When you speak on the phone, it’s natural to believe that it’s a private conversation between you and the person on the other end of the line. However, do you know what mechanisms are employed to deliver this confidentiality? And how confident can you truly be in these security measures? Lately there have […]
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Average Hold Time (AHT), also known as on-hold time, is a common contact center metric which measures the average time a customer spends on hold before speaking to an agent. The average hold time helps measure efficiency and customer response rates. For a positive customer experience, it is important that a customer spends less
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Robocalls are an everyday annoyance for the majority of Americans. In June, more than 4.3 billion robocalls were placed. The high volume of robocalls is affecting trust in voice calling, damaging the chances of businesses engaging with customers. Robocalls are not the only type of unwanted call. The category also includes fraudulent (scam) calls, as
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The aftershocks of the COVID-19 pandemic continue to rock the global economy. Following the shutdowns of 2020 and the supply chain challenges of 2021, another wave of disruptions is now breaking over businesses around the world: rising input prices. Wherever you look, the prices of essential materials, products, and services are shooting up at
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VoIP stands for Voice Over Internet Protocol. VoIP phones are designed to carry phone calls over the internet, instead of a landline. These phones can easily be connected to a modem or router using an Ethernet cable. A VoIP phone is any phone that makes and receives calls using the internet. Instead of a
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PCS VoIP SMS Overview In an increasingly mobile world, businesses need convenient and quick ways to connect and communicate with customers. Customers’ preference for using text messages to contact businesses is growing rapidly, and SMS opens up an essential communication channel using your business phone number. SMS protects your employee’s personal contact information, gives
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VoIP didn’t become a viable solution from the get-go. Its development required decades of research, experimentation, and technological evolution before it would become a mainstream option. In the past, VoIP struggled to prove its reliability, even with unreliable internet connection. Since then, the technology has improved dramatically, as have the methods and connections used to
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Because every Business should have a way to deliver extraordinary Customer Experiences. With Contact Center Essentials, agents and managers can more effectively address incoming voice calls, giving customers the outstanding experience, they deserve. What Is It? Contact Center Essentials is a streamlined, voice-only version of our award-winning Contact Center solution. Unlike its predecessor, Essentials
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