Trip to Hidden Paradise – Hunza Valley

To recap, I mentioned in my previous Blog Trip to Hidden Paradise via Naran that we divided our trip into two short trips. First was to travel from Lahore, Punjab to Naran, KPK, and Second one was from Naran, KPK towards Hunza Valley, GB.

This is the continuation of my Trip to Hunza Valley from BabuSar Top onwards. For about 45 Minutes, you’ll finally reach to a level where steep descend will be low enough, but you will keep going on the Winding road further.

One thing you will notice as you Enter in Gilgit Baltistan area after Khyber Pakhtunkhwa, the colour of mountains change.

After driving through for an hour and half on N15, we joined Karakoram Highway N35 along with Indus River.

Right at that point, Chilas is at your left side, and on your right, it’s your further trip down towards Hunza Valley.

While we were on N35, we witnessed Marvellous and Beautiful Peak Nanga Parbat at 8126 meters high, and 8th highest peak in the world.

On N35 after about 1 hour and 15 minutes, you will reach to a point called Raikot Bridge, which is Gateway point to Fairy Meadows and Nanga Parbat over Indus River. You will notice lot of Jeeps and a Resort which I will not recommend you to stay, at even for lunch or dinner, due to their worst customer service and hotel services.

After travelling through further 35 to 45 minutes, we reached at The most Historic point at Jaglot, called Indus-Gilgit Confluence. It’s where The three Mightiest Mountain Ranges of the Himalaya, Karakoram, and Hindu Kush come together in Pakistan at the Confluence of the Two Rivers, namely Indus River and the Gilgit River

After further 45 minutes or 50 Kms worth of travel , we reached at Gilgit, which is Capital of Gilgit Baltistan Province of Pakistan, but we didn’t stay there. Gilgit was on our right side and we kept going further straight on N35.

After 1 hour and 30 minutes, we reached at Rakaposhi View point, from where we could clearly see Mesmerising Rakaposhi Peak. It is 7,788 meters high which makes it 27th highest peak in the world and its known as Mother of Mist.

From here onwards, there’s only 1 hour left to our Hotel destination Hunza View Hotel (HVH) which was at Karimabad. It’s one of the old Hunza Valley Hotels, with a history. As soon as you enter the hotel, you’ll soon realize that you have entered at a Tourist spot. It’s a 3-star hotel at a very prime location from where you could view Peak of mountains from your Balcony.

We were so tired that we all slept after having early dinner, and woke up early in the morning, greeted by the beautiful Hunza Valley mountains.

We had a plan to visit Altit Fort and Baltit Fort, hence we reached to Baltit Fort first. Altit Fort is about 1100 years old whereas Baltit Fort is about 900 years old Fort. In earlier days the area was built between different states with different rules and they had many wars among them too.

At Baltit Fort, we were shown multiple sections of it. There were two chambers, one on roof top with all of kings advisors used to sit for meetings. The other place is where queen used to sit and resolve women issues there.

Hunza has Literacy rate of more than 77% and famous for Apricots and Cherries.

After visiting Baltit Fort we had delicious Cherries from Morning Glory Restaurant which is famous for Apricot and Cherry Juices.

Tip: One thing you must remember that these Forts are built on mountains, so when you go up on Baltit Fort, it’s a steep hight and lots of stairs. If you’re not physically strong, then you may not be able to reach Baltit Fort. There are few Jeeps available for Older, sick or children to take them up there.

Our next destination was to stay at Eagle nest Hotel which is on Duikar mountain peak. It is about 25 min to 35 minutes drive upwards from Karimabad with 8 to 10 very steep turns.

Once you get there, its a whole new world you can see from the peak with mesmerising and splendid Valley views.

Best thing about Eagle Nest is it’s View. we could see Lady finger peak on our one side, Golden peak on the opposite side, Rakaposhi Peak at the north and Ultar peak at the south.

There are couple of shops around eagle nest from which you can buy local made goods. We witnessed during Sunrise Golden Peak with Gold colour on it.

After our stay at Eagle Nest Hotel, our next destination was Atabad Lake.

We traveled through Karimabad, and crossed Karakoram Highway Tunnels going through multiple mountains, which were built after Atabad lake blocked the Karakoram Highway Road.

Karakoram Highway tunnels are a symbol of Pakistan China Friendship which helped not only transportation but many Locals who had to cross through Boats. Now you travel the entire long lake distance through Karakoram Highway Tunnels which are about 5 of them spread across 24 km (15 mi) from multiple mountains.

