How to Use Phone Metrics to Make Better Business Decisions

Jive

Hosted VoIP) has handed that valuable information over to companies of all sizes. Response times and wait times. The common practice now is, right after an encounter on the phone, you send the caller to an IVR (interactive voice response) survey.

What Is a Hosted PBX (Private Branch Exchange)?

NICE inContact

This limitation was removed when PBXs began supporting voice over internet protocol (VoIP) communications. With VoIP, all that was needed to connect a phone was an IP data network. An ACD system provided abilities for advanced queuing, interactive voice response (IVR) capabilities, and more control in how callers were routed to agents. PBX is an acronym for “private branch exchange”.

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A Call Center Glossary: The A-Zs of Call Centers

Fonolo

AHT (Average Handling Time): This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction.

Demystifying CTI: A Glossary of Basic Terms for Newbies

InGenius

If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Interactive Voice Response (IVR).

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4 ways a collaborative phone solution will benefit your customers

aircall

VoIP software has many advantages: lowered upfront and ongoing costs, a lighter carbon footprint, an international presence, and enhanced potential for efficiency and collaboration. #1: VoIP phone systems are designed with teamwork and cohesion in mind, and it shows.

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4 ways a collaborative phone solution will benefit your customers

aircall

VoIP software has many advantages: lowered upfront and ongoing costs, a lighter carbon footprint, an international presence, and enhanced potential for efficiency and collaboration. #1: VoIP phone systems are designed with teamwork and cohesion in mind, and it shows.

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How to Use the Phone to Your Business’ Advantage

aircall

VoIP technology has made the phone a more advanced tool than ever. Here are ways to use VoIP business phone technology to your advantage in order to develop your business’ favorable reputation. Thanks to VoIP technology, your team will be empowered to collaborate more efficiently.

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How to Use the Phone to Your Business’ Advantage

aircall

VoIP technology has made the phone a more advanced tool than ever. Here are ways to use VoIP business phone technology to your advantage in order to develop your business’ favorable reputation. Thanks to VoIP technology, your team will be empowered to collaborate more efficiently.

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What Is An Auto Attendant And How It Works For Your Contact Center?

Dialer 360

Usually, the auto attendant also integrated voice response (IVR) and call center features. For example, their VoIP service makes availability and determines the final auto attendant. Typically, these are system create or pre-installed voice recording.

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Why a PBX is Not a Replacement for Call Center Software

Talkdesk

IP PBX: Modern PBX phone systems use Voice over Internet Protocol (VoIP) technology to make calls using the internet. Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals.

Why a PBX is Not a Replacement for Call Center Software

Talkdesk

IP PBX: Modern PBX phone systems use Voice over Internet Protocol (VoIP) technology to make calls using the internet. Your call center is an integral piece in your company’s customer satisfaction, sales volume and business efficiency goals.

Getting Started With Advanced Call Center Management and Metrics

Win the Customer

Organizations, however, often struggle being able to make those interactions and conversations happen easily and efficiently without the right set of tools readily available. If you don’t have this level of detail in your call center interactions, it’s time for a change.

Outsourcing or Insourcing: 8 Questions Simplify Your Contact Center Choice

TLC Associates

The transition to an outsourcer removes the responsibility from your plate with little adversity – they’re masters of the task and know how to acclimate fast and efficiently. During the RFP process, you can verify their competencies around similar challenges in their responses and determine whether insourcing or outsourcing is right for you. A sophisticated VoIP system to enable smooth transferring, call recording, queue management, and even interactive voice response (IVR).

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.

Call Center Routing Benefits and Strategies

aircall

Interactive voice response, or IVR, routing gives callers the freedom to choose from a predetermined list the department to which they would like to connect. Other times, they simply don’t know which department would be responsible for their inquiry. Additionally, cloud-based phone systems, VOIPs, make it easy to route calls while considering both ends of a connection, i.e. where the call is coming from and where the most appropriate agent might be.

Contact Center vs. Call Center: What Is the Difference?

aircall

The two are similar, but the main difference of contact center vs. call center is that the former provides additional services such as : VoIP Telephone Services. Contact centers often work using customized scripts for every customer interaction.

Contact Center vs. Call Center: What Is the Difference?

aircall

The two are similar, but the main difference of contact center vs. call center is that the former provides additional services such as : VoIP Telephone Services. Contact centers often work using customized scripts for every customer interaction.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. Computer telephony integration also lets your communication devices to communicate with one another: phone, computer, fax, voice mail, mobile, etc.

Call Center Routing Benefits and Strategies

aircall

Interactive voice response, or IVR, routing gives callers the freedom to choose from a predetermined list the department to which they would like to connect. Other times, they simply don’t know which department would be responsible for their inquiry. Additionally, cloud-based phone systems, VOIPs, make it easy to route calls while considering both ends of a connection, i.e. where the call is coming from and where the most appropriate agent might be.

Virtual Call Center Software: Here’s All You Need to Know

aircall

Virtual call centers work through Voice Over Internet Protocol. More and more people work from home, and with the advent of VOIP technology, virtual call centers have become increasingly prevalent. Aircall is a cloud-based VOIP business phone system which caters to call centers. Setting up an onsite call center requires configuring hardware, rigging up everyone’s work station, and making sure every piece of the puzzle interacts successfully with the others.