Avaya filed for bankruptcy in 2023, which shook the market’s confidence in the platform. They now require a minimum of 200 seats to qualify for sales for their AXP Public Cloud service. Additionally, their heavy reliance on partnership integrations has made them more of a roadblock than an enabler for growing sales and support teams. 

If you’re a sales or support leader evaluating alternatives, you’re making the right move. This comprehensive guide examines eight cloud-native contact center platforms that deliver enterprise-grade capabilities without enterprise headaches. 

Read on. 

Why Consider Alternatives to Avaya?

Avaya has been a legacy platform serving customers globally since 2000. However, the platform’s limitations grew faster than its tech-stack could catch up. They struggled to update their products with modern technologies like conversation intelligence and AI-driven sales tools.  

Older systems like Avaya find innovation and feature rollouts more challenging unlike cloud-native platforms, which are generally more adaptable.  

Other than that, Avaya doesn’t offer a standalone UCaaS solution. RingCentral actually powers Avaya’s UCaaS. So, if you want a seamlessly integrated omnichannel communication platform at a lower price, you might find better top avaya alternatives like Acefone.  

But before diving into the alternatives, let’s understand more about the Avaya platfrom. 

Avaya Overview 

G2 Rating: 4.1/5 stars 

Avaya Infinity Platform represents a veteran player in the contact center space. The offering includes both on-premises and cloud solutions through various products including Avaya Cloud Office, AXP Public Cloud, and AXP Private Cloud.  

Built on decades of telecommunications infrastructure, Avaya has attempted to modernize through strategic partnerships. Most notable is the integration with RingCentral’s UCaaS platform for its cloud offerings.  

The platform’s evolution reveals three major challenges legacy vendors face in the cloud-first era:  

• Complex pricing structures 
• Dependency on third-party integrations 
• Business model that increasingly favors large enterprises over growing mid-market companies 

Top Features: 

• Omnichannel Routing: Unified customer interactions across voice, email, and chat 
• Workforce Optimization: Built-in quality management, recording, and performance analytics 
• AI-Powered Self-Service: Automated IVR and virtual assistant capabilities for customer deflection 
• CRM Integrations: Pre-built connectors for Salesforce, Microsoft Dynamics, and ServiceNow 

Pricing:

Plans starting at $20 per user/month 

Best For: 

• Large Enterprises: Organizations with 200+ agents and complex hybrid infrastructure needs 
• Regulated Industries: Financial services and healthcare requiring stringent compliance frameworks 
• Government Agencies: Public sector entities with on-premises security requirements 

The Challenge:  

Here’s the reality: Avaya’s new 200-seat minimum and add-on-heavy pricing model make it prohibitively expensive for growing teams. That’s why forward-thinking leaders are evaluating alternatives that offer flexibility, transparency, and modern cloud-native architecture. 

The Top 8 Avaya Alternatives: Your Comprehensive Guide 

Here are the most top Avaya alternatives with better pricing and efficiency: 

1. Acefone

G2 Rating:  4.7/5 stars 

Acefone delivers a comprehensive CXaaS (Customer Experience as a Service) platform purpose-built for small, medium, and large enterprise teams. The Ace X platform combines AI-powered automation, omnichannel communication, and deep analytics. This power combo has garnered the trust of over 5,000 businesses globally. 

Processing more than 2.5 billion calls annually, Acefone’s cloud-first architecture enables rapid deployment, often within hours. All this while delivering reliability and scale to mitigate the increasing demand.  

Unlike Avaya that bolts on features through acquisitions or partnerships, Acefone’s native-built technology stack ensures seamless integration across voice, SMS, WhatsApp, video, and email channels. 

Top Features: 

• AI Post Call Analytics: Sentiment analysis, automated call summarization, call transcription, call score and more 
• Multiple Dialing Modes: Progressive, predictive, preview, ratio and power dialing for outbound efficiency 
• WhatsApp Interactions: Attend voice calls or customer chats over WhatsApp using your verified business number 
• Omnichannel Platform: Unified dashboard for handling and viewing voice, chat, and WhatsApp, interactions 
• Native Integrations: Pre-built connectors for 20+ CRM, helpdesk, and business tools 
• Flexible Call Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Voice Streaming: Real-time two-way audio over the internet for AI tools, live listening, and smooth switch to a human agent if needed.

Key Benefits: 

• No Minimum Seat Requirements: Scale from 5 agents to 5,000 without pricing penalties 
• Rapid Deployment: Cloud-native platform goes live in hours, not months 
• Transparent Pricing: Pay-as-you-go models with no hidden add-on fees 
• Dedicated Support: Direct access to cloud experts and technical support teams 

Pricing: 

• Flexible plans with pay-as-you-go options 
• Custom pricing based on feature selection and user count 

Best For: 

• BFSI: Secure, compliant platforms for banking, insurance, and financial advisory firms 
• EdTech: Scalable solutions for enrollment teams, student support, and alumni engagement 
• Retail: Omnichannel customer service for e-commerce and brick-and-mortar operations 
• Healthcare: Cloud-based solutions for patient engagement and telehealth support 
• Professional Services: Flexible contact center solutions for consulting, legal, and accounting firms 

Why Acefone Beats Avaya:  

Where Avaya forces you to commit to 200 seats and navigate complex add-on pricing, Acefone lets you start small and scale strategically. You get enterprise features like AI assistance, omnichannel interactions, and advanced analytics.

2. Exotel

G2 Rating: 4.5/5 stars 

Exotel stands out as one of India’s leading cloud-based communication platforms, serving over 7,000+ businesses and processing billions of customer interactions annually.  

Founded in 2011, Exotel has established itself as a reliable lik top Avaya alternatives, particularly for organizations operating in Asia-Pacific markets. The platform delivers a comprehensive suite including contact center solutions, CPaaS (Communication Platform as a Service), and conversation intelligence. All this, built on a cloud-native architecture. 

Top Features: 

• Omnichannel Communication: Unified platform for voice, SMS, WhatsApp, and email 
• Smart Universal Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Universal Agent Desktop: Single interface for handling all customer interactions 
• Powerful Dialers: Progressive, predictive, preview, and power dialing modes 
• Quality Management: Automated QM with call recording and monitoring 
• Custom Integrations: Standard CRM integrations plus in-house system connectivity 

Key Benefits: 

• 99.99% Uptime Guarantee: Patented monitoring system with backup routes for reliability 
• Flexible Deployment: Options for private cloud, public cloud, hybrid, or on-premises 
• 24/7 Direct Support: No third-party dependencies for technical assistance 
• Scalable Pricing: Slab-based pricing for different sized teams 

Pricing: 

• Essential Plan: Starting from $70/user/month 
• Advanced Plan: Starting from $100/user/month 
• Enterprise Plan: Custom pricing 

Best For: 

• Emerging Markets: Companies operating primarily in the Asia-Pacific regions 
• Regional Operations: Businesses requiring local language support and regional integrations 
• Flexible Deployment Needs: Organizations wanting choice between cloud and on-premises solutions 

3. 8×8 Contact Center 

G2 Rating: 4.1/5 stars 

8×8 provides a cloud-based customer interaction management platform combining voice, video, chat, and contact center capabilities under one roof. As a publicly traded company with global infrastructure, 8×8 offers enterprise reliability with built-in redundancy and carrier-grade voice quality. 

Top Features: 

• Real-Time Analytics Dashboard: Monitor agent productivity and customer satisfaction metrics 
• Gen-AI Self-Service: Automated chatbots and virtual agent technology 
• Native Integrations: Salesforce, Zendesk, Microsoft Teams 
• IVR and ACD: Intelligent routing to match customers with best-fit agents 

Key Benefits: 

• Strong global presence with data centers across six continents 
• Unified communications and contact center in single platform 
• Quality video conferencing capabilities 

Pricing:

Custom pricing (contact for quote) 

Best For: 

• Healthcare: Telehealth integration and patient engagement 
• Retail: Omnichannel customer support for e-commerce 
• Professional Services: Integrated communication for remote teams

4. Dialpad

G2 Rating:  4.4/5 stars 

Dialpad positions itself as an AI-native communications platform with proprietary Voice Intelligence technology built on billions of minutes of business conversations. The platform combines business phones, video meetings, and contact center functionality with AI-powered conversation analytics. 

However, Dialpad’s reporting is limited, requiring dedicated analysts to decode the data. Real-time agent monitoring is delayed and cumbersome. With slow retrieval of transcripts and recordings causing call delays and queue backups.  

The system’s unique structure complicates skill-based oversight and KPI tracking. Additionally, Dialpad lacks PCI compliance for IVRs and has no reporting for email or chat. 

Top Features: 

• AI CSAT: Infers customer satisfaction scores from 100% of calls using sentiment analysis 
• Real-Time Assist Cards: Dynamic suggestions and knowledge base prompts during live calls 
• Voice Intelligence: Automated transcription, call summaries, and action item extraction 
• CRM Screen Pops: AI-powered caller information displays in Salesforce and HubSpot 

Key Benefits: 

• Cloud-native architecture with rapid feature releases 
• Excellent AI capabilities for coaching and quality assurance 
• User-friendly interface with minimal training required 

Pricing:

UCaaS starts at $60/user/month 

Best For: 

• Tech Industries: Developer-friendly APIs and integrations 
• Professional Services: Sales and support team collaboration 
• EdTech: Remote learning support and student services 

5. Genesys Cloud CX 

G2 Rating:  4.4/5 stars 

Genesys Cloud CX represents a mature, feature-rich contact center solution designed for large enterprises. With strong AI investments and extensive customization options, Genesys serves teams with complex operational requirements. 