Tip: Please note that Google Maps will not show you Tunnels, so don’t worry about it and follow signs towards Atabad and Passu.

We reached at Beautiful Atabad lake after travelling from Karimabad for about 30 to 45 minutes. It comes at your left side of it and it made me stop my car to take a picture, as I have never seen any lake like this before due to it’s natural parrot blueish green colour of it.

Atabad lake is long lake which got formed due to major land sliding on Hunza river. Once you’re out of tunnel, there’s a spot at Shishkat for water sports which is on Atabad lake, that includes boating, Fishing and Jet skies.

On our way through towards Hunza Valley, we could see Beautiful Passu Cones.

On our way, we saw Hussaini bridge, which is a very old hanging bridge, connects  made on top of Hunza river which connects Zarabad Hamlet to Hussaini Village. We crossed by it and saw mesmerising Passu Peaks right in front of us.

There’s a road on Left, if coming towards Passu from Atabad which leads towards Borith Lake.

Tip: The road is very thin with steep turns of approximately 10 minutes. If you’re not an expert in driving on dangerous tracks, then you can call Borith Lake Resort to have their Driver, drive your car or in their Jeep up towards the Lake.

Once we reached at Borith Lake Resort, it was A Heaven in Heavens. We stayed at Borith lake hotel and resort for further three nights. Our rooms front view was a lake view surrounded by mighty and beautiful Ultar Peak and Shispare Peak.

In our surroundings we could see Passu cons on our right, and slightly on its further right there’s Gulmit peak with Gulmit Glacier and Ghulkin glaciers.

Borith Lake resort is very beautiful, clean, with fresh water. The colour of lake is so pure, that after enjoying Atabad lake, it was another master piece. Resort management was very friendly and their quality of food was amazing.

Khunjrab pass from this lake is around 110 km which can be covered in 3 to 4 hours approximately to it one way.

Locals told us that they do see Snow leopards at the other side of Borith lake rarely, and as Wild Life Rules became stronger there, they now see increase in snow leopards. Along with it local community also promotes preservation of Wild life there. They have seen last year about 250 to 300 IBEX (Mountains Goats) which is an increased number from past couple of years.

We stayed in Hunza for a week which ended too soon for us. I personally never wanted to leave such beautiful paradise and I’d love to come back here. The next morning we left at 5 am from Borith Lake, and continued our journey to Naran the same way we came from Lahore.

Tip: It is recommended to leave BabuSar Peak maximum by 2 pm as there’s 4 hours distance from BabuSar Peak to Naran KPK. 

We have seen 5 different colours of water in Rivers and Lakes throughout the Trip from Grey, Brown, Blue, Sky blue and Green.

If you liked my blog then you may like blog to Naran Valley as well.

Did you find some great Tips and useful information in this Blog? Please do write us If  you have visited Hunza Valley or Kaghan Naran Valley before, if so how was your Journey and what was your favourite Spot?

P.S. If you enjoyed this post, I’d be very grateful if you’d help it spread by using Share buttons on your preferred social platforms. Thank you!

What makes this quote Inspirational?

In recent talk on Inspirational Leaders journey at IBEX, I shared my favourite inspirational quote which has helped me take leaps in my journey. I’d like to mention why over the years, it has become my favourite one.

First of all, it’s such a Complete quote that it provides you guidance for every life experience you go through on daily basis.

Never Regret A Day in your Life
Good Days give you Happiness
Bad Days give you Experience
Worst Days give you Lessons
And Best days give you Memories

Never Regret a day in your life, which means that do not take any day for granted. It always have something for you which you need to know what that is.

Good days give you Happiness, If that day was Good, then it will give you happiness, fun and joy.

Bad days give you Experience, which means with bad day, you get to know how one feels to be in that experience, so you get a chance to build your perspective for better judgement.

Worst days give you Lessons, means that having worst experience means you’re definitely going to try and not repeat the same. Hence it always let you think through how you can avoid it in future, and what can you do to improve it.

And best days give you memories. which means we should build memories only on best days to stay positive in our lives. If we feed negativity in our memories, we’ll often come up with negative responses, even to positives. Best to keep them in your memory for positive perspectives about life.

Hence, always be thankful for what you have. This is what I take as positive thought about this, that no matter what day you have, be thankful to what you have.

