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2017 Call Center Trends: What Our Customers Have to Say

By David Wise | Feb 17, 2017 | 0 Comments

We recently published a blog, Top 5 Call Center Trends to Watch in 2017, exploring upcoming trends we expect for call centers in 2017. Most of these trends were predicted in part due to the growing capabilities of Cloud technology and the desire for instant gratification for both customers and employees. We recently interviewed a few of our call center…

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Call Continuity as Part of Your Business Disaster Recovery Plan

By David Wise | Feb 14, 2017 | 0 Comments

When disaster strikes, your business needs to be prepared. Whether you’re experiencing a minor power outage or your office is in the path of a major storm, it’s essential that your operations continue with minimal interruption. Regardless of your industry, your business can benefit from modern Cloud technology in situations like this. In this article we’ll explore…

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Overcoming Challenges with VPN Technology

By Jon Ross | Feb 8, 2017 | 0 Comments

While cloud-based communication allows for full-featured telephony services over the Internet, security requirements may require use of a VPN to prevent vulnerabilities if connections require strict security measures. Additionally, different regions have strict protocols for using VoIP (Voice over Internet Protocol) technologies. VPN Key Benefits Secure connection for multi-office locations Remote employees connect securely to…

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AVOXI Core Online Portal Now Offers Live Chat with Customer Support

By Pablo Torres | Feb 1, 2017 | 0 Comments

The updated AVOXI Core interface now allows customers to reach the AVOXI support team within the easy to use Online Portal. This immediate access format lets you ask questions about your AVOXI products and services, invoices and billing, and also lets you follow up on existing support tickets. Even more, the chat feature lets the support…

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International Dialing Practices

By Pablo Torres | Jan 30, 2017 | 0 Comments

Businesses of all sizes are breaking geographic barriers and going international. According to a survey conducted by USForex, 58% of small to medium businesses in the United States alone already have customers or suppliers overseas. As the number of SMBs doing business abroad increases, one thing is certain: businesses and customers alike need to understand…

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Why Live Chat Is Essential to Quality Customer Support

By Pablo Torres | Jan 26, 2017 | 0 Comments

Live Chat by the Numbers According to Gartner, live chat will grow 400% from 2015 to 2018 as a preferred digital channel for customer engagement. A number of surveys cite customer satisfaction as a key driver to incorporate chat. Additionally, several benefits clearly show that live chat is no longer a minor add-on feature to…

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Top 5 Call Center Trends to Watch in 2017

By David Wise | Jan 23, 2017 | 0 Comments

In 2012, ICMI compiled a five-year outlook of modern day contact centers. This report included a list of 5 call center trends and priorities that were of major focus in 2012 and how they expected them to change by 2017. Here we are five years later. Are call centers focusing on what ICMI expected them…

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Hiring Customer Service Reps: Best Practices

By Jon Ross | Jan 17, 2017 | 0 Comments

Your customer service and/or support team operates as the backbone of your business. Maintaining a strong support team not only helps stabilize your business by increasing your average customer’s lifetime, but it also helps you attract strong leads for converting new customers. According to results from a Nielsen survey, The Nielsen Global Survey of New…

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Comparing Hosted Call Center Applications: Aircall vs Phone.com

By Pablo Torres | Dec 19, 2016 | 0 Comments

Phone.com and Aircall have each developed a large base of satisfied customers by following an effective business model focused on offering simplified call center applications and services at affordable rates. This article explores the pros and cons of each provider, so small to medium-sized businesses looking for a simple call center solution can make the…

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Why Does Call Center Ring Strategy Matter?

By Pablo Torres | Dec 12, 2016 | 0 Comments

Call center ring strategy is an important consideration for all inbound call center managers. This setting, which allows you to determine how calls are distributed to agents within a call queue, affects many call center KPIs, including average hold time and average time to answer. Call center ring strategy is a call center setting that…

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