Resources

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...

In the telecom industry, we talk a lot about solutions. But cloud service providers need to know that solutions aren’t just about specs and...

ITEXPO, and the co-located MSP Expo, are two of the most exciting events in the Unified Communications industry. This year saw more than 3,000...

As we continue our intro-level blog series on Contact Center solutions, we’d like to address one of the most frequently asked questions businesses...

Companies aren’t comprised solely of people working in a single location anymore — which makes it more important than ever to have an effective ...