Why Unified Communications Is Essential for Solving SMB Customer Service Issues

Duration: 60 Minutes

Jon Arnold, J Arnold & Associates

Jon Arnold is Principal of J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of digital transformation in the workplace. Core areas of expertise include unified communications, cloud communications, collaboration, Artificial Intelligence, speech technologies, Internet of Things, future of work, contact centers, customer experience, video, VoIP, and social media. In 2019, Jon was named a “Top 50 Unified Comms Influencer,” and a “Top 30 Contact Center Influencer,” and in 2018, Jon was included in a listing of “Top 10 Telecoms Influencers” and “TOP VoIP Bloggers to Follow.”

Why UCaaS Is Essential for Solving SMB Customer Service Issues

December 11, 2019
1:00 – 2:00 pm ET

A unified communications (UC) platform integrates voice, messaging, collaboration, and other features into a single integrated business communications solution.

Cloud-based unified communications as a service (UCaaS) is emerging in the small and midsize business (SMB) market as vital for more effective customer service, faster problem resolution, and cost savings. SMBs not using UCaaS are missing out, especially retail and logistics-focused SMBs handling increased customer volume during and after annual holiday sales.

With the ability to respond to customer needs and conduct business anytime and anywhere, your team will be more productive and efficient, which can lead to increased customer satisfaction and profitability. In this interactive session, you’ll hear directly from an industry analyst about customer service benefits of UCaaS for SMBs and what SMBs can do to quickly deploy it in their organizations.

Key Takeaways:

  • What are the benefits of using UCaaS for customer service in SMBs
  • How to enhance customer service and decrease issues
  • How to make it easier to scale UCaaS in your business
  • How to cut the cost of deploying a UCaaS service
  • What every SMB should do now to prepare for increased customer volume in the holidays and beyond

Joel Kappes, PGi

Joel Kappes is Vice President of Global Implementation Services for PGi. Joel has more than 25 years of VoIP, UC, and UCaaS experience with his last 10 years leading high performing operational teams and new customer onboarding. Previous employers include Mitel, ShoreTel, RingCentral, Milestone Networks, MCI, and Fore Systems. He also spent 12.5 years as a U.S. Army specialist learning telephony and communications systems fundamentals. Joel holds a Bachelor of Science in Information Technology from Northern Arizona University.

About PGI

PGi provides business communications that unleash productivity at work. Throughout our 28-year history, PGi has met the changing technology landscape to bring enterprises around the world easy-to-use and effective collaboration and communication solutions. Today’s connected business environment demands more than a connected workforce. To compete and win, you need the tools and support to enable the ultimate level of team member synergy and interaction. Our cloud-based communications and collaboration platform, GlobalMeet, connects people, teams and enterprises around the world. To learn more about GlobalMeet collaboration, hosted voice, and webcast solutions, visit pgi.com, or follow PGi (Premiere Global Services, Inc.) on LinkedIn, Twitter, and Facebook.

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