Posted on: October 10, 2019 By: Carolyn Kuczynski
Emails pile into your inbox by the dozens—or hundreds. Notifications pop up on your desktop computer and phone. So do text messages. And both your desk and mobile devices constantly ring.
Sound familiar? If it does, you’re not alone.
Sometimes we feel like we work for our communications devices, not the other way around. They pull us in all directions when we just want to get some work done. In today’s work environment, we’re challenged to be productive and effective, sometimes in spite of the technology we use.
But it doesn’t have to be like this. Unified communications (UC) combined with smart, intuitive collaboration tools (UC&C) makes work easier, connecting us more efficiently with colleagues, customers and partners, all from one platform that can be accessed from any device.
Improving The Customer Experience
With UC&C, employees can connect with customers through any channel, no matter where they’re located. Envision this scenario: A customer’s flight is delayed two hours, so she misses her connection. After speaking with the gate agent, she resignedly wanders off to get a bite to eat, five gates away. Why shouldn’t she? She knows it will be a while before she’s rebooked.
In the meantime, the gate agent finds an alternative flight. He brings up the customer’s information from her reservation, finds her mobile number and, with a click, the system dials her smartphone. She answers, thrilled when the agent shares details about her new flight. After agreeing to the rebooking, she sets off to the new gate.
Improving Team Productivity
Your creative team is hard at work developing a new client’s marketing campaign. But before they can proceed, you discover they need a critical piece of information from an internal subject matter expert. Despite leaving a voicemail and sending an email, you’ve received no response. Wouldn’t it be nice to know if your colleague is even on this continent, let alone available to conference with the team?
Presence technology lets you see if the SME is available and by which means: voice, text, video or not at all. The system automatically routes calls from one number to another. On top of that, your colleague can see all communications with UC&C’s unified messaging. Whether he’s in his office, in the car or working remotely, by signing on via a shared cloud platform he sees all messages, including texts, voicemails and emails. If he’s not available, the team sees this immediately and reaches out to another colleague for the information it needs.
Improving Community Communications
It’s not only businesses that benefit from UC&C. Staff and teachers in the Lovejoy Independent School District needed a way to communicate both internally and with parents. After UC&C was implemented, they gained a phone and voice mailbox in each classroom with conferencing capabilities. One feature, the Time of Day Call Restriction, allows teachers to put the classroom phone into “meeting mode” at scheduled intervals. That way, they’re not interrupted by calls during class time.
When class is out of session, teachers easily make calls from any device, either with a single click from their contact list or by entering a name. They can also easily join conference calls. That’s particularly handy when someone can’t make a parent-teacher conference in person.
Improving Partner Collaboration
In product development today, speed to market is essential. To achieve it, employees must work efficiently with partners, involving them as early as a product’s design phase.
Imagine you’re an engineer developing a new battery for a prototype automobile. You need to collaborate with the vendors supplying the necessary parts. UC&C provides tools that not only let you manage the project – setting tasks, scheduling meetings, sharing documents and virtual whiteboards – but enable you to invite external parties to participate via a secure, web-accessible interface.
It doesn’t matter which communications tool the vendor uses. UC&C can send messages across multiple providers. It even allows you to build a digital twin online so you can conduct a deep dive into the product’s requirements, working side-by-side.
UC&C Drives Results No Matter Where You Are
UC&C is bringing organizational communications into a new era. Now, colleagues, customers and communities can easily communicate across devices, geographies and across applications.
Posted on: September 25, 2019 By: Carolyn Kuczynski
Technology moves fast, and as an IT professional you’re expected to navigate new technology and drive your company’s digital transformation. Your dear co-workers might ask questions like: “Why aren’t we using this app that came out four days ago? How quickly could we move all our data and applications to the cloud?” Working in IT means the expectations of your customers and co-workers are constantly rising. More so than ever, IT teams are under pressure to respond quickly to new technology and capabilities.
In addition to being the Magellan of technology at your company, you’re expected to manage inventory, implement cybersecurity, oversee data storage, build rocket ships, and so much more. Managing all these moving parts is daunting. Luckily, many of the challenges you and other departments in your company might face, can be simplified or automated with a CPaaS solution.
CPaaS allows you to customize your internal and external communications by integrating with your current business systems seamlessly. Easily deploy automation across your entire enterprise that improves communication and productivity for multiple departments.
Music to your ears, right? Here are a few ways that CPaaS can help you work more but do less:
Easily Deploy and Integrate
There’s no need to undo any work you’ve already done. Instead of overhauling all of your company’s communications processes you can leverage and enhance your existing systems, such as CRM, contact center, support ticket management systems, email platforms, and more. Your leadership team will appreciate that you can utilize existing investments, your co-workers will be amped that they don’t have to learn a new software, your customers will be delighted with your enhanced communications, and you will be able to take a deep breath with all the time you’ve saved. Maybe grab a coffee? An afternoon snack, perhaps? Up to you. We support it.
CPaaS is flexible, scalable, and you can use what you need when you need it. Use CPaaS for on-the-fly solutions like adding additional network capacity or as a back-up option if your contact center goes down.