Top Features: 

• Omnichannel Orchestration: Seamless customer journey across channels 
• Workforce Engagement: Forecasting, scheduling, and quality management suite 
• AI-Powered Automation: Predictive routing and chatbot builder 
• Open APIs: Extensive customization and integration capabilities 

Key Benefits: 

• Robust enterprise-grade platform with proven scalability 
• Strong analytics and reporting capabilities 
• Comprehensive workforce optimization tools 

Pricing:

Starting at $75/user/month 

Best For: 

• BFSI: Large financial institutions with complex compliance needs 
• Healthcare: Multi-location health systems 
• Retail: Large-scale e-commerce operations 

6. Aircall

G2 Rating:  4.4/5 stars 

Aircall offers a cloud-based VoIP phone system with all the basic contact center features.  It is designed primarily for sales and support teams in small to mid-sized businesses. The platform emphasizes simplicity and quick deployment over advanced enterprise features. 

Top Features: 

• Shared Call Inbox: Team-based call management and commenting 
• 100+ Integrations: Connects with Salesforce, Slack, HubSpot, Intercom 
• Call Recording and Transcription: AI-generated summaries and sentiment analysis 
• Mobile Responsiveness: Full feature access on smartphone devices 

Key Benefits: 

• Quick setup (under 24 hours for most deployments) 
• Intuitive interface requiring minimal training 
• Strong CRM integration ecosystem 

Pricing: 

• Essentials: $30/user/month 
• Professional: $50/user/month 

Best For: 

• Professional Services: Small consulting and agency teams 
• EdTech: Student admissions and support teams 
• Retail: SMB customer service operations 

7. CallHippo

G2 Rating:  4.4/5 stars 

CallHippo provides cloud-based VoIP services with virtual phone numbers in 50+ countries, focusing on ease of use and international calling capabilities for distributed teams. 

Top Features: 

• Global Virtual Numbers: Local presence in 50+ countries 
• IVR and Call Routing: Basic automated attendant capabilities 
• Call Analytics: Performance dashboards and agent productivity metrics 
• Browser-Based Calling: Chrome extension for click-to-call 

Key Benefits: 

• Affordable international calling rates 
• No hardware requirements 
• Quick deployment for remote teams 

Pricing: 

• Starter plan: $18/user/month 
• Professional plan: $30/user/month 
• Ultimate plan: $42/user/month 

Best For: 

• Professional Services: International consulting firms 
• Retail: Cross-border e-commerce support 

8. Vonage (Now a part of Ericsson)

G2 Rating:  4.3/5 stars 

Vonage, now owned by Ericsson, combines unified communications with Communications Platform as a Service (CPaaS) capabilities, allowing businesses to embed voice, video, and messaging into custom applications. 

Top Features: 

• Unified Communications: Voice, video, messaging, and collaboration 
• CPaaS APIs: Programmable communications for developers 
• Video Conferencing: Support for up to 200 participants 
• Auto-Routing: Intelligent call distribution based on availability 

Key Benefits: 

• Strong API capabilities for custom development 
• Flexibility for businesses building proprietary solutions 
• Enterprise-grade security and compliance 

Pricing: 

• Mobile plan: $19.99/user/month 
• Premium plan: $20.99/user/month 
• Advanced: $34.99/user/month 
• Contact center pricing requires custom quote 

Best For: 

• Technology: Companies building custom communication experiences 
• Healthcare: Developers integrating telehealth into existing platforms 

Which Avaya Alternative is Right for You?   

Before selecting a solution provider, ask yourself these three critical questions: 

1. Can we afford to wait 3-6 months for deployment? Every day on a legacy platform costs you in agent productivity and customer satisfaction. 
2. Do we want to commit to hundreds of seats we might not need? Your contact center should scale with your business, not force artificial growth targets. 
3. Are we willing to accept a platform built on partnerships rather than native technology? Integrated solutions outperform bolted-together partnerships every time. 

If you answered “no” to any of these questions, it’s time to consider Acefone. 

When comparing Acefone directly to the competitive landscape, several differentiators emerge that make it the superior choice for sales and support leaders: 

The Competitive Advantage 

Factor	Avaya	Exotel	Genesys	Acefone
Seat Minimum	200 seats	None	None	None
Starting Price	$60+/month	$70/month	$75/month	Custom (Lower)
G2 Rating	4.1/5	4.3/5	4.4/5	4.7/5
Deployment Speed	3-6 months	Days-Weeks	Weeks-Months	Hours-Days
AI Features	Limited	Yes	Yes	Advanced
Global Infrastructure	Legacy	Regional	Global	Global

Versus Exotel: While Exotel excels in Asia-Pacific markets, Acefone offers superior global reach and more competitive pricing. Exotel’s $70-100/user/month pricing makes it expensive for growing teams, while Acefone’s flexible pay-as-you-go model scales with your needs. 

Versus Premium Players (Genesys, 8×8): These platforms offer robust features but at premium prices ($75+/month). Acefone delivers comparable enterprise capabilities like omnichannel communication, advanced analytics, and AI-powered automation. All this, without the enterprise price tag. 

Versus AI Leaders (Dialpad): While Dialpad scores high for AI capabilities, its limited reporting, delayed real-time monitoring, and lack of PCI compliance for IVRs create operational challenges. Acefone provides comprehensive AI features plus the reporting depth and compliance standards that enterprise teams require. 

Versus Budget Options (CallHippo, Vonage): These platforms offer attractive pricing but lack the sophisticated contact center features like real-time voice streaming and WhatsApp Business calling. Acefone provides all these features and more at competitive prices. 

The Bottom Line 

The future of contact center technology isn’t about legacy infrastructure and enterprise minimums. Instead, it’s about cloud-native platforms that scale with your ambition, not against it. Acefone represents that future: powerful, flexible, and built for teams that refuse to compromise. 

Whether you’re a 10-person support team or a 1,000-agent operation, Acefone provides the tools, flexibility, and support you need to deliver exceptional customer experiences. 

The post Top 8 Avaya Alternatives for Better Business Communication appeared first on Blog | Acefone.

For managers, department heads, and VPs steering customer service teams, mastering this technology is no longer optional. It’s a strategic imperative. But what exactly does call center technology entail? How has it evolved beyond the traditional phone queue? And what trends should leaders be watching to stay ahead? 

In this deep dive, we’ll unravel the core types of call center technologies, reveal the benefits they unlock, and spotlight the innovations shaping the future of customer engagement.  

Whether you’re overseeing a startup support team or a sprawling enterprise contact center, understanding these elements will empower you to deliver experiences that customers not only expect but demand. 

How Did Call Center Technology Evolve? 

Once upon a time, cloud based contact center solutions were simple rooms filled with rows of agents armed with headsets and phone lines. The technology of choice was straightforward: a phone system and a PBX (private branch exchange) to patch one call to another. 

But customer expectations have evolved dramatically. Today’s buyers want fast, personalized support across multiple channels—phone, email, chat, social media, even SMS. They want agents who already know their story, without having to repeat themselves. 

Enter call center technology, a powerful ecosystem of tools designed to meet these demands. This includes not just voice systems, but integrated software platforms that unify communication channels, analyze interactions in real time, and automate routine tasks. Together, they transform traditional call centers into dynamic contact centers that deliver superior customer experiences. 

What is Call Center Technology?

Call center technology is an integrated cloud ecosystem of digital tools and communication platforms that manage customer interactions across multiple channels. It holds the potential to go beyond traditional phone systems, including email, chat, social media, and SMS into a unified portal. 

Contact center technology falls into three categories: communication systems, intelligence layers, and automation capabilities. These work together to optimize customer service operations. Modern call center software combines voice analytics, AI-powered routing, and real-time dashboards. This gives agents access to customer data and tools in one place. 

Cloud-based contact center technologies also enable remote work and seamless scalability. They transform traditional call centers into strategic customer experience hubs that drive loyalty and competitive advantage. 

What Are the Types of Call Center Technology? 

To truly appreciate the power of modern call center solutions, it helps to understand the key components behind the scenes. 

1. Automatic Call Distributor (ACD)

At the core of every call center is the ACD system, which ensures incoming calls are intelligently routed to the right agent. Gone are the days when calls simply landed in the next available seat. 

Modern ACD manages incoming calls by distributing them according to predefined ringing strategies and interaction history set by administrators. They ensure calls are connected efficiently but don’t necessarily consider agent skills or customer profiles. 

On the other hand, Skill-Based Routing uses sophisticated algorithms that factor in agent expertise, customer history, and call priority. For example, a VIP customer might be directed to a senior support agent. A routine billing question is sent to a billing specialist.

2. Interactive Voice Response (IVR)

IVR is a type of phone software that answers calls and talks to customers using pre-recorded voice messages or text-to-speech. It lets callers interact by pressing buttons on their phone or speaking simple commands. Think of it as an automated receptionist that helps direct calls, provide information, or collect details without needing a live person. 

Today’s IVRs have moved beyond clunky menus. Powered by natural language processing (NLP), they understand spoken requests more conversationally, making the experience less frustrating. Imagine saying, “I want to check my order status,” and the system immediately pulls up relevant info. 

This shift has empowered customers to self-serve simple tasks, reducing call volumes and freeing agents for more complex issues.

3. Cloud-Based Contact Center Platforms

Traditional on-premises call center software is giving way to cloud-based platforms, like Acefone’s Omnichannel Contact center solutions. The benefits are clear: scalability, remote agent support, seamless integration with CRM systems, and lower infrastructure costs. 

