If you’re thinking about outsourcing your customer service operations, chances are you’ve already experienced the challenges of an overwhelmed support department—or maybe you’ve never had…

IVR stands for Interactive Voice Response, and it’s a technology used in automated phone systems so that businesses and customer support centers can intelligently route…

When disaster strikes at your call center, every second counts—because without access to critical systems and data, your customer service can grind to a halt. …

RingCentral and 8×8 are both top-tier options in the VoIP phone system and business communications space. While the two platforms have lots of similarities, we…

A call center workflow is a pre-planned set of processes, tasks, and steps that can help agents resolve incoming customer service inquiries by following consistent…

Genesys Cloud is an enterprise-level contact center and business communications platform. It’s a scalable option for global organizations with thousands of employees—particularly for contact centers…

Vonage and RingCentral are both business communication platforms with strong calling capabilities. We recommend RingCentral as the better option for most businesses due to its…

Twilio lets IT professionals build custom communication apps for contact centers and omnichannel customer engagement. We don’t recommend it unless you have an in-house development…

Remember the early days of the internet, when you still had to juggle a dozen different communication tools? There were emails for this, video calls…

Dialpad is a powerful business communication platform that offers VoIP phone systems, video conferencing, and call center solutions.  It works well for midsize contact centers…

The best call center software for you depends (almost entirely) on the number of agents you have. It sounds like an overly simplified approach, but…