Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, and AI-driven intent to connect callers to the best agent, reducing transfers and callbacks. Measurable wins include…
Key takeawaysAndroid has limited native call recording capabilities; alternatively, you can download a third-party call recording app or use external devices to record phone calls.Call recording is tied to state-specific…
Nextiva and RingCentral are two of the best VoIP phone systems on the market. Both VoIP solutions are reputable, reliable and provide similar business communications solutions, which makes it tough…
While searching for the best IVR solutions, I prioritized ease of setup and use. I deliberately avoided IVR systems that require on-premises deployment, lengthy implementation times, and ongoing maintenance. From…
Cloud contact centers connect agents with customers across multiple channels, including voice, email, SMS, social media, live chat, and more. Cloud contact center platform API management plays a critical role…
The simple network definition: a system that links other subsystems together and allows them to share information and resources. Computer networks are the technology interconnecting software, allowing you to do…
Accommodating your customers’ communication preferences is important, especially as your business grows. This means supporting them via social media, website forms, live chat, SMS, traditional phone support, and any other…
Confused about network security keys? You’re not alone. This guide includes step-by-step instructions on how to find your network key for the four most popular digital devices. Here’s a quick…
Contact center migration is the process of moving from on-site infrastructure to a cloud-based system, including software, data, and services. This shift allows companies to offer secure communication for remote…
Before you go and spend a ton of money on some “next-gen” network security solution, make sure you have the fundamentals locked down. Nearly one-third of businesses suffered a data…
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