Imagine your phone rings and you answer it to find absolutely nothing on the other end—no voices, background noises, or static of any kind. This…

Call masking is a service that allows you to replace your phone number temporarily with a stand-in or proxy number. Often a standard feature of…

A good business makes a good impression—and for many organizations, the first touchpoint they have with customers is through their interactive voice response (IVR) menu….

Most successful business owners know the importance of hiring people who both specialize in their roles and can collaborate effectively with their colleagues. The same…

If you’ve ever worked at a call center, you know the conversation of KPIs and performance metrics is never-ending. At a certain point, it just…

UDP (User Datagram Protocol) is a transport layer network protocol that provides a fast and efficient means of transmitting data. It doesn’t always provide a…

UCaaS and CPaaS are two cloud-based solutions that aptly meet modern communication and collaboration needs. Both enable audio, video, and chat conferencing as well as…

When it comes to managing inbound calls, businesses often debate between answering services and call center services. On the one hand, you can route calls…

If you’ve noticed that most IVR (Interactive Voice Response) scripts sound the same, that’s because, well, they are the same. This isn’t by accident. There’s…

Call center quality assurance (QA) is crucial for the success of any contact center, no matter its size or industry. Implementing call center QA criteria…