Category: Explainer

What is VIP call routing

What is VIP call routing

VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a

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Agent availability

What is Agent Availability?

In this post: Call centers measure many KPIs (key performance indicators) to help them understand how well they are handling customer interactions and identify opportunities

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virtual call center software

What is Virtual Call Center Software?

Virtual call center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently.  Some organizations have their in-house contact centers, while

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Pacing Ratio

What is the Pacing Ratio?

In this post: Automated outbound calling software is often used in outbound contact centers to improve the outbound calling process. This not only boosts overall

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