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Cloud communication trends and insights from industry experts

20 Customer Service Metrics You Should be Monitoring Closely in 2022

Customer Experience

Mile Zivkovic

November 29, 2021

20 Customer Service Metrics You Should be Monitoring Closely in 2022

The importance of a company’s customer service department cannot be underestimated as customers really are the lifeblood of any business, and making and keeping them happy will make or break your business. But how do you really know how well or poorly your customer service department is doing? How do you know what customers are truly thinking or how...

The importance of a company’s customer service department cannot be underestimated as...

Hosted Phone System: Features, Pros, Cons & Top Providers

VoIP & Unified Communications

David Stegon

November 25, 2021

Hosted Phone System: Features, Pros, Cons & Top Providers

Businesses have long relied on phone systems known as private branch exchanges, or PBX. These systems switch calls between...

What is VoIP? The Ultimate Guide to Voice Over Internet Protocol

VoIP & Unified Communications

Katherine Stone

November 25, 2021

What is VoIP? The Ultimate Guide to Voice Over Internet Protocol

You’ve heard VoIP dramatically lowers operating costs, offers employees greater...

Call Center

Reuben Yonatan

November 24, 2021

What is Call Center IVR and How it Benefits Your Business

Interactive voice response (IVR) can offer a myriad of benefits to any business. But to a call center, this technology...

HIPAA Compliant VoIP: What It Is, Requirements & Top Providers

David Stegon

November 23, 2021

HIPAA Compliant VoIP: What It Is, Requirements & Top Providers

The Healthcare Insurance Portability and Accountability Act (HIPAA) provides consumers...

What is Conversational Commerce? Best Practices, Trends, Platforms

Chatbots

Sam Ruel

November 23, 2021

What is Conversational Commerce? Best Practices, Trends, Platforms

The online market for goods and services has been in a state of constant competition for...

UCaaS

Moshe Beauford

November 23, 2021

Ericsson Enters UCaaS, Acquiring Vonage for $6.2 Bn

Telefonaktiebolaget LM Ericsson, more commonly known as Ericsson, is a name you have likely heard before. It is one-half of...

Verint Intros Real-time Agent Assist Capabilities

Customer Experience

Moshe Beauford

November 22, 2021

Verint Intros Real-time Agent Assist Capabilities

Agent assist software is not novel; it has stood around for years to varying degrees. Some have done it better...

Top 10 Small Business Phone Services for 2022 Starting at $12/mo

VoIP & Unified Communications

Reuben Yonatan

November 19, 2021

Top 10 Small Business Phone Services for 2022 Starting at $12/mo

Small businesses are embracing future-forward business VoIP telephony solutions to...

Mitel vs RingCentral: Comparing Features, Call Quality & Pricing

VoIP & Unified Communications

Reuben Yonatan

November 19, 2021

Mitel vs RingCentral: Comparing Features, Call Quality & Pricing

Both RingCentral and Mitel have been around for more than two decades, with each one...

Call Center

Katherine Stone

November 18, 2021

What is Call Center Management? Best Practices & Strategies

Effective call center management means happier customers, more productive agents, and...

Zoom’s Looking to Make Virtual Education, Simpler for Everyone

Video/Web Conferencing

Moshe Beauford

November 17, 2021

Zoom’s Looking to Make Virtual Education, Simpler for Everyone

Last week, Zoom announced new and soon-to-be features aimed at educators and students....

Salesforce Introduces the World to ‘the New Slack’

Team Collaboration

Moshe Beauford

November 17, 2021

Salesforce Introduces the World to ‘the New Slack’

Slack Frontiers 2021 ends today. It is Slack’s global flagship conference, held virtually for the second year in a row,...

Contact Center vs. Call Center Software: A Detailed Comparison

CCaaS

Katherine Stone

November 17, 2021

Contact Center vs. Call Center Software: A Detailed Comparison

Call center and contact center software ensures your agents are able to meet or exceed ever-evolving customer expectations. But...

30 Customer Service Skills That Your Business Needs to Thrive

Customer Experience

Mile Zivkovic

November 16, 2021

30 Customer Service Skills That Your Business Needs to Thrive

Now more than ever, world-class customer service is essential for the survival of any brand. Companies around the world are...

Top 10 Five9 Alternatives and Competitors in 2021

VoIP & Unified Communications

David Stegon

November 12, 2021

Top 10 Five9 Alternatives and Competitors in 2021

Five9 is a leading provider of all-in-one cloud-based software solutions for high volume call centers. Founded in 2001, Five9...

Intelligent Virtual Assistant (IVA): Benefits and Use Cases

David Stegon

November 11, 2021

Intelligent Virtual Assistant (IVA): Benefits and Use Cases

Anyone who has called out “Hey Siri!” or “Hey Alexa!” has used an Intelligent Virtual Assistant, or IVA. These amazing...

Leveraging Blockchain Technology to Combat Spam Calls

Business Insights & Tips

Moshe Beauford

November 10, 2021

Leveraging Blockchain Technology to Combat Spam Calls

A recent survey conducted by cloud-phone performance management service provider; Hiya, found that three out of four Americans...

Net Promoter Score: How to Calculate, Measure + Improve It [Formula]

Customer Experience

Mile Zivkovic

November 09, 2021

Net Promoter Score: How to Calculate, Measure + Improve It [Formula]

Customer loyalty is an absolutely essential part of every business as it can boost...