Genesys-AudioCodes

Who is Controlling Your Home Agent’s Voice?

At the upcoming Genesys CX17 events (http://online.audiocodes.com/genesys-cx-events-registration), AudioCodes will present, as part of the new Genesys and AudioCodes partnership, an IP Phone combined with a centralized management application that has been specially designed to increase the productivity of work at home agents (WAHA) and deliver a superior level of customer service. The move towards the […]

VoIP applications need dynamic routing decisions

If it’s Friday, I’ll Take the Scenic Route Home

VoIP routing applications suffer from the same issue as navigation applications do, how to make decisions based on a variety of criteria. In an ideal scenario where the network is free of any impairments, the main VoIP routing criteria would simply be the cost to the desired destination. However, in real life, there are so many other competing criteria

Call recording

My Skype for Business Calls Need to be Recorded, Right?

Anyone who calls a customer service or tech support line has gotten that “this call may be recorded for quality assurance purposes” announcement in their lifetime.  That typically means that the contact center you called has a recording system and most likely will record your call, whether it’s to understand how their employees handle customer […]

Lifeline providers

Increasing Margins of US Lifeline Providers

How can US lifeline providers reduce their per-minute cost Thanks to the FCC-mandated, government-sponsored program, called Lifeline, the financially disadvantaged in the US can receive a cell phone and anywhere from 500 minutes to an unlimited number of minutes and texts every month — at no charge! The Lifeline program ensures that all Americans have […]

Coexistence & Migration

Clouducation Episode #2

Coexistence & Migration I know most people don’t want to hear it, but is it time to start thinking about removing legacy infrastructure and beginning the journey to rolling out a new telephony solution?  The old adage of ‘if it isn’t broken, don’t fix it’ might no longer fit with the rapid pace of change.   […]