What is AI QA? - ACD Direct
AI QA (Artificial Intelligence Quality Assurance) is the use of artificial intelligence to monitor, evaluate, and provide insights on customer interactions.| ACD Direct
What Is SIP Trunking? The Complete 2025 Guide SIP trunking has become the backbone of how modern enterprises connect voice, video, and data across borders. It replaces outdated phone lines with flexible, cost-effective connections that support international telecommunications. For global businesses, however, making phone calls is only half the battle. The true challenges lie in… The post What Is SIP Trunking? The Complete 2025 Guide appeared first on AVOXI.| AVOXI
SIP Protocol Explained: How It Powers Modern VoIP and UC Enterprise voice today hinges on more than just uptime. It also requires agility, security, and complete control over how sessions begin, behave, and end. Session Initiation Protocol (SIP) makes that possible. It’s the backbone of modern Voice over Internet Protocol (VoIP) systems and cloud-based communications,… The post SIP Protocol Explained: How It Powers Modern VoIP and UC appeared first on AVOXI.| AVOXI
Porting US Phone Numbers for Business Efficiency (2025) When a business switches telecom providers, maintaining uninterrupted phone service and retaining existing phone numbers is crucial to avoid disruption. This critical need is why porting a phone number is essential. Porting ensures continuity across sales lines, support desks, and every customer touchpoint—keeping you constantly connected. While… The post Porting US Phone Numbers for Business Efficiency (2025) appeared first on AVOXI.| AVOXI
Computer Telephony Integration: What It Is and Why Contact Centers Use It If you manage a contact center, you already know the frustration of switching between multiple systems to handle a single customer interaction. Your agents have to jump from phone systems to customer relationship management (CRM) platforms, costing them precious seconds and context with… The post Computer Telephony Integration: What It Is and Why Contact Centers Use It appeared first on AVOXI.| AVOXI
AI Call Analysis: How to Improve CX, QA, and Team Performance AI call analysis helps you understand what’s happening on your calls in real time. It captures audio, converts it into searchable data, and uses AI-powered models to flag issues, track patterns, and surface actionable coaching moments. That’s a major advantage for contact center leaders… The post AI Call Analysis: How to Improve CX, QA, and Team Performance appeared first on AVOXI.| AVOXI
Hosted PBX vs. VoIP PBX: A 2025 Enterprise Guide Enterprise communication teams face a high-stakes choice: keep voice systems on-premise or migrate to the cloud. The wrong approach can create cost overruns, security risks, or scaling headaches across regions. This guide compares hosted PBX, on-premise VoIP PBX, and SIP trunking across core business needs. You’ll… The post Hosted PBX vs. VoIP PBX: A 2025 Enterprise Guide appeared first on AVOXI.| AVOXI
Enterprise Phone System: A 2025 Guide for Telecom Leaders Scaling communications across multiple departments, regions, and devices is no small feat, especially when compliance requirements are non-negotiable. For telecom and voice leads at large US organizations, finding an enterprise phone system that balances flexibility, security, and global reliability is not just a technical challenge—it’s a… The post Enterprise Phone System: A 2025 Guide for Telecom Leaders appeared first on AVOXI.| AVOXI
Explore best practices to optimize your healthcare contact center. Learn how Intermedia’s HIPAA-compliant communications platform improves patient experience and compliance. The post Healthcare Contact Center Best Practices to Improve Patient Experience and Efficiency first appeared on Intermedia.| Intermedia
Discover how AI-powered call routing transforms phone systems for car dealerships. Reduce wait times, improve service, and boost sales performance. The post AI-Powered Call Routing for Dealerships first appeared on Intermedia.| Intermedia
Zendesk, the global leader in AI-powered service, has been named a Leader in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center. Zendesk believes the recognition underscores its innovation, scale, and ability to deliver measurable business outcomes for Customer Service, Employee Service, and Contact Center as a Service (CCaaS). “Our AI-first approach is transforming […] The post Zendesk Named Leader in 2025 Gartner For CRM Engagement Center appeared first on Martech360.| Martech360
GDT, a leading technology solutions integrator and managed services provider, announced the enhancement of its client-first managed services platform powered by Cisco Webex Contact Center. This next-generation, cloud-based customer experience solution is designed to help enterprises enhance agility, streamline operations, and deliver proactive, personalized interactions across every channel. This innovative platform combines GDT’s deep expertise […] The post GDT Enhances Webex-Powered Pla...| Martech360
La differenza tra un customer service che fatica a rispettare gli SLA e uno che li supera costantemente spesso non sta nel numero di agenti, ma in come questi vengono gestiti. Nel settore BPO, dove ogni cliente porta con sé dinamiche di traffico diverse, competenze specifiche e KPI da rispettare, la flessibilità operativa non è […] L'articolo Come un BPO ha migliorato SLA e costi con XCALLY Queue Manager proviene da XCALLY.| XCALLY
AI can’t solve every retail problem, but it can solve many of them. When unleashed on your company and customer support data, it can offer real-time, personalized, strategic support that helps meet business goals, frees up your in-house staff, and guides customers towards making smart purchasing decisions. With $199b in 2023 holiday sales influenced by […]| ACD Direct
The holidays are almost here, which means that businesses need to prepare for high call volumes as soon as possible. Why? Because the holidays are associated with increased shopping, giving, and the logistical challenges associated with winter weather. With Deloitte anticipating that holiday shopping in 2025 will see an increase of 2.9-3.4%, now’s the time […]| ACD Direct
AI QA (Artificial Intelligence Quality Assurance) is the use of artificial intelligence to monitor, evaluate, and provide insights on customer interactions.| ACD Direct
