Increase and Improve Your Customers Interactions with CCaaS

Contact Center technology is NOT just for call centers. It can be designed for small, medium, and large businesses who interact directly with customers, via voice or digital communication. And it's forecasted to grow at 18% over the next several years. There must be something good going on here.

Your customers expect options. They desire the products they want and the flexibility to engage with you in their preferred manner. Moreover, there are now many effective channels for direct or digital communication.

• Talking to an employee: During working hours and requiring a live person to pick up the phone and engage them directly.

• Talking with a voice bot: “always available” and virtually infinite amounts of calls can be handled at the same time. With human-like voice conversations and many selections to help callers get the answers they are looking for without needing to speak with a live person.

• Texting: Being able to send messages to your offices or employees to allow for a text conversation answering most questions. Some platforms can provide suggestive answers for quality control.

• Chatbot: Communicating 24/7/365 with predetermined answers and helping address common questions.

Consider the Abundance of Communication Options

The array of communication channels is vast, and numerous providers offer solutions to meet your needs. Surprisingly, the costs associated with these options can be more budget-friendly than you might imagine.

Unlock Efficiency with a Single License

By leveraging a single license, you can efficiently direct a substantial volume of customer interactions to either live or virtual agents, providing consistent and effective engagements to improve your customer experience. Additionally, you’ll receive robust reports covering metrics like total calls, abandonment rates, service levels, and overall customer satisfaction.

Time for an Upgrade?

Now might be the ideal moment to evaluate your communication platform with customers. Our team can assist you in exploring cost-effective alternatives that offer even more features than your current setup. Reach out to us, and let’s determine if this strategic shift is right for your organization!

Start Your Experimentation with AI Today

In today's rapidly evolving business landscape, adaptation is key to staying ahead. This is why you are reading this, to emphasize the importance of embracing artificial intelligence (AI) for businesses of all sizes. You do not need a detailed plan to get started with AI. What's crucial is recognizing its potential and taking the first step. Here's why:

• Measurable Analytics: AI provides invaluable insights through real-time data analysis, enabling informed decision-making and strategic planning.

• First Contact Resolution: AI-powered chatbots and virtual assistants enable immediate and personalized customer support, enhancing satisfaction and loyalty…And the younger generation prefers this method of communication.

• Cost Reduction: By automating repetitive tasks (think: phone calls and follow-up contacts), AI can significantly reduce operational costs while enhancing efficiency and productivity.

• Employee Efficiency: Empower your team with AI-powered tools to focus on high-value tasks, leading to increased output and improved overall efficiency.

• Faster Employee and Customer Onboarding: Automate training processes and provide personalized learning experiences for new employees, accelerating their integration into your organization.

We understand that implementing AI may seem daunting, but rest assured, you are not alone. We're here to support you every step of the way, from initial exploration to seamless integration. And we have additional engineering resources to leverage when needed.

By embracing AI, you unlock endless possibilities for innovation, growth, and competitiveness. So, let us embark on this journey together and harness the power of AI to propel your business. Please call or email us to start your journey.

Top Technology Topics in 2024

2024 will be another transformative year for new and evolving technologies to help businesses like yours become more efficient, more secure, and reduce costs. Adopting or even experimenting with artificial intelligence can help thousands of small and medium-sized businesses. Many technologies once considered ‘nice to have' have become ‘need to have’, like vulnerability assessments and security awareness training to enhance good cyber hygiene. Some technologies that have been around will find more traction and can reduce your costs, like transitioning emergency POTS lines (local telephone service) to a VoIP or wireless solution. Expect each of these, along with other technologies to evolve through the year, some of them significantly, as more and more uses are understood and customized to a specific use experience.

We are here to learn and understand your wants and needs and then determine the best solution for you. And because you are a current customer, our consultation is free. We have a vast array of communications, security, and overall technologies to help your business potentially reduce costs, be smarter, be faster, and improve your and your customer’s experiences.

This year, we will be following and sharing the industry’s top trends which will most likely be:

• Experimenting and implementing AI in all sizes of business.

• Evolution of cybersecurity, backup management, and business continuity.

• Leveraging 5G, mobile, and satellite services as costs reduce and function improves.

• Workforce management solutions to free up resources for more important activities.

• Many other existing, but still evolving technologies that help you every day.

Let us help navigate you towards implementing your next new technology. Pick up the telephone and call us today!

Happy Holidays!

Warmest wishes from all of us at Caisson Technologies.

