic Quadrant for Contact Center as a Service, North America. We are pleased to share... more
Multichannel Contact Center Self Service

The Impact of Self-Service on Multichannel Contact Centers

Kevin McMahon
Tue Nov 29, 2016
The increasing customer-led shift toward self-service in digital channels has had a big impact on the multichannel contact center. Social customer service has changed the way we communicate and... more
SIP Trunking vs PRI

SIP Trunking vs PRI - Connecting Businesses to Customers

Melissa Coen
Tue Nov 22, 2016
Enterprises often wonder what type of connectivity would work best for their telecommunications needs, promoting high levels of customer service and agent productivity. Terms like Session Initiation... more
Time spent on hold

Research Reveals How Much Time We Spend on Hold

Kevin McMahon
Thu Nov 17, 2016
Research has shown that the average consumer can expect to spend around 43 days of their life waiting on hold. That’s not only bad news for consumers (we have better things to do!), it’s bad for... more
Cloud Contact Center Agent

How the Cloud Increases Contact Center Agent Productivity

Melissa Coen
Wed Nov 16, 2016
A recent study carried out by Forrester Research revealed that one of the biggest problems companies have with their contact centers is that “agents must use multiple applications to find the... more
Improve customer service

Improve Customer Service Experiences with a Channel of Choice Strategy

Kevin McMahon
Thu Nov 10, 2016
A true “channel of choice”' experience allows customers to swap between communication modes based on needs and preferences. A customer may begin by reaching out via social media, which leads to a... more
Hosted Call Center Solutions Metrics Checklist

Benchmarking Hosted Call Center Solutions - The Metrics Checklist

Melissa Coen
Tue Nov 8, 2016
Call centers come in many shapes and styles. Classic centers bring to mind rows of cubes, phones and people, but the current trend is toward cloud-based call center solutions. There are many reasons... more
Call Center Independent Customers

5 Contact Center Tips to Keep Independent Customers Satisfied

Kevin McMahon
Thu Nov 3, 2016
The modern customer is used to getting what they want, when they want it. With the entire internet in their pocket or purse, they can usually find the information they need in seconds. And if not,... more
Hosted Contact Center Customer Service

Hosted Contact Centers Provide Superior Customer Service

Melissa Coen
Thu Oct 27, 2016

“85 percent of responding organizations view customer experience…as a competitive differentiator.”

In the past, the expectations involved with a call to customer support included sitting on hold... more
Call Scripting Mistakes

10 Call Scripting Mistakes to Avoid in Contact Centers

Kevin McMahon
Wed Oct 26, 2016
Call center scripts often have a bad reputation. It’s easy to see why when we encounter overwhelmingly negative and unnecessarily frustrating experiences. We’ve all had them! 
However, call scripting... more
VoiceMaxx CE Features

VoiceMaxx CE Features Boost Enterprise VoIP PBX Services

Monica Ellis
Tue Oct 25, 2016
VoiceMaxx CE, West's enterprise hosted voice platform that includes Cisco HCS, is a comprehensive business communications service that has helped West earn a top spot in Gartner’s Magic Quadrant for... more
Enterprise Cloud Contact Center

7 Reasons Enterprises Move to Cloud Contact Centers

Melissa Coen
Mon Oct 24, 2016
As consumer expectations have changed concerning enterprise VoIP Contact Center interactions over the last several years, the industry has made modifications to its offerings and various... more
Contact Center Outbound Rep

7 Classic Outbound Dialing Mistakes to Avoid

Kevin McMahon
Thu Oct 20, 2016
Outbound dialing technology can have a enormous impact on campaign results. But there's more to a good strategy than just technology. We've outlined some pointers below to help you make the most out... more
PCI Call Recording Compliance

Easy and Affordable PCI Call Recording Compliance

Kevin McMahon
Thu Oct 13, 2016
The Payment Card Industry Data Security Standard (PCI DSS) is a proprietary information security standard (known as PCI Call Recording Compliance) for companies handling all types of card payments. ... more
Contact Center Culture

5 Ways to Improve Contact Center Culture

Kevin McMahon
Thu Oct 6, 2016
Contact centers have one of the highest staff turnover rates among all industries. Staff can often feel undervalued and lack job satisfaction, largely due to the monotonous nature of some of the... more
Call Routing Strategy

Make Call Routing Work for You and Your Customers

Kevin McMahon
Tue Sep 27, 2016
A good call routing strategy benefits everyone. It increases first contact resolution, helps in delivering great customer service, and improves agent productivity. Call routing is a fundamental... more
Higher Education Contact Center

