cloud, gig worker, communication, hosted
Blog

Supporting the Gig Workforce With Hosted PBX Solutions

The landscape and preferences of today’s workforce are rapidly shifting.

Microsoft, Operator Connect, Direct Routing, Calling
Blog

Demystifying Microsoft Operator Connect

In a recent No Jitter article, Marcus Schmidt, vice president of product management, clears up confusion about Operator Conn

Microsoft, Teams, licensing, investment
Blog

4 Steps to Create a Winning Microsoft Teams License Strategy

If you rushed to sign up for Microsoft Teams (Teams) in 2020 because of the rapid shift to remote work, there’s a good chance you didn’t have time to fully grasp user needs or licensing options.

SIP, video, telecom capabilities, VoIP
Blog

SIP Trunking Basics

What Is SIP Trunking? Let’s start by covering a few definitions of key terms.

connect, PSTN, Microsoft, Teams
Blog

Microsoft Teams Voice: Select the Best Calling Option for Your Business

While Microsoft Teams (Teams) is a well-rounded productivity tool with millions of daily active users, the core capabilities don’t include the ability to make calls via the Public Switched Telephon

How to Choose Between Webex and Microsoft Teams
Blog

How to Choose Between Webex and Microsoft Teams

Microsoft Teams (Teams) and Webex offer a well-rounded set of features that drives business communication and productivity.

VoIP, cloud, communications, business
Blog

Navigating the Decision to Purchase a Microsoft Device or to Bring Your Own Device (BYOD)

Businesses can choose from a variety of configuration options when it comes to setting up their communications with Microsoft Teams (Teams).

Adding Voice to Microsoft Teams
Whitepaper

A Practical Guide to Adding Voice to Microsoft Teams

Microsoft Teams saw an exponential increase in popularity in 2020, adding a staggering 95 million new users during the course of the year, with 895 percent growth from March – June 2020 alone.

Microsoft Licensing
Whitepaper

How to Create a Winning Microsoft Teams Licensing Strategy

With almost 300 million Office 365 subscribers, 145 million daily active users on Microsoft® Teams and phenomenal growth in Azure

How to Derisk if Your Phone Solution Goes Down
Blog

How to Derisk if Your Phone Solution Goes Down

Nothing slows down a productive workplace like unexpected interruptions or long network outages.

Man attending virtual meeting
Blog

Five Questions to Ask Yourself Before Scheduling a Meeting

Days of back-to-back meetings are more common than ever. Each time an issue pops up, a project idea comes to mind, or you hit a roadblock on a process, the reaction is to schedule a meeting.

Advanced Customer Experience
Blog

Intrado Renews Cisco Advanced Customer Experience Specialization in USA

We are pleased to announce Intrado has renewed its Cisco’s Customer Experience Advanced Specialization in the United States.

Cisco, remote working, connection
Blog

Hybrid Work Is Here to Stay: How Webex Helps Business Adapt

During the 2020 pandemic, many employees worked from home for the first time in their careers.

Skype, Skype for Business Online, Microsoft Teams
Blog

It’s Time to Upgrade from Skype for Business Online to Microsoft Teams

Many of us use Skype for Business Online in our daily interactions within our organization.

MS Teams, Cloud, PBX
Blog

A Step-by-Step Guide to Migrating From an On-Premises PBX to Microsoft Teams

The phone has been at the heart of business communications since its invention. But as technology evolves, so do the ways we work.

Microsoft, Teams, calling
Blog

What’s the Difference Between Microsoft Calling and Direct Routing?

Establishing a Microsoft Phone System Microsoft Teams (Teams) powers connection and collaboration for workforces around the globe.

SD-WAN
Case Study

Torch Technologies: An SD-WAN Case Study

Torch Technologies is a 100% employee-owned company, headquartered in Huntsville, Alabama. Their employee-owners are located at numerous sites throughout the United States.

Microsoft, Operator, Connect, VoIP
Blog

Microsoft Teams: What's the Difference Between Operator Connect & Direct Routing?

In recent years, Microsoft Teams (Teams) has become the go-

feature, new, Microsoft, ignite
Blog

Microsoft Operator Connect 101

If you are an avid Microsoft Teams (Teams) user, you may have heard of Operator Connect.

