Blog

Ports are the resources needed to process a contact. Voice contacts require voice ports and email contacts require email ports. An agent who is sitting there, connected to the system but processing no contacts, does not consume a port, but the moment they make an outbound call or receive a call or email or chat,...

Many of our modern telecom technologies and devices have a history that goes back further than most of us would imagine and were invented by persons we would never have imagined. The first automatic telephone switch was the Strowger switch. It was invented by a man named Almon Brown Strowger, and patented in 1891, who...

When a NICE CXone customer needs to send a file, such as a contact that has been recorded, from a NICE CXone script back to a server on their network, they have more than one option. They can email the file as an attachment. They can use the SENDFILE action, which uses the standard FTP protocol to...

Lets start with a little technical mumbo jumbo. Most of the energy of human speech is contained within a bandwidth range of 300-4000 Hz (cycles/second) so when the telephone network processes your voice, the first thing it does is constrain the audio it is processing to that frequency range. It is now ready to...

When I was 17, my first car was a 67 Cadillac. Sure, it floated like a cloud, but that was because the steering linkage was so loose that it was more like guiding than steering. One headlight housing was cracked, so that light was became my search light that was watching the bushes by the...

I find it interesting that prior to toll free numbers, the only way to get a hold of a company for sales or customer support was via a local, LEC provided 10 digit telephone number that the caller paid the toll fee on or a customer calling collect (then called transferred-charge service). It wasn't until 1967 that...

Competitive advantage in a call center is all about providing best of breed service in the most efficient way possible which, to the many that strive for this, is more difficult to achieve than one might expect. It is this difficulty that makes achieving such optimal levels a powerful advantage. Although there are many factors...