How are you maximizing your outbound dialing? While call center technology, like predictive dialers, increase your chances of making contact, this type of technology can be costly. According to research done by Forrester, live agent communications cost $6 to $12 per interaction. When you automate processes, you reduce this price significantly. This is why many businesses opt to use technology...
SIP is one of the cornerstones of business VoIP; you need it to make calls since it creates and maintains connections to the other party. With it, you don’t need extensive hardware for outgoing and incoming calls; everything is done using simple computers, SIP endpoints (SIP and VoIP phones and associated communications devices), and the internet.
SIP calling allows you to reach customers...
The worst thing that you can do as a call center manager is to rely on guessing games when building leads. While newer call centers on newer projects may have to do a little guesswork when it comes to building customer relationships and leads, you don’t want to rely on randomization to achieve success. For this reason, you must identify who your most reliable buyers will be, and this is why...
Vonage, which is known as a global leader in cloud communications, has announced that Vonage Contact Center offerings will be expanded to include seamless integration with Microsoft Dynamics 365. With this integration, businesses will have access to six call center software applications that are designed to assist in sales, customer service, finance, field service, project service automation, and ...
Customers expect far more than they did a decade ago. Do they prefer to be contacted by text? How about social? Would they prefer a more self-service experience? Your goals are important, but they also need to align with customer expectations, and handling customer points of contact internally helps ensure a streamlined experience. For this reason, many businesses are opting to use CCaaS (contact ...
We’ve all heard it before: “For English, press 1. Para español, oprima 2,” or “Press 1 for sales.” These are both examples of auto attendant, which are also sometimes referred to as digital receptionists or virtual attendants.
Auto attendants are valuable for companies because they serve as a type of call management that ensures that callers get to the right department quickly. In ...
Zoom has become a household name as an HD video conferencing platform, but not many know about its business VoIP service, Zoom Phone. This business phone system packs in several useful dialing features and comes in at two very reasonable price points that are SMB-friendly. However, is the service itself any good?
In this guide, we’re going to take a close look at this VoIP service so that...
How are your customers reaching you? Gone are the days when customers solely reached out to brands via voice channels like traditional PSTN landlines. These days, customer EXPECT brands to be reachable by a variety of channels, and an increasing number of companies are using enterprise VoIP solutions that add communications to their mobile applications.
Does this mean that the brand’s...
As a result of the advent of cloud based call center software, more companies are opening their own contact centers without the extensive hardware requirements of non-cloud-based models. These contact centers are convenient for bringing customer contact in-house. As we stated in our recent state of the contact center guide, cloud contact centers are 27% cheaper than on-premise models.
Today,...
