Customer retention is the cornerstone of any successful business. It’s not just about keeping customers—it’s about building loyalty, increasing lifetime value, and turning satisfied clients into enthusiastic advocates. Research shows that increasing customer retention rates by just 5% can boost profits by 25% to 95%. With competition more intense than ever, savvy businesses are turning to customer retention tools to deliver exceptional service that keeps customers coming back. The Power of CX in Retention Modern contact centres are no longer a luxury—they’re a necessity for businesses aiming to thrive in competitive markets. Companies with strong CX strategies see 60% increased customer retention rates compared to those that don’t prioritise CX. Why? Because delivering an exceptional customer experience builds trust, fosters emotional connections, and reduces churn. Cloud contact centres enable businesses to deliver powerful CX by: Decoding customer behaviour to understand pain points and preferences. Engaging customers in real time, offering personalised solutions exactly when they need them. Automating repetitive tasks using AI and allowing agents to focus on high-value interactions. Providing seamless communication across channels such as voice, email, chat, and social media. These tools demonstrate how CX impacts retention and engagement by making every interaction meaningful and efficient. Why Retention is More Important Than Ever Acquiring new customers is costly—up to five times more expensive than retaining existing ones. Loyal customers generate stable revenue streams, spend more over time, and are more likely to refer others to your business. In fact, personalised interactions can significantly increase retention; 76% of consumers say they’re more likely to repurchase from brands that personalise their experiences. For businesses seeking answers on how customer retention can be improved, the solution lies in leveraging technology that enhances personalisation and engagement at scale. How CX Tools Drive Retention Personalisation: Tailored experiences make customers feel valued and understood. AI-powered enhancements analyse data to predict needs and offer relevant solutions proactively. Real-Time Engagement: Guided CX tools like co-browsing and video chat humanise digital interactions during critical moments such as onboarding or complex purchases. Automation: Intelligent chatbots handle repetitive queries while routing complex issues to skilled agents for quicker resolution. Omnichannel Support: Unified dashboards ensure seamless communication across channels, reducing friction and enhancing satisfaction. These strategies directly address how to improve customer retention rates by creating seamless experiences that foster loyalty and satisfaction. Customer Use Cases: The Real Impact Retail Transformation with Personalisation Retail brands are increasingly leveraging customer retention platforms like CRM systems and AI-driven analytics to personalise shopping experiences based on previous purchases. For example, companies using personalisation technologies have reported a 40% increase in average order value and a 20% higher customer lifetime value. AI also enables real-time inventory management, reducing stockouts by up to 50% while cutting inventory costs by 25–30%. Sephora’s adoption of virtual try-on technology and AI-powered recommendations resulted in a 75% increase in e-commerce sales and a 35% boost in customer engagement across channels. This demonstrates how CX impacts retention and engagement by ensuring customers feel understood at every touchpoint. Telecommunications Success with Journey Analytics The telecommunications sector faces one of the highest annual churn rates—over 30%—making retention strategies critical. Journey analytics has proven transformative for telecom providers by identifying friction points and guiding improvements in CX. For example, predictive analytics can forecast churn with over 91% accuracy, enabling timely interventions. By addressing how to increase customer retention through targeted offers such as discounts on sports packages for frequent pay-per-view users, telecom providers have successfully reduced churn while increasing customer satisfaction. AI-Powered Efficiency for Contact Centres Contact centres implementing AI-driven automation tools have seen remarkable results. For instance, AI-enabled systems can reduce call resolution times by up to 40%, saving significant operational costs while improving customer satisfaction. A financial services company using automated prompts reduced call handling times by nearly half, while an e-commerce platform deploying robotic process automation saved over £500,000 annually through improved refund processing accuracy. These innovations highlight how CX tools drive retention by streamlining operations while delivering faster resolutions for customers. The Fortay Connect Difference Fortay Connect doesn’t just recommend technology—we transform how businesses interact with their customers using tailored solutions designed to drive measurable outcomes: reduced churn, increased lifetime value, and stronger brand advocacy. Our expertise ensures businesses understand how customer retention can be improved through strategic implementation of advanced CX platforms that align with their goals. Ready to take your customer retention strategy to the next level? Let Fortay Connect guide you towards smarter CX solutions tailored for your business success. Get in touch with us today! Image source: Freepik
As businesses rapidly adapt to the fast-paced demands of the digital era, unified communications (UC) has emerged as a cornerstone of modern work environments. By integrating voice, video, email, messaging, and file sharing into a single platform, those solutions empower companies to streamline communication and enhance productivity. However, with this convenience comes the responsibility of securing these platforms against evolving cybersecurity threats. UC security is no longer just a feature—it's a necessity. Here's how businesses can protect themselves using UC, ensuring long-term growth and resilience. The Advantages of Unified Communications Security 1. Streamlined Protection Against Cyber Threats Modern secure unified communication solutions leverage encryption, two-factor authentication (2FA), and advanced threat detection to shield sensitive data from breaches. End-to-end encryption ensures that messages, calls, and files remain private, while 2FA adds an extra layer of defence by requiring multiple verification steps. For regulated industries, UC platforms that comply with GDPR, HIPAA, or PCI DSS ensure the secure handling of critical data. 2. Mitigating Human Error Human error accounts for a significant portion of data breaches. Cloud-based UC solutions address this issue by centralising access controls. Administrators can assign user-specific permissions, ensuring employees only access data necessary for their roles. Additionally, training employees to recognise phishing attempts and implementing secure password management tools further minimises risks. 