Articles

At Voiso, we’re always on the lookout for opportunities to connect, share ideas, and explore what’s coming up in the communication world. That’s why we’re excited to announce that we’ll be attending the i-Con Conference in Cyprus on May 29th & 30th, 2025.

CloudTalk has built its reputation as a cloud-based phone system and contact center solution that streamlines business communication with features like VoIP calling, call routing, and CRM integrations.

It’s not always easy to find the right software, even when you have a good idea of what you’re looking for: you need to choose a solution that empowers your team to work smarter, not harder, which can be a challenge with so many options to choose from.

Five9 is a pretty big deal in the contact center world. It’s a contact center platform packed full of powerful tools like automatic call distribution (ACD), interactive voice response (IVR), and workforce optimization that help businesses manage high call volumes with ease.

Reducing Average Handle Time (AHT) can significantly cut contact center costs, but optimizing it without sacrificing service quality requires a balanced approach. Accurate AHT tracking must include talk time, hold time, and after-call work across all channels, something Voiso’s platform enables through unified reporting and real-time analytics. By combining smart routing, AI-powered agent support, and performance metrics like CSAT and FCR, contact centers can improve efficiency without compromising the customer experience.

Most contact centers still track cost per call as a flat average, ignoring critical variables like call complexity, resolution effort, and agent tier, which leads to misleading conclusions and inefficient decisions. Real savings come from targeting hidden cost drivers like wasted agent time, repeated calls, and fragmented workflows, areas Voiso solves with AI-powered AMD, smart automation, and CRM-embedded operations. By shifting from cost-per-minute to cost-per-resolution and leveraging tools like SMS follow-ups and omnichannel dashboards, high-performing teams reduce costs without sacrificing quality or customer satisfaction.

Choosing the right contact center solution can feel like a juggling act at times, and with so many options on the market, how do you know which one is right for your business?

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.

Call quality impacts more than just agent scorecards, it directly affects customer satisfaction, retention, and revenue. Traditional scoring models often fail to reflect real performance, while AI-driven analytics offer deeper insight into sentiment, resolution success, and compliance. Businesses that embrace real-time coaching and smarter scoring not only reduce repeat calls but also turn every conversation into a competitive advantage.

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 key metric that measures the income generated per customer interaction, offering a clear view of how effectively contact centers turn conversations into revenue. High RPC is driven by strong conversion rates, upsells, deal size, and efficient call handling, especially when powered by AI tools for real-time analytics, sentiment detection, and lead scoring. By optimizing agent scripts, targeting high-intent leads, and leveraging automation, businesses can significantly increase RPC without increasing call volume.