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  • By Jesse Sumrak
    ACD vs IVR: What's the Difference Between Call Center ACD & IVR? ACD vs IVR: What's the Difference Between Call Center ACD and IVR

    If you've ever called a customer support team, there's a good chance that the call center used automatic call distribution (ACD) or an interactive voice response (IVR) system to make your call more efficient. These modern-day VoIP features route callers smoothly to the right extension, cutting down on wait times, transfers, and sometimes any human interaction at all.

    Call center ACD and IVR systems aren't the same—but they work magically together.

    TL;DR: ACD is a form of automatic call routing based on different factors, while IVR is an automated voice response menu that intelligently navigates callers through options.

    Want more details? Below, we'll walk through call center ACD vs. IVR to discuss the details, nuances, and benefits of these systems. Then, we'll show you how these two features can work in tandem to create the optimal customer experience for inbound callers.

    What Is Call Center ACD?

    In a perfect world, …

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  • By Jesse Sumrak
    6 Best SMS Marketing Case Studies 6 Best SMS Marketing Case Studies.png

    SMS marketing continues to gain popularity, and it's expected to increase by 52% by 2023. According to our 2020 Global Messaging Engagement Report, SMS is the 2nd-most-preferred communication channel among generations young and old throughout the world.

    However, not all text message campaigns are created equally. Some lead to high conversion rates and customer engagement, while others cause frustration, unsubscribes, and damage to brand reputation.

    Obviously, you'd prefer the former over the latter—but that's easier said than done. Let us lend you a hand.

    This quick-and-easy SMS marketing case studies guide will walk you through best practices, customer case studies, key takeaways, and additional campaign opportunities.

    Let's jump right in.

    Text Message Marketing Best Practices

    SMS marketing (also known as text message marketing) is an effective marketing tool, but only when used appropriately. We'll walk you through a few best practices to get you started on the …

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  • By Jesse Sumrak
    How to Send Appointment Reminder Texts (7+ Free Templates) How to Send Appointment Reminder Texts (7+ Free Templates)

    Think texting is just for youngsters to lol and meme? Think again.

    According to our 2020 Global Messaging Engagement Report, texting is the second most popular communication channel (behind email). However, email's popularity is also its Achilles’ heel—more emails than ever are flooding consumer inboxes, and they're struggling to sift through all of it.

    You (and hopefully your contact) don't want to miss an appointment, but with so much going on it's easy to forget.

    Unfortunately, whether you're a SaaS sales agent or a local barber, no-shows can hurt your business—badly.

    Average no-show rates hover between 10% to 15%, but some industries (like healthcare) see average no-show rates as high as 27%. Research estimates that businesses with over $120K in annual revenue lose more than $26K every year in missed appointments. That's a lot of cash!

    Luckily, there's a solution: appointment reminder texts.

    Text message open rates are around …

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  • By Jesse Sumrak
    What Is the PSTN (Public Switched Telephone Network) and How Does It Work? What is the pstn

    Commercialization of the telephone began nearly 150 years ago, and the world started connecting to one another via the well-known (although rather unsightly) telephone lines. This telecommunications system evolved with underground copper wires, undersea telephone cables, communication satellites, and even a digital core network into the PSTN as we know it today.

    However, the PSTN was no match for the evolution of the internet, and it's been in a steady decline for the last decade.

    Curious what it is, how it works, and how it compares to modern-day communication solutions? If so, you're in the right place.

    What is the PSTN?

    PSTN stands for Public Switched Telephone Network, and it's the good ol' circuit-switched telephone network that's been in general use for the last century. The PSTN is also referred to as Plain Old Telephone Service (POTS)—yes, I'm totally serious. Awesome, right?

    It works by using underground copper wires …

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  • By Jesse Sumrak
    VoIP vs. Landline: 6 Things to Consider Before Building VoIP vs. Landline_ 6 Things to Consider Before Building.png

    What should your business use for its phone system: VoIP (Voice over Internet Protocol) or the classic landline telephone? It's a good question, and one you may have never considered before with landlines practically disappearing from residential housing.

    Seventeen years ago, more than 90% of US households had an operational landline phone. Fast forward to today, and it's now less than 40%. With smartphones becoming smarter (go figure) and a constant pocket companion, landlines are quickly losing relevance. And if the trend continues, there's no reason landline phones won't go the way of all technological relics—forgotten, much like VCRs, Walkmans, and floppy disks.

