A Quick Guide to CTI and Screen Pops

Part of our Back to the Basics Series. See also: PSTN, VoIP, SIP Trunking, and Telephony. When it comes to computer telephony integration, or CTI, a significant amount of distortion exists between the textbook definition of the term and what people understand it to mean in today’s business environment. Here we’ll cover what CTI is, what… Read More

How Credit Card Transactions Work: A Tutorial

One of many famous scenes in the mockumentary This Is Spinal Tap occurs when the band is trying to get from their dressing room to the stage and they end up getting lost in the hallways and corridors of the venue. If you’ve ever wondered what happens after someone swipes a credit card—how, exactly, does the payments… Read More

How To Conduct an A/B Test on IVR Voice Applications

There is no single way to assess the effectiveness of your voice applications. For people who are new to voice automation or VoiceXML it may not be clear where to start with A/B analysis. Of course, this begs the question: “why bother?” After all, you have your application up and running, and it works fine,… Read More

Experts Reveal How to Get Healthy, HIPAA-Compliant IT

Personal medical information may be the only type of data that is more valuable to internet ne’er-do-wells than credit card information. Health care data breaches are serious business so having security measures in place to protect patient information is critical. The federal government passed the Health Insurance Portability and Accountability Act of 1996 (HIPAA) to… Read More