3. Centralised Management For Better Visibility With cloud-based UC platforms, businesses gain unprecedented visibility over their communication systems. Administrators can track data movement, monitor real-time activity, and detect unusual behaviour. Those solutions allow businesses to audit conversations and file-sharing activity to identify potential security gaps before they escalate into breaches. 4. Scalability For Growing Businesses As organisations grow, so do their communication needs. UCaaS enables easy onboarding of new employees or locations without requiring expensive hardware installations. This cloud-based approach not only supports seamless scaling but also ensures consistent application of security protocols across the board. 5. Simplifies IT Management Providers regularly update their platforms with the latest security patches, ensuring systems remain resilient against emerging cyber threats. By outsourcing security management to experts, businesses can reduce the burden of their internal IT teams while maintaining robust defence systems. Defending Against The PSTN Switch-Off The planned PSTN (Public Switched Telephone Network) switch-off in 2025 underscores the urgency for businesses to adopt digital communication platforms like UCaaS. The shift to Voice over Internet Protocol (VoIP) ensures businesses remain connected without relying on outdated copper wires. VoIP's flexibility and digital nature also allow for better integration with existing UC security measures, safeguarding against disruptions during this transition. Unified Communications & Business Continuity Security isn't just about preventing breaches—it’s about ensuring uninterrupted communication during crises. With cloud-based UC solutions, businesses can avoid costly downtime caused by cyberattacks, hardware failures, or natural disasters. Moreover, integrating disaster recovery plans within those platforms guarantees seamless restoration of services, minimising operational disruptions. Key Security Measures Encryption: Protects data in transit and at rest, ensuring only authorised users can access sensitive information. Access Control: Assigns tailored permissions to employees, reducing the likelihood of internal breaches. Multi-Factor Authentication: Adds an extra layer of security to user logins. Threat Detection Tools: Identifies vulnerabilities and monitors system activities for suspicious behaviour. Regular Updates: Ensures the UC platform is fortified against the latest cyber threats. Staying Ahead With Unified Communications As businesses navigate a landscape of rapid technological evolution and increased cyber risks, UC security remains critical to staying competitive. By investing in secure systems, organisations can safeguard sensitive data, support business growth, and adapt to future technological advancements. Protect your business today by partnering with trusted UC providers like Fortay Connect offering robust security features. For more information, please get in touch. Image Source: Canva
In today’s fast-paced, customer-centric world, businesses are constantly seeking ways to enhance productivity while delivering exceptional customer experiences. Customer Experience (CX) tools, such as CCaaS platforms, are designed for seamless communication, real-time analytics, and AI-driven support and offer transformative opportunities for both productivity and efficiency. Let’s explore how these tools boost business productivity and agent performance. Let’s explore how these tools boost business productivity and agent performance. The Power of CX Solutions Those platforms integrate customer interactions across channels—voice, email, chat, and social media—into a unified dashboard. They ensure no communication is lost and allow agents to have a complete view of the customer journey. This streamlined workflow reduces time spent toggling between systems, enabling agents to focus on resolving customer issues quickly and effectively. 1. Real-Time Analytics for Data-Driven Decisions CX tools often feature real-time analytics that provide actionable insights into customer behaviour and preferences. These insights empower teams to make informed decisions, leading to faster resolution times and improved customer satisfaction. Studies show that organisations using real-time analytics can increase agent productivity by up to 20%, as agents are equipped with the knowledge to address issues proactively. 2. AI-Driven Automation AI plays a pivotal role in boosting productivity through automation. Tools equipped with AI features, such as intelligent chatbots and virtual assistants, can handle repetitive queries, freeing up agents to tackle complex issues. AI also assists in routing calls to the most appropriate agents and provides real-time suggestions during interactions, ensuring efficiency without compromising the quality of service. 3. Omnichannel Capabilities Our deep understanding of the platform's ecosystem allows us to craft solutions that fit your unique business needs like a glove. No more one-size-fits-all approaches – we're talking custom-fit solutions that drive real business value. Enhanced Agent Productivity Modern CCaaS platforms are designed with agents in mind, providing tools that simplify their tasks and make their jobs more rewarding. For example: Integrated Knowledge Bases: Instant access to relevant information reduces resolution times and ensures accuracy. Gamification: Engaging tools encourage agents to achieve performance goals through rewards and recognition, boosting morale and productivity. Flexible Workflows: These platforms allow agents to work remotely while maintaining seamless communication with team members and customers, ensuring operational efficiency. 4. Scalability and Customisation The platforms are scalable, accommodating business growth and fluctuating customer demands. Customisable features allow businesses to adapt the tools to their unique needs, creating a tailored approach that drives productivity. Transformational Impact The adoption of CX solutions results in significant productivity gains: Businesses using AI-powered customer experience tools report up to a 40% improvement in first-contact resolution rates. Companies adopting omnichannel strategies achieve a 91% higher customer retention rate compared to those that don’t. Automated workflows reduce manual tasks by 30%, enabling employees to focus on high-value activities. Conclusion CCaaS platforms are more than just communication platforms—they are strategic assets that enhance productivity, drive efficiency, and transform the way businesses interact with customers. By integrating cutting-edge features like AI-driven analytics, omnichannel support, and intuitive agent tools, businesses can optimise operations, empower employees, and deliver unparalleled customer experiences. Investing in CX tools is not just a step forward; it’s a leap toward sustained growth and success. In this day and age, it's a prerequisite to optimise business performance and elevate customer and employee experiences. Get in touch to let us help you find the best solution. Image Source: Canva
