Artificial Intelligence is the way forward for Evolving Customer Service

 

Organizations are recognizing that excellent customer service is becoming increasingly important in setting themselves apart from their competition. A Microsoft study revealed that 96% of customers agree that their experience with customer service has a significant impact on their loyalty to a brand. On the other hand, a report from Zen desk found that 60% of customers stop supporting a business after one negative experience and 80% switch after two.

To ensure customer satisfaction and business growth, organizations must prioritize providing exceptional service by hiring and retaining skilled agents and giving them the necessary tools to excel in their roles. Furthermore, it's crucial to have effective quality assurance (QA) tools in place to allow contact center managers and QA Auditors to monitor agent performance, identify best practices, identify gaps, and provide coaching opportunities.

If you're reading this, you likely understand the importance of quality assurance management software for customer service and are looking for the right solution for your organization. With so many options available, you are conducting your research to make an informed decision.

SOL Communications believes that Artificial Intelligence (AI) is the future of quality assurance in customer service solutions, and we are here to help guide you through the process of choosing the best solution for your organization. Contact us to learn more about why we believe AI is the way forward, and which company has the innovation to lead.

Avoiding Delays: The Importance of Following Up with Your Team

It's important to strike the right balance of assertiveness and persistence when dealing with suppliers and clients. By being appropriately assertive, you can earn the respect of suppliers and build trust with clients who rely on you.

While it's a delicate balance, I've observed that being too passive often results in tasks not getting accomplished. It's essential to avoid being rude and instead approach the situation with polite persistence. When a task is not completed, it's essential to be the most efficient and organized in following up with your internal team and keeping them on track. In most cases, tasks are forgotten due to oversights, rather than malicious intent.

As a team leader, it's crucial to maintain a laser focus on your calendar and task reminders to ensure that everything is completed on schedule. If your team is not following up but your customer is waiting for information, you as the team leader must follow up. By doing so, you can avoid any unnecessary delays and ensure that tasks are completed efficiently and effectively. This helps to shield your internal team from the negative effects of forgetfulness, which can happen when juggling multiple tasks in today's fast-paced world.

SOL Communications ensures that your project progresses smoothly, adhering to the timeline, with minimal or no delays, and regular updates. Please inform us if you sense any sluggishness in your internal technology projects.

Simplifying Your POTS Replacement Project with SOL

SOL is dedicated to assisting clients in transitioning from copper-based phone lines to fiber optics while keeping in mind industries that mandate dependable communication systems as per code requirements. We acknowledge that cellular-based solutions can serve as an effective substitute for Plain Old Telephone Service (POTS). SOL has the capability to manage and take charge of the process of introducing, assessing, costing, and executing your POTS Replacement project.

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Simplifying POTS Replacement

 

Fax machines, point of sale (POS) terminals, vending machines, ATMs, gate entry systems, and paging systems at office and campus locations still rely on copper lines for their operations. How do you move these to a VoIP environment without an equipment overhaul? The solution: Use an analog telephone adapter to cater to the needs of these existing analog devices.

Typically, older elevator, security, and fire alarm systems utilize POTS lines to ensure a consistent and dependable connection. However, in compliance with NFPA 72 standards, modern communication systems must have a backup power source that can last for at least 8 hours to ensure redundancy. The solution? To comply with NFPA 72 standards and ensure reliable phone services, a phone line equipped with an uninterruptible power supply (UPS) with a backup battery can be utilized. For those who need redundant connectivity, an additional analog line or an optional wireless broadband service can be provided. This will result in a robust and dependable solution to maintain critical phone services.

To sum up, the plan is to replace the existing legacy POTS service with a VoIP plan while retaining the legacy phone equipment. The suitability of the plan is dependent on the physical equipment present in the IT closet. Regardless of the number of phones connected, the POTS Replacement procedure can switch the AT&T, Sprint, Verizon, Consolidated, Spectrum, or Comcast phone lines with a pre-configured ATA device for systems with one to sixteen handsets or PRI replacement to support systems with thirty to several thousand handsets.

SOL Communications will guide this entire process.

Breaking Free from Early Termination Fees: Quick Commentary

Early termination fees do not have to be a problem, as it depends on the situation. In the context of internet service, competitor ISPs may be willing to take over these fees, depending on the amount. Each case can be evaluated independently and may represent a valuable opportunity for customers who are dissatisfied with their current provider's services. SOL Communications can handle these negotiations on your behalf.If you are currently using broadband, coax, or copper-based internet and would like to switch to fiber, please let us know. 

If you have a bundled voice service with a discounted price, that should not prevent you from switching to better internet service. It may be a good time to consider a new phone system, especially given the growing importance of unified communications and the advancing technology in cloud and security that is associated with voice.

Say Goodbye to Cables with TK Networks' Wireless Solution

 

Today I want to talk about TK Networks. All of you who read my posts know that I love technology innovation, and I have my opinions on where certain technologies are headed for the future. One of them is certainly wireless, which is why SOL Communications has decided to collaborate with TK Networks to help bring customers into the future of "no cables".
 
If you're looking for a reliable and fast internet solution for your home or business, TK Networks offers wireless internet that delivers high-speed broadband straight to your doorstep. Their wireless internet uses a radio antenna and an encrypted radio frequency to connect you to the internet, and the installation process is simple and straightforward.
 
Their standard install is just $119, and they offer a range of plans to fit different business needs, including seasonal plans that allow you to adjust your rate depending on your usage. The service is month-to-month, with no contracts and a 100% money-back guarantee within the first 30 days.
 
