Contact Center

Outbound dialing, contact center platforms, WhatsApp and AI agents, seen from the voice infrastructure.

Omnichannel dialing: what it is and how to orchestrate voice, WhatsApp, and SMS

Omnichannel dialing coordinates calls, WhatsApp, and SMS as one campaign: the customer picks the channel, you set the pace. What it is and how to build it.

November 5, 20264 min

Contact CenterSales

Progressive dialer: what it is, how it works, and when to pick it over predictive

A progressive dialer calls only when an agent is free: zero abandoned calls. What it is, how it works, and which operations it beats predictive on.

November 5, 20264 min

Contact CenterSales

Predictive dialer: what it is, how it works, and when it stops being enough

A predictive dialer calls ahead of your agents and connects only the calls a person answers. What it is, how it calculates pacing, and why its result depends on the network behind it.

November 4, 20265 min

Contact CenterCustomer experience

WhatsApp Business vs WhatsApp API (Cloud/On‑Prem): what changes in control, governance and scalability when it connects to a contact center

A decision-maker’s comparison of WhatsApp Business App vs WhatsApp Business Platform (API): operational control, identifier governance, compliance, integrations and resilience when WhatsApp becomes a contact center entry point.

April 22, 20267 min

Contact CenterVoice integration

WhatsApp Business Calling: what it really is—and how to fit it into a Contact Center voice architecture

WhatsApp Business Calling is a new voice entry point—not a simple app feature. Learn how to deploy it alongside PSTN with routing governance, number reputation protection, and KPI-grade observability for contactability and answer rate.

March 19, 20268 min

Contact CenterVoice integration

Outbound Calling: Carrier Routing & Failover Design to Protect ASR and Answer Rate

Outbound calling performance depends on telecom routing decisions: PDD, early media, cause codes, and controlled failover. Learn carrier-grade design patterns and route governance to stabilize ASR, answer rate, and cost per successful contact.

March 17, 20269 min

Contact CenterCustomer experience

Discover the Voice AI Agents Revolution for Contact Centers

Discover how AI phone agents can offload up to 50% of routine calls, cut operating costs by 30–60%, and deliver a 3–6 month ROI while ensuring 24/7 customer coverage.

July 10, 20254 min

Contact CenterVoice integration

AI-Powered Calls in Zendesk: Unlock the Full Potential of Voice with 008 Agent

Discover how 008 Agent transforms Zendesk into a complete voice solution with AI-powered calls: transcriptions, summaries, sentiment analysis, and agent performance — all inside the ticket.

April 14, 20253 min

Contact CenterMicrosoft Teams Phone

Teams Phone Extensibility for Dynamics 365 Contact Center: Integration and Benefits

Learn how integrating Teams Phone with Dynamics 365 Contact Center enables businesses to consolidate their telephony infrastructure, enhance operational efficiency, and reduce costs, delivering more personalized and efficient customer experiences.

April 10, 20252 min

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