Meeting customer demands and exceeding expectations have become crucial to staying competitive. Contact Centre and CX leaders often face the same challenge: How can we consistently manage customer expectations while maintaining efficiency and customer satisfaction? The answer lies in leveraging technology that empowers businesses to streamline operations, optimise customer journeys, and ensure that customer expectations are not only met but exceeded. Let’s explore how implementing a modern contact centre solution can transform your customer experience strategy and improve overall outcomes. What Is A CX Platform? This technology is more than just another application, it is a smart and centralised solution that integrates customer service tools, analytics, and engagement strategies into a single interface. It enables organisations to manage and analyse interactions across various touchpoints, ensuring a consistent and personalised experience. With a CX platform, businesses can leverage tools like real-time reporting, omnichannel communication, AI-driven insights, and more to manage customer expectations effectively. Benefits Of Using A CX Platform For Managing Customer Expectations 1. Real-Time Visibility Into Customer Interactions A CX platform provides a comprehensive view of every customer interaction, regardless of the channel. This transparency provides your team with real-time customer queries and needs, which allows you to manage operations and support accordingly to demand. Example Use Case: A retailer monitoring customer inquiries during peak holiday seasons. Real-time dashboards reveal that delivery-related queries are surging. By deploying targeted FAQs and chatbots, they were able to spot the trends and requirements for delivery, providing proactive data to operations teams to ensure seamless customer service from beginning to end. 2. Personalisation At Scale Personalisation is a key differentiator in customer engagement. Tailored and seamless experiences are what ensure customers return and refer the business. CX technology leverages customer data to create personalised interactions, ensuring every customer feels valued. Example Use Case: A Head of Customer Success at a SaaS company tracking user behaviour and sending personalised recommendations or onboarding content. By addressing each customer’s unique needs, they improve retention and satisfaction. 3. Omnichannel Integration Customers interact with businesses through multiple channels—email, chat, social media, and phone. Leading contact centre platforms consolidate these touchpoints into a unified view, ensuring a seamless and consistent experience. Example Use Case: A Call Centre Manager for a financial institution uses CX technology to connect phone calls, live chats, and emails. When a customer requests to switch from email to phone, the agent stays in the same application and has the full customer history, avoiding repetitive questions and ensuring faster resolution. 4. Improved Resource Allocation By analysing customer demand patterns, modern contact centres help organisations allocate resources more effectively to handle surges in demand and optimise workflows. This ensures that resources are leveraged efficiently to exceed customer expectations. Example Use Case: A CX Director for a utility company uses AI-driven insights from a CX platform to predict a spike in billing-related calls after issuing invoices. They schedule additional agents and deploy self-service tools to handle the increased volume without compromising service quality. 5. Proactive Customer Demand Management Contact centre solutions can help predict customer demand and preemptively address potential pain points. With advanced analytics, you can identify trends and anticipate customer needs. Example Use Case: The Head of the Contact Centre for a healthcare provider wants to monitor appointment inquiries and wait times. The solution proactively sends reminders about online booking options and optimises appointment slots to reduce customer frustration. 6. Enhanced Team Performance With access to real-time insights, performance dashboards, and automated workflows, teams can work more efficiently and focus on delivering exceptional service. Example Use Case: A Customer Service Director for an e-commerce company tracks agent performance through a CX platform. Real-time feedback and training suggestions help agents improve response times and customer satisfaction metrics. Ways To Manage Customer Expectations Effectively With CX Tools Set Clear Expectations: Use automated email confirmations or proactive messaging to keep customers informed about timelines and next steps. Leverage AI and Automation: Deploy chatbots to handle routine queries and free up agents for more complex issues. Provide Self-Service Options: Create a knowledge base or FAQ section to empower customers to find answers independently. Use Data to Personalise Interactions: Analyse customer behaviour to deliver tailored solutions that exceed their expectations. Monitor Feedback Continuously: Collect and act on customer feedback to refine processes and address concerns promptly. How Can Fortay Connect Help you? At Fortay Connect, we've architected 100+ enterprise customer experience transformations, meaning we understand the real challenges you face, what modern technology can solve those challenges and how to navigate the common pitfalls of your deployment. We proactively assess all leading technologies and provide impartial advice on the market for 30+ providers. This means that we know the trajectory, technology roadmaps, R&D spend, and specific integration quirks of them all, enabling you to get the right CX tools for your business without the pain. Ready To Elevate Your Customer Experience? Don’t let outdated tools hold your team back. Discover how Fortay Connect can transform your customer service operations and help you exceed expectations every step of the way. For more information on optimising your contact centre operations, visit our dedicated page on Contact Centre Consulting or contact us today. Image Source: Canva
