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Network latency refers to the delay that occurs when data travels across a network from one point to another. It’s the time it takes for a data packet to go from its source to its destination and back. There is always going to be some latency on a network — but when it gets too high, it can result in slower performance, poor call quality, laggy websites, and other annoying experiences. High latency is a common frustration for businesses, especially when it impacts mission-critical applications like VoIP phone systems, online payment gateways, or real-time collaboration tools. In this guide, I’ll explore the main causes of network latency, from outdated hardware and inefficient network routing. I’ll also cover tools for diagnosing network latency and a short list of practical fixes to ensure smoother, faster connections across your network. 1 RingCentral RingEx Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Hosted PBX, Managed PBX, Remote User Ability, and more 2 Talkroute Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Call Management/Monitoring, Call Routing, Mobile Capabilities, and more 3 CloudTalk Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features 24/7 Customer Support, Call Management/Monitoring, Contact Center, and more Causes of network latency To truly understand and address network latency, it’s essential to identify its causes, which can range from physical factors like distance to more technical aspects such as hardware performance and software efficiency. SEE: It’s also important to understand what a network is, how data packets work, and other networking fundamentals.  In this section, we’ll break down the key factors contributing to network latency, explaining how each one can affect your connection speed and overall performance. By pinpointing the underlying causes, you can better tackle latency issues and implement the right solutions to improve your network’s responsiveness and reliability. 1. Distance All else being equal, the longer the physical distance between devices and server locations, the greater the latency. When it comes down to it, latency is simply the time it takes for data to move from its source to its destination. Even with data moving at incredibly fast speeds, significant distances can still introduce noticeable delays. For example, this is why good web hosts have servers in data centers around the world — it cuts down on the distance data needs to travel — they can offer faster service for a greater number of customers compared to having to route all traffic through a single location. 2. Transmission medium Different ways of sending data, like using different cables or wireless connections, can change how fast the data moves. Fiber optic cables are like the express lanes, as they typically cause very little delay. On the other hand, copper cables and wireless methods are usually slower. The type and quality of the material used for these connections are also important because they affect the maximum rate at which your data can travel, and that also affects how much latency you’ll experience. SEE: Learn more about Public Switched Telephone Network (PSTN) and when it will be phased out in the United States and other countries. 3. Network hardware Network hardware, such as routers, switches, and servers, can contribute to latency if they can’t handle high data volumes efficiently. Outdated or low-quality network hardware can significantly slow down your network, increasing latency. For example, a newer router designed for VoIP will offer a company much better performance and more control than an older, non-specialized device. In addition to slowing down network performance, older devices may struggle to handle the demands of modern traffic volumes, especially in high-demand environments. As a result, network congestion and queuing become more common, further exacerbating latency. The limited processing power and outdated firmware of older hardware can also present a security vulnerability, as these devices may lack the latest protections against evolving threats, potentially compromising the entire network. SEE: Learn how to perform a vulnerability scan. 4. Website content and design The design and complexity of a website can also affect latency. Websites with heavy content — such as those with high-resolution images, videos, and complex scripts — require more data to be loaded. This increases the time it takes for a website to load and become fully interactive, contributing to higher perceived latency. Optimizing content, such as compressing images or using efficient code, can help minimize this delay and improve the user experience. SEE: Learn about the best digital asset management tools and how companies keep web content lean at scale. 5. Network hops Each “hop” in a network path, such as when data passes through devices like routers and switches, adds a small delay. The more hops between the source and destination, the greater the cumulative latency. Each hop introduces processing and queuing delays as data packets are inspected and routed towards their destination. 6. Malware Malware infections can degrade network performance by consuming bandwidth and interfering with network processes. This can increase latency as the network becomes congested or the malware disrupts normal data flow. 7. Hosting The type of hosting solution used for websites and applications can directly impact latency. Shared hosting environments, where multiple users share resources, can result in increased latency due to resource contention. In contrast, VPS, cloud, or dedicated hosting solutions offer better performance and lower latency, as they allocate resources more efficiently and reduce the impact of other users on your network. SEE: Check out the best web hosts this year.  8. Software Software efficiency plays a crucial role in network latency, particularly in applications like VoIP phone services. Since VoIP software relies on real-time data transmission, inefficient software can lead to increased latency and negatively affect call quality. How to diagnose network latency issues Uncovering the cause of your network latency can be tricky

