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  • By Nathalia Velez Ryan
    5 Reasons Your Call Center Should Use VoIP call center voip.png

    For decades, landline phones reigned as the main communication method in homes and businesses alike. This was especially true for call centers, where landlines were the heart of the business. But today, businesses are doing away with traditional phones.

    With so many innovations in communication technology, outdated landline telephone systems are no longer the best option for call centers. Instead, many call centers are switching to Voice Over Internet Protocol (VoIP).

    Wondering why? This post will cover the reasons why VoIP is the best option for your call center.

    What is a VoIP call center?

    A VoIP call center uses the internet to make and receive calls, as opposed to what traditional phones rely on, the Public Switched Telephone Network.

    If you’ve ever made a call via Skype, Zoom, or even Messenger, you’ve used VoIP. But this internet-based phone system isn’t just for personal calls. More and more …

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  • By Nathalia Velez Ryan
    Cloud Call Center: Definition & Advantages cloud call center.png

    The term call center evokes the idea of an office full of employees with headsets answering customer calls. This model has been around for decades, but traditional call centers have physical limitations, such as data centers and phone systems only accessible on-premise.

    traditional call center.gif

    As technology changes, call centers are starting to look a little different. Many now consist of agents working from their home offices (or anywhere else, for that matter), taking advantage of cloud call center software. And it’s not just the physical limitations that are gone. Cloud technology has freed up call centers to evolve in multiple ways.

    This post will provide an overview of what a cloud call center is and the advantages of this new iteration of the call center.

    What is a cloud contact center?

    A cloud-based call center or contact center makes all the tools and services necessary to run a contact center available on …

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  • By Nathalia Velez Ryan
    Real-Time Messaging: Definition & How to Use It real-time messaging.png

    Customers today expect businesses to communicate with them instantly—no one wants to spend hours on hold on the phone just to get a quick answer to a simple question. That’s why real-time messaging is so important for businesses to provide a positive customer experience.

    Email and phone calls can be great tools for reaching your customers with marketing messages or engaging in longer conversations. But when it comes to addressing customer questions and concerns, businesses need a more immediate touchpoint.

    This post will explain what real-time messaging is and how you can use it in your business.

    What is real-time messaging?

    As the name suggests, real-time messaging is instantaneous communication between 2 or more participants, such as a customer and a customer service agent or a patient and a registered nurse.

    This type of messaging occurs via channels such as live chat on a website or app, an over-the-top messaging …

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  • By Nathalia Velez Ryan
    OTT Messaging for Business: What It Is and How It Differs From SMS ott messaging.png

    Email and Short Message Service (SMS) are some of businesses’ preferred channels for connecting with customers. But a true omnichannel approach requires businesses to adopt additional channels, including over-the-top (OTT) messaging, to communicate with customers on their favorite platforms.

    This post will cover what OTT messaging is, how it differs from SMS, its pros and cons, and how to get started with this communications channel.

    What is OTT messaging?

    OTT messaging is text-based communication on a platform that uses existing internet services to deliver messages. This includes instant messaging applications like Facebook Messenger, WhatsApp, Telegram, LINE, and WeChat.

    In a broader context, OTT refers to technologies that layer over the top of existing delivery systems. For example, it can apply to media (e.g., Roku devices) and calling (e.g., Skype).

    These types of applications are popular around the world due to the accessibility to anyone with a smartphone or tablet and …

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  • By Nathalia Velez Ryan
    What Is the Cost of Outsourcing a Call Center? outsourcing call center.png

    A call center is a crucial component of any business that needs to engage with customers. It’s where customers often turn when they need immediate assistance and can serve as an important outbound sales channel. However, setting up and running a call center requires a lot of resources, the cost of which can quickly add up.

    You may be wondering whether it’s more cost-effective to run your call center in-house or outsource it. This post will provide an overview of the cost of outsourcing your call center, plus a competitively priced alternative that allows you to set up a flexible contact center in-house that includes engaging customers via calls.

    Why outsource your call center?