Learn how to measure client retention and improve your rate with simple formulas, key metrics, and proven strategies.| Intermedia | Intermedia
Audit your small business for low cost communication solutions that strengthen connections and maintain efficient interactions.| VirtualPBX
GenAI + Agentic AI: Driving Smarter Self-Service View this article on the publisher’s website GenAI dramatically enhances the conversational and transactional efficiency of self-service solutions. By harnessing large language models (LLMs) with curated, targeted, and well-maintained datasets, genAI excels in tasks such as identifying and building intents, crafting intelligent responses, and testing conversational flows. By… Read More »GenAI + Agentic AI: Driving Smarter Self-Service The...| DMG Consulting
The consumer electronics sector is projected to bring in $537B in 2025 – up 3.2% YoY. According to the American Customer Satisfaction Index, customer satisfaction in the sector lags in some areas, mostly in household appliances. To keep customers happy, consumer electronics companies should not only deliver a great product but also ensure that customers […]| ACD Direct
See how modern phone systems for car dealerships boost sales, improve customer service, and unify communication across locations with all-in-one solutions.| Intermedia | Intermedia
Find out which call center phones are best for your workspace, and compare the benefits of various call center telephone systems.| VirtualPBX
The longevity of a non-profit is all about relationships. The more you can nurture relationships with your donors and volunteers, the more resources you’ll have at your fingertips to drive giving and fulfill your mission. But if you’re trying to build those relationships using an offshore team, you might find yourself facing an uphill battle. […] The post Why Non-Profits Need 100% US-Based Agents appeared first on ACD Direct.| ACD Direct
Flutterwave achieved the reliability, scalability, and omnichannel integration necessary to support its rapid growth across Africa.| AVOXI
CX Today covers Contact Center news including Artificial Intelligence and more.| CX Today
ENGIE Impact: From Voice Chaos to Global Clarity Consolidation provides cost reduction and streamlined processes Solution AreasConsolidation of Providers IndustryEnergy Company SizeMid-Size RegionGlobal Schedule a Demo 80% Cost Reduction | 6 Systems Reduced to 1 | 1,300 Agents Migrated in One Day 80% Cost Reduction 6 Systems Reduced to 1 1,300 Agents Migrated in One… The post ENGIE Impact: From Voice Chaos to Global Clarity appeared first on AVOXI.| AVOXI
Call recorder software is a strategic necessity for contact center operations. Here are five powerful reasons your healthcare organization should be using this technology.| Spok Inc.
Scopri come XCALLY garantisce la piena conformità al GDPR con funzionalità avanzate per la sicurezza dei dati, crittografia delle chiamate, gestione delle password e protocolli sicuri.| XCALLY
Learn the best practices for call center retail success—boost customer satisfaction, streamline communication, and support in-store and online sales.| Intermedia | Intermedia
Explore the top benefits of automotive call center services for dealerships and service centers, from improved response times to better customer retention.| Intermedia | Intermedia
Contact center AI, in che modo l'uso dell'intelligenza artificiale sa rivoluzionando l'approccio alla customer care?| XCALLY
Explore two new Contact Center features for improved call center KPI metrics: Personalized Dashboards and Occupancy Rates.| VirtualPBX
Compare the best business VoIP service providers for enterprises in 2025. Discover solutions with global reach, seamless CRM integration, and scalable features.| AVOXI
In this guide, we'll delve into the core duties of call center representatives, exploring how they master customer service excellence.| VirtualPBX
Reactive communications regarding changes in bills drive customers to call your contact center. Learn how to prevent bill confusion using AI.| CSG
This guide breaks down real-world, actionable employee retention strategies to create an environment where employees want to stay.| Broadvoice
As Avaya focuses on enterprises, mid-market companies must look for an Avaya alternative for their contact centers. Here's where to start.| Broadvoice
Track the right call center performance metrics in 2025 to boost efficiency, improve worker retention, and deliver exceptional customer experiences. Learn the 12 essential KPIs now.| Broadvoice
Boost contact center performance by enhancing employee experience. Discover actionable strategies to improve culture, technology, and processes for happier agents and better customer outcomes.| Broadvoice
AI, automation, and advanced analytics have reshaped customer experiences, meaning it's time to upgrade your digital transformation strategy.| Broadvoice
Explore what an omnichannel contact center is, its features, benefits, and tips for successful contact center management.| Time Doctor Blog
Get pearls of wisdom from CX industry experts to perfect the moments that matter in your omnichannel customer journey.| Sharpen
Read about what new AI technology within contact center software will transform both agent and customer experiences.| Sharpen
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal [...] The post Thoughts on Serving Ungrateful Customers appeared first on Customer Service Life.| Customer Service Life
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as [...]| Customer Service Life
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential [...]| Customer Service Life
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about [...]| Customer Service Life
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or [...]| Customer Service Life
Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team [...]| Customer Service Life
For today's customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are - and to be able to pick up a customer service interaction without retreading old ground. This is where brands that have invested in omnichannel support are taking the lead. Here's what to know.| ACD Direct
Zoom acquires Five9, a provider of intelligent cloud contact center tools to improve customer experience in a more ‘hybrid world.’| i-SCOOP
