What does direct inward dialing mean? Learn how DDI numbers work, why businesses use them and how Xelion helps you manage them.

A predictive dialer calls several numbers at once and passes answered calls to available agents. Here is how that works.

Find out what quality assurance involves in a contact centre, how to monitor calls fairly and how it helps your business.

Learn what codecs are, how they turn your voice into data and which codec for audio gives you clear VoIP calls.

What does UCaaS mean? Find out how UCaaS services bring calls, chat, video and presence together in one cloud system.

Dutch telecoms and IT provider KPN has acquired Xelion.

Find out what a SIP trunk is, how it differs from PRI, and what to look for in a provider.

Call routing sends every incoming call to the right person, team or queue. Fewer missed calls and shorter waiting times.

Learn what call centre analytics is, the main types, and what to look for in call centre analytics software.

Learn which call centre metrics really matter, how to calculate each one and how to use them to improve your customer contact.

Missing calls on busy days? See how call management software sends callers to the right person and shows who’s free.

ISDN is the digital phone line many UK businesses still use. Learn what it is, how ISDN lines work and what comes next.