Generative AI products have sparked a surge in data center development. Microsoft is continuing this trend with plans to invest $80 billion in fiscal year 2025 to build AI-enabled data centers, the company revealed in a recent blog post. “Not since the invention of electricity has the United States had the opportunity it has today to harness new technology to invigorate the nation’s economy,” wrote Microsoft President and Vice Chair Brad Smith. “In many ways, artificial intelligence is the electricity of our age, and the next four years can build a foundation for America’s economic success for the next quarter century.” $80 billion dedicated to AI data centers and deployment Microsoft’s vision is built on three core pillars: Advancing and investing in AI technology and infrastructure within the U.S. Implementing AI skilling programs to encourage AI adoption and career opportunities in the country. Exporting American AI technologies to political allies. The $80 billion investment will be divided into various projects, including a task to “build out AI-enabled datacenters to train AI models and deploy AI and cloud-based applications around the world,” Smith wrote. Over half of the investment has been earmarked for infrastructure within the U.S. This investment into AI data centers far exceeds Microsoft’s total capex spending in 2024, which totaled at least $53 billion. More about data centers ‘AI race’ with China rages on Meanwhile, international investment will further Microsoft’s goal of dominating external markets with U.S. AI products, particularly in areas facing competition from China. Microsoft’s reference to AI data centers in the same breath as China’s Belt and Road investments shows the ongoing and well-documented “AI race” is going strong. Both countries seek to add AI and cloud data center infrastructure to global infrastructure. Microsoft highlighted the United Arab Emirates and Kenya as footholds for the U.S. to which Microsoft provided AI infrastructure and supply line expertise. “The rapid development of China’s AI sector has heightened competition between American and Chinese AI, with much of this likely to play out during the next four years in international markets around the world,” Smith wrote. SEE: The U.S. alleges Chinese threat actors were behind a breach of U.S. Treasury systems in December. In discussing the upcoming presidential administration, Smith recalled past executive orders fostering AI development. He requested that the U.S. government “expand on these efforts” and support AI research. “Pragmatic” export control policies and loose regulations will help Microsoft foster the U.S. economy through its sale of AI products, Smith wrote. Microsoft’s AI products proliferate through PCs and smart devices In recent months, Microsoft has made additional moves that reaffirm its commitment to AI. In 2024, the tech giant invested about $14 billion in OpenAI. Smith explained that AI skilling will be essential for the future of American jobs. Microsoft provides free training in the basics of generative AI and has continued efforts to upskill professionals and AI hobbyists, including in APAC. Microsoft has also continued to produce AI PCs equipped with the Copilot+ generative AI assistant. The Redmond-based company also has partnered with other hardware makers to enhance AI infrastructure options like Azure. Both LG and Samsung are adding shortcuts to Microsoft Copilot to their smart TVs, the companies announced on Jan. 6 at the CES trade show in Las Vegas. Smith believes Microsoft’s AI efforts will ultimately support the American economy. However, he noted that the success of these efforts is contingent upon a broad technology ecosystem, including the entire chip economy, software developers who create solutions for customers, and the construction firms building data centers. “Together,” he explained, “all these groups have enabled the technology sector to become an economic backbone for the United States and the world.” source

TL;DR: CCleaner helps your sluggish PC run efficiently, and it’s only $15 for one year. Over time, unnecessary files, cookies, and outdated registry entries pile up in any computer, slowing your system. CCleaner is a PC optimization tool that simplifies the process of clearing out clutter from your machine so you don’t have to do it manually. The one-click cleaning feature is quick, efficient, and trusted by many. And for a short time, CCleaner Professional 2024 Key, which lasts for one year for three PCs, is on sale for $14.99 (reg. $29.99). CCleaner Professional 2024. Image: StackCommerce What to expect When your PC feels sluggish, run CCleaner. It will clear out unnecessary files, cookies, and outdated registry entries to free up space in your system and clear browser history to help keep your online activity confidential. For stability, its patented registry cleaner resolves errors that could lead to crashes or instability. For advanced users, CCleaner’s Driver Updater keeps your hardware running smoothly by updating outdated drivers. The Software Updater ensures all your apps are current, reducing security vulnerabilities. The Health Check tool analyzes your system and offers tailored fixes to improve performance. Whether you’re launching apps or starting up your PC, CCleaner reduces resource-hogging background programs so your machine can work faster. Get a 1-year CCleaner Professional 2024 Key for three PCs for $14.99. Prices and availability are subject to change. source

IPv6 offers a much larger addressing scheme than IPv4, which is one of the many reasons it was developed. However, I have seen rare instances in which IPv6 has caused network problems. Since some hardware doesn’t take advantage of IPv6 (and some admins might be working with IPv4), a temporary and easy solution is to disable IPv6. The protocol can be re-enabled when the issue has been permanently resolved. If you have hardware that perfectly implements IPv6 and software that uses it correctly, this is a non-issue. But if you’re having networking issues with Linux servers or desktops, and you’ve exhausted all possible areas, you might try disabling v6 of the network protocol. I’ve had a few instances where communication between a Linux desktop and an old router would constantly drop, and disabling IPv6 was the only solution that worked. After a while, I would re-enable IPv6 to see if a router firmware update (and a desktop OS update) had solved the problem. In some instances, it solved the issue, and IPv6 could remain enabled, though in other instances, IPv6 would have to be disabled again. I’ll show you how to