Secure remote working
Whitepaper

Five Key Steps to Securely Connect your Remote Workforce

With social restrictions still in place and 77% of employees worldwide wanting to work remotely, hybrid working models are likely to play a critical rol

test
Whitepaper

Seven Critical Success Factors for your Cloud Voice Strategy

An optimal Cloud Voice strategy should take into account your current IT infrastructure,the constantly evolving and increasingly complex work environmen

remote working woman
Whitepaper

The Remote Working Handbook: A Practical Guide for HR Managers

As we move forward to a hybrid work model, managing autonomy and productivity will be one of the biggest challenges for every employer.

virtual meetings remote work
Whitepaper

Eight Cloud Communications Trends to Watch in 2021

It is no secret that 2020 was a challenging year for everyone. IT departments played a big role in keeping organizations operational, enabling the overnight transition to working from home.

remote, teams, digital, tools, productivity
Blog

How to Increase Business Productivity With Microsoft Teams

Productivity Challenges in Today’s Virtual Environment Staying focused and productive can be a challenge in the modern workplace.

distractions; AI; real time
Case Study

QIC: A Microsoft Teams Case Study

QIC Global comprises the international (re)insurance operations of Qatar Insurance Company, including the Qatar Re (with wholly-owned subsidiaries) an

chat, meet, share, collaborate
Blog

The Essential Guide to Microsoft Teams Direct Routing

When Microsoft Teams debuted in 2017, it was created to be a one-stop shop for video calls, chat, voice calls, and other modes of collaborative working and efficient communications under a single p

agenda; chat; meeting; recording
Blog

The Best Microsoft Teams Features for Enterprises

Microsoft 365 Business or Enterprise subscribers who aren’t as familiar with Microsoft Teams (Teams) should know that the tool comes with useful features.

DM-IR-Governance Hotline-Block 1
Case Study

EnSafe: A VoiceMaxx CE Case Study

In the face of end-of-life calling technology, EnSafe had a decision to make. Since 1980, the company has been providing superior quality consulting services.

Man talks on phone and uses a laptop while working from home
Case Study

Berkeley Research Group: A VoiceMaxx CE Case Study

Berkeley Research Group depends on reliable calling to run their business.

Audio-Technica-Header
Case Study

Audio-Technica: A Microsoft Teams Case Study

Audio-Technica is a world-famous Japanese audio brand formed in 1962.

Blog

13 Roles of Continuous Integration in QA (Quality Assurance)

Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways?

RCS Will Replace SMS: What’s That Mean for Customer Texting? | Inside CX

Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day.

Man stands at his desk and joins a Webex meeting from his office
Case Study

Cargill: A Webex Case Study

Cargill Inc. is the largest privately held corporation in the United States based on revenue.

Man joins a Webex meeting from his office
Case Study

TrustFord: A Webex Case Study

With over 40 dealerships across the UK, TrustFord is the world’s largest Ford-dedicated dealer group for new and used cars, vans, servicing and repairs.

purple background image
Whitepaper

Survey Finds Meeting Fatigue a Myth

It’s no secret that work meetings have been deemed the enemy of productivity.

Intrado Mosaic Google Blog
Blog

Intrado Mosaic: Enabling a Modern AI-Driven Customer Experience

Companies across industries are adopting a more cu

a woman pressing her finger on a window with a 'contact us' button illustrated around her finger.
Blog

3 Key Marketing Strategies for Your Contact Center

While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look a

A woman at a laptop wearing a headset with a bored look
Blog

5 Annoying Conference Call Mistakes to Avoid

Business professionals today spend a lot of time on conference calls and in virtual meetings–statistics from a few years back estimate that 11 Million meetings take place every day in the U.S.

A man wearing a headset and smiling while on a call
Blog

What Does Contact Center Agent Do?

Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies.

woman working from home with headset
Case Study

Christian Aid: A Microsoft Teams Case Study

Christian Aid is a global charity with over 70 years’ experience of working in partnership with local communities to expose poverty throughout the world and help in prac

Cloud Voice Success
Blog

7 Factors to Determine the Success of your Cloud Voice Strategy

Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from

Prioritize security
Blog

Five Steps for IT Leaders to Prioritize Security

The overnight transition to remote work environments has exposed many companies to new security risks.

Smiling Conferencing User in Yellow
Case Study

EUROCONTROL Case Study

EUROCONTROL is a pan-European, civil-military organization dedicated to supporting European aviation and committed to the European Union’s vision for a Single European S

Homepage Video Hero Screenshot
Case Study

Abzena: A Microsoft Teams Case Study

Abzena is a leading Global Partner Research Organization providing the most complete set of solutions in integrated early discovery to mid-phase biotherapeutic and bioconjugation dru

Large Image Person Screen Meeting
Blog

How to Master Remote Team Working with Microsoft

The way we live and work have been changed dramatically by the COVID-19 pandemic. With organizations now focused on how to empower teams as remote working becomes a way of life.

Large Image Person Screen Meeting
Blog

Planning for Productive & Secure Remote Work with Cisco

Monday, July 16, 2020 By Marcus Schmidt, VP Product Management, Intrado Chris Franke, VP Global Solutions Strategy, Intrado

Large Image Person Office 2
Blog

Key Steps to Secure Remote Working

As lockdown restrictions begin to ease across the globe, how can organizations prepare for a future where home working is likely to become the norm for many?

Large Image Person Cellular Phone
Blog

Intrado – Actively engaged and ready to serve

As concerns related to coronavirus, or COVID-19, grow globally, Intrado remains focused on the health and safety of our teams as well as the importance of delivering the solutions our clients will

Large Image Person Office
Blog

Supporting Remote Work with a Special Offer for Small and Mid-Sized Organizations

Intrado is committed to helping our clients and communities in their efforts to remain productive, engaged, and healthy as they implement remote work strategies.

Large Image Person Office 3
Blog

Keeping Employees Safe and Productive During Challenging Times

Mathematician and bestselling author, John Allen Paulos, once said, “Uncertainty is the only certainty there is, and knowing how to live with insecurity is the only security.”

Image: Desk from Above
Blog

5 Tips for High-performing and Collaborative Remote Workforce

Remote work has been steadily gaining traction over the past several years.

Image: The Do’s and Dont’s of Video Conferencing
Blog

The Do’s and Dont’s of Video Conferencing

Video collaboration is a core component of a modern Unified Communications as a Service (UCaaS) solution.

5 Things to Look for in a Cloud Provider
Blog

5 Things to Look for in a Cloud Provider

Let’s talk about Cloud unified communications.

Large Image Person Meeting 2
Blog

Applying 3 CX and UX Lessons Learned During a Pandemic

As a technology company operating with locations across the globe, remote work is embedded in Intrado’s DNA, and we’ve been at the forefront helping customers in other industries make the transitio

Image Large Person Posing Window
Blog

Meeting the Unified Communications Needs of Midsize Businesses

Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.

Image: Network Cables
Blog

MPLS Networks and the Rise of SD-WAN

For decades, Multi-protocol Label Switching (MPLS) networking has offered a flexible, stable and high-performing way for companies to connect offices.

Large Image Person Office 3
Blog

Catapulted Into the Future of Work: How to Plan for the Long-Term

The recent pandemic catapulted all of us into the future of work. But what key trends are emerging and how can businesses turn these to their advantage?

Women smiling holding cell phone.
Blog

7 Benefits of Using AI in Conversational Experience Design | Inside CX

Many customers today still try to bypass self-service options, like an IVR, as quickly as possible.

Image Large Person Posing Window
Blog

Meeting the Unified Communications Needs of Midsize Businesses

Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.

Two men looking at cell phone.
Blog

How Customer Experience Management Gives You a Competitive Advantage | Inside CX

Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage.

Image Large Cables
Blog

Get Ready for SD-WAN

Software-defined networking, otherwise known as SD-WAN, has proven a compelling alternative to the traditional wide area network (

Women talking on phone.
Blog

IVR Trends to Watch in 2020 and Beyond | Inside CX

IVR, or interactive voice response, has been around for a long time, but these popular solutions have chang

Large Image Person Cellular Phone
Blog

How Productive Remote Workers Close the Work Day

Walking out your office door after a day of demanding work to the relief of a relaxing, supportive environment is an ideal scenario for most people.

