Dan Solomon

Quick answer: Agent onboarding is the structured period between a new hire’s first day and the point where an agent handles customer contacts independently at expected quality. Most programs run between two weeks and a month and a half depending on product complexity, and most are designed around covering material rather than building capability. That […]

Quick answer: Most VoIP faults come down to four things: jitter, lost packets, latency under load, or a misconfigured firewall. Insufficient raw bandwidth is a far less common cause than timing variation, loss, or queueing under load, since a single voice stream needs only about 85 to 100 kbps. The quickest route to a working […]

Quick answer: In a multi-tenant setup, many organizations share one running instance of the software, with their records separated at the software layer. In a single-tenant setup, your organization gets a dedicated instance. Shared infrastructure is cheaper and patches faster; dedicated infrastructure gives you more say over timing and configuration. The harder question, and the […]

Quick answer: Handle time, deflection, and containment were built to measure live agents, and they mislead badly when applied to AI. A fast bad call isn’t a win. A deflected customer who churns a week later isn’t a save. Better yardsticks for judging an AI agent are resolution quality, escalation appropriateness, downstream contact rate, and […]

Voiso is one of the best RingCentral alternatives that grows with your business and adapts to your company's unique needs.

Twilio Flex has many powerful alternatives, the best of which being Voiso – a cost-effective contact center solution designed for both sales and support teams.

A CCaaS (Contact Center as a Service) and CRM (Customer Relationship Management) integration brings customer information and communication tools together in one place – it’s a match made in efficiency heaven for contact centers.