disable IPv6 on a Linux machine. (Note: I recommend disabling IPv6 only when you’ve exhausted all other options. Also, you should consider this a temporary fix.) SEE: Top Commands Linux Admins Need to Know (TechRepublic Premium) Command line You guessed it: We’re going to be working with the command line. I’ll show you how to disable IPv6 on Red Hat- and Debian-based distributions. Here’s how to disable the protocol on a Red Hat-based system: Open a terminal window. Change to the root user. Issue the command sysctl -w net.ipv6.conf.all.disable_ipv6=1 Issue the command sysctl -w net.ipv6.conf.default.disable_ipv6=1 To re-enable IPv6, issue the following commands: sysctl -w net.ipv6.conf.all.disable_ipv6=0 sysctl -w net.ipv6.conf.default.disable_ipv6=0 Here’s how to disable the protocol on a Debian-based machine. Open a terminal window. Issue the command sudo nano /etc/sysctl.conf Add the following at the bottom of the file: net.ipv6.conf.all.disable_ipv6 = 1 net.ipv6.conf.default.disable_ipv6 = 1 net.ipv6.conf.lo.disable_ipv6 = 1 Save and close the file. Reboot the machine. To re-enable IPv6, remove the above lines from /etc/sysctl.conf and reboot the machine. SEE: How to View Your SSH Keys in Linux, macOS, and Windows (TechRepublic) The caveats If you happen to use X Forwarding through ssh, disabling IPv6 can break this system. To fix that issue, you must open the /etc/ssh/sshd_config file and change the #AddressFamily any to AddressFamily inet. Save that file and restart sshd. If you use Postfix, you could encounter issues with the service starting. To fix this, you’ll have to use an IPv4 loopback. Open the /etc/postfix/main.cf file, comment out the localhost line, and add the IPv4 loopback like so: #inet_interfaces = localhost inet_interfaces = 127.0.0.1 SEE: How to Set Temporary Environment Variables in Linux (TechRepublic) An imperfect solution This isn’t a perfect solution, but sometimes you must be creative in troubleshooting. If you’re encountering odd networking errors with Linux servers and desktops, try disabling IPv6 to aid you in your troubleshooting or to provide a temporary fix. This article was originally published in June 2016. It was updated by Antony Peyton in January 2025. source

If you’re considering porting your landline number to VoIP, or your current VoIP number to a new service provider — and you have never done it before — you’re right to be cautious. It’s not difficult, but there are some odd formalities that can mix people up if they are unfamiliar with VoIP number porting. The best thing to do is follow every step of the well-documented, highly-regulated process. By following the very specific order of operations, you can port your VoIP number successfully to a business phone service that better suits your needs.. We’ll provide a detailed guide so that you can do this correctly without panicking, even if you have a ton of phone numbers to port, including 800-numbers or vanity numbers. 1 RingCentral RingEx Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Hosted PBX, Managed PBX, Remote User Ability, and more 2 Talkroute Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Call Management/Monitoring, Call Routing, Mobile Capabilities, and more 3 CloudTalk Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features 24/7 Customer Support, Call Management/Monitoring, Contact Center, and more How to port a landline number to VoIP Porting a number simply means transferring it to a new service. You can switch from a landline to VoIP phone service and keep your existing phone number. Many people decide to do this because of VoIP services’ flexibility and low costs. If you’re open to switching your landline to VoIP, it’s a good idea to get in touch with both your current and future service providers. Your current provider will need to release your phone number, and your new provider will request it. Let’s get started with the steps you’ll need to follow: Notify your current service provider: This step is very important because they’ll generate a port PIN for you, or tell you how to obtain one, usually on a website. The port PIN, also known as port-out PIN, ensures no one else uses your phone number while you migrate. There are entire online communities squatting on expired website domains, and you wouldn’t want to be victim to a similar group that instead takes on your old, well-known phone number. Will you be able to port if you don’t notify your current provider? Since your new carrier wants the business, they could sort this step out for you, but you can expect a slower process. Select a new VoIP service provider: Pick a VoIP service provider that fits your needs and your wallet. Check out this post on how much VoIP should cost and make sure they can port all the numbers you want. Should you cancel your current contract by now? Absolutely not. Wait until your new provider is set up. Contact your new VoIP provider: Contact your new VoIP provider and tell them you want to start porting your number with them. Provide the required information: To make the porting process go smoothly, you’ll need to give some information to the new VoIP provider. They’ll probably ask for things like your current phone number, your current provider’s account details, and payment information, provided you haven’t first registered on a landing page. Fill out a Letter of Authorization (LOA): You will need to sign an LOA, which stands for Letter of Authorization (or Letter of Agency, in some cases). This document gives your new VoIP provider permission to port your phone number from your old provider. VoIP companies want business, so they usually take care of the LOA for you and just email you a form you can e-sign. If they request you to send it over, ask them what info you should include. Since LOAs require your signature, they act as proof that it’s you who’s requesting the change. It’s also a legal record of to whom and when you requested a port. If you’re unfortunate enough to be surprise-delivered with a new number, the LOA will work to your advantage when you file a complaint. It’s a convenient way to protect your interests. Expect to wait: Porting your number typically takes a few days, but it can sometimes take up to two weeks. A carrier must submit a preferred carrier change request on behalf of a subscriber within 60 days of obtaining a Letter of Authorization, according to the Federal Communications Commission (FCC). This