Maximizing Your Move to the Cloud

Moving your voice, security, hosting services, storage, and many other services to a cloud based platform provides numerous benefits. A cloud migration can be your key to unlocking unprecedented value and will help optimize multiple areas of your business.

• Cost Efficiency: Eliminate the need for investing in and maintaining physical hardware.

• Security and Compliance: Cloud providers invest heavily in security measures, making it easier for organizations to meet compliance requirements and protect sensitive data.

• Scalability: Ensuring applications can handle increased workloads during peak times without the need for expensive on-premise infrastructure.

• Redundancy and Resiliency: Cloud providers have robust data centers and redundancy built into their infrastructure for maximized uptime.

• Simplified Management: Get time back as cloud services offer management and automation tools to simplify deployment, monitoring, and maintenance of applications.

• Environmental Responsibility: Reduce your carbon footprint. Cloud providers often use energy-efficient data centers and can help organizations achieve sustainability goals.

• Automatic Updates: Cloud providers handle updates and patch management, reducing the burden on IT teams to keep applications and infrastructure up to date.

Is your business ready for a transformation? We are here to help and provide a free consultation with options from a wide array of vendors to ensure you get the best solution for your business. Contact Us Today.

Artificial Intelligence for Every Business

Artificial Intelligence is the predominant buzzword in business today. Everyone has heard of the wonders of AI and how generative AI tools, like Chat GPT, are developing rapidly while also having a major impact on how businesses operate. There are many tools available (including many AI tools that use Chat GPT), and we can help you find the right ones for your business applications.

Areas where AI is rapidly being adopted in business include:

• Customer Experience / Customer Service

• Fraud Management / Cybersecurity

• Security and Monitoring

• Inventory Management

• Supply Chain Operations

• Data Management, Analytics, and Business Intelligence

Common outcomes achieved from using AI:

• Increased operational efficiency and productivity

• Increased CSAT and NPS

• Increased process and personnel effectiveness

• Increased visibility into measurable business outcomes

• Decreased loss prevention due to theft or misplacement

• Plus many more!

If you've heard the terms Business Process Automation, Computer Vision, Machine Learning or Deep Learning, and don't know where to begin, let us help. We can assist you in navigating your AI adoption process to determine the best providers available. We will work with you to make your business AI-powered. Let's get started! Contact us today.

Enhance Your Cyber-Hygiene: The Sequel

Any organization that neglects cybersecurity is taking a considerable risk. A cyberattack can have serious consequences, causing some businesses to shut down completely. These are incredibly high stakes. As mentioned in our previous email, we offer straightforward and affordable methods for protecting your business.

For those of you who missed our last (extremely informative) overview towards great Cyber-Hygiene, here is a recap of those first four recommended solutions:

• Multi-factor Authentication (MFA)

• Endpoint Detection and Response (EDR)

• Secured and Tested Backups

• Privilege Access Management (PAM)

Below are the remaining eight steps to help you sleep better knowing your business is protected:

• Email filtering and web security

• Patch Management & Vulnerability Management

• Cyber incident response planning & testing

• Cybersecurity awareness training and phishing testing

• Hardening techniques, including Remote Desktop Proposals (RDP mitigation)

• Logging and monitoring/network protections

• End-of-Life systems replaced or protected

• Vendor/digital supply chain risk management

There is no one vendor that can do it all. We can help integrate the multiple solutions needed so you don't have to figure out what applications, software or hardware work best together to help protect your business.

Contact Us for a Free Consultation

Enjoy a complimentary consultation on cybersecurity or any of the areas listed below. Simply contact your Account Manager by clicking on the "Request Info" button below.

• Security

• Network

• Expense Management

• Mobility/Wireless

• Cloud

• UCaaS

• CCaaS

• IoT

• Data Storage

Enhance Your Cyber-Hygiene

In our rapidly evolving digital landscape, the presence of cybercrime looms larger than ever. The unsurprising rise of cybercrime persists, growing annually since its start, mainly affecting small to mid-sized businesses (70% of ransomware cases). This upward trend induces anxiety among individuals and organizations, paralleling traditional terrorism's psychological impact. Breaches result in substantial financial losses and heightened anxiety. To get covered, many insurance companies even demand proof of proactive cybercrime prevention, and we’ll walk you through straightforward and affordable methods for protecting your business. 