Image: Work from Home UCaaS Solutions from Intrado
Blog

Work from Home UCaaS Solutions from Intrado

For IT departments across the globe, enabling a remote workforce has become top priority as more businesses shift operational models to accommodate social distancing and more broadly, business cont

Image Large Cables
Blog

How Does SD-WAN fit into a UCaaS Strategy

Unified communications as a service (UCaaS) has become increasingly critical to support the needs of today’s globally dispersed and remote workforce.

Women texting on phone in front of laptop.
Blog

What Consumers Expect from Brand Communications

In the somewhat recent past, the brand and consumer relationship was much simpler. Most transactions were carried out person-to-person – either face-to-face or through a phone call.

Three person business meeting
Blog

3 Factors for Customer-Centric Product Management and Development

Even the most advanced technology may not resonate with customers. Instead, your customers want the best solution for their specific problem.

6 business people gathered around a table on a video conference call
Blog

What is a Huddle Space? (And Why Your Office Needs One)

The uptick in mobile and remote work over the past several years has changed the footprint of today’s workplace.

Four people at a meeting
Blog

5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

Do you want to create the best experience for your customers? Do you want to thoroughly engage employees?

Globe grahic with technology icons.
Blog

Seven Steps to Omnichannel Success

It’s pretty much impossible to avoid the hype around digital channels, chatbots and Artificial Intelligence (AI) if you are even remotely connected to the contact centre or CX industry today.  Indu

Blog

Directed Dialog or Natural Language: Is Conversational IVR Right for You?

Value of Conversational IVR One of the biggest hurdles companies face when interacting effectively with today’s evolving customers is supporting automated care that feels natural.

Press Release Templates

Press Release Templates to Boost Your Content Marketing & PR

A well-written press release can be an efficient and effective way to boost your content marketing and public relations strategy. The problem is, many people don't know how to write one.

Businesspeople attending an online meeting.
Blog

How Video Can Help Enhance the Power of Teamwork

We agree, “teamwork makes the dreamwork,” and it turns out, there’s some science to back this up.

Women on headset
Blog

How to Reduce Customer Service Costs and Raise CX with Analytics

Every business owner or manager wants to provide the best customer care possible.

Finger pressing on cell phone.
Blog

Visual IVR Demo: Mobile IVR Bridges the Customer Service Gap

Traditional interactive voice response (IVR) is still the golden standard for self-service.

Blog

What is Preference Management? – 11 Benefits and Best Practices

To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one.

Blog

4 Ways to Reduce Call Volume With SMS

Most companies want to provide good customer service, but every second someone spends on the phone costs money.

7 people gathered around a conference table having a business meeting
Blog

5 Collaborative Questions to Ask at the End of Meetings

A meeting – in person, by phone, video, web or some combination of all three – is about to conclude. The session leader asks: “Any questions?” Silence ensues.

Blog

5 Types of SMS Conversations for Business

What’s the Big Deal with SMS? According to Pew Research Center, text messaging — most commonly done as SMS messaging — is the 

Blog

Real-World Best Practices in Manufacturing Operations

REAL-WORLD BEST PRACTICES IN MANUFACTURING OPERATIONS No matter the product, every manufacturer looks for new ways to improve quality while lowering costs.

Woman by computer looking at viewer.
Blog

Optimise These 5 Key Customer Experience Factors Within Your Business

Customer experience is often defined as the way customers perceive your brand. This includes your product marketing and the manner in which you stand behind those products.

Women texting on phone.
Blog

How to Use an Outage Experience to Improve Customer Satisfaction

The power goes out, and a local utility company immediately springs into action to find a solution.

Blog

Customer Journey Mapping: 15 Plot Points Needed in Any Map

Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy.

Man walking and looking at phone.
Blog

Heads Up: How Proactive Notifications Can Help You Retain Customers and Maintain Loyalty

You have an opportunity to seal the loyalty of your customers and it is as simple as setting up alerts and notifications for important events surrounding their relationship with you.