Gartner predicts that by 2026, 80% of call centers will operate primarily on cloud-based platforms. This transition has been accelerated by the rise of remote work, enabling businesses to maintain continuity while giving agents flexibility.

4. Call Analytics and Real-Time Dashboards

In the digital age, what gets measured gets improved. Call analytics platforms track key metrics such as average handling time, first-call resolution, customer sentiment, and more, providing managers with a dashboard of actionable insights. 

Imagine spotting a rising trend in call abandonment rates or identifying that certain agents consistently excel in customer satisfaction. With this data, leaders can coach teams, adjust workflows, and optimize staffing in near real-time.

5. Conversational AI and Chatbots

AI-powered chatbots and voice assistants have transformed how contact centers handle routine inquiries. By automating FAQs, appointment scheduling, and basic troubleshooting, they reduce the load on human agents. 

But today’s conversational AI goes further. It understands context and sentiment, handing it off to human agents only when necessary. After deploying conversational AI, one telecom provider significantly reduced call volume, boosting efficiency while maintaining high customer satisfaction. 

6. Workforce Management (WFM) Tools

Behind every successful call center is a well-coordinated schedule. WFM software uses historical data and predictive analytics to forecast call volumes and optimize agent shifts. This enhances the customer experience by reducing wait times. It also helps prevent agent burnout, which is crucial in an industry known for high turnover rates. 

By aligning staffing levels with real-time demand, WFM tools ensure that teams are neither overworked nor underutilized. Many platforms allow agents to manage their own schedules, swap shifts, and request time off, which boosts morale and flexibility. 

Top Benefits of Contact Center Technology

For leaders in the trenches, the benefits of adopting modern call center technology extend well beyond just faster calls or prettier dashboards. 

1. Elevating Customer Experience Across Channels 

Customers expect smooth, consistent service whether they’re on a call, chatting on a website, or messaging on social media. Omnichannel platforms deliver exactly that by unifying these channels under one interface, so the customer’s story never gets lost in transition. 

2. Boosting Operational Efficiency and Cutting Costs 

Cloud platforms reduce the need for expensive hardware and IT maintenance. Automated routing and AI assistants accelerate call handling times, freeing agents to focus on complex issues. This translates directly to reduced operational costs and higher agent productivity. 

3. Empowering Agents and Retaining Talent 

Call center jobs can be stressful and repetitive. Smart technology like AI-driven suggestions and skill-based routing lightens the load, making agents’ work more engaging and rewarding. Companies using such advanced tech see higher agent retention. 

AI helps agents resolve issues faster and with greater accuracy. It also reduces routine tasks, allowing agents to focus on complex problems. Happier agents create better customer experiences. 

What are the Emerging Trends Shaping Call Center Technology? 

Technology never stands still. Here’s what call center leaders need to watch in the coming years: 

1. Conversational AI Moves from Support Tool to Strategic Partner 

AI assistants are evolving to provide real-time guidance during calls, detect compliance risks, and analyze sentiment to help agents tailor their responses dynamically. They reduce errors and improve call quality. This technology boosts agent confidence and customer satisfaction. 

2. Hyper-Personalization Powered by AI 

Beyond just reacting, AI is helping predict customer needs and recommend proactive solutions, turning reactive support into proactive engagement. It learns from past interactions and creates personalized experiences that feel thoughtful and relevant. 

3. Full Omnichannel Integration Is the New Standard 

The siloed approach of yesterday is giving way to unified communication platforms that bring voice, email, chat, social, and SMS into one seamless experience. Customers switch channels effortlessly. Agents see the full customer journey in one place. 

4. Cloud-Native Architectures Support Hybrid Workforces 

Remote and hybrid work are here to stay, and cloud-native platforms provide the flexibility, security, and scalability needed to support this new reality. They enable real-time collaboration and quick updates. This keeps teams connected and productive everywhere. 

5. Advanced Speech Analytics Unlock Deeper Insights 

Tools that analyze the tone, emotion, and intent behind calls in real time empower managers to intervene earlier and agents to better meet customer needs. These insights drive targeted coaching. They also help spot emerging trends before issues escalate. 

6. Navigating the Challenges of Technology Adoption 

Despite the exciting possibilities, leaders face real challenges such as avoiding technological overload and ensuring smooth integration with existing systems. They also need to manage change effectively, so agents adopt new tools enthusiastically. 

Compliance with data privacy regulations is essential. Non-compliance can cause serious legal consequences and hefty fines. It can also lead to a loss of customer trust. This risk is especially high when AI analyzes sensitive conversations. Without proper safeguards, organizations risk exposing private information and violating laws like GDPR, CCPA, or HIPAA. 

Recognizing these risks, Acefone offers integrated, easy-to-deploy solutions designed to meet all mandatory data privacy and security requirements. Acefone combines robust technology with expert support to help businesses avoid costly legal challenges. It also ensures seamless onboarding and ongoing compliance. This allows companies to confidently use AI while protecting their customers’ data. 

Your Call Center’s Competitive Edge 

Latest call center technology is now the core of your brand, driving customer loyalty and shaping your promises. The smartest call centers are embracing cloud-based, AI-powered, omnichannel technologies to meet rising expectations and operational demands. 

For managers and VPs looking to future-proof their operations, now is the time to deepen your understanding of call center technology and invest strategically. The right tools don’t just improve metrics; they transform customer relationships. 

FAQs: 

The post What Is Call Center Technology? Definition, Types & Benefits appeared first on Blog | Acefone.

Over the years, customer demands and customer expectations have changed and evolved considerably. Moreover, the concept of consumer experience has taken on a whole new dimension.  

In this saturated industry, quality of service is often a key differentiator for the company. Automated operations and digitized customer service have taken over. The future calls for a complete transformation in the way contact center operations. 

However, the performance of your contact center agents results in some crucial factors like Customer Satisfaction Score (CSAT), first call resolution, reduced wait times and most importantly, responsiveness to buyer needs.  

Keeping in mind the continuous change in the strategy, let’s take a look at the most popular contact center trends we’re expecting for the upcoming months and years. 

Trend #1: Beyond IVR 

Remember when IVR systems meant navigating seven menu levels just to speak with the wrong department? Those days are ending. AI-powered intelligent routing is one of the most popular contact center trends from rules-based logic to predictive understanding of customer intent and context. 

Modern contact center automation doesn’t just route calls based on button presses. It analyzes conversation patterns, sentiment, customer history, and business context in real-time to make sophisticated decisions.  

Sentiment analysis identifies frustrated customers and prioritizes them in the queue. Predictive routing algorithms match customers with the right call center agents based on issue complexity, customer lifetime value, and agent expertise. AI copilots provide real-time next-best-action recommendations, surfacing relevant knowledge articles and suggesting responses as agents navigate complex interactions. 

The business impact is measurable and significant. Organizations implementing AI-powered routing report reducing average handle time by 20-30% while simultaneously improving customer satisfaction scores 

Trend #2: Omnichannel Interactions 

Here’s where most companies get tripped up: they think having phone, email, and chat makes them omnichannel. It doesn’t. That’s multichannel, separate silos that don’t talk to each other. True omnichannel contact center solutions means unified customer context regardless of which of communication channels a customer engages with. 

The distinction matters enormously. In a multichannel setup, a customer starts a chat conversation. They then call an hour later, only to repeat everything because the phone agent can’t see the chat transcript.  

In an omnichannel environment, the agent answering that call sees the complete interaction history across every touchpoint. They can easily view previous calls, chat sessions, and email exchanges. 

Modern cloud contact center software provides unified agent desktops that surface this complete context in real-time. When customers switch channels, the conversation continues seamlessly. The agent doesn’t waste time gathering information; they pick up exactly where the last interaction ended. 

The business impact of this contact center trend is also clear. Companies with strong omnichannel strategies retain 89% of their customers, compared to just 33% for those with weaker approaches. This shows how crucial getting your omnichannel contact center right is for driving revenue and customer loyalty. 

Trend #3: Reactive Support to Predictive Outreach 

One of the most powerful contact center trends is the one that prevents a problem before it becomes a complaint. Forward-thinking organizations are shifting from reactive support models to proactive and predictive engagement strategies. They are supposed to anticipate customer needs and trigger interventions before issues escalate. 

This isn’t about sending generic email blasts. It’s about using analytics and behavioral signals to identify specific situations requiring outreach. Proactive alerts that notify customers of service outages, shipment delays, or payment reminders before they pick up the phone. 

The technology is becoming increasingly accessible. Contact center and CRM integration has become a power-packed duo for customer data management that drives predictions. Real-time analytics platforms process behavioral signals as they occur. Automated workflows trigger outreach based on specific customer actions or inactions, all without manual intervention. 

The shift from “how can I help you?” to “we noticed you might need this” represents a maturation of customer experience strategy. It requires infrastructure capable of processing signals in real-time, orchestrating outreach across channels, and measuring impact on customer lifetime value. 

Trend #4: Post-Conversation Analytics 

Every customer conversation is a goldmine of business intelligence. But most organizations let that value slip through their fingers the moment the call ends. Enter Post conversation analytics – a transformative technology that turns raw interaction data into strategic insights.   

Traditional quality assurance meant randomly sampling 2-3% of calls and manually scoring them weeks after they occurred. Post-conversation analytics powered by AI and speech analytics examines 100% of interactions across every channel (call, chat, email). The technology then transcribes conversations, identifies key themes, detects emotional sentiment and flags compliance risks. 

