Business Communications

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 […]

Smart IVR (Interactive Voice Response) is an improved IVR system that leverages AI to optimize the customer journey by including features like intelligent call routing and management. Overall, its purpose is to upgrade a contact center by adding a human touch to the IVR while streamlining the customer service process and analyzing data collected from

If you’ve ever called a company and been greeted by a friendly automated voice offering you a menu of options, you’ve encountered an auto attendant. Without a live agent, this automated system directs you to the right department or person by having you select options from a menu. Multi-level auto attendants enhance the caller experience

Each month, more than 1 billion robocalls are placed to consumers.  These automatic dialers bombard people with telemarketing pitches or even try to defraud people with scammy offers. As technology advances, so do the tactics of these robocalls, making it harder to avoid them. Luckily, there’s one very simple and effective solution for avoiding these

The time it takes to connect a customer to the right agent is crucial in business. And as operations scale, so does the complexity of incoming calls.  A basic interactive voice response system can help to route calls, but a multi-level IVR system can take customer experience and call operations to the next level. A

A firewall is a security protocol that protects your internal network from the threats of the internet. It keeps an eye on the data that comes in and out of your home network.  Without a firewall, your trusted private network could be at risk of cyberattacks, data breaches, and malware from the public. The Technical

As more of our data goes on the cloud and more of our time gets spent online, the need to secure our most precious digital assets can’t be overstated.  This is why firewalls and other security tools are so important—because they protect our home and business networks from hackers and other threats.  A firewall is

Identifying network traffic types is vital because it allows you to consider various facets of network quality. Though people use multiple classifications and terms to define network traffic, it’s broadly classified by direction, such as north-south or east-west traffic. Typically, network traffic represents the data or packets of data that travel through one or more

Several metrics measure the performance of your network, but the network effectiveness ratio (NER) is among the most important. NER simply measures a network’s ability to deliver a call to a destination device, terminal, or recipient. This measurement is evaluated by the number of calls a network sends versus the number of calls that get

Interactive voice response (IVR) is integral to the operations of a modern-day call center. It’s a telephony software technology that provides businesses with an automated phone tree to gather customer information and route calls. It even allows companies to earn revenue 24/7 by accepting payments without the presence of a live agent, for example. Lately,