    Dying Landlines

    Landline Phones Are a Dying Breed, statista

    If you're a Gen Z member, there's a good chance you've never even used a landline phone before. Gasp!

    However, old habits die hard. Still, businesses debate VoIP vs. landlines. Which is more cost-effective? What solution has better call …

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  • By Jesse Sumrak
    Introducing Ahoy: The New Hub for Twilio Developer Content Introducing Ahoy- The New Hub for Twilio Developer Content

    We've got a problem. We have amazing developer content everywhere.

    It’s a good problem, but still a problem.

    Up until now, if you wanted to find all the latest and greatest content from Twilio, you’d have to visit multiple pages and do some digging.

    For example, all of this great content lives on its own page or profile somewhere on the Internet:

    • Twilio Blog
    • Twilio TV
    • SendGrid Blog
    • Changelog
    • TwilioQuest
    • Segment Blog
    • Docs
    • CodeExchange
    • Live Events
    • Five-Minute Projects
    • Champion Interviews
    • And so much more…

    We built Ahoy to solve that dilemma.

    Ahoy is our brand-new developer content hub, a one-stop-shop for all the great Twilio content you need to explore innovative use cases, discover new ways to build, get inspired, have fun, and do your job.

    Ahoy gif

    Thanks to Ahoy, you don't have to bounce between tabs to find the fresh, relevant content you need—it's all nicely curated in one …

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  • By Jesse Sumrak
    What Is GPT-3: How It Works and Why You Should Care What Is GPT-3

    No, robots aren't taking over the world (not yet anyway). However, thanks to Generative Pre-trained Transformer 3 (GPT-3), they are well on their way to writing digital text as well as humans—and even better, in some cases.

    Human-equivalent writing sounds like a solid step on the path to a Terminator-like future...but cynicism aside, GPT-3 is establishing new ceilings for what AI and machine learning can accomplish.

    What is GPT-3?

    GPT-3, a new language model from the whizzes over at OpenAI, generates AI-written text that has the potential to be practically indistinguishable from human-written sentences, paragraphs, articles, short stories, dialogue, lyrics, and more.

    OpenAI trained GPT-3 on a massive corpus of text with more than 175 billion (yes, with a "b") parameters, making it the largest language model—ever.

    Lost? In non- technical terms, GPT-3 was shown how millions of people write and taught how to pick up on writing …

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  • By Jesse Sumrak
    The Fundamentals of VoIP (Voice Over Internet Protocol) The Fundamentals of VoIP (Voice Over Internet Protocol)

    Today's business communications are constantly changing. Years ago, it simply involved voice calls. Now, businesses use calls, messaging, email, mobile apps, chat, and video conferencing to communicate internally and externally on any given day.

    This evolution in communications not only changes employee and customer behavior—but it also changes the hardware and software required to make it happen. That's where VoIP (Voice Over Internet Protocol) comes in. VoIP empowers businesses to replace their outdated, traditional telephones with a complete communications package that happens all on the internet.

    Chances are you've used more than one VoIP-powered app already today. Examples include:

    • Skype
    • Google Hangouts
    • Zoom
    • WhatsApp
    • Facebook Messenger

    VoIP is changing the world of communications. With easy setup, low costs, and greater functionality, it's a technology that the future is embracing.

    Below, we'll deep dive into the nitty-gritty details of VoIP, including what it is, how it works, and why …

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  • By Jesse Sumrak
    How to Get Started With WebRTC: Intro to Browser APIs WebRTC Intro

    WebRTC (Web Real-Time Communication) empowers developers to build powerful voice and video communication solutions on web pages that work across browsers and devices. No plugins necessary. Whether you're building peer-to-peer video, content sharing, messaging, or chat tools, WebRTC makes coding easy and the end experience user-friendly.

    Best of all, WebRTC is completely free. This open-source project provides the simple APIs needed to get audio and video communications working seamlessly on your web pages. Apple, Microsoft, Google, Mozilla, and Opera all support WebRTC's standardization across devices and browsers, so expect this new standard to stick around for the long haul.

    If you're looking to use WebRTC APIs for your on-page communication solutions, we'll walk you through everything you need to know. Below, you'll find WebRTC tutorials and examples—plus, we'll show you how to get started with Twilio's WebRTC Client.

    First, we'll start with common use cases and benefits, and then we'll …

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