5 Reasons Higher Learning Institutes Adopt Cloud Contact Center Software

Melissa Coen
Mon Sep 26, 2016
It’s no secret that the Cloud reigns supreme in the contact center arena. In recent years, a vast majority of enterprises have adopted some kind of hybrid or exclusively cloud-based strategy.... more
Contact Center Performance Management

5 Tips to Improve Contact Center Performance Management

Kevin McMahon
Fri Sep 16, 2016
Managing call center performance is not an easy task; however, it plays an essential role in contact center success. Team leaders and managers must build performance management into the company... more
Improve Inbound Call Center Routing

7 Innovative Ways to Improve Inbound Call Routing

Kevin McMahon
Thu Sep 8, 2016
Call routing is a contact center essential. A well designed routing system helps to deliver a superior customer experience and fast resolution to their query; but done poorly, call routing can lead... more
Blended Contact Center Productivity

Improving Agent Productivity with Blended Contact Centers

Kevin McMahon
Mon Aug 29, 2016
Trends in the Contact Center
There's always talk in the industry about the future of contact centers. With the emergence of multichannel or even omni-channel customer care, many call centers have... more
Inbound Contact Center New Rules

The New Rules of the Inbound Contact Center

Kevin McMahon
Thu Aug 25, 2016
It’s time to rip up the old rules of customer service – or risk losing loyal customers.
The old rules of ‘answer it quickly and dispatch it quickly’ no longer cut it. The game has changed and today’s... more
Call Center Metrics Essentials

4 Must Have Call Center Metrics

Kevin McMahon
Wed Aug 17, 2016
In an age where we have access to a plethora of data at the tip of our fingers, it can sometimes be a challenge to get to the call center metrics that actually matter. Call centers and contact... more
Take PBX to Cloud

Is Your Old PBX System Harming Your Business?

Melissa Coen
Mon Aug 15, 2016
While controllers and other budget-conscious managers may be convinced that your company’s older PBX system will continue to stand the test of time, the truth of the matter is it’s a ticking time... more
Call Center PCI Compliance

5 Ways to Achieve Call Center PCI Compliance

Kevin McMahon
Thu Aug 11, 2016
All contact centers taking credit and debit card payments over the phone need to be compliant with PCI DSS (Payment Card Industry Data Security Standard). While the process of becoming compliant (and... more
SIP Trunking Infrastructure

4 Reasons to Invest in SIP Trunking Infrastructure

Melissa Coen
Fri Aug 5, 2016
Once upon a time when phone calls all travelled across the PSTN (Public Switched Telephone Network), companies would buy a dedicated line or bundle of circuits called a trunk from their service... more
Call Back Services

Improve Call Center Service with Call Backs

Kevin McMahon
Wed Aug 3, 2016
Achieving Customer Service Excellence with Queue-Buster Customer Call Back Options
It’s frustrating to be stuck in a call queue or left on hold when you need customer service. It’s even worse when... more
CCW Contact Center Expo 2016

Contact Center Conference & Expo '16 Key Takeaways

Melissa Coen
Fri Jul 29, 2016
CCW Event Recap
The world’s largest Contact Center Conference & Expo took place last month at The Mirage Hotel and Conference Center in Las Vegas, Nevada. Call Center Week (CCW) hosted over 2000... more
Call Center Personalization

8 Ways to Personalize Call Center Customer Service

Kevin McMahon
Wed Jul 27, 2016
Successful personalization and creating a great customer experience in the call center is really all about making each customer feel valued. Of course it’s nice to greet each customer by their name,... more
First Call Resolution Tips

10 First Call Resolution Tips for Call Center Agents

Kevin McMahon
Thu Jul 21, 2016
First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact. It’s a critical key performance indicator (KPI) in measuring both the quality of the customer... more
Contact Center Credit Card Security

Credit Card Payment Security in Contact Centers

Kevin McMahon
Mon Jul 11, 2016
Credit card data theft is big business. No customer likes the thought of card details being stored on a company’s databases due to the risk of potential fraud. Contact centers that take payments over... more
Hosted Voice Benefits

8 Benefits of Deploying Hosted Enterprise Voice

Melissa Coen
Wed Jul 6, 2016
By now, the majority of companies have implemented some kind of hosted service, whether it be cloud storage (saving your data on someone else’s servers), SaaS (Software as a Service) like an Adobe CS... more
Call Center Agent Scripting Tool