does not mean they should migrate in two months, but they’re at least compelled to start the process by then. Be ready for a short break in service while things get switched over, but your new VoIP service will soon be up and running. To avoid delay, make sure you give both your old and new service providers the correct information on the LOA. Mistakes in your details could cause the porting process to take longer. Minimize potential issues: To avoid any hiccups during the porting process, double-check that all the information you give is accurate and matches what your current provider has on file. Also, keep in touch with both providers often. It’s better to be overinformed than under. Cancel with your old provider: Cancel your legacy landline provider once you’re confident your number is working on VoIP. If you are uncertain about what to look for in a new provider or about this technology in general, check out my post about all the things you should know about VoIP before signing a contract. Additional tips for VoIP number porting This shouldn’t be a hard process. Your new provider is going to do what they can to make it easy to switch — they want your money — but here are a few things you can do to make sure the process goes smooth: Start the porting process at least two weeks before your desired switch

Identifying network traffic types is vital because it allows you to consider various facets of network quality. Though people use multiple classifications and terms to define network traffic, it’s broadly classified by direction, such as north-south or east-west traffic. Typically, network traffic represents the data or packets of data that travel through one or more computer networks at a given time. However, there are many other ways of looking at network traffic, primarily driven by their use cases and applications. For instance, some network traffic types are categorized based on whether or not they are suitable for real-time applications — and you’ll recognize that most common web applications fall under this umbrella. Real-time network traffic enables live streaming, online gaming, web hosting, and more. Alternatively, people primarily use non-real-time traffic for things like file downloads from browsers (HTTP downloads), torrents (Bittorrent), and NNTP news servers. 1 RingCentral RingEx Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Hosted PBX, Managed PBX, Remote User Ability, and more 2 Talkroute Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Call Management/Monitoring, Call Routing, Mobile Capabilities, and more 3 CloudTalk Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features 24/7 Customer Support, Call Management/Monitoring, Contact Center, and more How network traffic flows A computer network consists of a collection of machines and devices called nodes (which are computing devices like IoT, servers, modems, and printers), along with the paths that link those nodes together. The benefit of a network is to allow many computers to communicate with each other seamlessly. Network traffic is essentially the data being sent from one location to another between source and destination devices. However, this data isn’t sent all at once. Instead, the network breaks it up into smaller batches known as data packets. This step makes the transmission process more efficient and reliable, especially when large files are involved. Data packets represent units of data that constitute the network’s workload. Each packet comes with a header and a payload that contains the data meant for transfer. These packet headers act as metadata (including host and destination address information) that’s necessary to process the content. A classic example of a network is the internet — a dispersed network of public and private IT infrastructure, linked computers, and devices that facilitate global communications. Routing and path selection Efficient routing ensures data packets take the best paths through a network, balancing traffic and maintaining smooth communication. Routers rely on predefined rules and network metrics like speed, capacity, and delay to select the most effective routes. They guide data packets using their headers to determine destinations, forwarding packets through multiple devices until the receiving device reassembles them. Poor routing can increase network congestion, reduce reliability, increase latency, cause packet loss, and cause communication failures. Following best practices and computer networking fundamentals ensures that all of these bad outcomes are limited as much as possible. Beyond path selection, routers also handle data forwarding and load balancing. Data forwarding moves packets to the next device along the chosen path, while load balancing prevents network congestion by distributing traffic across multiple routes, sometimes using redundancy to send copies of packets along alternate paths. Quality of Service (QoS) QoS is a pivotal mechanism for managing and administering network quality, helping to reduce packet loss, jitter, and latency — including determining traffic transmission priority. QoS is also instrumental in prioritizing and allocating sufficient bandwidth to critical network traffic. For example, admins can use QoS to prioritize VoIP traffic on the network, ensuring that real-time communications like voice and video get the bandwidth they require. Without QoS, phone calls would compete with resource hogs like CRM software and large file downloads, leading to choppy audio and dropped calls. Five types of network traffic Once again, network types are broadly classified based on various factors, such as the direction in which their data packets flow, or the kind of traffic that passes through the network. North-south traffic Description: In practical terms, the traffic that flows between a client and a server is externally oriented, meaning it moves from an internal data center to an external client (and the rest of the network outside the data center’s perimeter). As a result, north-south refers to traffic that enters and exits a network. It points to a vertical direction flow, typically coming from an organization’s IT infrastructure to a system — or to an endpoint that physically resides outside the network. Traditionally, southbound traffic is data entering an organization’s data center, typically through a firewall or router acting as a network perimeter