Trip to Hidden Paradise – Hunza Valley via Naran

Pakistan is a naturally rich Country in South Asia, with all types of seasons available, with many Beautiful and Stunning Paradises. This time around I managed to visit this hidden Paradise at Hunza Valley, in Gilgit Baltistan Province of Pakistan and along the way I explored mesmerising Kaghan Valley, Naran Valley, Saiful Malouk Lake, Lulusar Lake, BabuSar Top, Hunza Valley, Gilgit, Passu Cones, Borith Lake, Nagar Valley, Karimabad and Atabad Lake.

We divided our long journey trip into two trips due to long distance from Lahore, Punjab to Hunza Valley, Gilgit Baltistan which is about 943 km or 585 miles and straight 18 hours travel time by road.

First trip was to get to Naran and stay there for two nights and then second trip was to move on towards Hunza Valley from there and return.

I did some planning effort before going to trip which is very essential, even though many people will claim to chill and not worry about it, but it’s important to do so to be well prepared for any unforeseen issues and to gain maximum out of this lovely time especially if you’re travelling with families.

My checklist includes following:

+ Validated all the forecasts from online weather forecast of all destinations.
+ Kept warmer clothes with us due to weather forecast.
+ Checked nearby hotels and their locations to shortlist them.
+ Reserved our nights already at our hotels.
+ Made a list of items, I packed with me to know what I’m bringing and what I missed.
+ Got my car tyres checked which I had to upgrade, so I did.
+ Got done regular maintenance on my car to ensure there aren’t anything that left unchecked.
+ Bought some snacks and drinks already locally with some preserved food items.
+ Brought extra shopping bags with us so I could put trash in them.

Please note that wherever you go, you must keep your trash bags with you so you could throw trash in them, instead of ruining the beauty of that place. We have seen so much trash at the banks of lakes, resorts and Mountain treks which is heart breaking and frustrating at how people have misused the God gifted paradise.

Our Trip started on the early morning at 01:00 am on 22nd June, 2018 with clear skies from Lahore, Punjab by road.

We started our journey through lush green M2 Motorway, all the way through beautiful Kalar Kahar and Salt Range mountains. I must share that Khewra Salt mines are second largest Salt Reservoirs in the whole world.

We kept driving straight towards Peshawar via M2 Motorway to M1 Motorway, and around Hassan Abdal area, after crossing Burhan interchange, we took left Exit towards E35 Hazara expressway.

At about Shah Maqsood Interchange, we took turn towards N-35 National Highway at around 7 am in the morning.

This highway led us towards beautiful Abbottabad and Mansehra cities. It’s important to mention that N-35 goes through the Abbottabad city, hence you should try to go through the Main city before 8 am in the morning or in between 10 am to noon, to avoid peak traffic.

Before entering Mansehra city, there’s Zeeb Town from where you’ll take right turn towards Balakot on N15. There’s another alternate route as well which passes through Mansehra City, but we took this N15 Highway route to avoid City traffic.

When you cross initial patch of the N15 route, there’d be slightly rough patch (Which may not be in your case) in start for about 5 minutes, and then the road is in Good condition towards Balakot.

On the way to Balakot, you’ll witness Mansehra city on your left spread out all across and mountain on your right.

Mansehra City by

After driving round and round of about 30 minutes’ drive, you’ll reach to Balakot. If you see any car or someone having a quick stop on the way, for the most part, it’s due to motion sickness caused due to very steep rounds.

Once you reach Balakot, you will see the first glimpse of Kunhar river and you will absolutely want to stop your car for that breathtaking view with mountains at the back.

Balakot view by

We stopped our car for a quick breakfast at the hotel at the bank of Kunhar river, at around 8:15 am. There are several resorts and restaurants you can pick from based on your preferences. They will serve you breakfast at the bank of Kunhar River which makes the breakfast experience even better.

Kunhar River by

From there onwards, we crossed Balakot which is located at the bank of Kunhar River. After crossing Balakot, you’ll reach to another paradise called Kaghan Valley, which is 155 kilometers long, rising from an elevation of 2,134 feet to its highest point, the Babusar Pass, at 13,690 feet.
It was perfect timings in the morning with sun behind green mountains and Kunhar River passing by the valley.

After traveling for an hour or so, you’ll reach to Kiwai, from where if you would like to take a tour towards Beautiful Shogran and Siri Payee. There would be Lot of Special Jeeps available to take you for the ride.

