Agent Provisioning Comes to SMACS

Posted by Sean McDade on May 28, 2019 11:20:35 AM

On-boarding and provisioning new agents takes too much time. In most call centers, it’s not uncommon for IT to spend 15-20 minutes setting up a new agent’s parameters (ex. IPCC extension, skilling, associating app users, call recording options).

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Topics: Provisioning, SMACS, user provisioning

Cisco Webex Contact Center: Predictive Analytics - Elevate Your Customer Journey

Posted by Michael Werber on May 21, 2019 11:10:18 AM

There’s no one-size fits all approach to serving customers. Some people’s requests are more complex than others, some people are better-informed than others, and some are certainly more patient than others. Speed is of the essence, but it’s equally important to match customers to the best possible agent for their needs.

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Topics: Contact Centers, Customer Journey Platform, CJP, cloudUC, Cisco Webex Contact Center, ccaas

Cisco Cognitive Collaboration – what does it mean for your business?

Posted by Eric Losier on May 16, 2019 9:00:00 AM

Last month, Cisco introduced a range of new artificial intelligence (AI) features for Webex under the banner of Cognitive Collaboration. Together, these promise to elevate smart meetings to a whole new level.

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Topics: Cisco Webex Teams, Cisco Webex Meetings, Cisco Webex, meetings, cognitive collaboration

Stack8 Appoints Jeffrey Liberman as Vice President Sales

Posted by Stack8 Marketing on May 14, 2019 8:00:00 AM

Montreal, CANADA, May 14, 2019 - Stack8, a leading Cisco Unified Communications (UC) and services and solutions provider announced today it had expanded its leadership team with the appointment of Jeffrey Liberman as Vice President Sales. Mr. Liberman will be responsible for the strategic leadership of the sales departments within the business and will contribute to the overall growth strategy; helping the company to achieve further success. 

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Topics: #stack8, Jeffrey Liberman, #sales

Troubleshooting PSTN Behaviour by Comparing Call Recordings and Packet Captures

Posted by John Marrett on Apr 11, 2019 11:30:52 AM

Your companies telecommunications are only as good as your voice quality. Without good voice quality... well there's always email.

Sometimes after you've corrected QoS misconfigurations, validated WAN and LAN behavior and validated your fixes you still have user complaints. In this blog post, we dive deep into techniques that allow you to analyze and measure the behavior of the PSTN, beyond your SIP termination points and into the public phone networks. In this specific example even call recordings showed good voice quality. However, we established that the issues were related to call latency. Normally there is no way to measure latency without the use of specialized tooling, but we developed the following technique.

There are a number of factors that contribute to poor voice quality. In this article, we discuss methods to troubleshoot and isolate voice quality issues outside of the network and on the PSTN using packet captures and call recordings. Packet captures are one of the most powerful troubleshooting tools we have.

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Topics: CUCM, Cisco CUCM, packet captures, Voice quality, PSTN

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