Browsing: Customer Journey
Schedule call routing is a useful service that will prohibit calls from going to places such as hunt groups and…
When building call flows, it is easy to think of the everyday situations, like who is part of which hunt…
When building call flows, it is easy to think of the everyday situations, like who is part of which hunt…
Employing UCaaS technology in your business may seem like a great choice to save money by offering predictable telecommunication costs,…
As contact centers adopt more channels through which to communicate with customers and prospects, they would do well to reconsider…
Average Handle Time This metric is one of the most commonly used to rate an agent’s performance due to the…
Most often, people think of call queues and call centers as something that does a very specific thing. Frequently, this…
At the CompTIA show in Las Vegas, I caught up with Harry Brelsford of 420MSP, which specializes in finding opportunities for emerging markets.…
SD-WAN is changing the world for the average customer with its software defined approach and integrated QoS features. But I am…
When calls are placed across the Public Switched Telephone Network, the carriers which connect that call from the originating party…
In order to incorporate analog equipment, such as overhead paging, older style conference phones and fax machines into a VoIP…
Power over Ethernet, or PoE, describes a system that passes electrical current along twisted pair wiring, like that which is…
When any new technology emerges onto the market, it arrives in waves. Early adopters get access to the features first,…
Each vendor has a different catalog of product to sell, services to implement, and their own story to tell. Even…
When looking for a provider for your unified communications system, at some point you will be presented with some options…
According to IDC, enterprise spend on Communication Platforms as a Service (CPaaS) is forecast to grow from $2 billion in 2017 to…