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Melissa Whitten

Why the Rate Center Matters When You Buy or Port Numbers

A rate center is a particular geographic area that’s crucial for businesses relying on phone services, whether they’re using traditional PSTN (Public Switched Telephone Network) or modern VoIP (Voice over Internet Protocol) solutions. These centers outline the rules for local calling, billing, and assigning phone numbers. Essentially, they determine whether a call is local or […]

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7 Surprising Things ASR Call Center Technology Does Well

Automatic Speech Recognition (ASR) technology is elevating call centers and reshaping how agents interact with customers. ASR, often called speech-to-text, uses advanced artificial intelligence to understand and convert spoken words into written text.  However, ASR’s potential extends far beyond simple speech-to-text conversion. From real-time transcription that enhances accessibility for people with hearing loss to streamlining

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Of 8 Network Latency Causes, This is the REAL Culprit

While several factors can influence how quickly and reliably data packets will travel, it’s typically the physical distance between corresponding devices and servers that plays the most significant role in creating delays. Network Latency is (Mostly) Caused by Distance Network performance hinges on three key factors: latency, bandwidth, and throughput.  Latency is the delay in

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Forget the IT Drama, A CPaaS Lets Your Product Wow Customers

In our digital era, seamless communication is essential for operational efficiency and customer satisfaction. But how can you achieve that without completely overhauling your existing tools? Enter Communication Platform as a Service (CPaaS). This solution melds communication features like voice, text, and video conferencing with existing digital tools, erasing the hurdles of backend infrastructure management. 

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The Latest Call Center IVR Upgrades Are Slashing Wait Times

Interactive Voice Response (IVR) systems are automated tools that route calls and handle basic queries. Call center IVRs are specialized versions designed for higher call volumes and include advanced features like multi-level menus and real-time analytics. Standard IVR features often include call routing, pre-recorded messages, and basic call analytics. The latest upgrades not only slash

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Webinar Vs. Webcast – 5 Differences Strong Presenters Know

Navigating the online scene of webinars and webcasts can be tricky, especially when you want to choose the right format for your presentation. Both offer unique advantages and limitations according to your specific objectives and audience needs. The following is an in-depth guide on the differences between webcasts and webinars so you can make the

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