device. Likewise, data leaving the data center is called northbound traffic. Main purpose: North-south traffic facilitates external client-server communications that drive the core of modern digital infrastructure and communications like the internet and cloud-based applications. Main benefits: North-south traffic has grown astronomically with the advent of cloud computing systems and applications. As a result, the focus on north-south traffic has made organizations more vigilant at the ingress/egress point of data centers. This means there’s an increased urgency for validating external client requests, improving data security compliance, and protecting intellectual property. Limitations/Problems: While this network traffic is effective for data transfer, its access to data from the outside world makes it more susceptible to security threats. Therefore, north-south network traffic is inherently more risky because it flows from outside of the corporate perimeter. As a result, a network configuration like this requires close monitoring of incoming and outgoing traffic. It calls for investment in firewalls, Virtual Private networks (VPNs), and intrusion detection systems to mitigate malware, ransomware, and privacy issues. Example: Any executive at a corporate office or engineer at a data center is likely to need access to relevant documents from their organization’s cloud account to

Customer service expectations have changed dramatically over the past several years, with more and more people expecting to get help faster than ever before. A natural language IVR (Interactive Voice Response) solution is an automated system that allows callers to speak in a conversational, free-form way to interact with the system, using speech recognition and AI to understand and process requests. This technology relies on Automated Speech Recognition (ASR) and Natural Language Processing (NLP) to interpret what callers need — from there the natural language IVR can provide relevant responses and route calls based on the caller’s intent. You may have heard it described as a conversational IVR — it’s the same thing. Unlike traditional IVRs, which rely on rigid menu options and keypad inputs, natural language IVRs enable a more intuitive and flexible user experience. People were hesitant to adopt this at first, but today, it is the new normal in the customer service industry as more and more call center software providers are offering the feature. In theory, it’s a win-win. On the one hand, customers get to express their needs in words that come naturally to them rather than navigating a menu, and on the other, agents get to save valuable time by not having to talk to people who don’t actually need a human’s help. Let’s take a closer look, though, because the initial setup and ongoing training is bound to be more costly than a regular IVR. 1 RingCentral RingEx Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Hosted PBX, Managed PBX, Remote User Ability, and more 2 Talkroute Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Call Management/Monitoring, Call Routing, Mobile Capabilities, and more 3 CloudTalk Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features 24/7 Customer Support, Call Management/Monitoring, Contact Center, and more Natural language IVR vs a regular IVR Here’s a simplified breakdown of traditional IVR technology, and where a natural language IVR goes further: Traditional IVR Relies on predefined prompts and menu options. Requires users to press buttons or speak specific phrases to navigate. Requires users to follow a fixed set of options. Uses scripted responses and basic speech recognition. Natural Language IVR Allows users to speak in natural language. Recognizes, interprets, and responds to a wide variety of conversational inputs. Allows users to engage in more open-ended dialogues. Adapts to different user responses based on context. Prompts users with clarification questions instead of starting over. Traditional IVR systems are incredibly useful — but no matter how complex you make them, they are essentially pre-recorded navigation menus. Customers call in, listen to a series of menu options, and then press a number that corresponds to their choice. Natural language IVR allows customers to interact by using their natural way of speaking rather than having to say a bunch of pre-determined phrases or punch in a series of numbers. This helps improve customer satisfaction — since no one likes fighting with robo-menus — and it gives phone system administrators a much greater degree of freedom to set up IVR call flows. How natural language IVR works (in detail) Natural language IVR works by combining complex speech recognition and pattern-spotting. When a customer says something to the IVR, the IVR recognizes some of the words or phrases they said and knows (or guesses) how to respond based on decision parameters you can configure ahead of time. This process relies on several key technologies, including ASR, NLP, Natural Language Understanding (NLU), and Natural Language Generation (NLG). First, the system uses ASR to detect that speech is happening and convert it into text. Next, the NLU component analyzes the transcribed text, identifying the intent behind the words — whether the caller wants to make an appointment, ask a question, or request information. This step is crucial, as it involves extracting meaning from the speech and understanding the context of the request. Finally, NLG is employed to generate a human-like response, crafting a reply that sounds natural and relevant to the conversation, based on patterns the system has learned through training data. Learn more about how AI in call centers is revolutionizing conversational technology like natural language IVR. It’s transforming the customer service experience by providing more efficient, intuitive, and personalized interactions. Natural language IVR example Let’s use a simple real world example of a caller greeted by an IVR who says, “I wanna (sic) make an appointment.” The natural language IVR uses ASR and NLP to interpret the request. The system recognizes the intent behind the phrase— wanting to make an appointment — and asks the caller if they are correct. “So you would like to make an appointment, do I have that right?” Once the request is confirmed, the IVR directs the call to the appropriate next step, such as scheduling with an available representative, or offering options for time slots (if your IVR is integrated with your appointment scheduling software). This is an improvement for callers, who would ordinarily have to listen to a pre-recorded greeting with basic information and a menu of options. But what if a caller says something unusual, such as, “I left my wallet behind at my last appointment.” Yes, it’s possible that the system could mistakenly lead the caller to a new appointment scheduler. But typically an IVR is set up to confirm that it has understood a caller’s request prior to routing the call. If the IVR can’t interpret the request, it could trigger an agent intervention or route the caller to a basic touch-tone menu. As you can see from this example, a natural language IVR is going to be overkill for a small business with relatively few options for callers to navigate. Simple scheduling can be handled by traditional IVR