Man holding cellphone with contact page on screen.
Blog

5 Common Complaints Hurting Your Customer Experience

The ultimate goal of contact centres is to promote positive customer interactions and outcomes.

Man texting on cell phone.
Blog

TCPA Compliance: 3 Things to Know Before Sending an Automated Call or Text

This article is for informational use only and should not be seen as legal advice.

Man taking call on cell phone.
Blog

5 Most Important IVR Authentication Best Practices

In customer service, you need to know what your customer wants. But it’s also important to know who they are.

Two people reviewing medical papers
Blog

5 Strategies of Successful Retail Pharmacy Chains

Customers have long turned to their trusted pharmacist for advice about managing their medications and their health conditions.

Blog

6 Tips to Improve Contact Center Quality Scores & Customer Service

The level of call quality may be the single most important determining factor in a contact center’s level of success.

Blog

21 Steps to Get Customers to Love Self-Service

Most businesses today agree that self-service adoption is one of their most important customer service goals.

Blog

Cheap, Fast or Good: Which Is Most Important?

You can have it cheap, fast or good. Pick two.

Women talking on headset.
Blog

Improve Customer Experience by Integrating Your Contact Center and UC Solutions

In Microsoft’s “State of Global Customer Service” report,

Blog

Substation Automation: The Best Way to Track Employee Check Ins

By Chandler Harrison, Account Development Executive

Women speaking on headset.
Blog

Why You Should Consider Combining CCaaS with UCaaS

Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible.

Three person business meeting.
Blog

5 Key Customer Experience Factors to Fix Within Your Business

Exceptional customer experiences don’t just happen.

Man talking on headset.
Blog

How to Build Emotional Engagement With Your Customers

With customer experience set to overtake product and price as the distinguishing factor for companies by 2020, many companies are now starting to consider different ways of improving the delivery o

Women talking on headset.
Blog

Call Center vs. Contact Center: 7 Key Differences

Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing.

Blog

5 Multilingual IVR Tips to Take Your Business Global

By Amy Goodwin, Senior Speech Technologist

Blog

30 Customer Experience Questions to Guide You Through the Jungle

By Jarrett Schmidt, Senior Vice President of Sales

A woman writing in a notebook
Blog

How to Boost Participant Engagement in Online Meetings

“Great things in business are never done by one person, they’re done by a team of people.” – Steve Jobs Collaboration is proliferating in enterprise communications.

office setting with people interacting
Blog

Motivational Games and Team Contests in Call Centers

Whether your contact center is geared towards inbound or outbound calling, sales or customer service, you want agents that stay motivated and energized to build a positive identity for your company

Man talking on cell phone.
Blog

How to Build a Single Customer View

As competition rises in every industry, customers choose brands more often based on their experience with a company.

Gavel
Blog

Enterprise E911 Regulations Explained

Emergency communications have improved exponentially since the first 911 call nearly 50 years ago.

Man and women meeting
Blog

13 Benefits of a Pilot Project Before Buying

Starting a new project can be exciting, challenging, and scary all at the same time.

Man talking on headset.
Blog

5 Ways to Overcome Multichannel Contact Center Challenges

Given the number of ways we communicate these days, it's not surprising to learn customers have high expectations when it comes to dealing with companies across multiple channels, whether it’s chat

Blog

5 Common IVR Complaints Killing Your CX

By David Orwick, Product Development Manager

Man working on computer.
Blog

What is Contact Center Virtualization?

The call centers of yesterday were often huge offices with row after row of agents answering calls that were routed to them using traditional PBX and ACD systems.  

illustration of the globe displaying thin blue line in random orbits.
Blog

An Introduction to SD-WAN Basics

Chances are if you keep up even a little bit with business technology trends, you’ve heard of SD-WAN.

Blog

3 Ways Technology Can Improve the Pharmacy Experience

By Mike Snyder, Director of Sales and Pharmacy Experience Strategist

Blog

3 Benefits of a Channel-Agnostic Platform

By Jarrett Schmidt, Vice President of Sales When it comes to your communication infrastructure, which is better: multiple providers or just one?