We continued to move as we our base camp was in Naran, as we moved forward, we reached Kaghan town on the way. We took the couple of lush green beautiful mountain pictures with a quick stop for ten minutes.

Kaghan Valley by

As we moved further for an hour, we reached Naran town around 11 am. We were not surprised at how Naran town was built past few years with lots of Hotels and Restaurants on the sideways. We crossed the congested strip of Hotels at Naran and took right on Saiful Malouk Road towards our Hotel.

The next morning, we took a Jeep ride towards Most beautiful and Amazing Saiful Malouk lake.

Saiful Malouk Lake is located at an elevation of 3,224 m (10,578 feet) above sea level, with a last known depth of 50 ft.

You could see highest peak in the area at the back of this lake called Malika Parbat which is 5,290 metres (17,356 ft) high.

My view of Saiful Malouk by

After coming back from Saiful Malouk Lake, we took a quick rest and went towards the Rafting point at Kunhar River, located on Karakoram Highway N15 towards Lulusar Lake. We went back from Saiful Malouk Road towards Naran (Town) and took right towards Babusar Top. The spot for Rafting was only 15-25 minutes’ drive on N15 Highway.

Saif ul Malouk and Malka Parbat View at

Tip: Before you go for Rafting, make sure you have dry shorts/bathing suit, sandals with straps, and wet suit boots. During Rafting they will get your signature for disclaimer, given you all precautionary instructions and provide life jackets too.

We loved every bit of Rafting adventure with our cousins. We wanted to do it again, but it was already sunset so we had to mark that for next time.

Next stops in our to do was to check out Lulusar Lake and Babusar Top, also known as Babusar Pass which is located at elevation of 4,173 metres or 13,691 feet. They both are on same N15 Highway going towards BabuSar Pass.

The next morning, we left at 6:00 am sharp towards BabuSar Pass, as we had to reach to Hunza Valley before sunset. We planned to see Lulusar Lake and Babusar Top on the way, hence started early to have enough time at those spots too.

Tip: Please note that there are lot of Open Fuel / Gas shops, which are selling at their own rates, so in case you get stuck, you still have a chance to buy extra gas or fuel from them.

As you go on N15 highway towards Babusar Pass, you’ll witness lot of breathtaking sceneries with Kunhar river flowing with you. You’ll also see herds of mountain goats passing by too.

After an hour and 30 minutes on N15 highway, we reached to magnificent Lulusar Lake which is located at 3,410 m (11,190 ft.), is the primary headwaters of the Kunhar River. It flows southwest through the entire length of Kaghan Valley passing Jalkhand, Naran, Kaghan, Jared, Paras and Balakot until its confluence with the Jhelum River. It is located about 48 kilometres (30 mi) away from Naran and is accessible by any kind of vehicle.

Lulusar Lake by JawadAbid.coml,

We could see reflection of Sky and mountains on the mesmerizing lake. We took a couple of pictures there while we stopped there for fifteen to twenty minutes.

From Lulusar Lake, it took us about 45 minutes to 1 hour, to reach at BabuSar Top. It got colder as we went close to BabuSar Top and if temperature decreases enough, you could see snow fall there too quite often. As soon as we reached to BabuSar Top, we could see all the peaks top from there and rightly so stopped to take few clicks.

We stopped at BabuSar Top for few pictures and some snacks. There’re some tuck shops and temporary restaurants to entertain you with food. E.g. you could order tea and pakoras there.

Babusar Top os located at an elevation of 4,173 meters or 13691 feet along the Kaghan Valley, connecting Khyber Pakhtunkhwa with Gilgit Baltistan province of Pakistan. It’s the highest peak that is accessible through cars and jeeps.

This range of mountains flanks the right bank of the Kunhar, contains a peak Malika Parbat of over 17,000 feet, the highest in the district.

From this point onwards, Chillas is 40 Km, Gilgit is 180 Km, Khunjrab is 384 km, Kashghar is 802 Km, Tashkent is 1866 Km and Beijing is 5252 Km.

We left immediately as we had to reach to Hunza Valley before sunset and had a planned lunch at Chilas.

Tip: If you run into flat tyre, there’s a small tyre shop next to BabuSar Top towards Chilas 5-10 minutes ahead.
There’s a very steep drive from Babusar Top towards Chilas, so you must drive your car slow in lower gears and take a break after every 15 to 20 minutes to cool down breaks and tyres.

