Blog Archives

The Importance of Asking Questions

Avoid Common Mistakes Before, During and After UC Disaster

By Travis Dillard, Inflow Communications

Last week, we wrote about Heart of Service. It’s a baseline quality that both you and your UC vendor need to have. Besides sharing this with your vendor, it’s just as important to understand your company’s business needs and organization. This involves asking a lot of questions which I’m discussing in my upcoming webinar, The Number One Mistake When Choosing a Unified Communications Solution this November 3rd, 1:30 p.m. PDT.

Helping our clients understand the impact communications has on their company is something we encounter daily. In their recent blog post, ShoreTel outlines common hurdles for business continuity – largely related to misunderstanding company needs and failing to craft a customized plan for your company.… Read the rest

You Got to Have Heart – How to Check Your Potential UC Vendor’s Heart for Service

By Travis Dillard, Inflow Communications

As a baseline, no matter your company’s size, complexity or industry, one thing your vendor must have is a heart for service. Below is a checklist to evaluate a heart for service:

Checklist to evaluate “Heart for Service” of your vendor

✔ Are they passionate about good customer service in their other lines of business?

✔ How long have their customers been with them?

Ask for references that can speak to a time when the vendor fell down and “made it right.”  Don’t always ask for references where everything was bunnies and rainbows!

Do they share their support metrics?  More importantly, do they track this internally? You can’t fix what isn’t measured!  How quickly do they respond and resolve issues? … Read the rest

Unifying with Layers – Disparate On Site VoIP Systems with Cloud Contact Center Overlay

By Travis Dillard, President of Inflow Communications

What happens with companies that have a new acquisition or there’s a lack of standardization in the branch office procurement policies? There’s an easy way to solve this with out ripping and replacing all premise phone systems.

An option we recommend to businesses in this situation integrating the Disparate On Site VoIP Systems with a common Cloud Contact Center Overlay. With this model, you can “layer” a cloud contact center across all sites that delivers inter-branch call routing, presence, and a common set of Unified Communications tools for the agents on their desktops.


What’s great about it is the agents and supervisors get all of the real time and historical reporting commonly required with these types of businesses.… Read the rest

Solving Real World Problems with 3 Point Communication Analysis

By Travis Dillard, President of Inflow Communications

In a world where communication changes rapidly, it’s no surprise when large companies run into issues of communication gaps, burned out IT staff, disparate communication tools making work frustrating for traveling staff, remote offices left on a “communication island” and overall, a loss of holistic, internal business communications.

These are real world problems facing our customers today, and we approach these issues with real solutions by uncovering the biggest pain points and leveraging both On Premise VoIP and Cloud technologies to fit business needs.

Using our 3 Point Communication Analysis with a large mortgage company, we uncovered the business’s needs and issues, like remote offices with no IT staff, adding small retail offices throughout the country, managing multiple cloud providers at remote offices that have limited network and computing resources and more.… Read the rest

Cloud VoIP with Locally Survivable Gateways is Voted Most Popular Hybrid Model

When there are a lot of options, it’s hard to know where to start – especially with something as complex as Hybrid Unified Communications. My clients often like to hear case studies or want to know what model is the most popular among my clients before landing on a successful Hybrid Unified Communications model for their business. Recently one of the most popular models our clients use is Cloud VoIP with Locally Survivable Gateways. 

And the biggest reason why my clients love this Hybrid Unified Communications model is that it adds VoIP gateways to the customer’s local network.  These VoIP gateways connect to local dial tone resources (PRI, analog POTS, or SIP trunks).  So if the connection to the cloud provider becomes unavailable, the IP phones register this with the VoIP gateway and calls are routed out of the local dial tone trunks.… Read the rest

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