Powerlines
Blog

How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

woman in a call center wearing a headset
Blog

5 Reasons You Should be Using Call-Backs in the Contact Center

Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service.

an illustration resembling a circuit board in the outline of a human brain
Blog

How to Lead Brainstorming in a Virtual Setting with Moderation Tools

In their book The Net and the Butterfly: The Art and Practice of Breakthrough Thinking,

Blue Cloud
Blog

10 Key Points for Selling Inbound Contact Center Solutions

Many companies’ inbound technology is still the same as when they installed it 10 years ago.

Women on headset
Blog

Behind the Scenes at West’s Emergency Call Relay Center (ECRC)

On a Friday afternoon in the Emergency Call Relay Center (ECRC) at West, call volume is steady but manageable.

Ethernet cord plugged into a router
Blog

IP Communication Protocols 101

Most everyday users of the Internet understand that it provides them with access to searchable information across a public web of data; but how does this information get populated and transmitted t

VoIP phone graphic
Blog

The History of VoIP and Business Phone Systems

What is VoIP? Voice over Internet Protocol (VoIP) can be defined as “a technology or set of standards for the delivery of telephone calls and other voice communications over the Internet.

Two businessmen in a meeting
Blog

12 Questions to Ask When Choosing Contact Centre Software

When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions, hosted solutions and premises-based solutions to

two call center operators sitting opposed each at their keyboard wearing a headset
Blog

5 Ways to Show Your Call Center Agents Appreciation

Making employees feel valued should be an ongoing priority for any organization.

Women talking on headset.
Blog

How To Use A/B Testing In Your Contact Center

While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged.

a women wearing a headset taking a call next to a computer
Blog

4 Ways to Increase Outbound Contact Center Connection Rates

While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the

abstract night time city scape
Blog

What is MPLS?

What Does MPLS Stand For? Multiprotocol Label Switching (MPLS) is a term commonly heard when discussing telecommunications protocols.

Man talking on headset.
Blog

5 Tips to Improve Contact Center Performance Management

Managing contact center performance is not an easy task; however, it plays an essential role in contact center success.

Man standing at a server bank
Blog

6 Benefits of Enterprise Managed Network Services

The benefits of hosted and managed network services have made the service necessary to remain competitive at the enterprise level. Here are the top six benefits.

Women looking at computer screen while on headset.
Blog

10 First Call Resolution Tips for Call Center Agents

First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact.

Women on headset.
Blog

The Only Call Center Agent Scripting Tool You Need

Agent Scripting: Do You Have What it Takes to Get it Right? Agent scripting within the call center can be a touchy subject.

Kids looking at cell phones.
Blog

What is the Mobile Shift?

It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.

Blog

A Day in the Life of Your Customer

When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer ex

a man listening intently
Blog

3 Ways to Improve Listening Skills During Meetings

Listen Up: most likely you don’t listen as well as you could.  In a study by the staffing firm Robert Half, researchers asked:

A man talking on his mobile phone leaning back while sitting in front of a laptop
Blog

8 Benefits of Remote Contact Center Workers

The work-from-home option has been gaining momentum for a number of years now for contact center staff.

illustration of the earth with people icons connected by lines to suggest peer networking
Blog

The Benefits of Network Peering

The essence of the Internet is comprised of an expansive group of separate and autonomous networks, with each network consisting of a 

Freeway with light trails.
Blog

Components of SIP-based Network Architecture

WAN technologies have migrated from analog environments to digital environments in the past few decades.

Finger pressing on cell phone.
Blog

How Your Devices Learn to Talk to You

We may still be a few dozen years away from everyone having their own personal robot, but in a lot of ways, the future has arrived – especially in the realms of automatic speech recognition (ASR) a

Blog

Got APIs?

An application programming interface (API) can be defined as a set of protocols, routines, and tools for building softwa

Blog

Warren Buffett’s Words of Wisdom Apply to Customer Experience Management

Many readers are aware that Warren Buffett, otherwise known as the “Oracle of Omaha,” is one of the most successful investors and wealthiest people in the world.