Understand unified communications

Once, unified communications reminded me of a wet bar of soap: Just when you think that you’ve got a good grasp of it, it slips out of your grip … Every time I thought that I’d fully understood the concept of unified communications, a new aspect of it seemed to appear. That’s flexibility for you.…

User networking group day in the sun

In late August, the Zylinc user networking group met for a beautiful, warm, and sunny day of knowledge sharing and inspiration at Hotel Frederiksminde in the eastern part of Denmark. The many attendees from 15 different organizations, including banks, local government authorities, trade unions, and manufacturing companies, discussed numerous aspects of the main topic of…

Use your Busylight to show your agent status

Several Zylinc clients (Zylinc Attendant Console, Contact Center, and Service Center) work with the popular Busylight UC Alpha and UC Omega from Kuando. Do you work as a customer service center agent, and do you have a Busylight? In that case, you can have your Busylight automatically reflect your agent status: Green: Idle (that is…

Statistics – Do you trust your averages?

When you work with customer service center statistics, have you ever thought about how much you trust the average numbers? For example, the average answer times for a queue? Averages, you see, are not always very representative of what goes on in your actual interactions with the customers. That’s why, when you view an average…

KPIs – Don’t forget the pig and the rats …

Does the pig get fatter because you weigh it? Will rats go away because you count their tails? Always ask yourself those questions when you deal with KPIs in customer service centers. When I was a child, I often spent summers at my grandparents’. They were country people; they lived in a thatched farmhouse, they…

Integrations – there’s a flexibility catch

When you want to integrate your contact center solution with a CRM system, a helpdesk ticket system, your organization’s proprietary systems, etc., you need a contact center solution that really can integrate. Integration between the various systems in a contact center means much more efficient customer service, when agents are able to do everything related…

Can simple rule-based chatbots provide good customer service?

Chatbot … or chat bottleneck?

Rule-based chatbots have their limitations, but you can overcome them. My insurance company has always been truly excellent whenever I’ve called them. Extremely helpful customer service agents, regardless whether you called them to file a claim or ask about a bill. Yesterday, the insurance company sent me an e-mail. They wrote that they’d updated some…

Zylinc uses Docker container technology for easy deployment

Docker – what it is, and why you want it

Have you heard of Docker? Do you know what it is? Do you know if it’s something that you should take an interest in, if your organization uses large IT systems? Find out here … Picture a busy port in the 1950s: A steam-powered cargo freighter has just arrived with tons of cotton from India.…

The Yorkshire Dales and a Zylinc solution. What else do you need?

The value of an accent

Do accents play a role in call centers? Let me tell you an anecdote: I’m a Dane, but I got my university degree abroad. In Leeds, in Yorkshire, in the north of England. I graduated in the last millennium. That’s so long ago that the mobile phone I had back then was the size of…

Monitor operational status of Zylinc multi-channel contact center solution

Monitor SQL Server availability

Monitor the operational status of a Zylinc solution, part 6 In this post (the last in the series), we look at how to monitor the SQL Server that runs the Zylinc solution’s databases. Background: Many organizations want to be able to monitor how their critical IT and communications solutions perform, so that they can quickly…