Resources

As we continue to adjust the changes that social distancing has brought to our society, businesses have been compelled to embrace the idea of...

Few would argue that 2020 has been a tough year, for reasons that are all too obvious. But the truth is, it hasn’t been all doom-and-gloom. In...

For business owners, the cornerstone of good customer engagement is the act of continually reaching out and communicating with the people buying...

In the modern business environment, customers are turning more and more to text messaging for their service needs — which means effective SMS...

In Parts I and II of Contact Center 101, we discussed the basics of contact center solutions and how the customer experience is enhanced by CCaaS...

Intelligent call routing—also known as skill-based routing—is the process of automatically directing incoming calls to an appropriate agent....

Even during a pandemic, businesses need to maintain efficient communications with internal and external customers alike — which means effective ...

One of the biggest takeaways we’ve found as cloud-based contact center solution providers is this: there is an entire universe of companies that...

Unified communications refers to enterprise-quality voice, collaboration, and conferencing technologies — crucial tools in keeping employees...

As businesses are forced to change their everyday operations, due to new work-from-home policies, mandatory shutdowns, and much more, they are...

Contact Center solutions have been focused on voice for decades, with service-oriented companies maintaining staffs full of people devoted to...

For those who’ve been following our “ABC” list of cloud Contact Center benefits, terms and concepts (and if you want to catch up, here are part 1...