Rethinking Call Analytics: What Really Counts as a Missed Call? (And Why It Could Save Bob’s Job)
Let’s talk about missed calls. Sounds simple, right? A call comes in, no one picks up, and boom—it’s missed. But what if I told you that the story behind those numbers is anything but simple? Working with PBX call analytics has taught me one thing: the data doesn’t always tell the truth. In fact, sometimes … Read more
The Truth About Call Quality: It’s (Mostly) Not Your VoIP Provider
You’re on an important call when the audio suddenly garbles or cuts out. Annoying? Yes. But in most cases, your VoIP provider isn’t the problem—your network is. What Really Causes VoIP Call Issues? Research shows that over 90% of call quality problems originate from external factors, not VoIP providers. Here’s where issues usually stem from: … Read more
Keep Unified Communications from Turning into a Disaster
Unified Communications is a fancy word for a business phone system that integrates multiple communication technologies and methods into a single platform. This is a natural evolution of a system originally designed for voice communications. UC has the capability to ultimately take your communications to the next level and optimize the way your organization interacts. … Read more
Enhanced 911 Spelled Out
While first implemented by AT&T in the late 60’s, 911 didn’t become a standard channel for accessing emergency services in the United States until 1972, when the Federal Communications Commission (FCC) recommended that 911 be implemented nationwide. The 911 service initially included basic routing of calls to local police departments, but in 1975 Bell Labs … Read more
Hosted PBX Unwrapped Series: Challenges of Automatic Voice Recognition
Voice Recognition technology deals with significant challenges and its uses in today’s business phone systems interactive applications is somewhat limited. Because of this it is also named a primary source of frustration by many clients. Nevertheless, in its current form, it can still be beneficial in a number of Interactive Voice Response uses where security and speakerphone detection issues can be mitigated.