Articles

What is call routing? Call routing is a business management process in which incoming customer calls are automatically routed and placed in a queue based on pre-determined criteria. Some phone call routing systems are also referred to as automatic call distribution (ACD) systems. 

What is call queuing?  Call queuing is the method that businesses use to hold or queue incoming calls, especially when all their contact center agents are busy attending other calls. 

Spoofing is an art of trickery and deception.

Tring tring!

I love pancakes. A lot of people do.

It’s been over six months since G2 published its 2021 digital trends series. That means more than half a year ago, my fellow analysts and I put our most overconfident hats on and called some shots for our respective B2B software markets.

Knowing the difference between two things that are very similar can feel trivial.

In today's rapidly growing technological workspace, businesses have more data than ever before.

If you work in a customer-facing role, outbound calling is probably part of your daily routine. You pick up the phone, dial a number, wait to see if someone answers, and repeat the process over and over again.

There’s a lot riding on leaving a message after the beep.