Insights
Better customer conversations
Guides and analysis on calling, messaging, numbers, telecom costs, compliance and day-to-day operations, written by the team that builds OVOKY.
Featured · Numbers
Why your caller ID gets flagged as spam, and how to check it
Why caller IDs get flagged as spam on European phones, how to check your numbers' reputation, and what to change so the labels don't come back.
OVOKY Team · · 6 min read
Latest articles
Compliance
Simple, advanced or qualified: eIDAS e-signatures for sales
Simple, advanced or qualified? How the eIDAS e-signature levels differ, which one fits sales documents, and what makes a simple signature hold up.
· 5 min read
Operations
12 contact center KPIs worth tracking, with formulas
12 contact center KPIs with formulas and worked examples: service level, abandon rate, AHT, occupancy, connect rate, list penetration and more.
· 6 min read
Operations
Blended contact centers: inbound and outbound, one team
How a blended contact center runs inbound and outbound calls with one team: models, pacing rules, staffing and the metrics that protect service level.
· 4 min read
Outbound
Answering-machine detection: how it works, what it costs
How answering-machine detection works, the errors it makes, and what it costs a predictive campaign in billed time, lost contacts and reputation.
· 5 min read
Pricing
Unlimited calling or pay as you go for predictive campaigns
Unlimited calling or pay as you go for a predictive dialer? Why predictive bills more minutes than talk time, with break-even math on real prices.
· 5 min read
Pricing
Per-second vs 60/60 billing: what your calls really cost
Per-second vs 60/60 call billing, with worked examples: how rounding, minimums and connection fees change what a contact center really pays.
· 5 min read
Outbound
Predictive, preview or manual dialing: how to choose
Predictive, preview or manual dialing? How each mode works, the trade-offs on talk time and abandoned calls, and how to choose for each campaign.
· 5 min read
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