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Each type of call center manages customer communication to support a specific business goal. In this post, I am going to cover the big five types of call centers: Inbound: Customer support and reactive communication. Outbound: Proactive outreach, often for sales or notifications. Blended: A single system for inbound and outbound calls. Offshore: Outsourced call centers with geographic advantages. Omnichannel: Integrated communication across multiple channels for seamless customer interaction. Along the way we’ll cover virtual call centers and AI call centers — both of which could be any of the above types. I’ll also speak to contact centers, which are best suited for omnichannel engagement and those looking to centralize communications channels in a single tool. 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 1. Inbound call centers Inbound call centers are a common and essential part of customer support. They provide agents with the tools and environment to assist customers by answering incoming calls and addressing their inquiries. Rather than focusing on outbound sales or promotions, agents in inbound call centers specialize in helping customers who reach out for assistance, information, or support. Key features of inbound call centers Issue resolution and general interaction: The primary goal of inbound call centers is to solve customer issues and provide information. Agents make sure that any customer who calls gets their problem addressed as soon as possible. High call volume: Inbound call centers often handle high call volumes, requiring efficient call routing, deft call queue management, and trained agents to manage diverse consumer needs. See our top tips for effective call queue management.  Interactive Voice Response (IVR): An automated phone system that interacts with callers through voice prompts or keypad inputs to route them to the appropriate department or agent. In inbound call centers, IVR is crucial for streamlining call handling, reducing wait times, and ensuring customers quickly reach the right support. Learn about some of the newest call center IVR features.  CRM integration: CRM integration involves linking your customer relationship management software with other third-party applications. This gives agents access to customer data and helps customers avoid the frustration of having to repeat the story of their problem over and over again. Inbound call centers use cases Inbound call centers are mostly used for providing information, converting sales, and resolving issues. Customer service: Once again, inbound call centers are especially designed for taking customer requests, queries, and complaints. This can also extend to providing information such as store hours and company policies. Technical support: Inbound call centers are used by technical support teams to assist customers with problems with a product or service. Sales: Inbound call centers are used by sales teams to jump on inbound leads, qualify prospects, and make sales. An airline, for example, can sell tickets over the phone. Appointment scheduling: Inbound call centers can also assist in arranging customer appointments, whether for administrative visits, service requests, or whatever else. Main benefits of inbound call centers Inbound call centers come with a handful of advantages, including: Customer satisfaction: Customers are happy when they can call a real person and have their issues resolved promptly. This can lead to greater brand loyalty. Improved brand image: When customers are satisfied with the help they receive, it can lead to a more positive view of the company, increasing the chances of doing business again. Increased sales opportunities: Skilled agents can often convert general inquiries into sales opportunities — though many call centers will transfer these callers to a dedicated sales team member. Valuable customer insights: Inbound call centers are like a direct line to the customer’s thoughts and feelings. This feedback can lead to insights into improving your company’s products or services. Cost-effectiveness: By addressing concerns and sharing necessary information in a single call, companies can reduce the need for subsequent follow-ups. Drawbacks and risks of inbound call centers If managed poorly, inbound call centers are at risk of a few common issues, such as: Customer dissatisfaction: Just as a good service experience can lead to a happier customer, a bad experience can lead to a not-so-happy customer. This can happen if customers have to wait too long to speak to an agent, if their issues are not resolved after many attempts, or if they are treated poorly by service representatives. Agent burnout: Despite being an imminent risk to all types of call centers, agent burnout can be especially likely for inbound call centers if the representatives have to deal with highly disgruntled customers. This can be disruptive both for employees and for the company because it could lead to higher employee turnover. Learn about the leading causes of call center burnout and how to avoid them.  Data security: Handling sensitive customer information increases the risk of security breaches if proper data security measures aren’t in place. If your company has a high volume of customer data, a breach could be very detrimental. How to set up an inbound call center? There are six steps you should keep in mind when setting up an inbound call center: Define your goals and objectives: Make sure you know what you want your inbound call center to achieve. Draw up a call center business plan and cover the market, competitors, costs, etc. — get it all in one document even if you don’t have to raise money to launch. Choose the right call center software: Various call center solutions are available, so deciding on software that meets your specific needs and budget will depend on your company size and objectives. Consider factors such as the number of agents you need to support, the features you require, and the ease of