Trend #5: Empowered Agents Deliver Better Outcomes 

Here’s a reality check: contact center agent turnover rates hover around 30-45% annually. This costs businesses an average of $10,000-$20,000 per agent in recruitment, training, and lost productivity. The exodus isn’t just about compensation; it’s about working conditions. And technology is either the problem or the solution. 

Modern cloud contact center platform fundamentally improve agent experience by addressing the friction points that drive burnout. Intuitive, unified interfaces reduce cognitive load, eliminating the need to toggle between multiple systems. AI assistants handle routine tasks like data entry and basic information retrieval. This frees human agents to focus on complex problem-solving that requires human judgment and empathy.  

With the power of AI, you can ensure your agents are performing well and working happily.  

Looking forward 

With constant advancements in cloud communications technology and ever-evolving client demands, call centers need to remodel their support strategies. Thus, businesses must focus on extending high-quality service options.  

Next-gen contact centers must emphasize on: 

• Providing fast, reliable and accurate information across all channels. 
• Increasing efforts to achieve customer satisfaction and retention. 
• Reduce contact center complexity and create easy and accessible forums. 
• Provide an overall smooth user experience. 

Want an executive-ready scorecard of your contact center trends maturity, plus a step-by-step rollout plan? Book a consultation with Acefone’s experts to see how cloud-based contact centers, AI-powered routing, and real-time analytics can lift CSAT, FCR, and revenue within one quarter. 

FAQs 

The post 5 Must Know Contact Center Trends for Businesses appeared first on Blog | Acefone.

With so many opinions and bits of advice out there, it’s easy to feel a bit overwhelmed. 

In this blog, we’ll walk you through both options. We will break down the key differences and help you understand the benefits and challenges of each.  

But first, let’s start with the basics. 

What is an On-Premise Contact Center? 

An on-premise contact center is the more traditional setup, where you have to host and manage all the infrastructure. All the hardware and software required for to manage your contact center will be right on-site, either at your office or in your own data centers. 

Since everything is managed in-house, you have complete control over how your contact center operates. This means you can tailor it exactly to your needs and make it work seamlessly with your existing systems. 

Additionally, with all data stored internally, you will have tighter control over security. This setup is especially helpful for high-compliance industries like healthcare and BFSI. In-house security makes it easier to stay compliant and protect sensitive customer info. 

Features and Benefits of On-Premises Contact Center 

Here are the most popular benefits and features of cloud-based contact centers: 

Benefits: 

1. Complete control: You get full ownership of hardware and software for deep customization. 
2. Enhanced data security: Data stays within your own environment, reducing exposure to external risks. 
3. Compliance-friendly: Easier to meet strict regulatory and industry-specific requirements. 
4. Lower latency: On-site infrastructure reduces delays, improving call quality. 
5. Predictable costs: Fixed infrastructure costs can simplify budgeting over time. 

Features: 

1. Customizable environment: Tailor the contact center to specific business processes and integrations. 
2. Direct hardware management: Full control over servers, network devices, and telephony systems. 
3. On-site data storage: All data resides within the company’s own data centers. 
4. Traditional telephony integration: Supports legacy phone systems and private branch exchanges (PBX). 
5. In-house IT support: Dedicated teams manage maintenance, upgrades, and troubleshooting. 

What is a Cloud Contact Center? 

A cloud-based contact center, also known as a cloud based contact center solutions is based entirely on the Internet. These centers offer the opportunity of working remotely, while widening the business’s reach and accelerating its customer experience. In this article, we will compare these two types of contact centers under a range of elements.  

Features and Benefits of Cloud Contact Center 

Here are the most popular benefits and features of cloud-based contact centers: 

Features: 

1. Scalability: Easily scale up or down based on demand without heavy investment in hardware. 
2. Lower upfront costs: No need to buy and maintain physical infrastructure, reducing capital expenses. 
3. Faster deployment: Quick setup and rollout compared to traditional on-premise solutions. 
4. Remote access: Agents and supervisors can access the system from anywhere, supporting remote work. 
5. Automatic updates: Cloud providers handle software updates and maintenance, ensuring you always have the latest features. 

Benefits: 

1. Omnichannel support: Integrates multiple communication channels like voice, chat, email, and social media. 
2. AI and analytics: Built-in AI tools for routing, chatbots, sentiment analysis, and performance insights. 
3. Flexible integrations: Easily connect with CRM, helpdesk, and other business software via APIs. 
4. Pay-as-you-go pricing: Usage-based billing models that allow cost control. 
5. High availability and disaster recovery: Cloud infrastructure provides redundancy and failover to minimize downtime. 

On Premise vs Cloud Contact Center: Key Differences

Choosing between an on-premise vs cloud contact center really comes down to your unique needs, resources, and priorities. On-premise setups provide greater control, but cloud offers greater flexibility and cost savings.  

To help you decide which is right for you, here are the key differences between the two. 

Cloud vs On-Premise Contact Center: Which is Better?

Now that we’ve explored the key differences between on-premise and cloud contact centers, it’s clear that each has its own strengths. However, due to higher flexibility and tech-focused approach, companies nowadays are leaning toward cloud solutions.  According to a MarketsandMarkets report, the global cloud contact center market is expected to grow from $20.9 billion in 2023 to $86.4 billion by 2029.   

Here are the top reasons why a cloud contact center often outshines traditional on-premise systems and why it might be the smarter choice for you:

1. Flexibility

An important element to consider when thinking about your contact center is flexibility. In that regard, a cloud contact center is a great choice. As the name suggests, cloud contact centers are hosted remotely so there isn’t any need for physical infrastructure. Your staff can work from anywhere via any Internet-enabled device.  

In times of a crisis, a remote working option ensures that operations continue to run smoothly.  

On-premise contact centers don’t offer such privileges. Your remote working communication solutions won’t have access to all the features, you may be unable to mask your calls and even leave private data exposed.  

2. Cost

Cost is always a concern and should be too. If you already have an on-premise contact center, you may be wary of shifting to the cloud. But fret not for it has many cost benefits in the long run.  

Setting up an on-premise center is costly and they need constant maintenance. You will end up spending a lot on fees for an engineer or dedicated in-house support staff. A cloud contact center, on the other hand, incurs no maintenance costs for updates or fixes; their support package includes everything.   

Cloud contact center solutions also eliminate the need for premises, as staff can work from anywhere they like. You will save a large amount of money on the costs associated with a physical office.

3. Ease of management

Traditional cloud systems can store very little information, nothing except call logging times and the number of calls made. A manager won’t have any key information if there aren’t additional programmes to monitor performance. Of course, the more programmes needed to manage performance, the easier it will be to make mistakes or overlook something important.  

A cloud contact center can save the manager’s precious time and resources by making monitoring performance easier, without any additional software. They can access a large range of analytics. For instance, Acefone’s portal is easy to use and gives plenty of information on individual agent performance, call waiting time, offers call recordings and much more.  

Managers can, thus, train their agents more effectively and keep a close eye on everything with just a few clicks. 

4. Scalability

You aim to grow. When your business grows, your contact center should too. Cloud contact centers offer the option of scalability; instantly and at a minimal cost. You can add as many phone lines as you need and even hire staff globally to manage it all.  

A global workforce means avenues for new customers from around the world—without any hefty investment in hardware too. 

This isn’t an option for traditional solutions. Scaling operations means expanding on location, adding more support staff, and incurring infrastructure costs. More often than not, this could hold your business back.  

While both solutions have their merits depending on business needs, a cloud contact center offers the room to grow and ensures seamless operations throughout. In the middle of a pandemic, a cloud center is god-sent.  

How to Migrate from On-Premise to Cloud Contact Center? 

Moving from on-premise to cloud might seem intimidating, but with the right plan, it can be a cakewalk. 

Here’s a quick checklist to guide you: 

1. Define your goals: Do you want more scalability, agent flexibility, or cost savings? 
2. Assess your current setup: What’s working well, and what needs improvement? 
3. Pick the right cloud environment: Does your vendor offer strong data security, compliance, and easy integrations?  
4. Decide on deployment: How much control and customization do you want? 
5. Choose a cloud partner: Look for one who understands your industry, has a solid track record, and offers great support. 
6. Select the right architecture: Make sure it supports scalability, availability, and fault tolerance. 
7. Prioritize migration: Start by moving non-critical apps first to minimize risk. 
8. Set performance benchmarks: Measure your current KPIs so you can track improvements. 
9. Plan data migration carefully: Ensure your data moves securely and stays consistent. 
10. Test your apps: Make sure everything works well in the new cloud environment before going live. 

Ready to migrate from your sluggish on-prem solution to a cloud-based contact center? Our experts can help you.  

FAQs 

The post On premise vs Cloud Contact Center – Which Works Best For You? appeared first on Blog | Acefone.

India — September 29, 2025: Acefone, a leading cloud communication platform, announced the launch of AI-powered Post Call Analytics. It is an add-on, paid analytics capability that transforms voice calls into structured, decision-ready intelligence.  

The new module uses advanced LLM to surface customer sentiment, pinpoint friction, verify policy adherence, and score agent performance at scale. 

Designed for CX leaders, the feature addresses a familiar operational gap: only a small fraction of conversations is reviewed manually, while the rest remain unmined. Post Call Analytics closes that gap by analyzing 100% of recorded interactions after they occur and converting them into clear, auditable metrics and coaching actions. 

Why it matters? 

For Indian enterprises competing on experience, every conversation is now a first-party data asset. Yet QA teams still sample only a sliver of calls. Moreover, compliance checks often happen after the fact and retention teams detect churn risk when it’s too late.  