When you’re involved in a collaborative project, it’s essential to understand the roles and responsibilities of the other project participants in order to avoid miscommunication and unclear accountability. That’s where a RACI chart, also known as a RACI matrix or RACI diagram, comes in to help define key project roles. In this guide, I’ll define the structure of a RACI chart and outline when to use it, how to create one, and why it can be invaluable for your project management needs. 1 monday.com Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Agile Development, Analytics / Reports, API, and more 2 Smartsheet Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Agile Development, Analytics / Reports, API, and more 3 Accelo Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Small (50-249 Employees), Medium (250-999 Employees), Large (1,000-4,999 Employees) Small, Medium, Large Features Analytics / Reports, API, Billing / Invoicing, and more What is a RACI chart? A RACI chart, or Responsibility Assignment Matrix, is a project management tool for clarifying and documenting each participant’s role in a project task or deliverable. It makes sure that everyone involved knows their specific responsibilities, reduces confusion, and promotes accountability. The four key roles represented by the acronym RACI are: Responsible: The individual(s) who perform the work required to complete the task. They can include team members such as project managers, developers, designers, or analysts. Accountable: The person ultimately answerable for the successful completion of the task. There should only be one accountable person per task. Some examples include project managers, lead engineers, or department heads. Consulted: Subject matter experts whose input is sought during the task. These could be consultants, senior architects, or legal advisors. Informed: Those who need to stay updated on task progress but do not directly contribute to the task itself. Stakeholders, clients, or senior executives typically fall under this category. By clearly defining these roles, a RACI chart removes ambiguity, meaning each team member understands their contributions and stays aligned with the project’s goals. The RACI project management tool is quite handy in complex projects, where overlapping responsibilities and communication challenges can slow down progress. When to use a RACI chart A RACI chart can streamline role clarity and accountability across various types of projects. RACI analysis lays out an essential framework to eliminate confusion and ensure efficient collaboration. It’s particularly useful for planning complex projects with ambiguity in roles, decision-making challenges, and resource allocation contexts. Complex projects: It’s so easy for projects involving multiple departments or teams to create confusion around responsibilities. With a RACI chart, you get a clear definition of each role and establish accountability. This prevents redundant or overlooked tasks. Role ambiguity: A RACI chart provides documentation that can be referenced throughout the project lifecycle so that all roles are properly defined. The RACI matrix clearly distinguishes who is responsible, accountable, consulted, and informed for each task. Decision-making projects: A RACI chart clarifies who is consulted versus who is informed, which helps to avoid unnecessary meetings or emails. This is important for projects that require approvals at certain stages or milestones so that you can keep the timeline on track. Resource distribution: The RACI chart can highlight workload imbalances among team members, allowing managers to redistribute responsibilities as needed. Setting these responsibilities before a project begins prevents bottlenecks down the line. RACI charts are highly effective in settings where role clarity and structured communication channels are critical. Projects without these complexities may be better off considering a more basic role assignment matrix. Example of a RACI chart To illustrate how a RACI diagram can be applied, let’s look at a typical example in a website development project. Task Project Manager Developer Designer Content Writer QA Tester Define project scope A R C I I Design website layout C I R I I Develop website features I R C I I Create content I I C R I Test website I I I I R In this example: Project Manager: Accountable for defining the project scope and consulting during design. Developer: Responsible for defining project scope and feature development. Designer: Responsible for website layout and consulted on the project scope, website features, and content requirements. Content Writer: Responsible for creating website content. QA Tester: Responsible for testing the website so quality assurance is met. Each team member understands their role in each task, minimizing confusion and helping keep the project on schedule. They are also all informed of the progress on all tasks in which they don’t have a direct role since each component of the project relies on the others. To provide a more detailed practical example of a RACI chart, here’s an example of a construction project. This chart breaks down specific roles and tasks so that responsibilities are clearly assigned. A RACI matrix example for a construction project. Image: project-management.com As you can see, the Client is ultimately responsible for both defining needs and approving the final project, while the Project Manager is accountable for all the steps that lead to the completed construction work. The Consultant, Architect, and Contractor each have varying responsibilities along the way, so that each stage has a responsible party defined. This is how a RACI chart guarantees that each participant knows their specific roles and responsibilities and improves the efficiency and effectiveness of project execution. Each role is clearly assigned, which reduces confusion, enhances accountability, and facilitates smooth communication among team members. Best Project Management Software How to make a RACI chart Creating a RACI chart for your project involves several straightforward stages. Here are 4 key steps: Identify all tasks: Start by listing every task required to complete the project. Break down the project into smaller, more manageable tasks so that nothing is overlooked. Be as detailed as possible to capture every aspect of

