SIP vs VoIP: a guide for businesses - TechRadar

SIP vs VoIP: a guide for businesses - TechRadar

SIP vs VoIP: a guide for businesses - TechRadar

Posted: 09 Mar 2021 09:14 PM PST

Is SIP Trunking VoIP? Is VoIP the same as SIP? What's the difference between the two?

If you're setting up a new VoIP business phone system, these questions will sound familiar. You've likely run into the acronyms SIP, or Session Initiation Protocol and VoIP, or Voice over Internet Protocol, together. In fact, navigating the world of  business phone systems can often feel like an alphabet soup of acronyms. 

Software and Technology: COVID's Lasting Effects On Call Centers - MarketScale

Posted: 09 Mar 2021 03:57 AM PST

The story of call centers at the beginning of the COVID-19 pandemic mirrored that of many industries. The understanding of the dangerous of the coronavirus sent offices scrambling as they looked to allow employees to work safely but effectively from their homes.

The call center industry also was faced with the fact that recordings are necessary to keep track of orders, make sure customer services goals are being met and utilize calls for trainings. That meant many companies either took large risks going without those vital recordings or lost time as software was being installed. That wasn't the case for clients utilizing OrecX.

"Fortunately, our clients didn't have to change much with our software, because our software is hybrid and supports a broad set of use cases," said Kevin Levi, VP of Marketing for OrecX. "Unlike a lot of recording software out there that has premise-based software, cloud software, etc., ours is kind of an all-in-one solution where you want to capture calls in-house, capture calls remote, capture calls on VoIP, landline – it doesn't matter."

That functionality and quick-switch capabilities will be huge for companies not only as the pandemic stretches on but also as they consider their future call-center philosophies.

"Companies are recognizing that the largest cost for call centers is the cost of the agent," Levi said. "The ability to capture those agents' conversations and have the recording turn out in the exact same way as it did before even though they're at home, there's just tremendous cost-savings right now. It's already shifted, but a continuation of agents working from home just makes so much more sense."

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Microsoft Teams will let users transfer call across devices next month - OnMSFT

Posted: 09 Mar 2021 11:18 AM PST

In December last year, we reported that Microsoft is planning to add support for transferring calls between mobile and desktop devices in Teams. The company has recently announced in the Microsoft 365 Admin Center that the feature will start rolling out to commercial and GCC tenants later this month, and it will be generally available in April.

The app already allows users to switch devices in active meetings, and this capability is now coming to the Calling experience in Teams. According to Microsoft, this new Teams update will let users transfer an ongoing Teams call (i.e., VoIP, PSTN, or Group calls) between devices or add a second device to the same call to present content. To use this feature, users will need to be logged in with the same account on both devices, though.

In addition to the Calls transfer feature, Microsoft Teams is also gaining a low-data mode. It will enable users to cap the amount of data that will be used during video calls. The new experience should help them save data on their mobile device or join a meeting in a location with a poor network connection.

Microsoft expects to start rolling out this change in late March for most Teams users, but it's not clear when this capability is coming to Government Community Cloud (GCC) customers. Let us know in the comments if you think introducing a low-data mode is a good idea.

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