Post conversation analytics solves these problems with a pragmatic, human-in-the-loop approach: 

• Customer Sentiment & Themes: Understand intent, tone, and emerging issues, without adding survey fatigue. 
• Regulatory Readiness: Programmatically check interactions against compliance checklists (e.g., consent language, disclosure order, PII handling). Vital especially for BFSI, Healthcare, and other regulated sectors operating under frameworks such as DPDP Act (India), GDPR, and PCI DSS. 
• Agent Performance & Coaching: Score calls objectively, identify skill gaps, and generate targeted coaching queues that supervisors can action in minutes, not weeks. 
• Churn Prediction Signals: Detect dissatisfaction patterns (keywords, silence spans, repeated escalations) early enough for retention teams to intervene. 

Announcing the launch, Ashish Nijhara (Chief Product & Technology Officer, Acefone) highlighted the transformative impact of the solution – “At Acefone, we don’t pursue artificial intelligence merely to follow trends. Instead, we believe in building solutions that maximize value for our users. Post call analytics is where AI delivers the fastest, most measurable value. By analyzing every call, we give leaders objective, defensible insights they can trust. Our focus is on accuracy, explainability, and governance, so that every score and compliance check stands up to scrutiny.”   

What’s new in Acefone’s AI Call Analytics? 

1) Conversation-to-insight pipeline
Acefone ingests call transcripts and performs domain-tuned speech-to-text where applicable. It then runs LLM models to extract sentiment, intent, entities, silence and overlap patterns. Additionally, it detects escalation markers and compliance signals. Results stream into QA scorecards, trend dashboards, and role-based reports. 

2) Agent performance analytics
Calls are scored across soft skills (empathy, clarity), process adherence (verification steps, resolution path), and outcomes (first-contact resolution proxy, next steps agreed). Supervisors can filter by team, queue, or campaign, automatically populate coaching packs, and measure improvement over time. 

3) Churn and escalation signals
PCA identifies early-warning indicators from repeated callbacks to unresolved promises. This helps customer success and retention teams to trigger save-actions (credits, callbacks, priority routing) in the integrated CRMs or ticketing tools. 

4) Secure by design
PII redaction, role-based access controls, configurable retention, and encryption in transit and at rest are standard. Customers can align settings with internal data-governance policies and applicable regulations. 

How does it fit in existing stacks? 

AI Call Analytics sits natively inside Acefone’s unified cloud-based communication platform. Since the analytics operate post-interaction, deployment is minimally disruptive. Teams can  initiate campaigns with the auto dialer software, validate outputs against human QA, calibrate thresholds, and expand rapidly.

Shella Seth (Chief Business Officer, Acefone) emphasized the commercial advantage,  stating  “Enterprises want AI technology that can be proven and deliver a measurable ROI. With our AI Call Analytics capability, you can get a bird’s eye view of all your customer conversations and analyze the brand positioning by every CSR. This will help you fix the root causes of churn, non-compliance, and poor customer experience. Companies can also analyze buying and promise-to-pay intent to forecast revenue pipeline. These are tangible results you can show to your boards. It’s AI that pays for itself in measurable retention and risk reduction.”  

Governance, accuracy, and human-in-the-loop 

Acefone emphasizes human supervision. Supervisors can drill into model rationales (the evidence excerpts that drove a score or flag), override results, and feed those corrections back for continuous improvement. Enterprise admins control storage regions, retention windows, and redaction policies to align with internal and external standards. 

Availability 

AI Call Analytics is already available for Acefone’s customers as a paid add-on to its Cloud Communication Suite. Existing customers can contact their account manager to enable a guided pilot. 

About Acefone 

Acefone is a trusted global cloud communications provider rated 4.7/5 for reliability and service excellence. This all-in-one platform covers voice calling, messaging, WhatsApp Business, email, and video to help businesses deliver exceptional customer experiences. Backed by 99.5% uptime, the platform empowers over 5,200 organizations worldwide to streamline operations, gain AI-driven insights, and drive measurable growth. 

The post Acefone Launches AI Post Call Analytics for Faster and More Efficient QA   appeared first on Blog | Acefone.

If you are a CPaaS provider or a UCaaS platform serving Indian businesses, this means navigating a transformed compliance landscape. Here’s what actually changed, what it means for your business, and how to adapt. 

Current Scenario of Telecom Sector 

The transformation of India’s telecom revolution began with the modernization of public networks in the 1980s. The government set up the Centre for Development of Telematics (C-DOT) in August 1984 to design indigenous digital switching systems. 

Liberalization provided the real ignition. The 1999 National Telecom Policy shifted the sector from high fixed license fees to a revenue-share regime. This stabilized operators and accelerated rollout.  

Within a decade, teledensity leapt from 2.32% in March 1999 to 62.51% by October 2010. The subscriber base surged from 14.88 million in 1997 to 300.49 million in March 2008. By March 2006, India had already crossed 140.32 million users, a steep climb captured in the chart below.  

By mid-2025 the market’s scale and structure looked like this: 

• 1,171.91 million wireless subscribers (including 5G FWA) 
• 48.11 million wireline users, for a total of 1,220.02 million connections.   

Overall teledensity stood at 86.15%, with 125.74% in urban India and 59.19% in rural areas. These figures frame both the achievement and the remaining inclusion gap.  

What Does GST 2.0 Actually Include? 

The next-generation reforms implemented under GST 2.0 have simplified tax slabs to 5%, 18%, and 40%. The Council has simplified the structure into a 5% slab for essentials, 18% for standard goods, and 40% for luxury/sin items, replacing the earlier complex categories.  

The Big Picture Numbers:  

• 78% of all goods now fall under the 5% slab, down from previous higher categories 
• Electronics saw major relief with items like TVs moving from 28% to 18%    

The changes have become effective from September 22, 2025. 

Elaborating upon the new regime, India’s finance minister Nirmala Sitharaman called GST 2.0 a “system cleaning reform.” She said that “These reforms have a multi-sectoral and multi-thematic focus, aimed at ensuring ease of living for all citizens and ease of doing business for all.”  

Telecom’s GST Status 

The new regime impacted a wide variety of goods and services, leaving out a few. The verdict for telecom? Services have remained largely untouched by rate reductions. Here is the transformation in a nutshell: 

Zero Direct Relief 

Despite widespread speculation about potential rate cuts, GST on telecom services maintained its 18% rate. This affects: 

• Mobile voice calls and SMS 
• Data services and broadband 
• Value-added services 
• Roaming charges 
• Enterprise telecom solutions 

Why no change? The GST Council focused its rate rationalization efforts on goods that could provide immediate relief to final consumers. Telecom services, generating approximately ₹3.36 trillion in annual revenue, remain a crucial tax revenue source for the government. 

What Changed Behind the Scenes? 

While consumer bills saw no direct GST relief, you as telecom operators, might face significant operational changes: 

1. Place of Supply Rules for Intermediary Services

New Rule: Place of supply for intermediary services shifted to the recipient’s location. 

Impact for Telecom: 

• India-based aggregators and resellers can now qualify more services as zero-rated exports 
• International Application-to-Person messaging services, i.e.. text messages sent from a business application or platform to a person in another country benefit significantly 
• Carrier service brokering sees improved margins 

Example: A Mumbai-based CPaaS provider routing international SMS traffic can now treat more transactions as exports, reducing domestic GST liability from 18% to 0%. 

2. E-Invoicing Compliance Gets Stricter

Critical Deadline: Companies with Annual Aggregate Turnover (AATO) ≥ ₹10 crore must upload e-invoices within 30 days to the Invoice Registration Portal (IRP). 

What this means for telecom operators: 

• Time to upgrade billing systems, delays won’t cut it anymore 
• You’ll need real-time compliance tracking to stay on top of the rule 
• Miss the 30-day window? Your invoice could be rejected, impacting GST credit and reporting 

3. GSTAT Is Now Live for Dispute Resolution

The GST Appellate Tribunal (GSTAT) is officially up and running and has started accepting appeals. Hearings are expected to begin in December 2025. 

Why this matters for telecom: 

• Faster resolution for prepaid voucher valuation issues 
• Clarity on how to classify roaming and interconnect charges 
• A more streamlined way to handle discount and commission disputes 

It’s a welcome move, finally, a clear path to resolve long-standing tax ambiguities. 

4. Input Tax Credit 

The GST rate on telecom services remains unchanged at 18%. However, the changes in GST rates on goods have opened some real opportunities to optimize your ITC strategy. 

Equipment & Infrastructure

• Most network hardware still attracts 18% GST 
• Some peripheral equipment may now fall under lower-rate slabs, time for a classification review 
• Bundled device + service plans might need re-evaluation under the updated HSN codes 

Consumer Electronics Boost

GST cuts on items like TVs, appliances, and gadgets could fuel higher consumer spending. That translates into more data usage, an indirect win for telecom operators. 

Adaptation Over Expectation 

GST 2.0 brought significant tax relief for goods, but telecom services were left untouched at 18%. So instead of waiting for a rate cut that might never come, your focus can now shift to: 

• Strengthening compliance systems 
• Finding new ITC optimization opportunities 
• Reworking export and intermediary service strategies 
• Reviewing equipment classifications and procurement plans 

As GST reshapes telecom operations and compliance, ensure your customer engagement evolves too. Explore how a strong customer experience strategy can help your telecom business stay compliant while delivering exceptional service

Key Takeaways for Telecom Operators 

• No GST reduction on consumer bills 
• Compliance requirements are getting tighter 
• Export and cross-border service opportunities are growing 
• Equipment procurement and bundling strategies need fresh analysis 

What Success Looks Like 

The telecom companies that move fast, embrace the new compliance landscape, and rework their tax strategies will be in a stronger position. Those still waiting for rate cuts may fall behind. 

