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Consistent, high-quality customer service is a key element of a high-performing call center. The best way to ensure this is through call center quality monitoring. With it, you’ll gain insights into agent performance and improvement opportunities, thus helping you work toward a higher-quality bar overall. Types of call center quality . . . Read more
You’ve probably heard the phrase “seamless integration” if you’ve looked into buying business software. Vendors like to paint a pretty picture of contact center integration: just download, point, click, and voila. In reality, it’s not that simple. The one-click integration promise Integrating CRM data into your contact center platform isn’t . . . Read more
Softphone functionality allows tablets, laptops, and mobile devices to make and receive calls as if they were a traditional desk phone. It’s a VoIP option that lets people use devices they already own to handle calls from anywhere with an internet connection. This offers quite a few distinct advantages for . . . Read more
Installing a VoIP system for your business is a bit more complicated than the one you may have at home. Residential VoIP installation is plug-and-play — all you have to do is configure your adaptor, plug in your devices, and start calling. For a corporate VoIP setup, there are more . . . Read more
Ooma’s fast facts Starting price: $19.95 per user per month Key features: Virtual receptionist. Free toll-free numbers. Online faxing. Mobile app. Intercom and overhead paging. Ooma is a small business phone system that includes dozens of standard features with every plan. It’s a great choice for smaller in-person office environments . . . Read more
Since 1996, HIPAA has served as a legal means of protecting sensitive patient details. With the rapid increase of tech-based recordkeeping and communication, HIPAA regulations continue to ensure easy access to patient information while maintaining personal privacy. Many VoIP providers, including Nextiva and RingCentral, are themselves HIPAA compliant, but that’s . . . Read more
Conversational IVR uses natural language processing and automated speech recognition to understand what customers are saying, typically in the context of a customer support request. While conversational IVR has been available for over two decades, recent advances in AI have expanded the possibilities for intuitive, natural, and useful phone-based dialogue. . . . Read more
Unlike traditional or self-hosted IVR, cloud IVR offers rapid deployment and scalability advantages, making it an attractive option for businesses of all sizes. Cloud IVRs also offer a broader range of integration options, which makes them great for everything from making payments to providing personalized customer experiences. However, there are . . . Read more
Hosted IVR is a cloud-based solution that a vendor operates and maintains. The system resides on the vendor’s servers and is delivered over an internet connection, requiring no hardware or software on your end. That’s just one of many reasons hosted IVR is the ideal system for most companies. Here . . . Read more
Vonage’s fast facts Starting price: $19.99 per user per month. Key features: Unlimited calling and texting. Free number porting. Virtual receptionist. Intuitive admin portal. Communication APIs. Image: Vonage Vonage is an average business phone system if you just need something that supports basic calling and texting capabilities from your smartphone. . . . Read more