Can You See Me Now? Leveraging Video in Your Small Business

Posted by Christy Poturkovic

Jun30

Are you looking for ways to make your remote employees part of the team? Or wonder how you can add a more personal feel to meetings with clients whose office is hundreds of miles away? Are you trying to reduce travel expenses and save time? Try adding video to your next conference call.

With the explosion of IP based video options, it’s easier and more cost effective than ever. You no longer have to have a boardroom with tens of thousands of dollars worth of equipment, but can easily add video telephony or web-based services without a lot of capital investment.

Here are some of the benefits:

1) Video gives your business a more professional image and allows you to meet a higher level of business expectation. Not only does it provide face to face communication, the ability to easily share any type of information results in faster decision making; bringing products or services to market quicker; and enabling you to stay ahead of your competitors.

2) It’s cost-effective and convenient. With sky-rocketing travel costs, video conferencing makes more sense than ever. In addition to saving travel expenses, productivity increases bring about an intangible value.

3) Video conferencing has grown beyond a time and cost savings, it’s become a business opportunity and a strategic advantage. It can be used to easily and conveniently reach a large and geographically diverse audience. Meetings can even be recorded for later playback.

4) It provides a better way to scale resources with limited availability, such as subject matter experts and executives.

The improvements in, and increasing accessibility of, video conferencing technology, in conjunction with an increasingly mobile and geographically dispersed workforce, will cause video conferencing use to continue to grow. The research firm Gartner predicts revenues to grow from $7 million in 2008 to more than $200 million by 2015.

In today’s business climate, the question is no longer if a business can afford video conferencing, but whether they can afford not to use it.

Interaction Process Automation (IPA)

Posted by Chris Dellen

Jun28

One of our long-time partners, Interactive Intelligence (ININ), has added some new, industry changing capabilities to their world-class communication platform. It’s called Interaction Process Automation (IPA). For those of you who aren’t familiar with Interactive Intelligence, they have developed a highly sophisticated communication platform that call centers and enterprises rely on for their complex communication needs. Up to this point, ININ has completely focused on communications (phone, e-mail, sms, web chat, etc…) Now, they have taken it a step further with Interaction Process Automation.

To understand what IPA does, it’s important to grasp what a business process is. Imagine the process of on-boarding a new employee. Once the new hire signs their contract, a series of things need to happen in order for that new employee to start earning his paycheck. The new worker needs to have an office assigned, a computer programmed, a phone set up, an email account created on the domain, company policy explained, a keycard, a benefits package selected and the list goes on and on and on.

What does IPA do? Well, the video below will do a better job explaining it than I could. But, in a nutshell, it routes and automates routine business processes, making them more efficient and actually measurable.

Think of how efficient your own organization is at its core business processes? For many, just getting a computer assigned to a new hire is harder than breaking into Fort Knox. The truth is, there is a world of opportunity at our organization’s fingertips and ININ’s IPA can add a level of accountability and efficiency to our business processes that wasn’t available before.

Here is a video that was produced by Interactive Intelligence that goes into greater detail on the benefits of IPA:

Disruptive Changes that are Happening in the Legal field… Right Now.

Posted by Michelle Heiden

Jun15

A modern-day case study of disruptive change is happening in the legal field and it’s happening right now. And, the rest of the business world should be watching to see how the strong firms survive.

A few major changes have had a major impact on their profitability:

Competition and the Economy: When the economy started slowing and law firm clients began tightening their purse strings, then the laws of supply and demand started kicking in. We haven’t even mentioned the increase in competition. The combination of less clients and more competition has had a dramatic affect on the industry leading to some interesting pricing tactics and a growing importance on efficiency.

The Billable Hour: A quick Google search on the term will bring up phrases such as “Billable Hour Under attack,” “Kill the Billable Hour,” well, you get the idea. The key point is that law firms utilize highly educated resources and used to completely bill them out at an hourly rate. The billable hour type of system didn’t promote collaboration or efficiency because the clients where happy to flip the bill for that inefficiency. Not any more… the world is changing.

My prediction on what is likely to happen is that commodity type legal services that are easy to standardize and turn into repeatable processes are going to become more of, well, a commodity (reminds me of the fate of travel agents). However, firms that offer highly specialized services and are known for their execution of those services will be able to stave off the competitive forces for a while longer (there are still highly profitable, specialized travel agents in business). Going forward, it will be important to understand the financial impact that even a small percentage of flat rate services will have on law firm profitability.

Efficiency: If your firm offers more of the commodity type legal services, applying lean manufacturing principles and utilizing technology to facilitate collaboration and automate processes is a no brainer. But, if you are in a highly specialized field, you may be asking yourself if you need to go down the efficiency road… This is why I believe so. After the commodity type firms figure out how to squeeze their costs out of their legal services, they will be looking for growth opportunities, (which could be in your field) especially if you bill at a high rate.

We are working on some exciting projects with a few firms helping them squeeze more efficiency and insights out of there communications systems. An example of a few of these projects would be automatically logging time spent on customer calls by integrating phone communication information with all of the back office billing, accounting, and CRM systems. Not only does this help keep track of all of the billable hours spent with clients, but it also gives greater insights into the cost behavior of delivering those services. With those insights, it can help firms determine how to start delivering flat rate services… profitably.

