Seeking to simplify business processes while taking up a minimum of space and making the most of what new technologies have to offer: this is the motto of internet telephony software! In that regard, a softphone (a contraction of software and telephone) is an advanced software that allows phone calls to be made from a computer. Find out what is a Softphone and how does it work in our article.
ACD or Automatic Call Distribution is call center software's feature, and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to the proper person. How does it work during campaigns? and What are its capabilities?
A lot of people in the call center industry still struggle to understand what STIR/SHAKEN is, how it is supposed to work and how to prepare for the moment when this will be enforced, in June 2021. This article answers all of these questions and explains STIR/SHAKEN so that anyone can understand it.
Let's look at how a predictive dialer works, what it is, and its purpose within a call center environment. We look at the algorithm and its benefits for most call center operations and how it can significantly increase the KPIs of an outbound team.
DNIS stands for Dialed Number Identification Service. It is used in telecom to help call receivers and call dialers, and increase call center productivity and efficiency. By using DNIS, you can enhance call center metrics and first call resolution rates. Read the entire explanation here!
An overview of how the caller name delivery system functions, what the requirements are for caller name presentation, and some known issues with the system. If you have any other questions, do not hesitate to contact us in the comments of this article.
SHAKEN STIR implementation is taking the world of contact centers by storm. NobelBiz and its products are here and they're ready to work with our clients towards full attestation!
Working from home in a call center is confusing, but we're clearing that up with a call center work from home troubleshooting list of issues and solutions! We put every possible issue plus a few suggestions for managers and supervisors.
Ensure that you meet the call center system requirements. Minimum specifications for most call center software: CPU: i3, good internet, 4GB ram, and more. Read the entire specification list (including network and software phone) inside.
STIR SHAKEN is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a call. We've talked with our team and compiled an article addressing the most common and valid concerns our customers have about SHAKEN STIR.