When implemented well, an intuitive interactive voice response (IVR) self-service system improves key call metrics, such as the average speed to answer (ASA) and call abandonment rate, which increases your customer satisfaction score (CSAT). Below, we’ll go through IVR self-service best practices and how to optimize this feature of your business phone system. 1. Create…
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6 Best Services for VoIP International Calls in 2022
Unless your voice-over-internet-protocol (VoIP) provider offers unlimited international calling, calling out-of-country can make your phone bill unpredictable and expensive. The best phone systems offer plans with unlimited VoIP international calls and features to support your business globally, like international numbers and call forwarding. We compared various providers offering cheap or free international VoIP calling to…
What Is Call Masking & Its Benefits for Businesses?
Call masking, also known as number masking, is a voice-over-internet-protocol (VoIP) feature used by businesses to hide the contact information of all individuals involved in a call. Deploying a call masking solution protects both parties’ privacy, identity, and personal information, whether through voice call or text message. Keep reading to learn more about call masking’s…
What Is IVR & How It Improves the Customer Experience
Interactive voice response (IVR) is an automated phone menu that interacts with human callers through voice response or telephone keypad. Call centers use IVR to provide callers with quick information and facilitate self-service actions, which saves them from needing to connect to live agents and reduces the risk of aggravation from improper routing. Integrating a…
5 Best Cisco Jabber Alternatives for 2022
In 2021, Cisco announced it was discontinuing its Jabber platform. Jabber provided group chat, a softphone, screen and desktop sharing, screen capture, video conferencing, and standard chat functionalities. While Cisco is pushing users to Webex, businesses looking for another option should consider this list of the best Cisco Jabber alternatives to find a comparable solution…
Talkdesk Review: Is It Right for Your Business?
Talkdesk is a cloud-based contact center platform that helps businesses provide optimal customer experiences. It lets users manage client conversations through their preferred channels, such as voice, chat, text, email, and social media. Pricing starts at $75 per user, per month with a three-year contract. Based on our Talkdesk review, we found it provides flexible…
5 Best Freshdesk Contact Center Alternatives in 2022
Freshdesk is a full-featured contact center platform that offers a host of useful functionalities and affordable plans for businesses on a budget. However, many Freshdesk Contact Center alternatives provide more advanced call management features, workforce management tools, and industry-specific offerings. We evaluated five competitors to find the best Freshdesk alternatives and rated them based on…
Ooma vs Google Voice: Which Is Better for Your Business in 2022?
When comparing Ooma vs Google Voice, each provider delivers voice-over-internet-protocol (VoIP) calling services, but are built on different technology. Ooma is designed to replace a team’s traditional landline phone system in an office environment. Google Voice is better suited as a way to support business calls on an individual’s mobile device. So which one comes…