Don't be misled by the misconception that wireless internet means satellite internet. TK Networks' low power wireless radios connect you directly to their ground access points, providing you with low latency and quick performance. A cloud voice environment, for example, works excellently with this service due to its low latency.
 
SOL Communications is proud to offer this type of service that is positioned for the future. As your advisor for the lifecycle of your circuit, involving SOL Communications to quote and manage your circuit with TK Networks will provide added customer service redundancy with no increase or added costs compared to going direct.
 
SOL Communications will work with TK Networks to determine if your location qualifies for wireless internet.

What to Expect During Fiber Circuit Installation

 

I would like to explain the process involved in deploying dedicated fiber and what you can expect from the ISP. There may be slight variations in the procedure, so the following is a general summary.

Once you order a dedicated circuit, for example a 100x100 circuit, the ISP will deliver the fiber to your location and a team of field personnel will visit during the installation process.

The first step will involve an Outside Plant Engineer who will assess the best point of entry for the fiber and determine if any additional requirements are necessary from your side.

Next, a construction technician will physically install the fiber. You may or may not see this technician, depending on their need for access to the building.

A third technician will be dispatched to splice the fiber and install the Network Interface Device (NID). Finally, an installation technician will complete the circuit installation. If public IPs are required, the ISP will send them to you prior to the final installation.

As a customer, you are primarily concerned with the "completion date," which is when your service is turned on and billing begins. The splicing is set to occur prior to the installation of the physical circuit.

SOL Communications manages the interaction with the ISP by maintaining regular communication with the ISP's project manager. We also alert your Managed Service Provider (MSP) or IT personnel to any information that may help ensure a smooth installation process. We currently collaborate with 92 MSPs throughout Maine, New Hampshire, Vermont, and Washington. This additional support is provided at no extra cost to you. You simply pay a monthly fee for the circuit, the same as you would if you went directly to the ISP.

Summary:

• Once you order a dedicated fiber circuit (e.g. 100x100), the ISP will deliver fiber to your location and a team of field personnel will visit during the installation process
• An Outside Plant Engineer will assess the best fiber entry point and check for any additional requirements
• A construction technician will install the fiber, you may or may not see them depending on their need for access
• A third technician will splice the fiber and install the Network Interface Device (NID)
• An installation technician will complete the circuit installation, public IPs will be sent if required
• The "completion date" is when your service is turned on and billing begins, with splicing set for a date before the physical circuit installation
• SOL Communications will communicate regularly with the ISP's project manager and inform your MSP or IT staff of any information to ensure a smooth installation process, at no extra cost to you
• You pay a monthly fee for the circuit, the same as you would if you went directly to the ISP.

John@SOLCommunicationsLLC.com

The Benefits of Upgraded Technology: Better Operations, Increased Productivity, and Competitive Advantage

I advise businesses to adopt technology to boost processes and productivity. Upgrading technology, either through new solutions or hardware, is crucial to avoid negative effects of outdated tech on daily operations. Part of my role in consulting a business is to ensure they are quicker and more efficient than their competitors.

I recommend upgrading computing systems if there are persistent complaints of slow technology and computing issues. Outdated technology can negatively impact operations and security. It is common for companies to upgrade their computers every 3-5 years and servers every 4 years. I advise against delaying upgrades, as this can result in an increase in time being wasted or lack of productivity. A well-planned upgrade process can ensure a seamless transition. If there is a concern for budget, as their should be, that is where SOL Communications can help.

We Take the Headache Away

Even if you want coax internet, it never hurts to check fiber optic rates. We can make this process easier for you. SOL will determine which fiber optic providers can service your address. We manage the quoting and research on the front end.  We manage the sale, provisioning, and installation on the back end. We do this by following up continuously with the ISP throughout the process. As we are familiar with how different ISPs operate, we can use our expertise throughout various scenarios. For some businesses, investigating fiber can seem like a headache, let alone installing it. 

We'll remove the headache. 

SOL Communications is a partner with Spectrum Business. We are able to quote, sell, review, negotiate with, and provide guidance on all Spectrum Business services. The following content on POTS to VoIP is taken from the Spectrum Voice product. 

The FCC has mandated that providers transition from POTS (Plain Old Telephone Service) to next-generation technology, such as VOIP (Voice Over Internet Protocol). In fact, most providers are already removing the copper wire on which POTS relies and are minimizing support.

VOIP is a digital voice service that enables you to make phone calls while also enjoying greater functionality and productivity. VOIP also supports your existing systems, minimizing disruptions to your business.

You need a solution that will support business phones, security systems, POS and fax machines and elevators

It is important to have a phone system that boosts your business's connectivity and productivity. But you also need a lower cost to set up and maintain that system.

Make sure your provider is offering advanced features, such as auto attendant, voicemail to email, call hunting and more. If you have questions on any of these features, don't hesitate to reach out. 

SOL Communications wants to make sure that each business understands the value of competing phone systems. The most expensive voice solution is not always the right fit. Let SOL Communications work with your business to find a phone system that will work for you. 

John@SOLCommunicationsLLC.com

207-815-2011

Paying too much for POTS Lines?

There are many options now for POTS Line replacement. Some organizations are paying north of $40 per month for each POTS line, not including taxes and fees. If you're in need of a simple evaluation process, let SOL help. We can look at replacing all of your POTS lines by finding the right supplier in your area. We work with multiple suppliers, but we know which ones work best with small business vs larger corporations.