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In an era where customers expect instant, seamless interactions, having the right contact center platform is no longer a nice-to-have, it’s critical. Omnichannel solutions let businesses meet customers wherever they are, whether that’s on voice, email, chat, SMS, or social media, without losing context.

The Office of the Commissioner of Electronic Communications and Postal Regulation (OCECPR) has officially certified that Voiso Pte. Ltd. is registered as a duly authorized operator in Cyprus under the Regulation of Electronic Communications Law of 2022.

Customers don’t think in channels, they think in moments. They might scroll past your ad on Instagram, compare options on your website, ask a question on chat, and finish the purchase in-store. If that process feels clunky, you lose momentum (and often the customer).

Change is part of the DNA of every contact center. New tools roll out, customer expectations evolve, regulations shift, and sometimes entire workflows are reimagined overnight. For managers, the challenge is guiding their teams through change without losing service quality or morale.

At Voiso, we pride ourselves on building partnerships that go beyond simple integration. Our collaboration with AltimaCRM, a global leader in brokerage and CRM technology for financial firms, is a prime example of how a shared vision can create lasting value for both our partners involved and the customers they serve.

If you’re thinking about moving your contact center operations to the cloud, you’re not alone. But what exactly does cloud migration mean in this context? Simply put, it’s the process of shifting your contact center’s infrastructure and services—from traditional on-premise setups—to a cloud-based platform.

In customer success, the most valuable thing I’ve learned isn’t a tactic or a tool, it’s a mindset shift. Specifically: never treat two clients the same way, even if they’re using the same product.

Mark your calendars: Voiso is heading to Affiliate World Europe in Budapest, Hungary, on September 4–5, 2025. As one of the world’s premier affiliate marketing and e-commerce conferences, Affiliate World is where industry leaders, brands, and solution providers gather to share insights, build partnerships, and discover the next big innovations in digital marketing.

Contact centers used to involve rows of phones, long call queues, and little else. Today, they’ve evolved into complex, omnichannel hubs, handling calls, emails, live chats, social media messages, and even video interactions, often all at once.

The Info-communications Media Development Authority (IMDA) has officially granted Voiso Pte. Ltd. a Services-Based Operations (Individual) Licence under Section 5 of the Telecommunications Act 1999.

Raw call counts per agent often misrepresent actual workload and performance, as they ignore factors like case complexity, channel type, and resolution effort. High-performing contact centers move beyond volume metrics to track context-rich indicators, such as occupancy rate, contact load index, and first call resolution, to understand where pressure builds and why. With Voiso’s real-time analytics and AI-powered routing, teams can balance workloads intelligently, prevent burnout, and align agent output with quality, not just quantity.

Scaling a contact center isn’t just about adding more people to the phones or installing new software. It’s about creating a foundation that can grow with you, without losing the quality of service your customers expect.

Customer service is no longer just about answering calls and emails. Modern technology is quickly reshaping how businesses connect with their customers, and how customers expect to be treated. Digital transformation is at the heart of this change, turning traditional call centers into dynamic, omnichannel hubs powered by AI, cloud solutions, and automation.

If you’ve ever dealt with a customer service rep who instantly made you feel understood, even before solving your problem, you’ve probably experienced the power of emotional intelligence.

Every customer service rep knows that not every conversation starts with a smile. Some begin with a sigh, a raised voice, or a long list of complaints. But moments of tension aren’t just problems to solve; they’re opportunities to build loyalty, trust, and even turn critics into champions.

Every second counts when you’re running a call center. When agents are engaged and calls flow smoothly, you hit your performance goals and keep customers happy. But when agents are stuck waiting between calls, that momentum slows to a stop.

When people think about contact center software, they usually picture automation, long wait times, and generic scripts. But here’s the truth: behind every call or message is a person looking to be heard, helped, and respected.

If you're in sales, then you know that objections are inevitable. Every rep gets them, and while they might feel like walls blocking your deal, they’re actually doors, if you know how to open them.

Let’s be honest, your customers aren’t glued to their email inboxes—they’re on their phones. And not just scrolling; they’re texting, replying, and expecting fast, convenient interactions. That’s where business text messaging comes in.

In any call center environment, relying on gut instinct just isn’t enough. The shift toward data-driven performance management has made it possible to understand exactly how agents are performing, and where they need support.

In today’s business landscape, cloud-based communication tools go far beyond convenience into necessity. As teams go remote, customer expectations rise, and collaboration becomes more complex, organizations are rethinking how they connect, both internally and externally.

Virtual numbers are everywhere, from startups running global support lines to freelancers creating local presence in new markets. As cloud telephony grows and cross-border commerce becomes the norm, more businesses are jumping on board.

Call center occupancy rate reflects how much of an agent’s time is spent on live interactions and after-call work, but without context, it can mislead teams into overworking agents or misjudging productivity. High occupancy often signals burnout risk or broken processes, not efficiency, especially when wrap time, coaching, or blended channel work isn’t accurately captured. Voiso gives teams a deeper view by breaking down occupancy by intent, channel, and performance trends, turning a flat metric into a powerful operational signal.

After-Call Work (ACW) often goes unnoticed, but it consumes up to 12% of agent time, costing efficiency and hiding opportunities for improvement. Rushing ACW leads to compliance risks and poor documentation, while smart teams focus on structured notes, tool integrations, and mid-call tagging to maintain speed without sacrificing quality. Voiso streamlines wrap-up with AI-generated summaries, CRM sync, and a single-screen interface, helping contact centers recover time without losing context.