If you enjoyed this post, I’d be very grateful if you’d help it spread by sharing through Share buttons on your preferred Social Media platforms. Thank you!

Please read through my next Blog for Later trip from BabuSar Top to Hunza Valley, Gilgit Baltistan.

How Intelligent Routing can Reduce Cost

There are many factors on how to improve Customer service and Employee experience but one factor that’s not getting considered the most yet is the Last minute Routing factor. Even in our daily lives, if you get something out of the blue at the eleventh hour, it’s considered as not the best way to handle it.

In enterprises or contact centers, where per resource has to deal with about more than 100 or more calls in one shift or 50+ support tickets, you have to ensure that they are not given calls or tasks when they are about to leave the shift or going to their scheduled breaks. For a minute, Imagine case where you’re sending call or interaction or Task to your agent or employee right 30 seconds before scheduled logout time or scheduled break. That customer is likely not get great or satisfied customer service as employee would be in a hurry state at the back of mind to wrap it up as soon as possible, whereas the focus should be for first call resolution, Accurate resolution, quick turn-around, up-selling and to go either extra mile to maintain great Customer Experience.

To ensure you’re sending calls or interaction or tasks with consideration of employee schedule, you need an intelligent Routing Engine that has strong integration between Automatic call distributor (ACD) and Workforce Management Platform.
The key here is that your call center or contact center Routing solution should optimize best resource available with consideration of resource schedules which are created based on forecast.

With such insights, your routing engine will automatically adjust routing calls or interaction to employee who just came on shift as opposed to sending it to someone about to leave with customized thresholds based on service level or key performance indicator.

Insights into workforce schedules gives routing engine to intelligently distribute workload through customized business objectives to your needs.

That way you will have employee leaving on time and be replaced with next resource efficiently. At the same time it avoids cost of unnecessary adjustments on overtime and employee retention.

Complex schedules and last minute changes impacts Employee engagement which is critical element for seamless customer experience.

As an example, you can set a routing rule that do not send calls, if the agent is about to leave shift in less than 60 seconds, as your AHT or Average talk time is around 5 minutes.

The same can be applied for scheduled breaks or scheduled huddles or meetings.

This can also vary from the nature of line of business you’re currently working on. For sure, Sales team may have different targets and Average handle times (AHT) to meet as opposed to Technical Support.

For more details, write me your suggestions or feedback whether this makes sense to Improve customer experience and employee experience.

Top Five Common Mistakes in Capacity Planning

Capacity planning in Information and Communication Technology is the process of calculating IT infrastructure, software and communication systems production, which is needed to meet, keeping together multiple factors to get the work completed efficiently without any hiccups.

Effective handling of Capacity Planning helps achieve the Stability and Successful Service delivery of their IT, Software or Contact Center Infrastructure.

Every now and then Capacity calculations are required periodically to keep up to date System performance in check. But there are number of flaws seen in it from time to time which causes poor performance of systems and poor customer experience.

1) Platform Understanding

Before calculating Capacity for any Software or system you must know the resources in use by it such as Inputs, incoming, outgoing, type of transactions, calculations and what the output of the platform is. Once who, what and how gets answered, then first step gets completed.

The other factor to consider is your service level factor. Service levels are calculated based on the service you’re providing in an agreeable time period or limits.

It has been observed many times that software or systems are deployed without calculating its load and impact, which causes poor performances for end-users and customers, which is perfect recipe of poor customer experience.

In a contact center environment, if you have to calculate the load on ACD system then you take in account the Calls or contacts it gets on day to day basis, with duration in multiple interval base as a base report. On top of it you forecast for next three to six months, how much Call load and Seats are expected.

Similarly on Software level, you analyze how much requests it gets from end-users including clients on Application layer, engine layer and database layer (if any) in order to know what’s needed to be achieved. After initial understanding, you forecast the number of requests and expected output for forecast time period.


2) Accurate forecast

Accurately forecasting on platform is another factor which are often missed. Forecasting is done based on current utilization of Software, Application or Platform at multiple levels. It can be carried out on new trend in market being created by Marketing and Sales team, or through new launch or product or new upgrade on the platform too. The other key factor to consider is the peak volume.

Forecasts can be generated through automated platforms and these reports must be regularly reviewed to ensure that Capacity is up to the mark.