If you’re a Customer Service Director, CX Director, or Call Centre Manager, you know how crucial it is to keep your customers happy. With the right CX tools, you can streamline customer interactions and elevate the overall experience. Let’s dive into how you can use these tools to enhance your customer interactions and why it matters. Understanding the Importance of CX Technology First off, why should you care about customer experience (CX)? With 86% of consumers willing to pay more for a better customer experience, investing in technology that enables your business to stand out for a unique and memorable service is the differentiator in leading your market. 1. Embrace Multi-Channel Customer Interaction Gone are the days when customers only called in for support. Now, they expect to reach you via chat, email, social media, or even video calls. Using multi-channel customer interaction tools enables you to meet your customers where they are. A report by Aberdeen Group found that companies with strong multi-channel customer engagement see a 91% higher year-over-year increase in customer retention rate compared to those without. This not only improves satisfaction but also helps you gather valuable insights into their preferences and behaviours. 2. Customer Interaction Tools to Consider Let’s talk about specific tools that can transform your customer interactions: Dialpad: This tool combines voice, video, and messaging into one platform, making it easy for your team to connect with customers. Its AI features analyse conversations, providing insights to improve future interactions. Businesses using Dialpad report a reduction in average handling time by up to 50%. GoTo: Known for its video conferencing capabilities, GoTo also offers robust support for customer service teams. You can host webinars or training sessions, helping your team stay sharp and informed. Research shows that video interactions can boost customer satisfaction scores by 20%. RingCentral: This platform focuses on providing seamless contact centre solutions. With advanced call routing and integration capabilities, it ensures your customers are always connected to the right representative. Companies using RingCX report an average increase of 30% in first-call resolution rates. Zoom: Zoom is not just for meetings; its CX tools enable businesses to provide exceptional customer service through high-quality video interactions. With features like breakout rooms and webinars, Zoom can enhance the personal touch in customer engagements. Businesses utilising Zoom have reported a 25% increase in customer satisfaction, thanks to its ability to resolve issues in real time and foster stronger relationships. These platforms not only facilitate communication but also enhance collaboration within your team, leading to quicker resolutions. 3. Optimise Workflows with CX Interaction Tools Integrating your CX tools with CRM systems can drastically improve your workflow. When tools like Salesforce or HubSpot are connected to your communication platforms, you can access customer data instantly during interactions. This allows for personalised service, as agents can see past interactions and tailor their responses accordingly. Did You Know? Companies that personalise customer interactions see an average increase of 10-15% in sales. This is a clear indication that knowing your customer pays off! 4. Get Actionable Insights from CX Tools Your data is your secret source. By leveraging analytics and insights from your communications platform, you will drive improvements and enhance customer experience. Platforms like Zoom, RingCentral, Dialpad and GoTo offer real-time analytics features that provide insights on customer interactions. Zoom, for instance, allows businesses to track engagement metrics during video interactions, helping identify which types of sessions resonate most with customers. RingCentral enables detailed call analytics, offering insights into call volumes, resolution rates, and agent performance, empowering you to make data-driven decisions that enhance efficiency. Similarly, Dialpad uses AI to analyse conversations and provide actionable feedback, helping teams refine their approach and improve customer satisfaction. Meanwhile, GoTo CX provides comprehensive reporting tools that track customer behaviour across different channels, allowing businesses to pinpoint areas for improvement. By harnessing these analytics, businesses can not only identify trends and patterns in customer behaviour but also proactively address pain points, ultimately leading to a more personalised and effective customer experience. Embracing these insights is crucial for any business looking to thrive in a competitive market. 5. The Benefits of Digital Transformation (DX) Implementing CX tools is part of a broader digital transformation strategy. Here are some key benefits of DX in customer service: Increased Efficiency: Automation and integration reduce the time agents spend on repetitive tasks, allowing them to focus on more complex customer needs. Enhanced Customer Insights: With advanced analytics, businesses can better understand customer behaviour, leading to more informed decision-making. Scalability: Digital tools allow you to scale your customer service efforts without having to increase your resources. Improved Employee Satisfaction: When agents have the right tools and support, they feel more empowered and satisfied in their roles, which translates to better service for customers. 6. How Fortay Connect Can Help Understanding the landscape of CX can be overwhelming. That’s where Fortay Connect’s expertise comes in. With decades of expertise and hundreds of successful deployments, we know what works. We’re not tied to any single provider, which means we give you an unbiased, open and honest review. From technology selection to implementation and optimisation, we guide you every step of the way. Technology Selection: We help you evaluate and choose the best tools that align with your business objectives and budget. Implementation: Our team works closely with yours to ensure a smooth rollout of the chosen tools, minimising disruption and maximising efficiency. Optimisation: Once implemented, we don’t just walk away. We continuously monitor performance and provide insights to optimise your technology, ensuring you get the most out of your investment. The Bottom Line Improving customer interactions isn’t just about having the latest technology; it’s about understanding the market, the future and the art of what is possible with the right technology. By focusing on the future of CX, your contact centre will transform into a modern and intelligent communication hub, transforming customer service, efficiency, and even revenues Ready to take your customer service to the next level? Contact us today to find out how we can help you implement an effective CX strategy tailored to your needs! Image Source: Canva