The Only Call Center Agent Scripting Tool You Need

Kevin McMahon
Thu Jun 30, 2016
Agent Scripting: Do You Have What it Takes to Get it Right?
Agent scripting within the call center can be a touchy subject. On the one hand, you certainly don't want your agents to sound unnatural or... more
VoIP Deployment Roundtable

Expert Roundtable: Secrets of VoIP Deployment

Kevin McMahon
Tue Jun 28, 2016
VoIP can be one of the most challenging projects for any IT pro, especially if you've never done it before. We created a VoIP deployment checklist for your network to get you started. But, how do you... more
Checking Network for VoIP

Network Checklist for Deploying Enterprise VoIP

Melissa Coen
Fri Jun 24, 2016
Voice over Internet Protocol (VoIP) systems can come in many shapes and sizes, offering a variety of features and capabilities. Your company’s current and future voice needs will help determine which... more
Moving to Cloud Contact Center

10 Reasons to Move to Cloud Contact Centers

Kevin McMahon
Tue Jun 21, 2016
There's been a seismic shift toward cloud solutions over the past decade in companies of all shapes and sizes. It looks like we've now reached something of a tipping point, with many having already... more
Enterprise VoIP no Fad

Enterprise VoIP Makes More Sense Than Ever

Melissa Coen
Wed Jun 15, 2016
Surprisingly, there are still enterprises out there that might think Voice over IP (VoIP) is just a fad. Many organizations feel that a better solution may be right around the corner or that they can... more
Contact Center Wallboards

Contact Center Wallboards: What Info Works Best?

Kevin McMahon
Mon Jun 13, 2016
The Best Information to Display on Your Contact Center Wallboards
Wallboards are a familiar tool used in many contact centers. They’re a visual means to display real-time calling stats, KPI... more
Unified Communications Team Benefits

Build More Collaborative Enterprise Teams with UC

Melissa Coen
Thu Jun 2, 2016
Building More Collaborative Enterprise Teams through Unified Communications
Most people would agree that travel time both to and from meetings is generally a time waster, as is the amount of emails... more
Hosted or Cloud Call Centers

Hosted or Cloud Call Center - Are They Different?

Kevin McMahon
Wed Jun 1, 2016
There is often confusion surrounding the terms "hosted" and "cloud" when it comes to call center and contact center systems. You’ll often see the words used interchangeably without any clear... more

The Multichannel Customer / Call Center Challenge

Kevin McMahon
Tue May 24, 2016
What do you think are the key challenges facing the call center industry?
We commissioned an independent survey of 100 contact center decision-makers to look at key drivers for moving to the cloud.... more
Remote Contact Center Workers

8 Benefits of Remote Contact Center Workers

Kevin McMahon
Tue May 17, 2016
The work-from-home option has been gaining momentum for a number of years now for contact center staff. With the right tools and agents, there's no question that it can yield significant business... more
Call Center Motivation Morale Boost

6 Ways to Motivate Call Center Staff and Boost Morale

Kevin McMahon
Fri May 13, 2016
A happy workforce is a productive workforce. Most people would agree that a miserable salesperson is likely to sell less than a contented one; or that an overly-stressed customer service rep will... more
Hosted VoIP Security

Building Security into Your Hosted VoIP System

Melissa Coen
Tue May 3, 2016
When IT professionals talk security, often initial considerations go towards proper security for the data network. However, of equal importance is the security of the voice or VoIP network.
VoIP... more
Workforce Management Optimization

How Workforce Management Benefits Call Centers

Melissa Coen
Fri Apr 29, 2016
How Workforce Management and Workforce Optimization can Benefit Contact Centers
Today’s call centers can be run from almost anywhere, thanks to advanced communication systems and equipment. Some call... more
Hosted Voice System Checklist

Checklist: Hosted Voice System Essentials

Kevin McMahon
Tue Apr 12, 2016
Advancements in hosted phone systems using Voice over IP (VoIP) have developed quickly in recent years, leaving the possibilities for what you can do with your business phone system almost endless.... more
VoIP Optimization

6 Steps to Fully Optimize Your VoIP Infrastructure

Melissa Coen
Mon Dec 14, 2015
As more businesses than ever are moving away from their traditional PBX and toward comprehensive VoIP solutions, it has become vital for companies to ensure their network infrastructure is brought up... more
PBX vs. Office 365

PBX Systems vs. Office 365

Melissa Coen
Mon Dec 7, 2015
Moving from Old Phone Systems to the Cloud
Evolving from the Bell key telephone system from the 1930s is the modern PBX or VoIP business telephone system of today. Many companies still have an on-... more
Contact Center Success Tips

