Earl Rusnak Why 95% of Call Centers Do QA, But Only 17% of Agents Think It Works Most businesses that answer phones have some version of a quality process: a manager occasionally listens to a call, or reviews a handful at random each week. Almost none of them review every call. Th... Call Center QA Conversation Intelligence VoIP Insights Jul 6, 2026 VoIP International Blog Posts
Earl Rusnak What Is a VoIP PBX? A Plain-English Guide for Business Owners If you are pricing a new phone system, you have probably hit the term "VoIP PBX" a hundred times without anyone explaining what it actually means. A PBX (Private Branch Exchange) is the brain that rou... Small Business Phone VoIP Insights Jul 2, 2024 VoIP International Blog Posts
Earl Rusnak VoIP vs PBX: The Difference, Explained Without the Jargon Most people use "VoIP" and "PBX" like they are competing products. They are not. PBX is the call-handling brain. VoIP is the transport method. You can have a PBX that runs over copper (old-school) or ... Small Business Phone VoIP Insights May 28, 2024 VoIP International Blog Posts
Earl Rusnak From Landlines to VoIP: How Business Phones Actually Got Here Look at the phone on your desk. If it is plastic, has a coil cord, and traces back to a punch-down block in a wiring closet, you are running a 1980s system. There is nothing wrong with it. It works. B... Industry Research VoIP Insights Mar 8, 2024 VoIP International Blog Posts
Earl Rusnak VoIP International vs. Traditional Phone Systems: The Honest Comparison If you are still running a traditional phone system, you are not behind because the technology stopped working. You are behind because the math stopped working. Copper lines and on-premise PBXes cost ... Small Business Phone VoIP Insights Sep 29, 2023 VoIP International Blog Posts
Earl Rusnak Telecom Regulation: What Buyers Should Actually Care About Most articles about telecom regulation are written for policy people. This one is written for the person paying the phone bill. The rules that affect your business aren't the abstract ones — they're t... Industry Research VoIP Insights Aug 1, 2023 VoIP International Blog Posts
Earl Rusnak Business VoIP: An Operator's Honest Guide to Picking One If you are reading a guide to business VoIP, you are probably either paying too much for a landline or you tried a cheap provider and it did not stick. Here is the operator-level version of what you n... Small Business Phone VoIP Insights Jul 24, 2023 VoIP International Blog Posts
Earl Rusnak SIP Trunking Explained: What You Pay For and Why If you already own a PBX you like, paying to rip it out and replace it with a hosted system is wasted money. SIP trunking is the alternative — you keep the PBX, you swap the copper lines for an intern... Small Business Phone VoIP Insights Apr 21, 2023 VoIP International Blog Posts
Earl Rusnak Hosted PBX Explained: What It Replaces and What It Costs If your office still has a PBX in a closet, a maintenance contract with a local installer, and a phone bill from a regional carrier, you are paying for three things that hosted PBX collapses into one.... Small Business Phone VoIP Insights Mar 17, 2022 VoIP International Blog Posts
