Call processing News
December 07, 2016
With insight from its phone call leads, Arbor Memorial was able to find out that calls accounted for 1.5 times more sales than online-based leads.
June 23, 2016
Sales Cloud feature Lightning Voice can improve sales engagement, while decreasing data entry.
March 01, 2016
Numonix has announced a Microsoft Office 365 integration that records voice, video, chat and desktop screen communications via a hybrid cloud environment.
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Implementing SIP trunking can be a daunting task for many organizations. But enterprises can take certain steps to ensure their SIP deployment is relatively smooth. Industry leaders at Enterprise ... Continue Reading
A robocall is an automated telephone call initiated by an autodialer for delivery of a prerecorded message. Robocalls are used for a wide variety of communications including public service announcements, appointment reminders, marketing, advertising, opinion polls and political campaigns. They’re also often used illegally for phone scams. Continue Reading
Call signaling is a process that is used to set up a connection in a telephone network. Continue Reading
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Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
Telemarketing might not be dead, but the near-complete saturation of smartphones in the consumer market has landed some death blows to outbound marketing strategies. Continue Reading
Call recordings that include payment information are subject to PCI DSS compliance. Expert Mike Chapple explains how to handle the call center data securely. Continue Reading
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As the telephone itself disappears from the voice communication process, engineering VoIP quality becomes more critical. Network managers assess what they're hearing now. Continue Reading
Voice gateways connect VoIP networks to telecom providers and analog phones, while also providing backup call support. But these sensitive devices need proper security. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading
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A new Dodd-Frank rule requires swaps dealers to record oral communications, a move regulators say will deter illicit activity and improve compliance. Continue Reading
Understanding the role that Cisco Unified Communications Manager (CUCM) plays in a converged network from various IT perspectives is necessary for a successful installation and configuration. This chapter describes the architecture, hardware and software requirements and the licensing model of the Cisco Unified Communications Manager. Continue Reading
Expert Lori Bocklund discusses factors that impact service levels in a call center. Continue Reading