Advanced Features of the Interaction Client (part 12)

Posted by Ruth Lochary

Jun11

Get the most out of your Interaction Client with these power user features

Did you know that you have the ability to create rules for your calls just like you can for emails? This video will show you how to do that as well as set up other advanced features. Become a power user today. Download the 12 part Interaction Client Video Series Guide

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Working Remotely with the Interaction Client (part 11)

Posted by Ruth Lochary

Jun11

Get the most out of your Interaction Client with these power user featuresWhere are you working today?

Whether working from a home office or an igloo, you can take the power of your client with you. Learn 4 different methods to receive you communications: by sett your status, logging in to a remote number, logging in to a remote workstation, and by using remote tools such as web/mobile client editions. It’s easier than you think.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Managing Directories in the Interaction Client (part 5)

Posted by Ruth Lochary

Jun11

Get the most out of your Interaction Client with these power user features“Directory Assistance, please?”

How to stop wasting your valuable time looking up phone numbers

Do you have an out-of-date company phone listing tacked on the wall of your cubicle? Did you know, all of that information is available at the click of a button in your Interaction Client? You can even add personal contacts for quicker access. Learn how to find numbers fast.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

How to Customize the Interaction Client to Your Unique Needs – (part 10)

Posted by Ruth Lochary

Jun7

Get the most out of your Interaction Client with these power user featuresTips and Tricks to customizing your client (part 10)

In this video we show you how to customize 4 areas of the client: alerting settings, recording personal prompts, setting general preferences, and enabling the Auto Status Changer. Make it work your way.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Blinking Lights

Posted by Ruth Lochary

Jun4

Admittedly, I get up at a ridiculously early hour of the morning…so early, that it’s always dark when I get up. This morning, as I got out of bed, I noticed blinking lights. It took me a minute, but I realized that my husband’s smartphone had a green light blinking on his nightstand, and mine had a red light blinking on my nightstand. I almost laughed out loud as I looked at the two of us with cell phones next to our bed – blinking – demanding our attention (at 4:30 in the morning!).

Today’s technology is powerful in its ability to help us stay in touch with our colleagues and our customers. I spend my days helping our customers implement this technology to make improvements in their businesses. I love what I do and I love what our technology can do for them.

However, there are times when you need to hit the pause button- for you and your customer’s sake…the blinking light letting you know that there’s another message for you to deal with…the blinking light asking for your attention…the blinking light demanding your response. Where is the escape from the blinking light? I’m not sure I have an answer in this hectic, 24/7 world we live in today. However, at some point today, I’m going to set my status to busy and take a few moments to prepare for the next blinking light.

How about you? Does the blinking light on your cell phone or desk phone drive you? Perhaps, some food for thought….

Creating an IT Vision…

Posted by Chris Dellen

Jun2

Why vision isn’t a four-letter word BUT your most valuable tool for achieving IT success.

I was reading the book The Leadership Challenge by Kouzes & Posner the other evening and happened on a particular chapter that resonated with me, it was on vision. Yes, vision.

It is a word that causes many to quiver. If you don’t believe me, take out a piece of paper and write down what you believe your organization’s vision is in 35 words or less. Then, if you are really brave (or naïve), go ask your manager to do the same and then compare notes. If your manager can articulate a vision (nine times out of ten they won’t – that statistic was determined through the completely unscientific method of asking 20 of my peers if they could articulate a vision for their organization) then I’ll bet my lucky penny that your vision doesn’t match your managers.

Here is the opportunity for IT.

Vision is critically important if you are in IT. Technology is being revolutionized at a logarithmic rate (yes, even marketers like me can get a little geeky)… in fact, it’s evolving at a faster pace then just about everything else (if you exclude legislation). If you don’t have a vision for your IT department, you won’t be able to execute in the long run. And, since technology can be one of the greatest points of differentiation over your competitors, your organization depends on YOU getting it right.

If you are in IT and don’t have a vision for your department, it’s time to get started and set an example for the rest of the organization.

If you don’t know where to begin in creating your IT vision, Kouzes & Posner have a few suggestions and questions that will help you start uncovering it.

Imagine the Possibilities: “The greatest achievement of the human brain is its ability to imagine objects and episodes that do not exist… The human brain is an ‘anticipation machine,’ and ‘making future’ is the most important thing it does. –Daniel Gilbert. Start imagining!

Reflect on the Past: Research reveals that if we look to our past before we look to the future, we will actually be able to visualize farther into the future (the Janus Effect).

Attend to the Present: You have to think strategically first before you think tactically. Outline the over encompassing plan before digging into the details.

Prospect the future: “Leaders need to spend a considerable time reading about, thinking about, and talking about the long term view. Not only for their specific organization, but also for the environment in which they operate.” (Kouzes & Posner)

Feel Your Passion: It ain’t enough to know it, you have got to believe it with every part of your soul…

Find a Common Purpose: It’s not enough for you to believe it with every part of your soul… so does everyone else. If they don’t, it won’t happen, period.