In this new phase of GST, agility beats expectation. 

Want to stay compliant and efficient under the new GST regime? Explore how BPO call center software can help streamline operations and reduce cost burdens. 

FAQs 

The post How GST 2.0 is Going to Influence the Telecom Sector  appeared first on Blog | Acefone.

If you are looking to cut costs without sacrificing performance, open source call center software can be an appealing alternative to commercial solutions. But while the “free” price tag sounds attractive, the complexity of building workflows can be overwhelming. This raises a crucial question: Is open source call center software really good enough for your needs? 

In this article, we’ll explore the pros and cons of open source call center platforms. We will also compare them to proprietary options and help you choose the best. 

Read on. 

What Is Open Source Call Center Software? 

“Open source” is a platform whose source code is publicly accessible. This allows users to freely download, use, modify, and distribute the software. In the field of communication, that’s exactly what open source contact centers do.  

Unlike proprietary solutions, which often come with licensing fees and limited customization options, open source contact centers are highly flexible. You can tailor every aspect of the software, from call routing logic to user interfaces. 

The open source model is supported by active communities of developers and users. They contribute updates, share best practices, and provide peer support. This makes these solutions a powerful alternative to commercial platforms. 

What is the difference between Open Source and Proprietary Call Center Software?

The Great Call Center Software Dilemma 

When it comes to a solution, deciding between budget vs. capability is the ultimate dilemma. Cloud adoption has made modern platforms easier to scale and manage. More than 65% of call centers use cloud-based solutions, which makes them suited to remote work and rapid rollout. Meanwhile, open source looks “free,” yet every integration, compliance measure, and reporting dashboard adds time and cost. 

Let’s see why users prefer each.  

Benefits of Open Source Call Center Software 

Here are the top benefits of open source call center platforms:  

1. License Savings

Open source eliminates recurring license costs. You don’t pay a vendor fee for every user or seat, so your expenses remain predictable even as you scale. For organizations with hundreds of agents, this can translate into substantial long-term savings that can be reinvested in customer experience, training, or infrastructure.

2. Deep Customization and Control

Because the source code is open, you can modify everything, from call routing logic to dashboards and integrations. This flexibility lets you design highly specific workflows (e.g., BFSI compliance routing or healthcare patient call flows) without waiting on a vendor roadmap or feature queue. 

3. Broad Ecosystem of Modules

Open source thrives on community innovation. Thousands of contributors build add-ons like speech analytics, QA scoring, and AI chatbots. This ecosystem means you can rapidly enhance your contact center without reinventing the wheel, and you benefit from frequent peer-driven updates.

4. Full Data Ownership and Privacy

With open source, you control the database and infrastructure, which is crucial for industries handling sensitive data. You can enforce your own encryption standards, decide on data residency, and meet strict regulations such as GDPR, HIPAA, or PCI-DSS without being bound to a vendor’s cloud policy. 

5. Avoidance of Vendor Lock-In

There’s no contractual dependency on a single provider. You can migrate to new hosting, fork the codebase, or switch support partners whenever needed. This freedom prevents unexpected price hikes or sudden feature deprecations that sometimes occur with proprietary vendors. 

6. Transparent Security and Auditability

Because the code is publicly visible, vulnerabilities are often detected and patched by a global community. You can also conduct independent audits or integrate your own security protocols and monitoring tools, ensuring that compliance checks and penetration testing meet internal and external standards. 

7. Scalability on Your Own Terms

Open source call center platforms let you architect capacity exactly as you need it. You can scale horizontally by adding servers or vertically by tuning performance, without waiting for a vendor to provision resources or negotiate new licenses. Partnering with a quality assurance company can further ensure that these systems run smoothly, identifying performance bottlenecks and maintaining consistent service quality. This is ideal for seasonal spikes or rapid business expansion. This is ideal for seasonal spikes or rapid business expansion. 

8. Cost-Effective Innovation and Experimentation

Because you can experiment freely, open source is a low-risk testbed for emerging technologies. You can prototype new AI routing algorithms, build microservices, or trial omnichannel features without purchasing separate licenses for development and staging environments. 

9. Integration Freedom with Legacy and Modern Systems

Open source tools typically expose standard protocols like SIP, REST, and WebRTC. This makes it easier to integrate with CRMs, learning management systems, ERPs, or custom analytics stacks. You’re not limited to a fixed set of pre-approved integrations. 

10. Vibrant Global Support and Knowledge Base

While you may not have a single vendor SLA, open source projects often have active forums, mailing lists, and third-party support vendors. Many have extensive documentation, tutorials, and case studies. For enterprises with skilled IT teams, this global knowledge network provides rich and rapid troubleshooting 

Top 5 Open Source Call Center Software Options on the Market

Let’s explore the leading open source call center solutions, what they offer, and how they could be a good fit for your needs. 

1) Asterisk 

Asterisk is the foundational open source telephony engine that powers countless PBXs, contact centers, and VoIP applications. It’s a flexible software toolkit that provides call control, media handling, and application logic on Linux. 

Key capabilities 

• Call routing, IVR, queues, voicemail, conferencing, call recording 
• SIP, PJSIP, WebRTC, IAX2, PRI/SS7 (via add-ons/hardware) 
• Dialplan scripting, AGI/AMI/ARI APIs for external control and custom apps 
• Codec/transcoding support, TTS/ASR integrations, call detail records (CDR) 

Where it fits
On-premise PBXs, custom IVRs, telephony backends, embedded communication in vertical apps, and as the core of many distros. 

2) FreePBX

FreePBX is a popular web-based GUI and Linux distribution that packages Asterisk with an admin interface. This makes it much easier to deploy and manage a full PBX without deep dialplan coding. 

Key capabilities 

• Point-and-click setup for extensions, trunks, IVRs, queues, ring groups 
• Call recording, voicemail, time conditions, announcements, parking 
• Bulk endpoint provisioning (with supported phones), E911 tools, CDR/analytics 
• Module ecosystem (open source + commercial add-ons) for backups, contact center basics, call-center reporting, etc. 

Where it fits
Anywhere teams want a stable Asterisk PBX with a friendly GUI and predictable admin workflows. 

3) VICIdial 

VICIdial is a mature, open source contact center platform that supports inbound, outbound, and blended campaigns at scale. It provides a web agent desktop and an admin console for multiple applications. You can build solutions to run predictive/progressive/manual dialing, route service calls, and manage QA, without per-seat licensing. 

Key capabilities 

• Predictive, power/progressive, preview/manual with time-zone rules, max attempts, and drop rate controls. 
• Skills-based routing, queues, IVR, callback scheduling, and SLA views for live operations. 
• Import/list hygiene, dynamic filtering, DNC management, recycle rules, and campaign scripts. 
• Call recording, disposition codes, QA scorecards, whisper/barge, audit trails, and configurable call-time windows. 
• Real-time wallboards, agent/campaign productivity, service levels, contact/connect rates, abandonment, and custom exports. 
• CRM, ERP, helpdesk software, etc. 

Where it fits 

• Sales/outbound SDR, collections & recoveries, appointment setting, surveys/polls, re-engagement/lifecycle marketing, support overflow. 
• Ops teams that want deep dialer control and are comfortable administering Linux/Asterisk. 

4) SipXcom

 SipXcom is a fully open source, SIP-native IP PBX and unified communications (UC) platform. It is designed to provide enterprise-grade calling and collaboration without the Asterisk or FreeSWITCH media core. Originating from the former sipXecs project, it is now community-maintained. The platform is widely used by organizations that prefer a pure SIP architecture for scalability and standards compliance. 

Key capabilities 

• Acts as registrar, proxy, and presence server, allowing direct SIP device registration without media server dependency. 
• Auto-attendants, voicemail with email delivery, hunt groups, call forwarding, call parking, call pickup, and conferencing. 
• Built-in XMPP-based instant messaging and presence services for real-time team collaboration. 
• Development and support are community-based, so enterprises may need in-house expertise or commercial partners for critical SLAs. 
• Fewer third-party plug-ins and commercial add-ons than Asterisk- or FreeSWITCH-based solutions. 

Where it fits 

Organizations that prioritize open standards, native SIP architecture, and a lightweight, modular approach to unified communications. 

5) Elastix  

Elastix, now part of 3CX, offers three tiers of call center modules on its GitHub: one for start-ups, one for teams, and another for enterprise-level needs. Each tier adds more advanced features as you go up. There are also prebuilt packages tailored to specific industries like healthcare, finance, and manufacturing. As with most SaaS-based call center solutions, the more features you need, the higher the cost. 

Key capabilities 

• Extensions, SIP/IAX trunks, IVR menus, call queues, ring groups, call parking, call recording, and voicemail with email alerts. 
• Fax server, instant messaging (Openfire), email server, and built-in collaboration tools. 
• Call Detail Records (CDR), queue statistics, and graphical dashboards. 
• Simple GUI for provisioning users, configuring dialplans, and managing modules without direct Asterisk dialplan editing. 
• Community and commercial add-ons for billing, call-center reports, hotel PMS integration, and more. 

Where it fits 

• Call centers needing basic inbound/outbound call handling and a “one box” UC solution. 
• Teams without dedicated telephony engineers who need a pre-integrated PBX with unified messaging. 

