Tony Dolan

Recent Posts

The 5 Biggest Unified Communications Trends of 2019 So Far

Posted by Tony Dolan on 26-Sep-2019 12:30:56


Business communications technology moves surprisingly quickly. Yes, the driving purpose of solutions such as Unified Communications (UC) essentially stays the same but the underlying technology, feature set, and business benefits are constantly improving.

In 2019 it is proving no different with a range of technology advances that deliver big benefits for businesses. We think the following five Unified Communications industry trends will deliver efficiencies, improve customer and employee experience and boost collaboration.

Read More

Topics: Unified Communications

5 Customer Experience Metrics You Need to Track

Posted by Tony Dolan on 18-Sep-2019 10:00:00


Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider CX to be the main driver of competitive advantage, according to Gartner.

However, CX is a moving target and monitoring customer satisfaction is less straight forward than, say, excess inventory or sales growth. CX is multi-faceted so it’s logical that a comprehensive CX picture means customer experience benchmarking from several angles.

But which metrics are worth measuring, and what set of metrics will build a sufficiently comprehensive picture of how customers feel about your brand? We think each of the following five metrics provide key CX insights, and a rounded picture when evaluated together.

Read More

Topics: Customer Experience, Contact Centre

3 Ways Amazon Connect Enables a More Personalised Customer Experience

Posted by Tony Dolan on 10-Sep-2019 14:43:35


Customers no longer accept impersonal, monotonous customer interactions. Instead, in an increasingly connected age, customers demand a customer experience that reflects a deep understanding of the customer’s needs and wants as well as their history with your company.

The Contact Centre remains a core customer touchpoint and here too customers expect high levels of personalisation. Amazon Connect promises to deliver a highly personal customer experience, but how does Amazon’s Contact Centre solution deliver on that promise?

Read More

Topics: Customer Experience, Cloud

5 Reasons to Introduce Unified Communications in Your Business Today

Posted by Tony Dolan on 28-Aug-2019 09:24:44


It's fair to say communication tools underpin day-to-day business processes and must be stable and dependable. It’s why company decision-makers are sometimes hesitant to transform their communication solutions. If it’s not broke, why fix it?

On the face of it, it’s a fair question: why change a communication solution that is already delivering and doing so at a reasonable price? In reality, the need may be far more urgent than it appears.

Read More

Topics: Unified Communications

How to Create a Customer Experience Strategy That Actually Delivers

Posted by Tony Dolan on 20-Aug-2019 11:14:00


Read More

Topics: Customer Experience, Contact Centre

How Connect Helped New Water Company Wave Introduce an Omnichannel Contact Centre Solution

Posted by Tony Dolan on 14-Aug-2019 10:02:00


For new water company, Wave, managing spikes in demand and delivering a strong customer experience is crucial. Here’s how we helped the business to achieve this.

Read More

Topics: Customer Experience, Contact Centre, Cloud

How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Posted by Tony Dolan on 07-Aug-2019 10:48:06


When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge.

Read More

Topics: Customer Experience, Contact Centre, Cloud

How to Improve Customer Experience Using Cloud Contact Centre Technology

Posted by Tony Dolan on 30-Jul-2019 09:12:49

Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help.


Download our guide to find out '3 Ways Amazon Connect Will Transform Your  Customer Service Capabilities' .

Read More

Topics: Customer Experience, Contact Centre, Cloud

How Connect Helped a Large UK Bank Division Move from Traditional Telephony to the Cloud

Posted by Tony Dolan on 22-Jul-2019 14:25:46


Connect helped part of a large UK bank to implement a fully managed Cloud service while educating and empowering its team to ensure smooth adoption. Here’s how.

With the help of Connect, an Internet-branded bank successfully moved from a traditional telephony solution (Avaya on-premise kit) to the Cloud (Amazon Connect) for the first time in its history.

As with many large global organisations, its Contact Centre environment was complex, requiring a partner capable of not only introducing the technology but ensuring buy-in from internal stakeholders by educating and empowering the team.

Here’s how Connect rose to the challenge.


Read More

Topics: Customer Experience, Contact Centre, Cloud

4 Metrics to Consider When Building a Business Case for Unified Communications Transformation

Posted by Tony Dolan on 15-Jul-2019 14:39:31


There is no doubt that Unified Communications (UC) make a workplace more convenient for its employees. UC platforms such as Microsoft Teams and Cisco Webex Teams make remote collaborative working much easier and faster.

But, as with most important decisions in business, whether or not to implement UC transformation often comes down to the return on investment (ROI).

Read More

Topics: Unified Communications, Digital Transformation