The Latest Trends and Thought Leadership for Contact Centers

Are you researching VoIP providers for your business? Making the switch to a VoIP system can be daunting. There is a lot of information out there and it can be difficult to know where to start.

Wondering what call center VoIP is? No, it’s not a new industry buzzword, it’s just an acronym for making phone calls over the internet. Remember those clunky old landlines and all their cords? Or when voicemails had actual physical tapes inside of them? Yeah, VoIP simplifies all of that and repackages it in a sleeker way for simpler access to the same services.

Choosing the right PBX vendor for your contact center can easily become overwhelming. The endless acronyms, features, price points, and technical jargon can begin to blend together, leaving business owners unsure of which direction to take. The PBX vendor you select should be well-aligned with your business goals to help you identify the most important resources to look out for.

In the contact center world, choosing between a hosted or on-site phone system for your business can seem like an overwhelming decision to make. Both options have complex technical features that offer unique benefits and challenges. Breaking down the basic functions of those features in each setup can help businesses visualize what makes the most sense for their company’s bottom line.

A PBX, or Private Branch Exchange, is one of the most common phone system setups that small businesses rely on. It allows employees to make, receive, and transfer calls outside of the building and amongst each other using different extensions. Many of the benefits that a PBX provides a company vary by the type of setup a business owner chooses. The cost is also determined by the type of setup. Below you’ll find a breakdown of the different kinds of PBX available, what benefits they offer, and their average costs.

Interactive voice response (IVR) systems have gained a poor reputation. This is largely due to their inability to meet customers at their point of need and make resolution easy.