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Communication networks are becoming faster and more connected than ever before. However, with this, several new challenges have arisen for law enforcement agencies. From voice calls to SMS, instant messaging, and 5G services, communication flows across multiple technologies, which increases the complexity of investigations. Simultaneously, telecom operators also need to balance regulatory obligations with users’ […]
Technology has taken communication to a different level today. A customer visits a website and clicks on the “call now” button, and speaks instantly to a support agent from their browser. Simultaneously, another customer connects with an agent from the same support team through a desk phone. These are different experiences, yet both interactions may […]
Choosing SMS integration isn’t always as simple as you may think. Today, the two most widely used APIs for sending SMS are the SMPP API and the HTTP API. But which one is an ideal fit for your enterprise? As they are designed for different business needs, your choice of the ideal one should depend […]
How long do you think your customers are really willing to wait for an answer before they walk away? For most businesses, every second of silence costs them a customer. Long hold times, complicated IVR menus, and repeating the same information are no longer acceptable. At the same time, call centers are handling high call […]
There was a time when A2P messages were exclusively meant for one-time passwords. But today, these messages are used for everything. From reminders to delivery updates, marketing campaigns, payment notifications, and whatnot. This shift is the result of the rapid growth of mobile users, digital banking, e-commerce, healthcare services, and other online platforms where timely […]
When businesses plan for an SMS solution, one question that comes up quite surprisingly is: Do we need an SMS gateway or an SMS API? The confusion is understandable, and many businesses invest in a gateway when an API would have worked much more efficiently for them. This is why understanding the concept of SMS […]
If you have ever worked with messaging networks, you’ve probably noticed one thing – SMS fraud never stays the same. Operators close one loophole only to find fraudsters attacking from another. Fraudsters don’t rely on one route; rather, they constantly switch between grey routes, spoofing, SMS pumping, and other tactics. Simultaneously, A2P traffic keeps growing […]
Do you think phone calls, text messages, and mobile data sessions just happen? They don’t, because before a call connects, an SMS reaches your phone or a data session begins, it’s the signaling that works behind the scenes. Traditionally, telecom networks relied on SS7 running over TDM links for signaling, which worked well for many […]
AHT is often considered the ultimate measure of agent performance in contact center environments. The shorter the calls, the more calls agents can handle, and hence improved efficiency and lower operating costs. But it’s not that simple. Many times, agents may finish calls quickly, but what if customer issues aren’t fully resolved? The best-performing contact […]
Imagine two customers interacting with the same company. The first customer calls to check their order status and expects quick support. The second customer has received a call from the company’s sales department introducing a discount on a product they previously queried for. Both interactions are happening over the phone, but they have completely different […]
