IVR - Old Wine in New Bottles? Introduction Is that what the new frenzy of IVR is all about? It seems like that. But, that is not the truth. Customer service environment and technology is changing drastically. And no, I don’t mean change from a customer point of view, [...]

Why VPN is required for remote work environment? INTRODUCTION Look both ways before crossing the street, don't share OTP and use a VPN when working online. All of these aren't thumb rules of life but they should be. Every 39 seconds, someone attempts to hack a computer or [...]

How to reduce Abandon Call Rate (ACR) in Call Center? In a call center scenario, you find that there was a customer in queue waiting for assistance who suddenly left the call mid-way before contacting the agent. This is a case of abandoned calls. In recent years, with rapid [...]

Turn your Smartphone into your PBX extension Hey! You have a decent PBX system at the office for the inbound process, which enables your customers to reach out to you at your workplace, Have you ever wondered, what if something important comes up while you aren’t at the office? At [...]

The Death of PBX Retrospecting a few decades, the tedious task of setting up an organization involved PBX and LAN-Cabling, along with other imperative setup activities. Furthermore, every desk would require a phone which in turn was connected to the central PBX. The PBX was connected to the exterior [...]

Contact Center as a Service (CcaaS)? Today businesses grow with dedicated and happy customers. This formula is well tested and documented. Companies today are trying to improve their customer support and thereby, adopting new methodology to the contact centers technology. Not long, Companies used to be more product and [...]

Vicidial - The Opensource gift to Call Center Industry Have you been looking for open-source software for your business and call centers that can interact with Asterisk-based IP PBX Phone System which can enable it to function as an inbound/outbound call center solution? If yes, then let us introduce [...]