Silvana Peters

Chatbots are artificial intelligence (AI)-based software designed to interact with humans using automated responses. Live chat, on the other hand, refers to direct communication between human agents and customers. While both services are on-brand messaging solutions, live chat is human-driven, and chatbots are conversational tools. Read our chatbot vs live chat guide to determine which…

Gantt charts visualize your accomplishments vis-a-vis your project schedule over time. Team members use these charts to track milestones and monitor scheduled tasks. To create a Gantt chart in Microsoft Excel, make a project data table, insert the Excel bar chart, and format your chart. This article will walk you through how to create a…

Contact Center as a Service (CCaaS) is a cloud-based software integrating various customer channels and tools like analytics, interactive voice response (IVR), and call management. CCaaS solutions aim to improve customer and user experiences to build and strengthen client relationships and loyalty. It simplifies communication by helping agents interact with customers effectively and seamlessly through…

If you’re wondering how to use the Grasshopper phone system, it’s as easy as selecting your plan and number, downloading the app, and creating your greetings and extension. After these steps, you can start making and receiving calls and texts. Read on to learn how to use your new voice-over-internet-protocol (VoIP) platform and get some…

Contact centers manage customer interactions across multiple platforms, including phone, messaging, email, chat, and social media. As the technology rapidly evolves, we anticipate that artificial intelligence (AI), automation, and self-service functionality will dominate contact center market trends. In this article, we’ve compiled the most dominant contact center news and developments so you can better understand…

An interactive voice response (IVR) is an automated phone system that uses prerecorded messages and text-to-speech technology—engaging callers without a live agent. Cloud infrastructure has increased the adoption of this technology, and natural language processing (NLP) has expanded how callers interact with computers over the phone. We analyzed the latest IVR statistics to understand its…

Equip your team with the best project management software features to improve project planning, resource scheduling, and remote work collaboration. Our list includes both essential and advanced features—from Kanban boards and time trackers to data analytics—to help teams plan, track, and set goals within set timelines. Read through our 17 recommended features, each with a…

When we compared Trello vs monday.com as leading project and task management solutions, we discovered that Trello is better for small teams looking for a simple visual tool for project organization and collaboration. On the other hand, monday.com is best for companies looking for a project management tool with customer relationship management (CRM) functionality. Based…

Interactive voice response (IVR) is an automated business phone system that answers incoming calls and offers options and information via a menu. The history of IVR began in the 1930s with Bell Lab’s invention of the Voder machine. Since then, IVR technology has improved—from early systems using touch-tone keypads to advanced speech processing. IVR solutions…

Dropbox beats Box in this head-to-head challenge, thanks to its excellent user-first interface and automatic file synchronization across devices. On the other hand, Box is a low-cost option offering a free plan with 10GB of data storage that a small business may find suitable for its needs. This Box vs Dropbox comparison found that the…

In this Nextiva vs Ooma battle, we found Nextiva is an excellent choice for growing businesses looking for advanced telephony features for collaboration and customer service. Ooma, being more affordable, is an excellent phone system for companies needing a simple phone system packed with calling features. However, the choice of which provider is best for…

This Zoom vs Skype comparison found that both popular video conferencing platforms offer reliable virtual meetings and collaboration features, such as background animation and screen sharing. However, Zoom beats Skype because it provides more productivity features and a higher participant capacity, which is essential to business operations. Skype, on the other hand, is an excellent…