Knowledge Hub: Results

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10 Ways to Avoid Toll Fraud

What keeps IT managers up at night? Security issues—and for good reason. Toll fraud, which is defined as any unauthorized use of a businesses telephone system and carrier services, cost victims $4.73 billion globally last year. So what can be done to prevent toll fraud? Three experts shared some tips and best practices.

Legacy Products

What happened to Aastra’s products?

In January 2014, Aastra officially merged with Mitel. As part of the merger, some of Aastra’s products were renamed, some were replaced and some were even discontinued. We created this page to help you find out what happened to Aastra’s most popular products after the Mitel merger, and where possible, direct you to their new names or their replacements.

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10 Ways to Boost First Contact Resolution

First contact resolution is a high priority metric for most contact centers, since it’s seen as a key driver of customer satisfaction. Customers increasingly want their queries resolved during their first contact with an organization. But not every contact center has what they need to reach their full first call resolution potential. Here are 10 ways you can enhance your ability to resolve customer interactions on first contact.