Perspectives by i-Comm Connect

Elevate your Omnichannel Presence with Voice Escalation for Live Chat Applications

Posted by Meredith Schmidt-Fellner on January 30, 2019 at 3:47 PM

Omnichannel is necessary for providing great customer service

Customers use a variety of channels to contact customer support representatives, including chat, phone calls, social media, email, web forms, and more. Offering multiple channels of communication, or an “omnichannel” solution, is important for businesses to please different customer preferences and those engaging with multiple devices throughout the day.

According to a study by the Aberdeen group, companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared with 33% for companies with weak omnichannel customer engagement. The two most popular common of real-time customer support are live chat and phone calls.

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Topics: App Integration, TACTAL, Customer Service, Live Human Interaction, Chatbots

Uber’s Customer Experience Without the Price Tag: Real-Time Communications for Your Business with the Right CPaaS Solution

Posted by Meredith Schmidt-Fellner on January 16, 2019 at 1:42 PM

In the fall of 2018, Uber announced a proprietary in-app communications solution that allows riders and drivers to communicate directly through the app via VoIP. As data is typically less expensive than a cellular connection, particularly when traveling internationally, users can save money by placing a VoIP call within the app instead of a traditional cellular call.

A smooth and safe pick up is key to Uber’s value proposition, so they developed a way for users to maintain a user’s privacy while ensuring voice and text communication are available within the app. Uber solved a specific communications problem of theirs with large-scale development costing millions of dollars. They were able to protect their bottom line, improve the customer experience, and continue to grow globally through their in-app communications initiative.

But, what if you are a company that wants to improve customer communications and don’t have the spending power of Uber? Is there anything you can do?

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Topics: App Integration, VoIP, TACTAL, Click to Call, Customer Service

i-Comm Connect Selected to Speak at TC3 Summit Oct 17-18

Posted by Meredith Schmidt-Fellner on October 9, 2018 at 3:56 PM

New York, NY (10/9/18)— i-Comm Connect is excited to announce that President, Rob Griffen, and Chief Technology Officer, Mark Anderson, will speak at the premier telecommunications event, TC3 Summit, hosted October 17-18 in Sunnyvale, CA.  The TC3 Summit is an annual event that brings together telecommunication carriers, vendors, and startups to develop partnerships and discover the latest in innovative communications technology.

i-Comm Connect was selected out of over 100 applicants to pitch their innovative contextual calling product, TACTAL, on stage to a panel of telco judges and conference audience members. The flagship product uses cutting-edge WebRTC technology to converge web-based customer communication and secure, real-time data transfer into one innovative application. i-Comm Connect will also be hosting a demo table in the Juniper Aspiration Dome for event attendees to follow up about TACTAL.

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Topics: Events, TACTAL

TMC Names i-Comm Connect a 2018 Communications Solutions Products of the Year Award Winner

Posted by Meredith Schmidt-Fellner on August 14, 2018 at 11:46 AM

TACTAL Recognized for Exceptional Innovation for the Second Year in a Row

New York, NY (8/14/18)— i-Comm Connect is pleased to announce that TMC, a global, integrated media company, has awarded our innovative call center solution, TACTAL, a 2018 Communications Solutions Products of the Year Award for the second time in a row.

TACTAL utilizes next generation WebRTC technology to improve customer service and reduce operational expenses. The solution provides secure, web-based calling and data transfer to provide more a personalized, efficient customer experience. Simultaneously, TACTAL provides significant savings for the business on their telco costs and reduces the amount of call hand-offs through more pointed contact.  

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Topics: TACTAL, WebRTC

Transforming Customer Service in the Travel Industry - a Continued Study of AutoEurope

Posted by William Bass on May 22, 2018 at 3:07 PM

To stay ahead in the travel industry, it is essential to connect with a global population and to be able to provide your customers with first-rate service from anywhere in the world. TACTAL by i-Comm Connect provides top-of-the-line customer service by offering 24/7 online calling with just one click through any internet connected device. 

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Topics: Customer Success Story, TACTAL, Travel Industry

i-Comm Connect Awarded 2018 TMC Customer Product of the Year 

Posted by Meredith Schmidt-Fellner on February 28, 2018 at 1:42 PM

New York, NY (Feb 28, 2018) - i-Comm Connect is excited to announce that TMC, a global, integrated media company, has named our product TACTAL a 2018 CUSTOMER  Product of the Year Award winner. The award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. 

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Topics: TACTAL, Customer Service

i-Comm Connect October Update

Posted by Bella Nalle on November 16, 2017 at 10:41 AM

Partnership with Fore Street Telco

October was another busy month for i-Comm Connect! We officially partnered with Maine-based company Fore Street Telco. Fore Street Telco provides top level connections and bandwidth for business’s VoIP telecommunications services. This newly developed partnership will help ensure compliance with regulatory and taxation measures while being able to focus on delivering seamless web-based communications. In addition to SIP to SIP communication, our partnership ensures that our SIP to Public Switch Telecommunications Network (PSTN) communications are secure, seamless, and comply with regulatory laws.

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Topics: Events, TACTAL, WebRTC

i-Comm Connect and WebRTC: The Future of Global Communications

Posted by Meredith Schmidt-Fellner on November 14, 2017 at 10:27 AM

i-Comm Connect is dedicated to transforming the customer service industry by harnessing the power of the latest communications technologies. Our patented VoIP calling solution, TACTAL, utilizes WebRTC to provide secure, instant calling for our clients.

What is WebRTC?

WebRTC is a collection of communications protocols and APIs (application programming interfaces) that allow for instant peer-to-peer connections over the internet in real time. The growing acceptance of this technology by industry giants demonstrates that we are early adopters of a technology shaping the future of global communications.

In September, Apple released major updates to iOS and Safari, including WebRTC compatibility, which makes TACTAL operational on all major browsers and smart-devices. All other major browsers had previously integrated WebRTC compatibility into their offering, except for a small plug-in necessary for Internet Explorer 11+, which is about 3% of the market. (To learn more about WebRTC browser compatibility, click here.) Because of the growing presence of WebRTC and real-time communications, i-Comm Connect continually improves and innovates our product to stay ahead of the market. 

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Topics: WebRTC, Click to Call, TACTAL, Customer Service

Connect Better.

A Blog about Customer Service, Telco, and UCaaS.

i-Comm Connect is committed to helping businesses connect better with their clients. We believe in the power of live, instant communication to attract, close and retain loyal, satisified customers. 

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