Sam Dadofalza

Call center analytics is the process of gathering and processing call data to improve agent performance and customer experience. Through artificial intelligence (AI) tools, the analysis of call center operations happens automatically, involving large volumes of data focused on different aspects of customer service, including customer sentiment, future behaviors, and the effectiveness of self-service solutions….

Various factors influence the quality of voice-over-internet-protocol (VoIP) calls, including latency, packet loss, and available bandwidth. Poor call quality increases average handling time and call abandonment rates, ultimately leading to frustrated clients. To deliver excellent customer service, businesses must know how to improve VoIP call quality—adopting strategies like upgrading the internet plan, setting up a…

Device as a service (DaaS) is a subscription-based device management model that allows businesses to outsource the process of buying, deploying, and managing computing devices. These devices include business phones, smartphones, personal computers, laptops, and tablets. The information technology (IT) support providers offer services such as onboarding team members, monitoring registered devices, and ensuring the…

Google Voice is a no-frills business phone system offering essential voice-over-internet-protocol (VoIP) tools. However, many businesses look for Google Voice alternatives, as this solution lacks advanced features, like toll-free minutes, toll-free numbers, extensions, and call monitoring. Also, securing international numbers involves a workaround, as you must configure the location for your account. The software solution…

Microsoft Teams commands allow users to perform different tasks efficiently. When you type “/” in the command box (located at the top of the interface), the system instantly presents a drop-down menu of all the shortcuts for different functions: seeing someone’s activity, scheduling meetings, and searching files. Select the command you want, and the system…

After evaluating Dialpad vs Vonage, Dialpad emerged as the winner, streamlining call management through artificial intelligence (AI) tools. It offers more affordable subscription plans, a wider range of third-party integrations, and excellent messaging features, including international short messaging service (SMS). On the other hand, Vonage is ideal for businesses looking to customize their phone system…

A scrum board is a visual tool that breaks down tasks in a project into sprints or specific periods of time in which the work must be completed. Often used in software development projects, it improves team collaboration, as everyone sees the tasks and progress in real time. It lets managers immediately spot bottlenecks that…

Encryption is critical in unified communications (UC) to protect company data from being stolen or copied. Since UC solutions send information over the internet as data packets, they are vulnerable to eavesdropping techniques and local network breaches—putting your company communications system at risk. In this article, we explain why unified communications security is essential for…

A predictive dialer software app is a solution that uses artificial intelligence (AI) and machine learning (ML) to predict agent availability and adjust dialing rates in real time. It calculates the average call length and places multiple calls just before a representative ends a call. Statistical algorithms estimate the average number of calls it takes…

Our Dialpad vs Zoom comparison shows that Zoom is superior to Dialpad, as it offers more affordable subscription plans, powerful call management and artificial intelligence (AI) tools, and seamless connectivity with third-party apps. Dialpad, on the other hand, is an excellent choice if you need various business phone numbers. Upon completing our evaluation, we concluded…

Although many voice-over-internet-protocol (VoIP) phone systems offer uptime guarantees and robust phone management features, they’re not foolproof solutions. Since they heavily rely on internet connection, call quality can easily be affected by network troubles. Some of the common VoIP issues businesses encounter include jitter, choppy audio in calls, dropped calls, and failure to accept and…

Based upon our Airtable vs monday.com evaluation, we found that monday.com is the better option overall, as it offers affordable subscription plans, a wider range of project views, robust third-party integrations, and a more intuitive interface. If you prefer customizing a platform for specific team needs and a more generous allowance of automation action credits,…