8 Keys to Contact Center Success in 2016

Kevin McMahon
Mon Nov 30, 2015
With Christmas looming and the end of the year now in sight, let's take a look at some key predictions for the year ahead and review those areas where the really great contact centers are going to... more
Gartner Magic Quadrant Leader Contact Center as a Service

Gartner Names Magnetic North in Magic Quadrant for CCaaS

Kevin McMahon
Mon Nov 9, 2015
Multichannel cloud contact center specialist Magnetic North has been included within Gartner’s first ever Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe. The company was one... more
Hosted VoIP

The Case for Hosted VoIP Over On-site VoIP

Melissa Coen
Fri Oct 16, 2015
If your company still utilizes a traditional onsite PBX telephony setup, you may be wondering how it compares to a hosted VoIP solution.  You may also be pondering the advantages and disadvantages to... more
IP Trunking Your Network

IP Trunking and Your Network

Kevin McMahon
Wed Sep 30, 2015
Now that VoIP solutions have gone mainstream in today’s consumer market, more businesses than ever are pondering the ways in which VoIP can be implemented at their locations, as well as any potential... more
Avoid These Mistakes Implementing Enterprise VoIP

Avoid These Mistakes Implementing Enterprise VoIP

Kevin McMahon
Wed Sep 16, 2015
Proper planning is key to any enterprise VoIP implementation.  It is vital that an in-depth analysis be performed on your current network and modifications made as needed to ensure a smooth VoIP... more
Magnetic North Garter Magic Quadrant

Magnetic North Named in Another Gartner Magic Quadrant

Kevin McMahon
Wed Sep 9, 2015
Magnetic North named in Gartner's Magic Quadrant for ‘Customer Engagement Center Workforce Optimization’
Magnetic North has been included in Gartner’s 'Magic Quadrant for Customer Engagement Center... more
Complete Guide to VoIP

Complete Guide to VoIP

Kevin McMahon
Tue Sep 8, 2015
A common decision facing today’s enterprises is whether or not to implement VoIP services in their organization. Most people today have heard of VoIP – a commonly used term – but to some it may still... more
Enterprise Unified Communications

The Scalability of Hosted VoIP

Kevin McMahon
Wed Jul 22, 2015
When deciding whether to purchase an on-premises or hosted VoIP system for your business, there are many important considerations.  These include options like selecting from various cost models –... more
Hosted PBX Productivity

Hosted PBX Drives Responsiveness & Productivity

Kevin McMahon
Thu Jul 9, 2015
IT and Communications Managers are often tasked with lowering both capital expenses and operational costs.  This is because these departments are often viewed exclusively as cost centers.  However,... more
Challenges of Contact Centers

The Top Challenges Facing Contact Centers

Kevin McMahon
Sat Jun 27, 2015
Scroll to Bottom of this Post to View Full SlideShare
TMCNet once ran an article series about one of our sister companies, West Interactive, where President Skip Hanson discussed the top challenges... more
Considerations Needed for SIP Trunking

Considerations Needed for SIP Trunking

Kevin McMahon
Tue Jun 23, 2015
Enterprises that are ready to upgrade their phone systems have a variety of options and setups from which to choose.  One of the “buzz phrases” you may have heard about is trunking – or more... more
Cisco HCS vs. VoiceMaxx CE

Comparing Cisco HCS with VoiceMaxx CE

Kevin McMahon
Wed Jun 17, 2015
Cisco Hosted Collaboration Solution (HCS) is a group of products that allows Cisco partners to provide Cisco collaboration options to their customers in a subscription or “as a service” offering. The... more
Myths of Enterprise VoIP Migration

The 7 Common Myths of Enterprise VoIP Migration

Kevin McMahon
Thu Jun 11, 2015
Scroll to the bottom of this post to view full SlideShare.
As more and more enterprise-scale companies are discovering, there are many benefits to migrating their existing telephony system to a Voice... more
Future of PBX Systems

Customer Service and the Future of PBX Systems

Kevin McMahon
Wed May 27, 2015
Customers today expect to connect with businesses instantly and in a variety of ways.  They want to ask product questions, follow-up on warranty repairs, or type their comments about your products or... more
UC for Disaster Recovery

How Unified Communications Aids Disaster Recovery

Kevin McMahon
Tue May 26, 2015
So you’re back in the company warehouse, pulling some samples to be shipped, and you suddenly notice water pouring in near the shipping/receiving door due to a burst pipe.  Management offices are on... more
VOIP for Enterprise

Which VoIP Phone System Fits Your Enterprise Best?

