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To a customer, pressing “Call” feels simple: tap a button, hear a ring, speak to a human. Underneath, dozens of systems negotiate codecs, routes, permissions, data, and fallbacks in milliseconds.…
If you feel like “cloud contact center,” “cloud PBX,” and “VoIP” all blur into the same thing, you’re not alone. Vendors mix the terms, sales decks bundle them together, and…
Most teams inherit call flows that “just work” and never stop to ask what’s actually routing the calls. Are we using ring groups? Hunt groups? True queues? Any skills-based logic…
Most leaders hear “ACD is overloaded” and only see two outputs: long waits and angry customers. Under the hood, though, your automatic call distributor is making a series of decisions…
Most contact center buying cycles die in the same place: a 60-feature spreadsheet where every vendor looks “green” and no one can explain how any of it changes outcomes. The…
Most demos are theatre: pre-loaded data, perfect Wi-Fi, and agents who never make mistakes. Your job is to puncture that bubble fast. The best way is not more features, but…
Most contact center demos are narrated theatre. A sales engineer talks over slides while you nod along to phrases like “AI-powered routing” and “360° customer view.” None of that predicts…
Most “proof-of-concepts” drag on for months, run in synthetic environments, and prove almost nothing about how a platform will behave on your real queues, with your real agents, on your…
Skill-based routing is supposed to get the right customer to the right agent, faster. In most contact centers, it ends up as a maze of overlapping skills, one-off exceptions and…
Priority queues are supposed to protect your best customers. In most contact centers, they’re implemented like a shortcut: create a “VIP queue,” tag a few agents, and call it premium…
Callbacks are one of the few contact center levers that can cut abandonment fast without hiring a new shift overnight. But most teams implement them like a band-aid: “Offer a…
The first 10 seconds of your IVR decide whether a customer will cooperate or go to war. Not “eventually.” Immediately. If the greeting is slow, the menu is vague, the…
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