Tailored Contact Center Solutions for Sales, Support, and Industry-Specific Needs

Thirty-two percent of customers will walk away from a brand they love after one bad experience, according to PricewaterhouseCoopers (PwC). In inbound support, you can see exactly where those experiences break down: a caller stuck on hold for four minutes, transferred twice, explaining their problem for the third time. Every one of those friction points is a metric, and most contact centers are already tracking them, whether they're acting on the right ones or not.

International business calls are expensive, and most growing companies underestimate the total bill. According to Fortune Business Insights, the VoIP market has already surpassed $140 billion and is projected to more than double by the early 2030s, largely because businesses need cheaper ways to call across borders.

When customers see a foreign country code on their phone, many just don't answer. A familiar local number feels safer. For sales teams, support desks, and collections teams, that gap can affect pickup rates and results.

Remote work, cross-border sales, and international communities aren't edge cases anymore. Statista research shows the number of people working remotely across national borders has climbed year over year, and app-based voice calling has grown right alongside it. GSMA data tells a similar story: global voice traffic keeps moving away from traditional carriers and toward internet-based calling apps, especially for international calls.

Every customer service team wants fast calls that don't feel rushed. But average handling time (AHT) in contact centers still hovers around six minutes, according to Call Centre Helper's benchmarking data. In high-volume environments, even small delays can lead to higher costs, slower resolutions, and agents who feel the squeeze.

Recognition means something different when it comes from your customers. In the G2 Winter 2026 Awards, Voiso was named a Leader or High Performer in more than forty reports, including categories like Speech Analytics, Auto Dialer, and Call Center Infrastructure.

Average Hold Time (AHLDT) measures how long callers are placed on hold during live interactions and directly impacts customer satisfaction, operational efficiency, and brand perception. This guide breaks down the causes of long hold times, how to track AHLDT accurately, and actionable strategies to reduce it without sacrificing service quality. It also covers common mistakes to avoid, related metrics to monitor, and how tools like routing, training, and system integration contribute to faster, more effective calls.

Average Call Duration (ACD) measures only the talk time between agents and customers, making it a useful but often misunderstood diagnostic metric. The article shows how to interpret ACD in context, by segmenting it by call type, agent experience, or campaign and how to connect it with KPIs like CSAT and FCR for meaningful insights. It also offers practical strategies using Voiso’s tools to improve call outcomes without compromising quality or agent morale.

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.

One of the simplest yet most powerful ways to improve call experiences is through warm transfer calls. Unlike abrupt handoffs that force customers to repeat themselves or feel ignored, warm transfers create a smooth bridge between agents, ensuring context and key details follow the customer to the next point of contact.

Interactive Voice Response (IVR) systems have become an essential tool for insurance providers seeking to improve customer service, streamline operations, and reduce costs.

Delivering great customer service can be expensive, but it doesn’t have to drain your budget. Many businesses assume that saving money means cutting corners, but in reality, the smartest strategies help you reduce costs and improve the customer experience at the same time.

Reducing wait times isn’t just about speed; it’s about showing customers you value their time and earning their trust with every interaction. Done right, it can transform your contact center from a necessary touchpoint into a competitive advantage.

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.

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.

It’s easy to mix up customer service and customer experience; after all, both shape how customers feel about your business. But understanding the difference is crucial if you want to build loyalty and stand out in a crowded market.

We’ve all heard it: “Cold calling is dead,” “No one answers their phones,” or “It’s just spam.” The reality? Cold calling isn’t dead—it’s evolving. And for teams that master it, it remains one of the fastest, most direct ways to fill your calendar with quality appointments.

Predictive dialers are powerful tools for any business looking to scale outbound calls efficiently. But with that power comes a big question many businesses ask before hitting “start” on their campaigns: are predictive dialers even legal?

For healthcare providers, the right contact center software isn’t just a tool; it’s a way to deliver better patient experiences while keeping teams organized and reducing manual workloads.

If you’ve ever tried juggling last-minute booking requests, handling flight cancellations, and reassuring a stressed-out traveller all at the same time, you know running a travel agency is no easy feat.

Recruiting has become a fast-paced game where candidates expect quick, personalized replies. Making candidates wait days for a call back is a surefire way to lose out on top talent.

Handling tough customer issues is one of the biggest challenges for any contact center. Few situations put your systems and teams to the test like deciding when and how to escalate a problem.