Workplaces are transforming at an unprecedented pace. Organisations are recognising that effective internal communication and strong employee engagement are not just desirable—they are essential for success. A thriving workplace culture directly influences productivity, employee satisfaction, and overall business outcomes. Enter Workvivo, a cutting-edge Employee Experience Platform (EXP) that is setting new standards for connecting, engaging, and empowering teams across the globe. With its user-first design and comprehensive features, this employee experience platform is reshaping how companies interact with their employees. From fostering engagement to driving productivity, Workvivo acts as a digital hub that unifies communication, collaboration, and recognition in one seamless experience. What Is It Workvivo is a comprehensive platform designed to emotionally connect employees, regardless of their location—whether in the office, remote, or on the front line. By focusing on inclusion, recognition, and engagement, this internal communication tool helps companies build a connected workforce where every voice matters. Unlike traditional tools that focus solely on task management or information sharing, Workvivo creates a sense of belonging. It enables organisations to foster meaningful connections, ensuring employees feel appreciated, valued, and empowered to do their best work. Key Features Workvivo combines innovative technology with a focus on user needs to create a transformational platform. Its features include: Unmatched Adoption Rates: Employees love using Workvivo thanks to its intuitive, consumer-grade interface. This high adoption rate eliminates the friction often associated with change management, making implementation seamless. Open and Transparent Communication: This employee engagement tool enables leaders to connect directly with their teams through live streaming, videos, and podcasts, therefore breaking down communication barriers, which fosters transparency and builds trust. Centralised Digital Hub: Acting as a one-stop digital workplace, this internal communication platform integrates seamlessly with productivity and HR tools ensuring employees can access everything they need in one convenient app, reducing inefficiencies and boosting productivity. Engagement and Recognition: With features like peer-to-peer shout-outs, badges, and rewards, Workvivo promotes a culture of appreciation which significantly enhances employee morale and encourages collaboration. Scalability and Security: Trusted by global organisations, this tool is built to scale and offers robust security features, making it suitable for businesses of all sizes. The Critical Role of Employee Experience In Workplace Success Employee experience is at the heart of any successful organisation. Engaged employees are more productive, innovative, and loyal, which directly impacts a company’s bottom line. Workvivo is designed to address critical aspects of employee engagement, ensuring teams remain motivated and connected. 1. Amplifying Employee Voice This collaboration tool for businesses encourages employees to share their opinions, ideas, and feedback. This fosters a culture of inclusion and transparency, where everyone feels heard and valued. 2. Boosting Recognition and Morale Recognition is a cornerstone of engagement and this employee experience platform allows employees to celebrate each other’s achievements through peer recognition, awards, and public shout-outs. This creates a positive work environment where employees feel appreciated and motivated. 3. Delivering Actionable Insights Workvivo’s analytics tools provide organisations with valuable data on employee engagement and satisfaction. By understanding what drives their teams, companies can make data-driven improvements to the employee experience. Why Choose it? Workvivo’s unique approach to employee engagement sets it apart from other platforms. It’s more than just a tool—it’s a comprehensive solution that transforms how organisations connect with their teams. Engagement And Ease Of Use This internal communication platform is built for people, not just processes. Its user-friendly design ensures high engagement rates, making it a favourite among employees and managers alike. A Hub For Connection By integrating with other tools and acting as a centralised hub, it simplifies the digital experience. Employees can collaborate, communicate, and engage without juggling multiple platforms. Empowering Leadership On another note, this solution also enables leaders to communicate authentically and transparently with their teams, fostering trust and alignment with organisational goals. The ROI Of Workvivo: A Game-Changer For Organisations Investing in this employee engagement tool delivers significant long-term benefits that positively impact both employees and the organisation as a whole: Increased Productivity: Engaged employees contribute more effectively to organisational goals, driving measurable results. Reduced Turnover: A strong culture of engagement leads to increased loyalty and lower attrition rates. Enhanced Recruitment: A reputation for an engaged workplace attracts top talent, reducing recruitment costs. Streamlined Processes: Centralised communication saves time, reduces administrative overhead, and boosts efficiency. Future-Proofing Your Workforce As remote and hybrid work models become the norm, having a reliable and adaptable employee engagement platform is essential. Workvivo is designed to grow and evolve with your organisation. Its continuous updates and focus on user feedback ensure it remains a relevant and effective solution for years to come. Conclusion: Transforming Workplaces, Empowering People In an era of rapid workplace evolution, Workvivo stands out as a leader in employee engagement and experience platforms. Its innovative features, user-first design, and measurable impact make it an invaluable tool for organisations looking to build a more connected, engaged, and productive workforce. Investing in this resource is more than just adopting a new tool—it’s about fostering a culture of collaboration, appreciation, and excellence. Fortay Connect are platinum Zoom partners and experts in the deployment of Workvivo. For more information, please get in touch. Image Source: Canva
