In uncertain or unfamiliar times such as these, customers tend to call companies more than usual to get answers to their questions. Advanced technologies can significantly improve the caller’s experience, provided they are used appropriately. Last week, we looked at best practices in call center design. In this article, we examine speech recognition and how it should (and should not) be used to add value, efficiency, and effectiveness to your contact center procedures.

The COVID-19 pandemic has resulted in overwhelmed contact centers for many companies. Calling customer support can sometimes be a frustrating experience, especially when there are long wait times or too many hurdles to speaking with a live human being. But, it doesn’t have to be. In this article, we review some best practices for call center design, so that calling support can be a pleasant experience in which customers can get exactly what they need in the least amount of time possible.

Most modern IP phones today support Power over Ethernet (PoE), an almost magical technology that powers your IP phone via the same Ethernet cable that connects it to the network. While it may seem simple on the surface, PoE technology is actually quite sophisticated, and is worth understanding when making choices involving network design or IP telephony hardware.

One of the most groundbreaking advantages of voice over IP technology is that, with the proper configurations, it is possible to install a voice endpoint anywhere in the world, as long as internet connectivity is available. But what happens if it is unavailable? For such cases, satellite access technology is quickly becoming an economically and technically viable solution.

Employing VoIP services over a satellite link can sometimes be challenging, due to the unique idiosyncrasies of the technology. In this article, we examine satellite internet links and how you can optimize VoIP implementation over satellite.

While it doesn’t happen often, every once in a while you’ll come across an IP phone that simply won’t cooperate. You may have gone through every troubleshooting procedure that you can think of, but the phone continues to refuse to function correctly. You begin to consider the possibility of a defective phone, but before you invoke the manufacturer’s warranty, you want to be sure. Here we review the steps you can take to confirm, to a reasonably high degree, that the problem is indeed a defective device.

The COVID-19 pandemic is impacting businesses around the world. Organizations are being forced to maneuver in a new world of security and privacy issues related to a remote workforce involving hardware and software needs, as well as employee access policies. While working from home may be a new and foreign concept to some companies, the cloud-based tools they use everyday have made it infinitely easier to continue operations and serving their customers with the same level of quality of service, support and communications that their brick and mortar operations have sought to provide.

So, as resellers and service providers of VoIP and uCast services, one of the most critical components in enabling a successful work-from-home experience for your customers (and their customers) is to keep the phone services operating as normally as possible. In this article, we suggest six steps to enabling an effective work-from-home (WFH) environment.

If you are a voice network engineer, then it has probably happened to you. Your SIP server is all set up and you have plugged in your IP phone. Its lights come on, its screen is activated, you see the loading icon rotating, and then… nothing. For some reason, the phone will not register.

IP phone registration issues are, unfortunately, not uncommon. In this article, we examine the most common causes of registration failures, and best practices for troubleshooting and resolving them.

Telephony solutions come in all shapes and sizes and can be customized to suit the specific needs of each individual business. But with so many choices, it can be confusing for customers to distinguish between the various options available. This is no less the case when it comes to choosing a VoIP service.

Jitter is one of the most common causes of substandard voice communications over IP networks. This article provides an overview of jitter and how it influences voice applications, as well as methods for resolving it on your networks.

With more employees working from home to comply with social distancing measures currently in place, TeleDynamics has been getting a lot of requests for help with getting employees operational from home. In this article, we will review a number of ways you can enable an employee to use their company IP phone from home, as well as other methods for making and receiving calls without the need for special hardware.