There are often change requests on the systems, and teams planning on them, sometimes do not consider sizing effort from resource on System and workforce point of view.

Adding new calculation within the system or adding new promotion may or may not impact the Service delivery or service levels, which should be intelligently calculated.


3) Monitoring Platform

One of many mistakes, organizations make is not having an effective monitoring system, which should be in place to calculate load and peak values with some analysis. That insight provides IT to proactively prepare systems or software accordingly.

In some cases, they have monitoring system but it isn’t calculating everything from cradle to grave. One should make sure that monitoring system should be able to calculate and take into consideration all values. Having very basic monitoring solution cannot provide enough insight timely to support or save time for customers in the outage hours.

Better monitoring systems can provide Proactive handling of problems and can generate support tickets automatically through proactive APIs which can be configured within your ticketing/support system.

Without having a monitoring system, you’re basically driving a car without knowing how much fuel or what speed you have.


4) Timely Reviews on Capacity

The last major factor is that once capacity is calculated and system is running fine, but you have to keep in mind that you should be able to review the trends from past months or year and consider forecasts in that Capacity Review. It could be monthly or quarterly but has to happen to ensure that systems are upto date and able to sustain for any new stuff.

One of the examples is the virus you get to know, and for that you have to apply patches in timely manner to ensure lesser damage.

The same way you have to make sure your system is running up to the mark and is ready for production for next three to six months.

If it’s a web application, you should be able to review:

+ How much load it had in last six months?
+ What was the response times on those?
+ How much downtime was on them?
+ Whether was it within service level or not?
+ Adding new physical site in next three months will add more human-resource, and will it impact?


5) Communication between stakeholders

As I mentioned earlier, the communication within the organization related to promotions and increase in the end-users should be well communicated with IT or Production system owners.

That way they can forecast the capacity needed, licenses needed or more specifications needed to cover the support and growth.

As IT is the driving factor in growth, they are second important team to know about the promotions to ensure that they are ready to support.

Many in sales, customer service teams do not consider seeking input from IT or engineering teams, rather they speak to them after they have made the plan and in some cases, after launch which really is a worst way to start promotion or expect a better Service level.

All of the above five major steps if done right, can no longer cause outages or problems to your clients due to Capacity. Capacity planning help improve your customer experience, growth and employee experience.

Fantastic Four to Improve Customer Satisfaction

In today’s world, Business Process Outsourcing industry is flourishing with support from many large organizations focused on lowering Operating Cost. In many cases, Customer satisfaction becomes tough to sustain if they do not comply with Fantastic Four.

Right resource, with Right information, at Right time, using Right solutions.

Every organizations must focus on Fantastic Four which can be their driving force in the Customer Service Industry.

Keeping in view, most BPO Organizations, if not 80%, 60% of them are relying on Ineligible cheap labor, immature Open source solutions, Poorly designed Infrastructure and Poor attrition rate due to dissatisfaction of employees, are highly unlikely going to Improve Businesses.

Right Resources are the ones who are vastly skilled, knowledgeable and experienced. Without them, indisputably organizations find it tough to keep customer satisfaction and service levels well under control. Without right and skilled resources, first call resolution ratio becomes very low even in simple queries. Organizations must focus on retaining experienced resources with benefits for a long term as they become real asset for the success.

Empowering resources with Right Information during customer interaction through personalized interaction definitely adds value to pleasant customer experience. Unavailability of complete information or finding it through manual processes, undue hold times and delay in providing right answer gives a significant blow to your customer service. Knowing customer during the call and having history of previous calls or tickets help resource position organization much better.

Right Time is when resource is able to give answers instantly and accurately. As soon as customer satisfaction is achieved, it allows resources to up-sell or cross-sell. Without having customer satisfaction or having unhappy customer, it becomes difficult to increase customer loyalty or customer retention. Organizations must focus on information to be available instantly right from the moment you hear customer through the right set of processes and tools.

Right Solutions means to have proven world-class, creative, robust and innovative solutions in place. It becomes difficult for organizations to improve customer satisfaction, improve first interaction resolution and able to make more sales, without right solutions. Market leaders with proven technologies understand what features are needed through their market research from over decades. Without the right features it becomes hard for customer service teams to utilize them effectively. One of the big examples is with integrated Computer telephony interfaces and self-service which cut overhead costs compared to traditional PBX/hardware based platforms by miles.