We're thrilled to announce that Fortay Connect has achieved a groundbreaking milestone: we are a Zoom Platinum Partner! Fortay Connect became only the second partner in the UK to achieve this highly regarded status, and are the most accredited being the only partner with Phone and Customer Experience Deployment competencies to provide expert consultancy and services to our customers. Why is this important for you, our valued customers and prospects? Let's dive in. Setting The Gold (Or Should We Say Platinum?) Standard In the world of Zoom partners, Platinum status is the pinnacle of excellence. It's not just about selling the products; it's about demonstrating unparalleled expertise across the platform's entire portfolio, and we've gone a step further by adding specialised competencies in Zoom Phone and CX (Customer Experience) solutions. Why This Matters To You 1. Comprehensive Expertise Our team has proven their skills in implementing: - Zoom Meetings and collaboration tools - Zoom Phone for global cloud-based telephony - Zoom Contact Centre for customer experience - Zoom Revenue Accelerator to improve and drive sales This means we can offer you integrated solutions that cover all your communication needs under one roof. 2. Cutting-Edge Solutions As a Platinum partner, we get early access to the latest features and products as well as extensive training to develop services to save you time, money and effort. This means you'll be at the forefront of communication technology, often accessing innovations before your competition. 3. Tailored Implementations Our deep understanding of the platform's ecosystem allows us to craft solutions that fit your unique business needs like a glove. No more one-size-fits-all approaches – we're talking custom-fit solutions that drive real business value. 4. Unmatched Support With direct lines to Zoom's support and development teams, we can resolve issues faster and more effectively. Your communication infrastructure is in safe hands. 5. Future-Proofing Your Investment Our close relationship means we have a say in their product roadmap. We're not just implementing today's solutions; we're helping shape the future of business communication. Why Choose Fortay Connect? Proven Expertise: Our Platinum status with Phone and CX competencies is proof of our unmatched skills in the UK market. Holistic Approach: We don't just implement tools; we transform your entire communication strategy. Innovation Leaders: Partner with us, and you're always ahead of the curve. Customer-Centric Focus: Our success is measured by your success. CX Services: Strategic services to take your business goals and turn them into communication excellence. The Fortay Connect Advantage By choosing Fortay Connect, you're not just getting an implementation partner. You're gaining a trusted advisor with unparalleled expertise in Unified Communications and CX. Whether you're looking to upgrade your phone systems, revolutionise your customer experience, or transform your entire communication infrastructure, Fortay Connect has the expertise, the tools, and the certified credentials to make it happen. Ready to take your business communications to the next level? Let's talk. With Fortay Connect, you're not just keeping up with the future of business communication – you're leading it. Contact us today to learn how we can transform your business communication with the power of Zoom.
In today’s customer-centric and digital world, businesses must prioritise seamless customer communication to build trust and loyalty. Traditional contact centre models often fail to deliver the flexibility, efficiency, and cost-efficiency needed to meet modern customer demands. Contact Centre as a Service (CCaaS) is a cloud-based solution that empowers businesses to provide outstanding customer experiences (CX). Top CX platforms like Zoom, Dialpad, GoTo, and RingCentral are revolutionising how businesses interact with customers. Leveraging CCaaS or CX tools (as they are more commonly known); these platforms integrate cutting-edge features that enhance customer engagement and operational efficiency. For businesses in the UK, this could provide a competitive edge and long-term success. Let’s explore the benefits of CCaaS and how solutions like these can transform your business. 1. Cost Savings And Operational Efficiency Investing in CCaaS eliminates the high upfront costs of traditional contact centres, such as hardware, software, and IT staff. Those platforms offer subscription-based pricing models, ensuring businesses only pay for what they use. For UK-based small and medium-sized enterprises (SMEs), this model makes robust customer service tools accessible without straining budgets. Additionally, these platforms provide automated updates and maintenance, minimizing downtime and IT headaches. 2. Scalability To Meet Dynamic Needs One of the standout advantages of CCaaS platforms is their ability to scale with your business. Whether you’re experiencing seasonal demand spikes or expanding into new markets, these solutions enable you to add or reduce capacity seamlessly. In the UK, where businesses often face fluctuating market demands, Contact Centre as a Service offers the flexibility needed to adapt quickly without compromising service quality. 3. Omnichannel Customer Support Modern customers expect to communicate with businesses through their preferred channels, whether it’s voice, email, live chat, or social media. Platforms like Dialpad and RingCentral support omnichannel interactions, ensuring customers receive consistent service across all touchpoints. For example, RingCentral integrates voice, video, and messaging, allowing agents to provide unified and personalised responses. This omnichannel approach is critical in the UK, where customers demand seamless and convenient interactions. 4. Enhanced Customer Experience With AI And Analytics Advanced CCaaS platforms leverage AI-driven features such as sentiment analysis, chatbots, and predictive routing. These tools enable businesses to anticipate customer needs, reduce response times, and resolve issues more effectively. For instance, Dialpad offers real-time transcription and sentiment analysis, empowering agents to adjust their approach during calls. Similarly, Zoom Contact Center provides actionable insights through analytics dashboards, allowing businesses to optimize their customer service strategies. In the UK, where customer satisfaction is a key driver of brand loyalty, these features are game-changers. 5. Improved Agent Productivity CCaaS platforms streamline workflows by centralizing customer data and automating routine tasks. GoTo Contact Center, for instance, offers agents unified dashboards that consolidate information from multiple channels, reducing the need to switch between systems. These tools not only enhance efficiency but also improve agent morale. When agents have the resources they need to perform effectively, customer satisfaction naturally improves. 6. Seamless Integration With Existing Systems Those solutions integrate effortlessly with existing tools like CRM, ERP, and marketing platforms. For example, RingCentral and Dialpad are designed to work with popular CRMs like Salesforce and HubSpot, creating a cohesive ecosystem for managing customer interactions. This integration allows UK businesses to streamline operations and improve collaboration across departments, resulting in a better overall customer experience. 