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Blog Archives

Skype for Business

skypeforbusiness-200x200Over the last 10 years Microsoft Lync has been well-known in the realm  of online communications, making it easier for businesses to connect to discuss, collaborate and share.  Last week, Microsoft announced that it’s Lync unified platform is being rebranded….queue Skype for Business in 2015.

Gurdeep Pall, Skype’s Corporate Vice President said that Skype for Business “will bring together with familiar experience of Skype with the security, compliance, and control that you’ve come to expect from Lync.”

Skype for Business will essentially be Skype with Lync’s enterprise security. compliance, and control features.

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Revisiting Cisco Gateway Recording

Cisco logoIn Verba 8, we are also advancing our Cisco gateway recording support. Since it was introduced in Verba 7.0. a high level of performance and stability improvements have followed; above all, we have gained live operational experience in the last 18 months. A quick overview is due.

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2014 Cisco Americas Customer Collaboration Sales Summit

Team at Cisco CThis year’s Cisco Americas Customer Collaboration Sales Summit brought together more than 600 attendees from key technology partners, channel and delivery partners, and Cisco at the Sheraton Dallas Hotel, Texas.  Verba were sponsors at the ‘contact center event of the year.’ The Sales Summit consisted of Enterprise Track Sessions, which covered a variety of topical subjects: Connected Analytics for Contact Center, Discovering Sales Opportunities with Cisco MediaSense and SolutionsPlus Partners and Competitive Selling for Cisco Unified Contact Center Express.

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Being Seen and Heard

MP910216359Do you ever get the feeling that you’re being watched? Well, Britain is the most ‘watched’ country on the continent. Everyone lives in a ‘surveillance society’ where our movements are monitored by a mass of Close Circuit Television (CCTV) cameras: there are up to 4.2m CCTV cameras in Britain, about one for every 14 people, to be precise! These cameras monitor our every move whilst we are out and about leading our daily lives 24/7. Is there really a need to be monitored to such a degree?

On one hand, it could be argued that CCTV cameras serve as a potential deterrent to those within society who prove to be disruptive and troublesome – any incidents that occur can be recorded and used as potential evidence against those individual/s involved in any incidents or displaying any anti-social behaviour – CCTV can be an effective method of capturing criminals etc.  On the other hand, the majority of European countries do not monitor their residents to such an intense level. It begs the question, is such an intense level of scrutiny necessary?

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‘Can you hold please?’

Upset on the phoneHave you ever heard of the saying, ‘All good things come to those who wait’?  Well in certain instances, this may well be the case, but in other instances this certainly isn’t!  Imagine you’re waiting in a queue for half an hour and it’s your turn to talk to the advisor at the end of the phone, only to hear the words, ‘Can you hold please?’  Infuriating isn’t it?  At one time or another, many of us have experienced or will experience this common frustration…being kept waiting at the end of the phone.

Good customer service is crucial to maintain customer satisfaction, confidence and loyalty.  Sometimes the processes in place do not work and can unfortunately result in a poor customer experience.

The consumer champion ‘New Which’ conducted an investigation into sixteen energy companies and the durations they were placed on hold.  They contacted the companies at different times of the day and found that the durations varied widely-between twenty one seconds to twenty-nine minutes!

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The Verba Vision

VisionEvery company has a vision – without one there is no common aim or plan that a team can work towards. The official definition is ‘an image of the future we seek to create’. Vision statements therefore contain details of the company’s future – its vision and the future plans with aims and objectives. At Verba ‘We strive to be the best at call recording. This is our focus. This is what we do.’ This is a very clear focus, but it doesn’t just stop there.   Within that vision there are other components that encompass ‘The Verba Vision’.  Gergely Kovats, Director of Development explains what the vision for the company is and highlights three areas that outline that vision.

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The Impact of Unified Communications

Impact of Unified CommunicationsIf you look at the definition of Unified Communications on Wikipedia, you find this: “the integration of real-time communication services such as instant messaging (chat), telephony (including IP telephony), video conferencing, data sharing (including web-connected electronic whiteboards), call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax)”. The realm of Unified Communications has evolved from simple phone calls over IP, and are now enabling colleagues, clients and suppliers to work together in real-time, interact efficiently and effectively with each other. The aim is to increase productivity, however, what is the actual impact?

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