Feb 24
Two Ways Real-Time Monitoring Can Improve Customer Service
With real-time montoring, customer service supervisors can quickly react to customer service issues and improve customer satisfaction.
Feb 19
Open RAN Security Based on Zero Trust Architecture
A zero trust architecture (ZTA) is a cybersecurity architecture that is based on zero trust principles and designed to prevent data breaches and limit internal lateral movement. Support of a zero-trust architecture requires each O-RAN component to comply with established functionalities and protections. O-RAN Alliance [6] has identified several guiding principles.
Feb 17
Three Ways To Keep Existing Customers Engaged
Repeat customers are key to business success. How can businesses use a contact center to keep existing customers engaged?
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Post
Feb
10
Improving Remote Customer Service Through Gamification
To combat the loss of output and face-to-face connection, many contact center solutions offer “gamification” features for remote agents.
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Feb
08
Open RAN Leads to MORE Secure Networks
At the heart of Open RAN is the use of cloud native architecture, the same architecture that is the bedrock of today’s internet and public cloud. Open RAN is built on a cloud native platform with clear responsibilities and accountability established between hardware/infrastructure suppliers, a hybrid-cloud platform supplier, and RAN software suppliers. It enables network operators to select suppliers that meet all the required industry security standards and certifications
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Feb
03
Three Misconceptions About Average Handle Time
Businesses often use Average Handle Time to measure customer service success, but is it a reliable metric?
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Jan
27
What Does HIPAA Compliance Mean For a Contact Center?
A medical entity’s contact center platform must comply with HIPAA regulations for the medical entity to be compliant.
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Jan
21
Telecom Rising to the Occasion
In the post Covid-19 world, establishing a virtual presence and dependency on connectivity has increased. Telecom networks must be highly available and quickly scalable.
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Jan
20
The One Contact Center Feature That Nobody Thinks About – But Should
Rather than looking at functionality when comparing contact center vendors, businesses should focus on integration capability.
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Jan
19
Finding the Most Cost-Efficient Way to Deploy Open RAN in your Network
When you explore how to deploy Open RAN, one of the first things you want to find out is whether and how you can reduce your RAN costs. To find the most cost-efficient way to deploy Open RAN in your network, you need to assess multiple factors. A crucial factor is the tradeoff between transport and location.
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