7. Business Continuity And Security Cloud-based platforms ensure uninterrupted service even during unforeseen disruptions. Their robust data backup and disaster recovery capabilities safeguard customer interactions and critical information. In the UK, where businesses must comply with strict data protection laws like GDPR, these platforms provide secure environments to handle customer data responsibly. Why UK Businesses Should Invest The benefits of CCaaS extend beyond cost savings and scalability. By adopting solutions like Zoom, Dialpad, GoTo, and RingCentral, UK businesses can future-proof their operations while delivering unparalleled customer experiences. These platforms empower businesses to: Stay agile in a competitive market. Provide personalised, omnichannel support. Boost agent productivity and satisfaction. Ensure compliance with data security regulations. As customer expectations continue to rise, investing in Contact Centre as a Service is no longer optional—it’s essential for growth and success and represents a paradigm change in customer service. This shift shows the potential those platforms have to transform businesses by enhancing CX, reducing costs, and increasing efficiency. For UK businesses looking to stay ahead, this is a strategic move that can deliver immediate benefits and long-term success. If your goal is to improve customer satisfaction, boost operational agility, and scale effortlessly, it’s time to explore the possibilities of CCaaS. Get in touch today! Image source: Canva
Choosing the right Unified Communication (UC) provider can significantly impact your business operations. With the right provider, you can enhance collaboration, streamline communication, and ultimately boost productivity. Here are some key factors to consider while making this decision: 1. Cost And Pricing Models Cost is often a primary consideration when selecting a UC provider. It's essential to explore the different pricing models each provider offers: Subscription Plans: Many providers offer tiered pricing based on user count or features included, allowing you to choose a plan that fits your budget. Pay-as-you-go Options: This model can be more economical for businesses with fluctuating needs, enabling you to pay only for what you use. Bundled Services: Consider providers that offer bundled packages incorporating other necessary services at a reduced rate, potentially saving you money in the long run. 2. Scalability And Flexibility Scalability ensures that the unified communications solutions can grow with your business. Look for a provider that offers: Flexible Scalability: The ability to easily add or remove users or features as necessary is vital for accommodating growth or changes in your organisation. Customisable Solutions: Look for flexible packages that can be tailored to match your evolving business requirements, ensuring you have the right tools as your needs change. 3. Security And Compliance In today's digital age, security is crucial. Your chosen UC provider should adhere to strict security protocols: Data Encryption: Ensure the provider uses strong encryption techniques to protect communications, safeguarding sensitive information from unauthorised access. Compliance Certifications: Check for compliance with industry standards and regulations such as GDPR or HIPAA, depending on your sector. This ensures that your communication practices meet legal requirements and industry best practices. 4. Integration Capabilities A good UC provider should easily integrate with your existing tools and platforms. Look for solutions that can connect with your email, customer relationship management (CRM) systems, and other essential software. This integration can enhance efficiency and ensure a smooth workflow. 5. Reliability And Uptime Downtime can severely impact your business operations. Research the unified communications provider’s reliability and uptime history. A reputable provider should offer strong service level agreements (SLAs) that guarantee uptime and quick recovery from outages, ensuring your communication remains uninterrupted. 6. User Experience The usability of the communication tools is essential for adoption across your company. Consider providers that offer intuitive interfaces and user-friendly features. A positive user experience will encourage employees to embrace the new system, leading to greater overall satisfaction. 7. Support And Training Effective support and training are vital for a successful UC implementation. Choose a provider that offers comprehensive onboarding resources, ongoing training, and readily available customer support. This ensures your team can maximise the benefits of the UC system and resolve issues quickly when they arise. 8. Feature Set Different UC providers offer varying features, from basic voice and video calls to advanced collaboration tools. Identify the specific features that are most important for your organisation—such as messaging, file sharing, or video conferencing—and ensure the provider can meet those needs effectively. Choosing the right unified communications solutions provider is a significant decision that can impact your organisation's efficiency and communication. By considering the points listed above you can make an informed choice that aligns with your business goals. Take the time to research and evaluate potential providers to find a solution that enhances your communication strategy and supports your team’s success. To discover how choosing the right unified communications provider can benefit your business, please check our case studies, or contact us! Image source: Canva
In the digital era, businesses are turning to advanced communication and collaboration platforms to stay competitive and agile. Solutions like Zoom, RingCentral, Dialpad, and GoTo are leading the way in digital transformation (DX) for communication, offering versatile tools to connect teams, enhance productivity, and streamline business operations. Here’s why these platforms are a smart choice for organisations looking to make communication and collaboration the heart of their DX strategy. 1. Enabling Seamless Remote and Hybrid Work Environments The need for flexible work environments has skyrocketed, and certain tools have made it easier for organisations to transition smoothly to remote or hybrid work models. With powerful video conferencing, chat, and collaboration tools, these platforms make it easy for teams to work together, regardless of location. Zoom is a go-to solution for video meetings and webinars, known for its reliability and user-friendly interface. RingCentral goes a step further by offering a unified communications solution with VoIP, messaging, and video conferencing integrated into one platform. Dialpad and GoTo also deliver unified communications, focusing on seamless call handling, VoIP features, and easy integrations to fit diverse business needs. Why It Matters: Remote and hybrid work models are here to stay, and DX solutions are essential for creating a flexible, cohesive work environment. 