Understanding Cyber-Hygiene

The process of cyber-hygiene involves proactive measures to minimize vulnerability to cybercrime. We start by highlighting four of the twelve key steps: 

1. Multi-factor Authentication (MFA)

• Begin your cybersecurity journey with Multi-factor Authentication. This adds an extra layer of protection beyond passwords, which is crucial for remote access, email, and administrative controls. MFA solutions are user-friendly, making them accessible to businesses of all sizes. 

2. Endpoint Detection and Response (EDR) 

• Proactively identifying and mitigating threats is pivotal. Endpoint Detection and Response (EDR) tools excel at this, detecting suspicious activities and responding effectively. EDR investment boosts cyber resilience and equips your business to counter emerging threats. 

3. Secured and Tested Backups

• A robust backup strategy is your safeguard against data loss. Secure and encrypt your backups to prevent unauthorized access. Regularly test restoration processes to ensure data integrity. Industry best practice entails maintaining three copies of critical data, one stored offline.

4. Privilege Access Management (PAM) 

• Limiting access to sensitive data is vital. Privilege Access Management (PAM) ensures employees access only necessary resources. Implementing PAM minimizes unauthorized access risks and data breaches. 

We specialize in comprehensive cyber-hygiene solutions tailored to your needs. Our experts collaborate closely with you to decrease your vulnerability to cyber threats. Stay tuned for subsequent emails revealing the next four crucial cyber-hygiene steps.



Contact Us for a Free Consultation

Enjoy a complimentary consultation on this topic or any of the areas listed below. Simply contact your Account Manager by clicking on the "Request Info" button below.

• Security

• Network

• Expense Management

• Mobility/Wireless

• Cloud

• UCaaS

• CCaaS

• IoT

• Data Storage

4 Ways to up your Cybersecurity

With technology advancing so fast, businesses are not only becoming more secure, but cyber-attacks are becoming more threatening. Cybersecurity for your business needs to be updated for it to prove itself effective consistently. Whether you have top-notch security or are interested in learning how to protect your business, here are four ways to up your Cybersecurity.

1.  Encrypt Data.

Every business has data that is sensitive and critical to the production and success of the company. Whether it is information on or for your customers and employees, you need to take your data encryption seriously. Cybersecurity experts can help you make sure your data is safe.

2.  Patch and Update.

Patching and updating your systems may be one of the easiest ways to limit and prevent cyber-attacks. Be sure always to use the latest versions of software installed on all your business's computers and technology.

3.  Run a Tight Ship.

Zero trust networks are always beneficial because they identify every network user and it verifies all devices before granting access. This means that only authorized users can gain access and information that is important to your business. It is also a better option to provide employees with devices they can use for their daily work tasks. Bringing their own devices can lead to unprotected systems getting hacked.

4.  Educate Your Employees.

Educating employees can be a tricky task if not done correctly. A majority of breaches take place due to employee error. However, it is not entirely their fault. Training employees on security-related measures can make a huge difference in the safety of your information and data. The training program you choose needs to be as comprehensive as possible and requires more than basic security tips.

Finding the right security providers does not have to be complicated. We are here to help you secure your business. For more information, please contact us with your questions.

7 Reasons You Need Backup

At any moment, hardware or software failure, data corruption, malicious virus or malware attack, accidental deletion of data, and even a natural disaster can happen. Is your business ready to handle these situations? If not, a backup solution can be highly beneficial to save your hard work and data.  

1) Protection - With a backup solution, your chances of breach and exposer are reduced. Your critical information and is safeguarded so you can protect your business and your customer's trust.  

2) Employee Productivity – Your employees can return to their jobs quickly, with a safe backup plan so they can work without worry. Productivity will not be lost but improved.

3) Controlling Cost – Work from home devices are costly. The most expensive part of your employee's devices are the data that is on them. The average cost of a lost business laptop is around $50,000 due to the information that may be on it.  

4) Fast File Recovery - Backup solutions allow you to locate your data quickly. With older methods, it can take weeks to months before you can get your data back.  

5) File sharing on the go - Sharing files and other important information between employees needs to happen for regular business functionality. Having a backup solution offers a secure method to share files without worrying about if they will lose them or not.

6) Empower your employees - Yes, the IT department is there to help in a moment of need. Empowering employees to restore files on their own can significantly reduce overhead. This allows IT to focus on more extreme tasks.  

7) No performance impact - An excellent backup solution does not affect the performance of your device. This allows for fewer disruptions in work tasks. Most of the time, users do not realize their files are being backed up while they work.  

It is time to start thinking about backup solutions and how beneficial they are to your company. Contact us today to learn how we can help your business.