Blog

In recent history, the pandemic has been the single most civilisation-shaping event for populations across the globe, and inevitably, it has changed communication forever. UC Today hosted a roundtable where industry experts shared their views on the biggest changes from last year. In addition to remote communication, there was also the need for channel integration, UX transformation, and a surprising resurgence of audio. Check out the insights from Justin Hamilton-Martin, Director, Enreach for Service Providers, UK

There is a tendency to think of UC and UCaaS from an internal perspective: how it enables staff to collaborate and communicate more effectively. However, UC and UCaaS have just as important role to play in external communications, and have the potential to enrich the digital customer experience.

Alongside the market for traditional contact centre solutions, we are seeing the emergence of ‘casual contact centres’. Based on cloud technology, these are being adopted by businesses who require some element of ‘contact’, but are often SMEs who do not have the resources or requirement for larger or dedicated contact centre systems. Casual contact centres also open up the potential for a wider audience of resellers and service providers.

Centile, a leading European provider of mobile-first communication and collaboration solutions, has now been rebranded Enreach, as part of a larger growth strategy within the Enreach group that combines best-of-breed product and services and makes them available at scale. From now on, Centile will use the commercial name Enreach for Service Providers, but most people are likely to just refer to it as Enreach.

According to Collin, the majority of Centile’s SMB customers do not use Salesforce. This prompted Centile to launch the freshest iteration of its ISTRA platform, which comes equipped with the new myIstraCRM integration. Users can run myIstra in a web browser, a convenience that lessens the amount of time it takes to deploy the solution. There is even a softphone version available for myIstra users.

Whether a tech-savvy partner or an end-user business new to the topic, it can be hard to get a clear grasp of exactly what all the FMC options are, and therefore be overwhelmed when making strategic and purchasing decisions.