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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 […]
An omnichannel contact center is no longer just a nice-to-have thing; it’s one of the key factors separating great customer experiences from average ones. Having multiple communication channels doesn’t mean anything if they are not connected. Modern-day customers don’t think in terms of voice, chat, email, or WhatsApp – all they want is every conversation […]
Application-to-Person (A2P) messaging is an important source of revenue in the telecom ecosystem. From one-time passwords, transaction alerts, appointment reminders to promotional campiagns and critical notifications, the use of A2P SMS spans widely across the globe and is continously rising. But this surge in traffic has brought some new challenges. A2P SMS monetization, i.e., the […]
Businesses with great ideas often fail for one simple reason: the wrong team builds that idea. This is the reason why software outsourcing has become a major part of business growth. It enables companies to work directly with skilled professionals from around the world without having to hire a whole new in-house team. With the […]
Those in the contact center industry probably have heard this argument more times than they can count: cloud is the future, on-premise is outdated. However, making that shift in real life is not as straightforward as it may sound. In the on-premise vs cloud contact center conversation, one thing is clear: neither of them is […]
Telecom has always been a complex and dynamic industry – complicated networks, changing customer expectations, growing data, and the need to deliver instant support across all channels. Managing modern communication infrastructure has never been easier. This is why the adoption of Generative AI in telecom is quickly increasing. Earlier, the role of AI in telecommunication […]
The omnichannel vs multichannel contact center discussion has all our eyes because customers today no longer stick to one channel. They send a message on WhatsApp, then call support for quick answers, and even drop an email for follow-up. They don’t even think or realize while switching between channels. That’s how customer behavior has changed […]
