The Cloud Telephony or CTI Podcast

Listen to this podcast if you'd like to know what is involved in maintaining a cloud contact centre, and whether you should do it yourself or ask for help from the vendor

Watch this podcast if you'd like to understand how to handle an internet outage when you are operating a contact centre. Especially relevant if you have staff working from home.

Can you still operate? What are your priorities?

Listen to this podcast episode if you would like to learn about some of the responses to Covid-19 by some great businesses

I'm often asked about call recordings. Is it legal? How do I obtain consent? How long can I retain the recording? Listen to this short podcast to find out.

I am often asked about the type of headset I recommend.

Listen to this short episode to find out.

This short podcast explains the benefits of a customer community when selecting a cloud contact centre vendor

How easy is it to quickly change the announcements in my cloud contact centre?

Listen to this podcast to find out.

There are business models used by some telcos where they will switch call traffic during the day from one carrier to another to save a fraction of a cent or a penny... many will switch traffic many times a day. 

You need to decide whether the apparent low cost of the solution is adequate from a quality perspective.

You run a business. You have a contact centre. You'd like to take credit or debit card payments over the phone.

Listen to this podcast to learn how to do it in compliance with the PCI regulations.

A question I am often asked is, if I migrate my contact centre solution to the cloud, can I keep my existing phone numbers? The ones the public use to call me. Listen in to find out.

Active-Active - why is this important when considering cloud telephony?

Resilience - you don't want to hope for the best if one of your provider's data centres fails

This podcast explains how, if you make the right choice, you should not experience latency on calls where callers are in one continent and agents in another

Listen to this short podcast to learn how the best providers of cloud solutions do not require planned downtime to make upgrades

If you still have an on-premise contact centre, have you replicated all those computers and lines somewhere else? Do you have separate feeds from the electricity grid? Battery backup? Procedures? Do you test this?

Listen to this podcast to learn about all the things you should be thinking about when on-premise.... and the things you don't have to think about if you go with a cloud provider who does all that for you.

If you have a smart contact centre then you won't need a menu.

But for most businesses a menu (or IVR) is needed.

Listen to this podcast to learn best practice

You're looking at a cloud contact centre. You've watched demos, explored features and you are ready to make a shortlist.

But wait!

Have you thought about non-functional requirements? Things like support; a community; resilience; security and many more.

Listen to this podcast for some ideas.

A question often asked when looking at a new cloud contact centre is, can I keep my existing phones

If you are thinking about moving your CTI to the cloud, and if you have to do an RFP, then there are some things you should think about before you make a start on the RFP

There is some confusion over the terms CTI and VoIP. Are they the same? If you want CTI do you have to have VoIP? Listen to this short podcast to find out