The U.S. government is set to introduce a seal of approval to help consumers identify secure internet-connected devices, the White House announced in a press release on Jan. 7. The U.S. Cyber Trust Mark will certify devices that meet certain security standards. Following the initiative’s first announcement in July 2023, the Federal Communications Commission provided details on Tuesday about how companies can submit their products for approval under the new label. The label applies to consumer devices only rather than connected devices intended for “manufacturing, industrial control or enterprise applications.” “We see great potential in the US Cyber Trust Mark Program,” said Michael Dolan, senior director and head of enterprise privacy and data protection at Best Buy, in the press release. “It is a positive step forward for consumers and we are excited about the opportunity to highlight this program for our customers.” The news comes as cyberattacks are increasingly plaguing companies and governments worldwide. In 2024, the Justice Department disrupted a cyberattack that had targeted consumer routers and connected cameras. SEE: Cybersecurity professionals struggle with employees skipping security best practices. 1 Semperis Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Large, Enterprise Features Advanced Attacks Detection, Advanced Automation, Anywhere Recovery, and more 2 ESET PROTECT Advanced Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Advanced Threat Defense, Full Disk Encryption , Modern Endpoint Protection, and more 3 ManageEngine Log360 Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Micro (0-49 Employees), Small (50-249 Employees), Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Micro, Small, Medium, Large, Enterprise Features Activity Monitoring, Blacklisting, Dashboard, and more What is the Cyber Trust Mark? The Cyber Trust Mark is intended to incentivize companies to apply cybersecurity best practices to the internet-connected devices they produce. The White House compared the Cyber Trust Mark to the Energy Star label, which educates customers about a product’s energy use and influences companies to make their appliances meet the Energy Star standards. In the case of the Cyber Trust Mark, devices covered include: Connected appliances. Baby monitors. Home security cameras. Connected doorbells. Voice-activated assistants, such as Amazon’s Alexa. “Amazon supports the U.S. Cyber Trust Mark’s goal to strengthen consumer trust in connected devices,” Amazon Vice President Steve Downer wrote in the news release. “We believe consumers will value seeing the U.S. Cyber Trust Mark both on product packaging and while shopping online.” Amazon and Best Buy plan to highlight the mark in their product listings. “Building a secure device is expensive; building an insecure device is cheap,” said Sean Tufts, managing partner for critical infrastructure and operational technology at Optiv, in an email to TechRepublic. “This certification puts pressure on business leaders to do the right thing.” Must-read security coverage What devices can and can’t receive the label? Some connected devices aren’t eligible for the Cyber Trust Mark. For example: Medical devices still fall under the Food and Drug Administration. Connected cars and equipment remain under the purview of the National Highway Traffic Safety Administration. Personal computers, smartphones, and routers are also exempt — although NIST is working on new standards for consumer routers. Broadly, the label applies to any other consumer wireless IoT products. Most companies outside of the U.S. can apply for the label, participate in testing labs, or work as administrators. Companies prohibited from participating in U.S. government programs can’t apply for the mark, including those on the FCC Covered List, the Department of Commerce’s Entity List, or the Department of Defense’s List of Chinese Military Companies. How organizations can submit their products for the Cyber Trust Mark To receive the mark, companies must submit products to accredited labs for compliance testing overseen by the U.S. National Institute of Standards and Technology. Eleven private testing companies have been conditionally approved to be administrators. The FCC said the program is active now, and companies will be able to submit products for testing “soon.” Once devices are approved, manufacturers can apply the label and a QR code. Customers can scan the code to learn security information such as how to change the default password or configure the device securely. The QR code will include information about built-in security measures, such as how long the device will receive support from the company and whether software patches are automatic or must be applied manually. If the device does not have security support or updates from the manufacturer, the QR code will note that. Are companies required to participate in the Cyber Trust Mark program? Submitting products for Cyber Trust Mark approval is entirely voluntary. “While voluntary, Consumer Reports hopes that manufacturers will apply for this mark, and that consumers will look for it when it becomes available,” Justin Brookman, Director of Technology Policy, Consumer Reports, wrote in the press release. “However, we also must consider whether this trust mark will give consumers a false sense of being ‘unhackable’ and a false sense of complacency,” Tufts said. “This could increase risk for Americans that are cyber unaware.” source

