Articles

Aircall has been a leading cloud-based phone system and contact center solution since 2014, designed to streamline business communication. It’s well-known for its intuitive interface and seamless CRM integrations, as well as powerful call management features, making it the go-to for small to medium-sized businesses.

Multichannel and omnichannel may seem interchangeable in the world of customer service, but they’re actually quite different (think apples and oranges; different, but both still fruit).

Imagine being able to understand not just what your customers are saying, but how they’re saying it, live, as it happens. Real-time speech analytics enables just that. 

Clarity in communication is not just a nicety or UX improvement; it’s a powerful, strategic advantage that builds trust, improves customer experience, and gives businesses a competitive edge.

Picking the right phone system for your business is like choosing the engine for your car: both options will get you moving, but one may be better equipped for the road you’re on and the road ahead.

Discover where Dialpad excels, where it falls short and which alternative contact center platforms you should consider in 2025.

Voiso is excited to announce its participation in the Arabian Travel Market (ATM) 2025, taking place in Dubai from April 28th to May 1st. As one of the biggest events in the Middle East for travel and tourism, ATM is a hub for networking and learning among industry leaders and innovators.

Want to handle chats from Messenger and Instagram in Voiso? This guide shows you how to get verified by Facebook and set up your omnichannel workspace to unlock essential digital channels for your contact center.

In today’s digital landscape, call centers handle vast amounts of sensitive data, from personal customer information to financial transactions. These centers act as the primary point of interaction for businesses and their customers, making them prime targets for cybercriminals seeking to exploit weaknesses in data security.

Let’s be honest, interacting with customer service can be a mixed bag. Sometimes, it’s quick and painless; but other times, it’s a real drag. Enter: sentiment analysis.

Get ready, LATAM: Voiso is gearing up to bring its cutting-edge, AI-powered call center solution to iFX Mexico 2025, LATAM’s premier event for the online trading and fintech industry.

A single bad call doesn’t just end when the customer hangs up. It lingers – costing businesses money, time, and lost trust. Poor customer service is estimated to cost businesses between 75 billion and 1.6 trillion a year in losses, from frustrated customers switching providers to agents wasting time on inefficient calls and missing opportunities to convert […]

Dialers are the unsung heroes of call center productivity. They keep everything moving at an efficient pace, and ensure agents aren’t wasting time on manual dialing or missed calls. But not every dialer is created equally.

Today’s consumers are more informed, expect instant responses, and demand personalized, seamless interactions across multiple platforms. Yet, many contact centers still operate with outdated processes that fail to meet these expectations.

Cold calling isn’t always cast in the best light. It’s been labeled as intrusive, annoying, and even stressful for both prospects and agents alike. But when done right, it’s the golden goose of the sales world.

Voiso is a leading cloud-based communication platform that offers top-tier features for companies switching over from Avaya.

Revenue Per Call (RPC) is a critical metric that quantifies the average income generated from each customer interaction within a contact center. RPC analysis provides insights into the effectiveness of a contact center’s sales approach, helping businesses pinpoint areas for improvement. Optimizing RPC involves implementing targeted strategies that enhance both customer experience and sales outcomes. […]

Lead response time is the duration between a prospect’s initial inquiry and a sales representative’s first follow-up. It is a key determinant of conversion rates, customer engagement, and overall sales performance. Why Lead Response Time Matters The speed at which businesses respond to leads has a direct impact on sales outcomes. Here’s why: 78% of […]

When it comes to managing customer service, businesses are often faced with a big question: should they keep it in-house or let a Business Process Outsourcing (BPO) provider handle it? Both options get the job done, but each has its pros and cons.

Catering to a global client base of 1.7 million traders across 180 countries, BDSwiss is one of the world's leading financial institutions of Forex and CFD investment services.

Customer support and sales agents are facing more pressure than ever before. As businesses push for faster response times, higher conversion rates, and seamless customer experiences, agents are left dealing with increasing workloads.