Call centers are at the front line of customer service and are expected to run at peak efficiency while maintaining a high call volume. There are many challenges in managing and operating a call center, one of them being securing inbound calling services that meet both current and future needs. Voice support serves as the backbone for the call center, and it is short-sighted for a brand to risk their reputation by exposing consumers to a substandard voice product. Management is constantly concerned with basic communication issues. Are callers getting a busy signal? Are calls being dropped? Is the voice quality satisfactory? At the same time, the concurrent call requirements have to be managed, to ensure sufficient capacity without wasting money on excess channels. Furthermore, in recent years, organizations have seen their customer base contact them not only through more media channels but also from diverse locations around the globe.…
Well-designed software and plentiful features are essential to having the best softphone: effective and useful. This is especially true of the user interface (UI), where all the necessary functions must…
The VoIP industry is booming, and this has created a significant demand for DID (Direct Inbound Dialing) services and choosing a DID provider has become harder. Very often,…
If you take a special interest in technology, then you’re part of a group of people that we call Generation T. Your need for information and data is increasing…
It would seem quite strange if, by now, you haven’t heard the term VoIP or VoIP technology before, considering it has been named nothing less than the most successful…
Are you interested in the VoIP industry and want to learn more about VoIP? There are plenty of VoIP books out there that come in all sizes and…
A A2P – Application to person ACD – Average call duration ASR – Answer seisure ratio B B2B – Business-to-business C CDR- Caller detail records CLI -Calling line identification CNAM – Caller…
Most businesses today have several incoming telephone numbers, each one used for a different purpose or department such as customer service, sales, marketing etc. Some companies even have…
“This call may be monitored and recorded for record-keeping, training and quality-assurance purposes,” is a message that probably all of us have heard before when calling a contact…
According to Technavio’s analysts, the Session Initiation Protocol (SIP) Trunking market is expected to grow at a compound annual growth rate of 18.23% by 2021. SIP Trunking is…