Disadvantages of Open Source Call Center Platforms 

Here are the most common drawbacks of open source call center solutions: 

1. Enterprise reality of “free” 

“Free” software sounds amazing at first, but the reality for enterprises is often more complicated. While the software itself might not have a licensing fee, it’s not entirely free. You’ll still need to budget for implementation, support, customization, and ongoing management. It’s important to keep these hidden costs in mind so you don’t get caught off guard. 

2. Engineering Lift 

Adopting this kind of software means your engineering team will need to invest time building custom APIs to connect everything. They will also have to rigorously test the system to catch bugs and harden security to protect sensitive data. Then come the monitoring workflows to keep an eye on performance and issues. Bottom-line is, saving on licensing fee is bound to cost your team’s bandwidth. 

3. Maintenance Drag 

Maintaining open source systems isn’t a “set it and forget it” deal. You’ll have to regularly apply patches and updates to fix bugs and security vulnerabilities. You will also need to pin versions to avoid unexpected changes and run thorough regression testing to make sure new updates don’t break existing features. It can become a time-consuming but necessary ongoing commitment. 

4. Steep Learning Curve and Talent Dependence 

Open source call center solutions often demand a strong in-house technical team, engineers, DevOps, and security experts, just to get started. New admins and agents may also face a steeper training curve compared to the guided onboarding. If key technical staff leave, it can create skill gaps and operational risk, making long-term sustainability harder. 

5. Limited Formal Support and SLA Guarantees 

Community forums and mailing lists can be helpful, but they don’t replace 24×7 vendor support with guaranteed response times. In a live contact center environment, every minute of downtime impacts revenue and customer experience. Depending on volunteer or third-party support can lead to delayed fixes and unpredictable resolution times. 

6. Fragmented Roadmap and Slower Feature Velocity 

Open source projects evolve at the pace of their community, which may not align with your company’s needs. Without a single accountable vendor, you can’t count on a predictable feature roadmap or quick adaptation. 

A Strategic Alternative to Open Source 

Now you have a realistic overview of the capabilities of an open source contact center software. If you think you need an alternative, here’s a next-gen solution for you:   

Acefone’s Cloud Communication Platform is designed for scale, compliance, and speed, without assembling and owning the stack. 

What’s different 

• Native omnichannel integration: voice, email, chat, SMS, WhatsApp, and video in one timeline 
• AI-powered automation: intelligent routing, real-time assist, and post-call analytics 
• Elastic cloud architecture: multi-region scaling, SLAs, and high availability 
• Professional support: onboarding, training, and 24×7 assistance 
• Dedicated account manager: A single point of contact who understands your business goals, monitors performance metrics, and proactively recommends optimizations. This way, you always have a strategic partner guiding your contact center’s evolution. 

From an ROI lens, deployment takes weeks, not quarters. You also get a lower run cost vs. building, integrating, and maintaining multiple OSS components. 

The post Is An Open Source Call Center Software Good Enough?  appeared first on Blog | Acefone.

Whether it’s sharing information, files, or making calls, cloud communication apps can handle it all in one go. These apps also let you conduct online meetings, discuss projects, and bring every team on the same page. With so much reliance on communication apps, tech companies need to mobile test their apps thoroughly before releasing them in the market. 

Today, we explore how mobile app testing plays a crucial role in ensuring highest quality standards in cloud communications solution. 

Understanding Mobile-based Communication 

In the last decade, smartphones and tablets have skyrocketed among working professionals. Gone are the days when all communication happened strictly via phone calls and desktops. Companies now expect their employees to stay connected 24×7 for urgent issues and queries. This expectation has become possible only because of the usage of smartphones. 

Smartphones ensure employees’ availability even after office hours. Apps like Zoom, Microsoft Teams, or Slack, that were once only a part of desktop applications, have now become available on smartphones as well. 

Expectations from Mobile App Testing for Cloud Communication

Along with ease of usage, constant connectivity and data consistency across devices, mobile users have more expectations from such apps: 

1. Quality Communication: Users expect mobile communication apps to be flawless without any latency or noises, especially in the voice calls. 
2. Cross-device consistency: The communication should always be in sync within all the devices the app is being used. None of the messages should be missed while switching devices. 
3. Uninterrupted Service: It is important for such apps to stay online all the time so that a message or a call can instantly be addressed. 
4. Security and compliance: To address the confidentiality of the communication, which is imperative for any organization, the apps must be developed with the latest security and compliance standards. 

All of these points are mandatory to be inbuilt in any mobile-based communication application to provide higher customer experience. Any missed point would result in poor performance of the product and thereby causing missed opportunities in the business. 

Recommended Read What is Verbal Communication?

Why Mobile App Testing is Crucial in Cloud Communication?

The aspects mentioned above dictate the expectations of mobile communication app users, because of which, businesses must consider scrutiny while testing cloud communication apps for mobile. Automated testing tools for mobile apps like testRigor make it feasible for comprehensive testing by covering all the aspects of it. Let’s look at areas one by one. 

1. OS and Features Testing 

There’s a wide variety of OS and configurations which your users would be using. Your app must be tested across all kinds of such devices and configurations. For example, it must be tested on Android, iOS and all their versions to be able to function well across a wide range of users.  

Features like push notifications, mic/camera usage and simultaneous usage of background apps should also be tested to avoid any functional errors. The screen resolution in web-app and mobile apps also varies, which must be tested for the app to ensure consistent UI & UX. 

2. Diverse Network 

It’s often possible that users would be using different networks to access your apps. While some would be running it on a broadband connection, others would be using standard 3G, 4G or 5G networks.  

Different networks require different configuration to host apps. Sometimes, the network is even unstable, your app should remain unaffected from it. Ensure that your app performs well in all kinds of networks and gives a consistent user experience. 

3. Performance and Scalability 

Several companies purchase bulk licenses to cloud communication apps for their teams. When a certain bunch of users access an app, it becomes prone to breakage due to heavy, real-time load.  

Hence, to avoid this pitfall, you must test your app’s performance during heavy usage at the same time by multiple users. You must ensure that it loads instantly even during the peak usage hours. Its performance also depends on efficient usage of resources and battery so that the device doesn’t drain out quickly because of using this app. 

Conclusion 

No matter which industry you belong to, cloud communication has become indispensable. Furthermore, smartphones have become so common that official communication has become an integral part of them. Which is why SaaS companies must perform mobile app testing thoroughly to ensure they don’t lose business by putting mission-critical communication at stake.  

Companies like Acefone that invest in comprehensive mobile app testing strategies will not only deliver superior performance but also earn long-term loyalty in an increasingly competitive cloud communication market. 

The post Why Mobile App Testing Matters for Cloud Communication? appeared first on Blog | Acefone.

Industry trends indicate a double-digit IVR abandonment in many environments. That’s real money leaking out of your funnel, and a brand hit your agents can’t talk tackle. Customer expectations, meanwhile, keep sprinting ahead.  

People want to say what they need in their own words and get an immediate, accurate response, without memorizing a phone tree. UX research is blunt about it: phone-tree menus impose cognitive load that rarely matches a caller’s intent. This forces detours and callers often spend close to a minute just “navigating the IVR.” 

Enter AI voice bots.  

Instead of “Pressing 2 for billing,” callers can now simply say, “What’s the status of my payment?”.  When done well, they reduce inbound load materially and speed time-to-resolution, without squeezing the human element. 

Let’s understand the difference between ivr vs voicebot and the impact each has on customer experience. 

What is IVR?  

Interactive Voice Response (IVR) is an automated phone system that engages callers using spoken prompts and keypad tones. It steers people to the information or service they need by combining pre-recorded messages, speech recognition, and dynamic menus. 

What IVR can do: 

• Answer and route incoming calls to the right destination 
• Enable self-service flows (balances, order status, FAQs) 
• Capture caller inputs and details 
• Connect to CRMs/databases to deliver personalized responses 

Think of IVR as a digital receptionist: it takes care of routine requests and passes complex issues to the best-fit human agent.  

How Does IVR Work?

Let’s walk through a basic IVR call flow using a simple example. 

Imagine a customer calls their bank to check their account balance. The IVR system answers the call with a greeting and may then prompt the caller to choose a preferred language. 

Next, it offers a menu of options such as checking account balances, making a transfer, or speaking with a customer service representative. The caller can press a number on their keypad. Based on this input, the IVR system processes the request and routes the call accordingly. 

That’s the customer-facing side.  

Now, let’s take a look at what’s happening behind the scenes: 

Step 1: Caller Interaction and Menu Navigation 

When a customer calls a company, they’re greeted by an IVR system, which is part of the company’s automatic call distribution (ACD) setup. This system provides a welcome message and a menu, which may have multiple layers. 

Step 2: Call Routing 

Once the caller selects an option, the IVR routes the call based on your configuration. This could include: 

• Live representative: The call goes directly to an agent in the appropriate department. 
• Automated services: The IVR handles tasks like checking account balances, paying bills, or scheduling appointments. 
• Information access: The system pulls data from databases to provide callers with information such as store hours or product details. 

Step 3. Error Handling 

If a caller selects an invalid option or needs help, the IVR can guide them with options such as: 

• Press 9 to hear the menu again. 
• Automatically repeat the menu if no input is detected. 
• Press # to speak to an agent. 

If a customer becomes stuck in a self-service loop, the system can automatically escalate the call to a live agent for assistance. 

Step 4: Analytics and Reporting 

Modern IVR solutions track caller activity, whether handled by automation or live agents. They collect data on things like call volume, resolution time, and customer satisfaction. This information is then used to improve the system and enhance the customer experience. 