Smart IVR refers to Interactive Voice Response (IVR) systems that can recognize and respond to human speech. Unlike traditional IVR — which relies on rigid menus and keypad inputs — smart IVR can interpret spoken language, ask clarifying questions, and adapt its responses based on customer needs. This creates a smoother, faster experience that leaves callers more satisfied and businesses more efficient. Now — you’ll see terms like “smart IVR,” “intelligent IVR,” “conversational IVR,” and “natural language IVR” that are often used interchangeably. The distinctions usually stem from marketing and branding rather than significant technical differences. In this post I’ll help cut through the marketing noise to explain what smart IVR is, how it works, and what it can do. 1 RingCentral RingEx Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Medium (250-999 Employees), Large (1,000-4,999 Employees), Enterprise (5,000+ Employees) Medium, Large, Enterprise Features Hosted PBX, Managed PBX, Remote User Ability, and more 2 Talkroute Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features Call Management/Monitoring, Call Routing, Mobile Capabilities, and more 3 CloudTalk Employees per Company Size Micro (0-49), Small (50-249), Medium (250-999), Large (1,000-4,999), Enterprise (5,000+) Any Company Size Any Company Size Features 24/7 Customer Support, Call Management/Monitoring, Contact Center, and more Technically, what is a smart IVR? For practical purposes, a smart IVR has the following capabilities that go beyond traditional systems: Conversational capabilities: Using Natural Language Processing (NLP) to understand and respond to natural speech. Dynamic routing: Adjusting call flows based on real-time customer inputs and historical data. AI-driven insights: Using data from past conversations and machine learning to improve interactions and refine responses over time. Supplemental smart IVR features In addition to core capabilities, some vendors offer supplemental features that enhance the functionality of smart IVR systems. These features can provide additional value and address specific business needs: Customer feedback surveys: Automatically prompt callers to provide feedback after their interaction, offering insights for continuous improvement. Visual IVR: Extend IVR functionality to a smartphone interface, allowing users to navigate visually instead of verbally. Outbound notifications: Proactively reach out to customers with reminders, updates, or alerts via automated calls or messages. Multilingual support: Offer advanced language capabilities for seamless interactions with diverse customer bases. Integration with third-party tools: Connect IVR systems to CRM, helpdesk, or analytics platforms for a unified workflow. Generally, the best call center software supports all of these capabilities — just bear in mind that some vendors offer built-in solutions whereas others rely on third-party tools to support visual IVR, multilingual support, and other features. How smart IVR works When a caller dials in, the system greets them and invites them to describe their needs in their own words. Unlike traditional IVRs, which rely on fixed menus, smart IVRs use Automated Speech Recognition (ASR) and NLP to interpret the caller’s intent, ask clarifying questions if needed, and route them efficiently. Behind the scenes, smart IVR systems use AI to analyze spoken input and match it to the most relevant solutions. They connect with customer data through CRM integration to personalize interactions, such as recognizing returning customers or recalling past issues. Smart IVR systems also dynamically adjust call flows based on context, ensuring that each caller gets the appropriate response, whether it’s self-service, detailed information, or a transfer to a specific agent. The result is a streamlined caller journey that balances speed and satisfaction. Callers spend less time explaining their needs or waiting for the right connection, while businesses benefit from reduced call handling costs and more effective agent utilization. By combining advanced contact center technology with a focus on the user experience, smart IVRs ensure that every step of the journey feels purposeful and productive. SEE: Discover seven surprising things call center ASR does really well.  Benefits of smart IVR systems In terms of the performance metrics associated with call centers, Smart IVRs offer a number of attractive KPI-related benefits. Shorter customer wait times With Smart IVR, you can offer a greater range of self-service features, which can significantly reduce call center queuing times for customers. The intelligent routing features also cut down on wait times by connecting callers to the right department or agent without bouncing them from one agent to the next. And, since callers are able to get moving in the right direction a lot sooner, this can lead to a lower call abandonment rate and a higher first-call resolution rate. Increased productivity and decreased stress for agents Since smart IVR systems provide more ways for callers to perform basic inquiries on their own at any time of the day, it lessens the burden on live agents. This not only lets the call center’s employees focus on more complex (and less repetitive) tasks, but it also tends to lower burnout rates and call center turnover — ultimately saving your business money in the long run. Improved data collection and analysis A Smart IVR system also makes it simple to collect and evaluate large amounts of customer data. This supplements traditional IVR analytics with additional data points to optimize call flows and customer journeys. This data can also be used to gain deeper insights into customer bases and their pain points, effectively providing implied feedback that can help companies improve their products and get rid of common issues. SEE: Learn how IVR analytics can fix call flow issues.  Fewer human errors In a traditional contact center without Smart IVR, manual call routing errors and long wait times commonly lead to negative customer experiences and call abandonments. Smart IVR, however, greatly reduces the risk of human errors, leading to a better customer experience overall. Lower customer support costs With Smart IVR’s self-service options and intelligent call routing, there’s less of a need for a large team of live agents. This cuts down on staffing costs for businesses and organizations to save big bucks over time. KPIs to measure smart IVR performance When taking a