Marianne Sison

Call center reporting transforms raw data collected from call center activities into insightful summaries. Data points are categorized based on key performance indicators (KPIs) and organized into different visual elements, such as graphs or charts. These reports help call center managers monitor agent performance, evaluate the quality of customer service, and make informed decisions to…

Call handling is the process of managing inbound and outbound calls within a business. This includes deciding how calls are answered, what happens if callers are put on hold, and what call data gets logged during a call. With proper implementation, businesses can maintain a positive brand image, provide better customer service, and increase productivity….

Robocalls have produced billions of scam calls every year, affecting millions of U.S. phone users. They often result in numerous consumer complaints and massive financial losses. Amid the government’s continuous efforts to combat illegal robocalling, the volume of scam calls appears to increase every year. We analyzed the latest robocall statistics to demonstrate why it…

A virtual phone number is a cloud-hosted phone number that lets you communicate seamlessly from anywhere using an internet-connected device. It isn’t tied to a fixed location, making it ideal for remote teams and those who want to have a familiar local area code. Pricing depends on the service provider, but it usually starts at…

The average cost of a cloud-hosted voice-over-internet-protocol (VoIP) service ranges from $15 to $60 per user on a monthly basis. Other fees add to your VoIP expenses in the form of metered calls, types of phone numbers, number of users registered, premium call features (add-ons), hardware, and internet plan. In this guide, we’ll explore how…

Communications platform as a service (CPaaS) has delivered a stream of opportunities in cloud communications and digital customer engagement. Compared to traditional phone communication, CPaaS provides businesses with a more flexible solution for deploying multiple channels. In this article, we’ll look at the most recent CPaaS market trends and discover what makes it one of…

Vonage Contact Center is an omnichannel solution that deeply integrates with popular customer relationship management (CRM) systems like Salesforce and Zendesk. Prebuilt plans are available, but its a la carte offerings enable businesses to customize their plan based on their needs. In our expert Vonage Contact Center review, we found it ideal for companies that…

Ooma and Vonage are cloud-hosted phone services designed for small businesses needing standard voice features, SMS capabilities, and video meeting tools. While they are not as extensive as other leading competitors, they are excellent at supporting remote teams. In comparing Ooma vs Vonage, Ooma has cheaper pricing and richer call features, while Vonage’s strength lies…

Nextiva and RingCentral are market leaders in business voice-over-internet-protocol (VoIP) solutions. They are well-known for their extensive features, scalable plans, and seamless integrations. Between Nextiva vs RingCentral, Nextiva stands out for its user-friendliness and collaboration tools, while RingCentral is more affordable and superior in terms of call management features, global support, and integrations. Based on…

High-definition (HD) voice calling is an audio technology that delivers a seamless calling experience using wideband audio codecs and noise cancellation. It is a standard feature in many voice-over-internet-protocol (VoIP) systems, providing users with clearer sound quality and reduced background noise in any environment. In this article, we answer the question, “What is HD voice…

Nextiva Contact Center is a blended cloud contact center with notable features like workflow automation, screen pop, and customizable call routing options. The subscription cost is not publicly available, but the startup fee is estimated at $50 per user, monthly. In our Nextiva Contact Center review, we found it ideal for teams needing automation and…

Voice-over-internet-protocol (VoIP) providers offer businesses the option to choose from metered vs unmetered calling plans based on their budget and call volume. In comparing pay-as-you-go vs prepaid VoIP, pay-as-you-go VoIP providers charge per minute or text (metered), while prepaid VoIP generally offers unlimited calling and texting (unmetered). Based on our comparison, the best use cases…