What is an AI Voicebot? 

AI voicebots are advanced customer service tools that use artificial intelligence and natural language processing (NLP) to hold real-time conversations with users. Unlike traditional systems that rely on fixed menus, voicebots understand the intent behind spoken queries and respond accordingly. This helps them create a more fluid and intuitive customer experience. 

What AI voice bot can do 

• Understand and respond to natural, conversational language in real time. 
• Handle customer queries like checking balances, booking appointments, or answering FAQs. 
• Route calls intelligently based on user intent without rigid menu navigation. 
• Provide 24/7 support, reducing wait times and improving customer satisfaction. 
• Learn from past interactions to deliver personalized and context-aware responses. 

How Does an AI Voicebot Work? 

While AI voice bots may sound like magic to the end user, there’s a sophisticated process happening in the background that powers every interaction. Here’s a breakdown of the key steps that make real-time, intelligent voice conversations possible: 

Step 1: Voice Recognition (ASR) 

The process begins when the caller speaks. The AI voice bot uses Automatic Speech Recognition (ASR) or voice streaming technology to convert spoken words into text that the system can understand. 

Step 2: Intent Detection (NLU) 

Once the speech is transcribed, Natural Language Understanding (NLU) kicks in. It analyzes the text to determine the user’s intent and extracts any relevant details like names, dates, or account numbers. 

Step 3: Response Generation 

Based on the identified intent, the bot selects or generates the appropriate response. This could be a simple answer, a follow-up question, or even triggering an action like checking a database or booking a service. 

Step 4: Text-to-Speech (TTS) 

The selected response is then converted back into speech using Text-to-Speech (TTS) technology, allowing the bot to “talk” to the caller in a natural, human-like voice. 

Step 5: Continuous Learning and Optimization 

Behind the scenes, the system continuously learns from each interaction. With the help of machine learning, the voice bot becomes smarter over time. It improves accuracy, understands different accents, and delivers more personalized experiences. 

IVR vs Voicebot: What’s the Real Difference? 

Most contact centers still rely on IVR trees: “Press 1 for Sales, 2 for Support.” While familiar, they don’t reflect how customers actually want to communicate. Voicebots remove those rigid layers and replace them with natural conversation. 

Let’s learn more about AI Voicebots vs IVRs: 

In short, IVR was built to deflect calls. Voicebots are built to elevate conversations. 

Still unsure which is better for your business—IVR or VoiceBot?

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How Voicebots Are Reviving Contact Centers? 

Traditional IVR systems were built to reduce call load. But in practice, they often frustrate more than they help. Customers bounce between rigid menus, repeat inputs, and still end up waiting for an agent. In fact, research shows that only 14% of customer issues are fully resolved through self-service options like IVR.   

That leaves contact centers shouldering higher volumes, while customers leave the interaction dissatisfied. 

Voicebots are changing this reality. They are powered by speech recognition, natural language understanding, and machine learning. So, they let customers explain their issue in plain language, without listening to menu trees or punching digits on a keypad. This shift is delivering measurable business impact across industries: 

The message is clear: voicebots are not futuristic nice-to-have. They are already cutting costs, improving CSAT, and modernizing customer journeys in ways traditional IVR never could. 

IVR vs Voicebot: The Choice is Clear 

The limitations of traditional IVR systems are becoming increasingly evident. Clunky phone trees, long wait times, and repetitive interactions frustrate users and drive up operational costs.  

AI-powered voicebots offer a compelling alternative. They engage callers in natural, intuitive conversations, resolve queries faster, and significantly improve customer satisfaction. They don’t just deflect calls; they enhance every interaction. 

Acefone’s intelligent voice solutions are designed to help you transition from outdated IVRs to dynamic AI-driven support. If you’re ready to transform your contact center experience, we are here to make it happen. 

The post IVR vs VoiceBot: Which One Should You Choose? appeared first on Blog | Acefone.

The way we record, process, and use voice data has altered due of artificial intelligence (AI). Companies save time by translating speech into text that can be searched right away. This also makes sure that regulations are followed more closely and that training systems are smarter.

How is AI-powered call transcription transforming what is possible for businesses? It’s no longer a nice-to-have; it’s a need.

What is AI-Powered Call Transcription?

AI-powered call transcription is the process of using AI and machine learning to turn spoken words from a phone or video call into written text. When it comes to AI transcription, Natural Language Processing (NLP) and speech recognition models do most of the work. if it relates to traditional transcription, people do most of the work.

These days, AI tools can understand different accents, pick up other people, and transcribe very accurately, often in real time. This technology is used in many fields, from sales engagement and customer service to healthcare app development and banking.

Reasons why companies need Call Transcripts

Call transcriptions are helpful for more than just keeping records. They have many perks, especially regarding things like quality control, compliance, and training employees, whether that’s during standup meetings or company all-hands meetings.

For example, businesses in regulated fields like healthcare or finance must keep thorough records of all communications to follow laws like GDPR, HIPAA, and PCI-DSS. Monitoring by hand can’t be scaled up; AI makes it possible.

Making compliance easy (almost)

One big reason companies are using AI writing tools is to make sure they follow the rules. Every word said in fields like financial institutions, insurance, and law could be used as proof in legal proceedings or audits. Fines, penalties, or damage to your image can happen because of poor interaction or bad record-keeping. AI-powered transcriptions are as follows.

• All calls are recorded immediately, given a time stamp, and kept safely.
• Account numbers, disclaimers, and policy details are key terms that need to be flagged for compliance.
• To protect privacy, sensitive information can be hidden instantly.
• You can set alerts for language or behavior that doesn’t follow the rules. This helps businesses stay on top of things.

For example, a bank that uses transcription software can quickly check to see if customer service reps are mentioning the right things. There’s no need to guess or go through hours of recording manually.

A goldmine for coaching and training

It can be hard to train a team, especially those who will be working directly with customers. To improve your speaking skills, you need to use examples from real life, get feedback on your work, and get feedback that is tailored to you. That’s where transcription driven by AI really shines.

A manager can quickly look through a lot of documents to support call center management by:

• Find out what the workers had trouble with (tone, pitch, missing information, etc.).
• Bring attention to great calls that can be used as good examples for training.
• Look at trends in the questions or complaints that customers have and make training that fits those patterns.

Trainees can find exactly where things went wrong and help workers get better because calls can be checked and timestamped. This saves time and makes sure they learn more.

What if you could show a new salesperson how the best ones deal with objections, not in a hypothetical way, but with real, anonymous calls?

Making the customer experience better

A lot of what makes a customer happy is how well you understand what they want. AI helps understand the customer voice on an extensive basis.

Businesses can identify frequently asked queries, emotional keywords, or pain points that may not be apparent from conventional surveys by examining transcribed calls. It helps with these things, as mentioned below.

• Making things more personal.
• Adding more products to the market.
• Fixing problems that keep happening faster.

By adding these insights to CRM systems, teams can see all of their previous shares with a customer instantly, which makes conversations go more smoothly and effectively.

Budget-Friendly and Expandable

It takes a long time and costs a lot to hire human transcribers, especially if you need results right away or handle thousands of calls every day. AI-powered transcription is quick, cheap, and flexible, so it can be used by both small businesses and big companies

You only pay for what you use because most service providers offer pay-as-you-go or subscription-based prices. Businesses can put more resources into areas that will help them grow, like marketing, research and development, or making sure customers are happy, since they don’t have to have a person answer every call.

Concerns about security and privacy

Since private information is being collected, security is, of course, very important. The good news is that the top replicated services follow secure rules. Information is encrypted while it is in transit and when it is stored.

• Following GDPR and HIPAA rules.
• Controlling access based on roles.
• Data destruction on its own after a certain amount of time (optional).

Still, it’s important to carefully read the vendor’s policies and make sure that they match up with how your company handles data.

Efficiency and Precision

Companies were very concerned about how accurate AI transcription would be, especially when there were multiple voices or background noise. Luckily, major advances in AI, like deep learning and large language models, have made recording quality a lot better. These days, tools can perform these functions as follows.

Automatically split speakers apart (speaker diarization).

• Find and fix terms that are specific to the situation.
• It’s easy to deal with different languages and cultures.

Depending on how long the call was, transcriptions can be made in seconds or minutes. Often, users can edit the transcriptions to make changes if needed. Some tools also do sentiment analysis, which marks the emotional highs and lows in a chat.

Easy connection to business tools

These days, AI call recording services are made to work with other systems. You can connect them to tools you already have, like Microsoft Teams, Slack, Salesforce, HubSpot, Telecrm, Zendesk, or Zoom. This means that calls that have been transcribed can be saved, sorted, and shared between teams without having to switch apps. Platforms like Acefone offer streamlined integrations to help manage these communications more efficiently.

The transcription of a Zoom call with customer service, for example, can be sent immediately to a shared folder, searched for keywords, and even used to start automated processes.

This kind of automation makes work easier and makes sure that important ideas don’t get lost.

Wrapping It Up

Artificial intelligence (AI)-powered call transcription is no longer an extra that’s nice to have; it’s becoming necessary for modern companies that care about compliance, employee performance, and the customer experience.

This technology helps businesses stay ahead of the curve by turning everyday talks into insights that can be used. Risks are lower, work gets done faster, and better teams are formed.

AI transcription is now the time to buy if you’re still handling voice data by hand or not capturing it at all. It will be good for your team and your business.

The post How AI‑Powered Call Transcription Can Boost Compliance and Training appeared first on Blog | Acefone.