Listen Deeply to Others: One of the most important steps in uncovering what the common purpose really is.

Determine what’s meaningful to Others: Kouzes & Posner mention four things that make employee work meaningful:

1) A chance to be tested, to make it on one’s own

2) A chance to take part in a social experiment

3) A chance to do something good

4) A chance to change the way things are done

Make it a cause for commitment: This pretty much sums it up. “People commit to causes, not to plans” (Kouzes & Posner)

Be forward looking in Times of Rapid Change: IT is changing at an unprecedented pace; don’t forget to look beyond your present situation. That is really the essence of a vision.

If you take the time to develop an IT vision for your organization, then you will set your organization up to go places that it didn’t think was possible.

Recording, Parking, and Camping with the Interaction Client (part 9)

Posted by Ruth Lochary

May25

Get the most out of your Interaction Client with these power user features3 powerful tools that many people don’t even realize are there

I’ll bet you think phone calls are just for talking. Did you know that, using your Interaction Client, your calls can park and you can go camping – without a tent? Watch this video to learn how these tools will make your communications more efficient.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Transferring and Conferencing with the Interaction Client (part 8)

Posted by Ruth Lochary

May19

Get the most out of your Interaction Client with these power user featuresSee how easy it is to transfer calls and create instant conferences with just a click

Did you know that your Interaction Client offers several ways to transfer and conference calls? In this video you will learn how to use blind transfers and consult transfers. In addition, you will learn how to create an instant conference with the click of your mouse. See how easy it really is.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Basic Call Control with the Interaction Client (part 7)

Posted by Ruth Lochary

May17

Get the most out of your Interaction Client with these power user featuresThe Phone’s ringing – now what?

What happens when you receive a call? This edition of our Interaction Client “Did You Know” video series provides practical training on how to use your Interaction Client to answer and manage calls. You will learn how to use the button bar for basic call control and even learn how to pull callers out of voicemail. Learn More.

CPI’s Interaction Client “Did You Know” Video Series:

Interaction Client overview:

Part 1 and 2) Are You Taking Advantage of the Power of the Interaction Client

Part 3) A Tour of the Interaction Client

The Basics:

Part 4) Managing Your Status in the Interaction Client

Part 5) Managing Directories in the Interaction Client

Part 6) 5 Different Ways to Make a Call from Interaction Client

Part 7) Basic Call Control with the Interaction Client

Part 8) Transferring and Conferencing with the Interactive Intelligence Client

For Power Users:

Part 9) Recording, Parking, and Camping with the Interaction Client

Part 10) How to Customize the Interaction Client to Your Unique Needs

Part 11) Working Remotely with the Interaction Client

Part 12) Advanced Features of the Interaction Client

Can You Pass on Avaya’s PASS?

Posted by Keith Doucette

May13

Someone asked me the question “Can I pass on getting a PASS Agreement from Avaya?”

Well, the answer is yes. Avaya is about to announce an alternative to those customers that are not interested in the receiving the benefits of a 1, 2 or 3 year PASS Agreement.

The option that will be available July 1, 2010 for non-PASS customers to receive Avaya OEM emergency technical support is:

Avaya will offer “bridged” support if a customer is in need of emergency support services which requires the customer to pay the following fees:

– Will include a $3,900 upfront fee

– $425 per hour T&M rates for the time Avaya applies to the individual support case

– $10,000 purchase order required (actual will be billed towards the $10,000 customer Purchase Order)

The upfront $3,900 fee may be credited toward the purchase of a new PASS Agreement

– Will back bill the PASS Agreement contract from June 30^, 2010

– The T&M charged against the case is not refundable

– The PO for the maintenance contract must be received within 30 days of initial sales contact

Give us a call to have a discussion about this and other PASS agreement options that may work for your enterprise.

Avaya Partner Assurance Support Services (PASS) goes in effect July 1, 2010

Posted by Keith Doucette

May12

Starting July 1, 2010 Avaya will institute a new services policy which requires all customers to purchase a PASS contract. This contract provides some key elements that ensures that your telephony systems and critical voice applications continue functioning optimally, helping you improve employee productivity and get more from your technology investments.

PASS Summary:

Partner Assurance Support Services for All Nortel Products

•         Avaya Emergency Technical Support (Tier3)
•         Software Upgrades to the newest Software Release
•   Avaya Remote technical assistance and emergency recovery

This important investment will increase the reliability of your organization’s critical voice infrastructure and assure access to important Avaya emergency technical support. In addition, it will keep your telephony systems and applications on the most current software releases.

As more information around this topic is released from Avaya, we will continue to keep you updated.

5 Ways to Place a Call from the Interaction Client (part 6)

Posted by Ruth Lochary

May12

Get the most out of your Interaction Client with these power user featuresThe Enlightened Path to Dialing

Until you actually begin placing calls with the client itself, it’s difficult to understand how much easier it is than actually dialing the number on your phone. In this video you will learn how to place calls using click-to-dial, the drop-down list, call history, text dialing, and the dial pad. Master the art of placing phone calls from the client.