Jim Schweitzer appears as IVR Expert on KnowledgeShift Training Tech Talk

Posted January 11, 2013 by Chris Burgoyne / About VoiceVision, Consulting, Good IVR, IVR Platforms, Telco / 0 Comments

Jim Schweitzer, our Business and Techinical Director, was featured as the guest expert on KnowledgeShift's Training Tech Talk blog radio show earlier today. Check out the Archived Recording below: Listen to internet radio with KnowledgeShift on Blog Talk Radio   During the talk with the hosts, Nancy Munro and Allison Black, Jim discusses the evolution of IVR technologies over the last decade - moving from premise-based, hardware driven systems, to VOIP and VXML-based applications, to the emerging cloud IVR platforms like Twilio and Voxeo. Topics also include the risks and benefits that the… Learn More

The People In Your Neighborhood-The IT Department

Posted November 28, 2012 by Chris Burgoyne / Telco, Contact Center Operations, Strategy, Teachable Moments / 0 Comments

Hi Everybody! The latest in our article series - The People in Your Neighborhood is up on ICMI's website. This article looks at the unsung heroes of your Contact Center - the IT Department.  A Contact Center that makes a strategic partner of IT will have untold advantages and will live life less stressfully! We'd love your thoughts on this topic. Check out the article and let us know what you think in the comments.   Learn More

Contact Center Agent Efficiency

Posted November 15, 2012 by Jim Schweitzer / Customer Satisfaction, Telco, Contact Center Operations / 0 Comments

It costs money to staff a contact center, that’s a given.  The healthy contact center is tuned to get the most value from this investment.  The efficiency of your contact center agents reflects how well agents are set up for success by your organization. This “cost-driver”  analysis, a part of our VoiceVision 14 point Diagnostic Evaluation, is a fundamental measuring stick for a wide swath of the health of your Telephony Universe, and one where the costs and benefits are clear and measurable. How long are your agents on the phones, or even doing after call work? One might define agent efficiency simply by measuring the number of transactions… Learn More

Acronymity

Posted December 20, 2011 by Chris Burgoyne / Consulting, Telco, Teachable Moments / 0 Comments Acronymity

We blog here at VPS to share our experiences and our general knowledge in our industry. What’s a blog if not a chance to get out there an play talking head and jabber about what everybody is seeing everyday! We know you’ve been there with us. You explain your job to somebody, or you have to train the new guy, or you have explain technology, and it’s all acronyms, and that’s… Learn More

Interview With Voxeo Labs on Cloud Telephony

Posted December 12, 2011 by Chris Burgoyne / Industry Interviews, IVR Platforms, Telco, Strategy / 0 Comments Interview With Voxeo Labs on Cloud Telephony

In the latest installment of our series of conversations with industry leaders, we’re speaking with Chris Matthieu, Director of Business Development at Voxeo Labs.  Voxeo is one of the recognized leaders in hosted telephony services.  We spoke to him specifically about Voxeo’s Tropo offering which… Learn More

What is: DTMF?

Posted October 6, 2011 by Leslie Dove / Development, Telco, What Is? / 0 Comments What is: DTMF?

DTMF stands for Dual-Tone Multi-Frequency. This is the technical term for the sounds you hear when you press the keys on your telephone. DTMF does more than just let you know that you pressed a key. Each key has its own sound. Each sound is actually two tones played simultaneously. One of these tones is a low-frequency tone; the other is a high-frequency tone. There are four low-frequency tones which… Learn More

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