Kevin McMahon
Thu May 21, 2015
A Comparison of Hosted and On-Premises VoIP Phone Systems
Selecting a new phone system for your business may seem like an overwhelming task.  However, analyzing several key points of comparison... more
VoIP Phone System

9 Tips for Enterprise VoIP Phone System Rollout

Kevin McMahon
Wed Apr 29, 2015
So it’s time to overhaul the phone system.  Maybe it’s due to an antiquated on-premises solution, too many dropped calls, poor call quality, a lack of features, or any of the other myriad features... more
SIP Trunking Real Time

SIP – Closing the Real-Time Gap

Kevin McMahon
Thu Apr 9, 2015
The Internet as we know it began as ARPANET (a.k.a. the Advanced Research Projects Agency Network) in 1969.  ARPANET started out as a four-node packet switching network through a government-awarded... more
Session Initiation Protocol SIP

Understanding Session Initiation Protocol (SIP)

Kevin McMahon
Mon Apr 6, 2015
As SIP has evolved into a popular protocol for establishing multimedia communications sessions, it is intriguing to look at the history behind the development of SIP.  Following is a journey through... more
SIP-based Architecture

Components of a SIP-based Network Architecture

Kevin McMahon
Thu Apr 2, 2015
WAN technologies have migrated from analog environments to digital environments in the past few decades.  With this transition, the cloud is now positioned to better support SIP-based network... more
Concepts of SIP Trunking

The Concepts of SIP Trunking

Kevin McMahon
Tue Mar 31, 2015
As interest in the Session Initiation Protocol (SIP) has grown, new and innovative applications have been developed. One of these is the SIP trunk, which can be used to connect IP PBX systems with... more
Managing the SIP Network

Managing the SIP Network

Kevin McMahon
Mon Mar 30, 2015
As deployment of Session Initiation Protocol (SIP)-based systems has increased, so has the need to manage these complex systems. As such, we will be reviewing the different facets of network... more
Disaster Recovery

Improve Disaster Recovery with Virtual PBX

Kevin McMahon
Mon Feb 16, 2015
Your business voice system is your primary and first point of contact for most customers, there is really no ideal time for that system to be down. So mitigate the problem with virtual PBX.
Just the... more
VoIP Customer Service Level

How VoIP Enhances Customer Services Level

Kevin McMahon
Tue Feb 10, 2015
Customer service excellence has always been and will always be, one of the most crucial competitive advantages for any business. If we created perfect products and services, customer service wouldn't... more
VoIP Echo

How to Eliminate Echo on a VoIP Phone - SlideShare

Kevin McMahon
Tue Feb 10, 2015
Oh no…no…no, not again…a ’gain…a ‘gain! The dreaded echo while making a call – we’ve all experienced it, but what can you do to fix it?
What are the common causes of a VOIP echo and how do I fix them... more
Cloud PBX

Why Your Next PBX Should be in the Cloud

Melissa Coen
Thu Feb 5, 2015
So, it’s that time again, time to replace your company’s phone system – what are your options? Do you invest in another on-premises PBX (private branch exchange) system that includes all the... more
VoIP Phone System

Lower Total Cost of Ownership of VoIP Phone System

Kevin McMahon
Tue Feb 3, 2015
No matter what kind of business you’re running, a reliable, high quality, and affordable phone system is an essential tool.  And while implementing a business phone system is a necessary expense,... more

Softphones Changing The Way We Communicate

Kevin McMahon
Fri Nov 28, 2014
The Rise of the Softphone
Frost & Sullivan research shows that business-grade softphones, tablets, and UC clients are expected to experience the most significant increase in demand over the next... more
Magnetic North Expert Planet Deal

Magnetic North and Expert Planet Team Up for North American Deal

Kevin McMahon
Mon Nov 24, 2014
Leading US-based direct response teleservices provider Expert Planet has signed a multi-million dollar agreement with UK cloud contact center vendor Magnetic North to roll-out its Maximise cloud... more
Cisco Hosted VoIP

Why Enterprises Should Implement Cisco Hosted VoIP

Melissa Coen
Thu Aug 14, 2014
Adoption rates of corporate hosted VoIP and managed VoIP systems are on the rise, as more enterprises are attempting to reduce the costs and complexities of deploying VoIP for their businesses.  ... more
Communications System Buying Guide for Executives

Communications System Buying Guide for Executives

Kevin McMahon
Tue Jul 29, 2014
At some point along the way, your organization will need to update and possibly replace your telecommunications infrastructure, perhaps moving from a legacy on-premises solution to one based in the... more