    Cost is the number one reason many businesses outsource call centers—a call center requires facilities, equipment, staff, training, and more. Outsourcing to a professional call center can be more cost-effective because multiple clients share these costs, …

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  • By Nathalia Velez Ryan
    Video Call Integration on Different Platforms video call integration.png

    You probably don’t need us to tell you how prevalent video calls have become. After all, you’ve likely relied on this communication channel recently, whether it’s for a work meeting or a personal matter.

    Video was already on the rise before the pandemic: between 2017 and 2019, video communication usage increased by 48%. But in the first 2 months of the pandemic, the video conferencing market increased by 500%. After this widespread adoption, many industries realized how useful video really is, and it’s here to stay.

    While some of us started to dread video calls at the height of the pandemic, we can’t deny the benefits across industries. Businesses now use video for all types of communications, including sales calls, healthcare consultations, education, recruiting and hiring, and live-event streaming—and it’s clear why.

    Third-party video conference platforms are handy for remote work and internal communications. But when it comes …

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  • By Nathalia Velez Ryan
    How to Send a Text via Email (And an Email via Text): A Simple Guide email to sms

    Whether you’re in a pickle and need to reach someone quickly or you’re trying to connect with a customer through their preferred channel, sending an email to text (or a text to email) is sometimes the best solution.

    In this post, we’ll show you how to do both in just a few minutes. Plus, we offer an alternative that uses application programming interfaces (APIs) to scale your 2-way email to text communications.

    How to send an email to text

    If you’ve ever found yourself in an airport with no cell phone service but with free Wi-Fi, you can imagine how useful it is to send an SMS via email.

    While it’s not common for businesses to use SMS gateways to send text messages via email, this option can come in handy in a pinch. For example, you can send emergency alerts from your email directly to recipients’ phones to ensure …

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  • By Nathalia Velez Ryan
    How to Send SMS Online sms online

    Take a quick glance at your text message inbox, and you’ll get an idea of how useful Short Message Service (SMS) is for businesses. You probably have appointment reminders, delivery notifications, two-factor authentication (2FA), or marketing messages. These are just some of the ways businesses send SMS online.

    Among the many advantages, text messages have a high open rate, are cost-effective, and are permission-based, which makes them an effective way to engage your customers.

    If you’re ready to start reaping the benefits of this tool, you may be wondering how exactly to send SMS to your customers. The answer isn’t to pick up your phone and start texting them directly, but rather to use an SMS service. These services enable you to send one-way communications and even engage in multiparty conversations.

    This post will walk you through how to send and receive SMS messages online.

    Choose your SMS …

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  • By Nathalia Velez Ryan
    How to Use SMS Services for Customer Engagement sms services.png

    It’s no surprise that Short Message Service (SMS), or text messaging, is becoming a popular communication channel for businesses. It’s a direct line to customers where they spend much of their time—on their phones.

    Text messages have one of the highest open rates of any medium, with consumers opening more than 95% of their messages. This makes your customers’ SMS inboxes one of the best places to engage with them.

    An SMS service allows you to send mass texts, connect individually with customers, and even enable multiparty conversations. You can use texting for SMS marketing, appointment reminders, and customer service interactions.

    Let’s explore how to use SMS services to stay in touch with your customers, including how to start sending texts with Twilio’s SMS APIs.

    Benefits of using SMS for business

    Business text messaging is a highly effective way to connect with your customers. SMS communications have a …

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  • By Nathalia Velez Ryan
    HIPAA-Compliant Video Conferencing HIPAA video

    In 2020, when so many aspects of life moved to virtual spaces, we became more reliant on online tools like video conferencing than ever before. Video conferencing has proven to be an effective way to engage customers in all kinds of industries and has particular staying power in healthcare.

    Telehealth has become an increasingly popular option for patients and providers to connect virtually—a big priority in the midst of a global pandemic. One of the biggest concerns when it comes to virtual communication is data security, which is especially vital in the healthcare industry due to the handling of sensitive data. That’s where HIPAA comes in.

    The Health Insurance Portability and Accountability Act (HIPAA), signed into law in 1996, aims to provide security and data privacy protections in the healthcare industry. Any covered entities and business associates that process patient data, known as protected health information or personal health information …

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