2. Enhancing Team Collaboration and Productivity Digital transformation in communication is about more than just connecting people—it’s about empowering teams to collaborate effectively. Each of these platforms offers unique collaboration tools designed to enhance productivity: Zoom is ideal for video conferencing, virtual whiteboarding, and breakout sessions, making it a staple for creative brainstorming and in-depth team discussions. RingCentral combines messaging, video, and phone features, allowing employees to seamlessly switch between modes of communication within the same platform. Dialpad leverages AI-powered call insights and transcriptions, which help teams stay organised, capture key information, and collaborate effectively without needing multiple tools. GoTo offers easy screen sharing, webinar hosting, and training options, catering to teams that frequently need to share presentations, conduct virtual training sessions, or host large-scale virtual events. Why It Matters: A strong DX solution should enhance productivity, and provide comprehensive, user-friendly collaboration tools that drive teamwork and efficiency, not complicate it. 3. Reducing Operational Costs and Improving ROI With DX solutions companies can cut down on the costs associated with traditional phone systems, physical office space, and travel. These platforms are cost-effective alternatives to maintaining separate systems for phone, video conferencing, and messaging. RingCentral’s cloud-based VoIP and unified communication system allow businesses to consolidate their communication infrastructure, which can significantly reduce overhead costs. Dialpad’s cost-effective VoIP system and AI-driven features reduce the need for expensive hardware, offering a high ROI through streamlined, modernised call handling. GoTo focuses on affordable, scalable solutions for video conferencing and training, making it easy for businesses to grow without needing costly upgrades. Why It Matters: By reducing communication costs, DX tools free up the budget for other initiatives, driving overall efficiency and offering a faster return on investment. 4. Improving Customer Engagement and Experience Customers now expect instant, personalised communication and digital transformation solutions offer tools that are perfect for managing customer interactions, enabling businesses to meet and exceed customer expectations. Dialpad provides AI-driven call insights, call transcriptions, and analytics that help sales and support teams engage with customers more effectively. RingCentral offers an all-in-one platform where customer calls, messaging, and video conferencing are streamlined, enhancing customer support and responsiveness. GoTo offers webinars and virtual training capabilities, making it an excellent choice for businesses that want to engage customers through interactive, online experiences. Zoom is also a trusted platform for client meetings and webinars, delivering a high-quality, accessible user experience that enhances customer communication. Why It Matters: Superior customer engagement is crucial in today’s competitive environment. DX solutions empower businesses to deliver exceptional customer experiences through quick, reliable, and personalised communication channels. 5. Boosting Business Resilience and Continuity Digital transformation in communication is vital for business resilience. During disruptions like the COVID-19 pandemic, organisations that had already implemented digital communication solutions were able to continue operating with minimal impact. RingCentral’s cloud-based system ensures that businesses can stay connected even when physical offices are inaccessible, offering high availability and continuity. Dialpad’s cloud platform means teams can make and receive calls, access call insights, and collaborate from anywhere, ensuring business can continue as usual. GoTo and Zoom provide virtual meeting spaces and remote work capabilities, which are essential for keeping teams connected and productive during unforeseen circumstances. Why It Matters: Business resilience is critical in today’s world, and digital solutions help organisations stay agile and prepared for anything. 6. Simplifying Communication with Unified Platforms The best digital transformation solutions streamline communication by providing a unified platform. This simplifies workflows and reduces the need to switch between multiple tools. RingCentral offers a fully unified communication experience by integrating messaging, phone, and video into a single platform. Dialpad provides phone, messaging, and conferencing all on one platform, making it easy for teams to manage all communication in one place. GoTo consolidates training, video conferencing, and meeting management, reducing complexity and making communication more efficient. Zoom remains a top choice for video-first communication, but with features like Zoom Phone and Zoom Chat, it’s rapidly expanding into a more comprehensive communication suite. Why It Matters: Unified communication platforms are easier to manage and improve team efficiency. By integrating messaging, calling, and video conferencing, solutions like RingCentral, Dialpad, and GoTo streamline workflows and simplify communication for businesses. 7. Leveraging Analytics and AI for Smarter Communication Advanced analytics and AI tools are becoming an integral part of digital transformation, enabling businesses to gain insights and make data-driven decisions. Dialpad and RingCentral are leaders in this space, using AI to enhance communication. Dialpad provides real-time transcription, sentiment analysis, and actionable call insights powered by AI, giving businesses deeper insight into customer and team interactions. RingCentral offers analytics for call performance, employee productivity, and customer satisfaction, helping businesses identify trends and make improvements. Zoom and GoTo also offer post-meeting analytics, which provide insights into engagement, participation, and meeting effectiveness. Why It Matters: Analytics and AI-driven insights allow businesses to optimise their communication strategies, providing better customer service, improving productivity, and refining operations based on real data. As companies embrace digital transformation, choosing the right communication and collaboration solutions is essential. Zoom, RingCentral, Dialpad, and GoTo are at the forefront of DX, offering powerful, flexible, and cost-effective tools that empower businesses to adapt to new ways of working, connect with their customers, and streamline operations. By enabling remote work, improving customer engagement, and simplifying communication with unified platforms, these DX solutions drive growth, resilience, and efficiency. In the journey toward a fully transformed, digital-first workplace, investing in the right communication tools is a smart, strategic decision that will continue to yield benefits well into the future. Whether you're a small business or a large enterprise, digital transformation platforms offer the tools you need to succeed in today’s digital landscape. To get an idea of the benefits those platforms can have, download our free whitepaper. Image Source: Canva
