Author: Nathan Weatherford

As each year passes, the use of artificial intelligence (AI) increases. It is making its way into a variety of business systems, including those that impact the customer experience (CX). One of the most well-known versions is the chatbot, a conversation-driven tool that enables customers to get answers to basic questions or gather more information without speaking directly with an employee. However, this is far...

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For many companies, a contact center cloud migration is a critical operational goal. By shifting to the cloud, your business has the ability to provide an omnichannel customer experience, bolster services for remote customer service reps, and to scale operations at a moments notice. Cumulatively, each of those points can enhance CX and boost productivity, creating a better experience for all involved.   However, planning for a...

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When companies work to improve the quality of the customer experience, they frequently focus on their employees. Businesses may offer training, evaluating metrics to monitor performance, or otherwise concentrate on the impact of the individual contact center representative to determine if progress is being made. While you can certainly gain valuable information and improvement using this approach, it also leaves out a critical part of...

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Blending your front and back office is critical for customer service success, allowing you to offer the best experience to customers. The front office typically serves as a customer’s main point of contact and features various communication channels, including digital options that many have begun to favor. It has nearly always been viewed as a critical part of the customer’s journey, ensuring they can access...

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In today’s competitive business world, embracing emerging technologies can help differentiate your company from the competition. Artificial intelligence (AI) has been making waves for several years, but organizations are just beginning to tap the power of this technology. AI actually has the ability to enhance VoIP for business, creating higher quality experiences for employees and customers alike. If you are wondering how you can utilize...

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While fax machines are hardly considered cutting-edge technology, they are still necessities for many companies. As more organizations migrate to VoIP solutions, transitioning fax machines over to the new system has resulted in a VoIP fax nightmare for many.   The Trouble with VoIP Fax Systems   Fax technology was designed to work over analog phone lines residing on circuit-switched networks. Often, transitioning the concept to packet-based networks, including...

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Cloud technology has come a long way over the years. Once just a way to store data on a server managed by a provider or to run code on a provider’s service, cloud computing has advanced significantly beyond this concept.   Now, cloud computing offers organizations a chance to secure a competitive advantage. Here’s a look at what cloud computing has to offer today.   The Rise and Benefits...

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Voice over Internet Protocol (VoIP) telephony is increasingly popular thanks to the lower cost, robust feature sets, and high-level of both portability and mobility. As a result, scammers are also finding ways to take advantage of the technology. This has led to the rise of vishing.   What is Vishing?   Vishing – short for voice or VoIP phishing – is a tactic used by scammers to trick call...

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Companies have plenty of reasons why they may want to carry Voice-over-IP (VoIP) traffic over a virtual private network (VPN), with security often being a one. While many VPNs can handle the traffic, at least on occasion, not all of them are well suited to the task. Additionally, there are other considerations that come into play, especially if performance is a concern.   If you want to...

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