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When building call flows, it is easy to think of the everyday situations, like who is part of which hunt…
Crisantos Hajibrahim of Prodoscore speaks about some pitfalls that may arise in the formation of your UCaaS sales approach. “One of the things…
Employing UCaaS technology in your business may seem like a great choice to save money by offering predictable telecommunication costs,…
How large should your company’s portfolio be? How many services are the right number to offer, and at what point…
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…
The move from traditional systems like the public-switched telephone network (PTSN) is in progress, and some enterprises have moved to…
Call recording has been a component of office phone lines for decades. Useful for gathering information about the calls themselves,…
Brian Ficek, director of Channel Sales at Bigleaf Networks talks about how they work with Managed Service Providers. An MSP most often…
At the 2019 Comptia show in Las Vegas, I had a chance to catch Rory Jackson, IT Consultant at Syber…
Mortality and Morbidity Reports are used in the medical field to analyze the underlying causes of a patient’s death. While…
We all know the number of homes with a residential landline is shrinking, due to a variety of factors. Despite…
When calls are placed across the Public Switched Telephone Network, the carriers which connect that call from the originating party…
When any new technology emerges onto the market, it arrives in waves. Early adopters get access to the features first,…
The role of the UCaaS provider is frequently as a technology broker – to offer and provide a suite of…
According to IDC, enterprise spend on Communication Platforms as a Service (CPaaS) is forecast to grow from $2 billion in 2017 to…