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Audio Latency for VoIP – How it Impacts Call Quality & Ways to Fix it
When you consider the call quality and customer satisfaction of your calls, the term latency may not come to mind. However, a huge part of your VoIP phone system's overall call quality is the audio experience. When customers complain about dropped calls, choppiness,...
What is Jitter? Improving Call Center Quality Within Your Contact Center
Have you ever had too much caffeine and all of a sudden you start feeling jittery or shaky for the next few hours? Imagine that same feeling, but with your VoIP phone call. Without warning, words are jumbled and mixed around. Parts of sentences have completely...
Contact Centers – On-Premise Vs Cloud: How to Decide What’s Right For You
Yours may be one of an increasing number of contact centers that are facing a key decision – whether to stick with your on-premise solution or switch to a cloud-based platform. With so much, sometimes conflicting, information available online, this is no easy...
How to Ensure a Smooth Contact Center Cloud Migration
A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...
Cost-Effective Cloud Migration Testing Technology
The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...
Best Contact Center Cloud Software
Many contact centers are taking the leap from on-premise infrastructure to a cloud-based operations model. Soon, this transition will be less of an option to mull over and more of a ‘must do’ to remain competitive. In this article, we’ll first look at the benefits of...
Contact Center Cloud Migration Testing: Everything You Need To Know
Are you moving your contact center platform to the cloud? With over 50% of contact centers taking this step, you’ll be joining a rapidly growing community. If you’re still unsure, here are five clear benefits of cloud-based platforms. They: allow an omnichannel...
5 Contact Centers Trends to focus on in 2021
2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...
Is Buying From Legacy Brands Still the Safest Choice?
Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...
How to Monitor Agent Connectivity within Genesys Cloud
As an ever-increasing number of organisations shift to Genesys Cloud and realise all of the benefits a CCaaS platform offers, the move to cloud can create a significant challenge for IT teams that are used to having complete visibility and control of their underlying...
How To Add Value To Your Cloud Migration Services
When helping contact centers migrate to the cloud, optimizing their functionality is an essential part of the process. Demonstrating how you're going to deliver on your promises – now and in the future – is a key part of building an ongoing relationship. You'll be...
4 Tips to a Successful Contact Center Cloud Migration Plan
When proposing a cloud migration project to a contact center, it's important to put their concerns and objectives at the forefront of your planning. Many would argue that digital transformation (DX) is inevitable, and simply start listing the necessary steps and...
Overlooked Benefits and ROI of a Cloud Contact Center
Cloud contact centers are part of the digital transformation many businesses are undergoing right now. It's a natural move towards more cost-effective solutions that support the growth and high-quality service delivery that companies aim for. The limitations of...
Call Center Cloud Migration Checklist for Project Scoping
The need for consistent, high-quality customer service across various communication channels and evolving technologies is prompting contact centers with on-premise hardware to move to the cloud. As consumers’ expectations are constantly rising, delivering an...
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