Send Internal Alerts
You want to make sure your customers and coworkers are always in the know. Whether you’re setting up new employees with new equipment, managing customer service responses, or responding to external issues, CPaaS has your six. Save time and instantly notify your team of what’s new. From maintenance notifications, outages, password change reminders – you name it, CPaaS allows you to quickly send messages through voice, SMS, or other channels.
Streamline Trouble Tickets
Sometimes your help desk could use some help. Between computers crashing, software not working, someone not realizing their computer is unplugged, and a million other things out of your control, people are always submitting trouble tickets. You need an easy way to interact with your team members to let them know that their request is received as well as its status as it moves through the resolution process. CPaaS applications can automate many of these responses, allowing you to focus on solving the issue rather than communicating the troubleshooting process. Integrate with your favorite trouble ticket management system to make your help desk run a little smoother with automated status updates.
Proactively Monitor and Measure
While most CPaaS platforms do not offer analytics, IntelePeer is different. Not to toot our own horn…but…*toot toot*. Gain real-time and historical visibility across your network to pinpoint issues and make better decisions. View call volume and usage to better manage resources. Not only will our analytics help you react to changes and new trends, it will allow you to humble-brag the improvements you’ve made to your everyday business processes.
If you’ve made it this far, it means you’re probably picking up what we’re putting down. Learn more about how Atmosphere® CPaaS was built with IT teams in mind here. We’re constantly making improvements to our products based on the feedback of our customers so be sure to visit our blog and check in!
Posted on: September 25, 2018 By: Carolyn Kuczynski
Whether you’re simply looking into creating your own Mailchimp account, or you have already sent out your first Mailchimp email and are stuck trying to analyze the performance data – this quick guide is for you.
For those of you who may not know, MailChimp is the world’s largest marketing automation platform. It’s like a second brain that helps millions of customers—from small businesses, to big online retailers—find their audience, engage their customers, and build their brand. Whether you need to sell your products, share some big news, or tell a story, Mailchimp’s campaign builder makes it easy to create an email marketing campaign that best suits your message.
If you’re looking for assistance on setting up your account or any other Mailchimp features, watch our CNSG Partner MailChimp 101 Training to get started. If you want to browse the awesome features of Mailchimp, review their Email Marketing Field Guide.
The Quick Guide to Mailchimp Analytics
Number of subscribers the campaign was sent to.
Date and time the campaign completed sending from MailChimp servers.
Percentage of successfully delivered campaigns that registered as an open. Open Rate = Opened Emails/Emails Delivered. Wondering how your stats compare to others in the same industry? Check out this Average Email Campaign Stats of MailChimp Customers by Industry.
Percentage of successfully delivered campaigns that registered at least one click. Click Rate = Link Clicks/Emails Delivered.
List average for opens and clicks
Average percentage of opens or clicks on previous campaigns sent to this list.
Industry average for opens and clicks
Average percentage of opens or clicks for campaigns in the selected industry set for your account.
Number of recipients that opened this campaign any number of times.
Number of recipients that clicked any tracked link any number of times in this campaign.
Number of recipients that registered as a hard or soft bounce. Soft bounces are recognized by the email server, but are returned to the sender because the mailbox is either full or temporarily unavailable. Learn more about Bounces here.
Number of subscribers that opted out of your list using the unsubscribe link in this campaign.
Total number of times the campaign was opened by recipients. This count includes multiple opens from individual recipients.
The number of recipients that didn’t hard or soft bounce on this campaign.
Clicks per unique opens
Percentage of recipients that registered as an open who also clicked a link in your campaign.
Unique Clicks are the number of times that a link in your email was clicked by individual Subscribers. The repeated clicks on links (when a user clicks on a link several times) are not considered.
Total number of times tracked links were clicked by recipients. This count includes multiple clicks from individual recipients.
Number of times the campaign was forwarded using the Forward to a Friend form. This stat considers forwards only through the Forward to a Friend form and is not able to detect when a subscriber uses the forwarding function in their email program.
Number of times the campaign was opened by someone who was forwarded the campaign using a Forward to a Friend form.
Number of recipients that reported your email as spam. Subscribers that report a campaign as spam are automatically unsubscribed from your list.
The most recent instance of a recipient opening the campaign.
The most recent instance of a recipient clicking a tracked link in the campaign.
A graph detailing subscriber activity (opens and clicks) for the first 24 hours after the campaign was sent.
Top Links Clicked
The URLs that were clicked the most in the campaign.
Subscribers with most opens
Subscribers that opened the campaign the most times.
Provides a bird’s eye view of how well your campaign is doing across different social media outlets. When your campaign generates Facebook or campaign URL activity, we’ll link to the stats on the report Overview. Click the links to view more detailed information about the social activity for your campaign.
Displays where in the world your subscribers are opening your campaigns. We use geolocation tracking to collect your subscribers’ location information and the name of the country subscribers are from.
We hope you are able to bookmark this page, and reference it when necessary! Be sure to reach out to the CNSG Marketing Team for marketing assistance!