Glossary

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Glossary

What are Push Notifications?

With push notifications, you can deliver to customers targeted in-app messages such as exclusive offers, product shipping information or payment reminders.

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What is Packet Loss?

Packet loss can be annoying since it causes communication breakdowns. In this article, you’ll learn what facilitates packet loss and how to fix it.

What is Speech Analytics?

With speech analytics, companies can gain insights into contact center performance and how customers feel about their business.

sms interesting Phone numbers

Nowadays, one of the useful tools of text message marketing is short codes. Businesses switch from long to short codes to make phone numbers more memorable and reliably distribute a higher volume of SMS messages.

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What Is SMS Gateway

With SMS gateways, it’s possible to send bulk SMS messages without a mobile phone. In this article, we explain how SMS gateways work.

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What is RCS Messaging

With the advanced messaging experience provided by apps such as WhatsApp and Facebook Messenger, default SMS texting started to lose popularity. RCS messaging is here to make communications more functional and engaging.

TTS

What is Text-to-Speech?

Voximplant provides a Text-to-Speech API that allows you to communicate with customers all over the world using their native language.

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What is SIP Transport Layer Security?

TLS stands for Transport Layer Security. It is a cryptographic protocol providing end-to-end security for all types of data sent between users. If a URL link begins with ‘https,’ your browser establishes a connection via TLS. Moreover, TLS can be used while sending emails, files, conducting audio/video conferences, and implementing IP telephony.

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What is Voice SDK?

Voximplant’s Voice SDK helps you provide a high-quality voice calling experience for your staff and customers.

acd

What Is Automatic Call Distribution (ACD)?

Automatic Call Distribution or ACD is a commonly used telephony tool for call handling and routing. See how it works, where it can be used, what business benefits it provides, and so on.

unified communications UC

What Is Unified Communications?

UC (or Unified Communications) are a combination of real-time communication technologies, such as chats and document collaborations, integrated with offline communication methods that do not require the presence of a person (e-mail, voicemail, SMS, fax).

What Is RPA Technology?

Robotic Process Automation (RPA) is a set of tools that allows companies to automate a range of activities. RPA interprets existing applications and performs tasks traditionally allotted to workers.

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5 Tactics to Strengthen Your Contact Center Operations with Technology

In our fast-paced, digitally focused world, customers want personalized service at lightning speed. A Hubspot survey of 1,000 customers found that 90% of people expect a response from a live customer service agent in ten minutes or less. Because expectations are so high, the pressure is on for customer service agents to consistently provide quick, high-quality customer experiences. Offering an elevated level of service with such a fast turnaround is next to impossible with manual support alone. And even if you have some digital tools in your tech stack, traditional contact center technology can fall short when it comes to efficiency. That’s why choosing no-fuss technology that automates your contact center’s routine operations is essential for making tasks more manageable for your agents.

7 Industries that Must Use Voicebots: Why and How

Voicebots can lift the load off human operators for any business. In these seven sectors, they are a must if you want to trump your competition.

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How Webhooks Synchronize Communications with Business Apps

With webhooks, your app always knows what happens on the server-side in real time. This makes webhooks ideal for integrating communications apps with events and data from other systems.

Personalized Service 101: What it is and How to Deliver it

For many consumers, personalized customer service is key to good customer experiences (CX). According to a 2020 survey by Gladly, close to two-thirds of respondents said that “lack of personalization makes [them] feel like a ticket number.” Businesses wishing to meet and exceed customer expectations need to make personalized service a top priority. But personalization goes beyond making movie recommendations or using a customer’s name in an email subject line. When it comes to personalized service, it’s paramount that you deliver relevant, valuable, and speedy support to promote positive customer experiences. In this article, we’ll break down what personalized service means, why it’s so important to CX, and how you can deliver personalization service to your customers.

Where CPaaS Deploy their Networks - a Comparison

A couple weeks ago, Amazon Web Services (AWS) experienced an outage in its US-EAST-1 region. As so many services rely on AWS, this outage had a broader impact, causing outages and various issues with Amazon’s own Ring services, online retailers, and even the New York City MTA. In addition, a couple major Communications Platform as a Service (CPaaS) providers also reported issues (Voximplant was not impacted), potentially impacting the communications of many of their customers. With this in mind, now is a good time to look at how CPaaS offers leverage public cloud infrastructure and review the factors involved in providing reliable, high quality communications services. In this post we will review the public cloud infrastructure used by several major CPaaS vendors and discuss the implications of their choices.