Annie Telligent

Magenta AI Call Assistant by Deutsche Telekom

Deutsche Telekom Introduces Magenta AI Call Assistant With ElevenLabs

In the recent announcement on 2nd March, 2026 Deutsche Telekom has announced that they are soon launching a new AI-powered feature called Magenta AI Call Assistant later in 2026 in partnership with ElevenLabs. Magenta AI Call Assistant will bring AI services directly into phone calls on its network.  The German mobile provider, which also holds

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HIPAA-Compliant

HIPAA-Compliant Phone Systems: Security, Encryption, and Compliance Guide

In this blog, we will explore:  Why It Is Harder To Deal With HIPAA Today What Makes a Phone System HIPAA Compliant What Is Required To Be Properly HIPAA Compliant What Types of Communication Are Considered Secure for HIPAA? What Is the Minimum Necessary Standard for HIPAA-Compliant Communication? HIPAA Compliant Do’s HIPAA Compliant Don’ts Easily

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VoIP Call Quality

What Causes VoIP Call Quality Problems and How to Measure and Fix Them

In this blog, we will explore:  What Causes VoIP Call Quality Problems? How to Measure VoIP call quality  The Role of Session Border Controllers (SBCs) in Monitoring Voice Quality How VoIP Systems Monitor and Report Voice Quality How to Identify and Fix VoIP call quality  Issues Poor voice quality is something most people have experienced,

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Customer Service Escalation

Customer Service Escalation: What It Is, Why It Happens, and How to Manage It

In this blog, we will discuss: What is Escalation in Customer Service Why is Managing Escalation Important Common Triggers That Cause Customer Escalations Fundamentals of Managing Customer Escalations Three Simple Steps to Managing Customer Escalations FAQs about Managing Customer Escalations What is Escalation in Customer Service Escalation means sending an issue to a higher level

Customer Service Escalation: What It Is, Why It Happens, and How to Manage It Read More »

Call Center Metrics

Traditional vs AI Call Center Metrics: The Complete Guide to Modern Contact Center KPIs

In this blog we will discuss:  Traditional Call Center Metrics Average Handle Time Average Speed of Answer Service Level Service Level Success Rate / Compliance Rate Agent Utilization Rate Adherence to Schedule Customer Survey Scores Call Quality Performance Net Promoter Score AI Call Center Metrics and KPIs AI Efficiency and Effectiveness Metrics AI-to-Human Escalation Rate

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