Waterfall project management is a traditional project planning methodology that follows linear or sequential planning and execution. Each phase must be fully complete before the next phase can begin, which makes it ideal for planning projects that require a set schedule. 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 ClickUp 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 Analytics / Reports, API, Billing / Invoicing, and more 3 Quickbase 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), Enterprise (5,000+ Employees) Small, Medium, Large, Enterprise Features Agile Development, Analytics / Reports, API, and more What is waterfall project management? Waterfall project management is a methodology in which projects are completed in phases that each flow into the next one. Rooted in the necessity for a disciplined, sequential process, the waterfall model emphasizes thorough documentation, unchanging objectives, and a well-defined structure for project execution. History of waterfall project management The waterfall methodology was first implemented in manufacturing and construction, which are inherently linear industries where project steps are strictly outlined. This straightforward approach of completing one phase fully before moving on to the next reduces the likelihood of mistakes throughout the project’s life. For example, you can’t construct a home one room at a time. Imagine only putting in a single frame, then pouring just enough foundation to cover a bedroom, and adding wiring to just one wall. A fixed sequence of operations to the process must be maintained for the project to succeed. Key characteristics of waterfall project management To determine if your project is suitable for this methodology, see if the project fits these descriptors: Linear progression: Each phase must be completed before moving on to the next with no overlap or iteration. Extensive documentation: Detailed records throughout each stage serve as a history of the current project and a blueprint for future endeavors. Fixed requirements: Project needs are not anticipated to change between launch and completion of the process. Milestone-focused: Emphasis on phase completion with clear milestones and sign-offs before proceeding. 5 phases of waterfall project management Phase 1: Requirements As a first step for waterfall project management, you need to collect requirements from stakeholders. It’s also important to clearly define scope, expectations, and objectives. The type of project will dictate what information is needed at this stage, which might include: Scope: Define who will be involved with the project, what their roles and responsibilities will be, and when they will be needed. Expectations: This includes clarifying things like budget, overall project timeline, individual phase deadlines, and whether ongoing approvals will be required. Objectives: Stakeholders should clearly outline what they consider to be a successful project outcome, and if there are any other constraints such as product launch dates or regulatory considerations. These requirements must not change once the project is underway, so ensure all stakeholders confirm these details before moving on to the next phase. Phase 2: Design In this stage, the team must create plans for project execution based on the confirmed requirements. If the plan doesn’t properly fit the project, then there is a greater likelihood of roadblocks down the line. Elements produced during the design stage would include detailed specifications for each phase, such as: Deliverables: This could be anything from an individual component needed to complete a phase to a fully realized product or presentation. Schedule: The team should identify project milestones and determine when they need to be completed to adhere to the requested timeline. Documentation: There should be sufficient documentation so that all project participants in all roles and levels of responsibility are equipped to stay on track. Phase 3: Implementation This is the execution stage of the project plan. Developers and teams build the project according to the requirements and design—which is why documentation is so critical to establish and make available. When implementing a waterfall project, ensure all participating team members fully understand their roles and responsibilities. Tasks should be clearly delegated, and measures should be implemented to collect and track relevant data. Waterfall project management software can greatly assist in implementation. Look for software that supports Gantt charts, task sequencing, and resource management features. SEE: Learn more about how to set up and use a Gantt chart. Phase 4: Verification Once the plan has been put in motion, you’ll need to continuously verify that the results meet the expected outcome of your project. The industry you work in or the type of project being implemented will determine what steps must be followed during this phase. Verification may involve steps such as: Quality assurance Data analysis Budget checks Stakeholder approvals Regulatory checks Phase 5: Maintenance Once the project has been completed, maintenance may need to be performed. This is particularly important for software development projects, since the deployment that marks the end of a project is what sends the product to market. For software, this phase includes bug tracking, issue management, and technical support. An example of maintenance for a marketing project would be checking ads’ performance and adjusting their parameters to meet targets. Physical product launches may use this phase to collect customer feedback and plan future improvements. Waterfall vs agile project management Waterfall and agile project management methodologies seem similar at first glance, especially since agile requires you to complete a sprint before moving on within the project. The key differentiator lies within the structure, and the adaptability of the projects once started. Waterfall Agile Structure Linear and sequential Happens in a specific order. Iterative Builds upon previous outcomes. Flexibility Low Changes are difficult to implement once the project begins. High As indicated by the name, it’s built to adapt to

IVR (Interactive Voice Response) phone surveys are a popular and useful way for businesses and organizations to gather relevant data and gain new insights into their audiences. However, callers don’t exactly line up down the block to complete them. Most callers are trying to get off an IVR system as fast as they can. They want to pay a bill, check an account balance, and what not — and then they want to get on with the rest of their life. That said, a decent number of callers is typically willing to hang around and complete a survey. Even those gracious souls will give up and ditch the survey, usually for one of the following reasons: It provides too many answers to choose from. There’s only one way to submit answers. The survey doesn’t respect the customer’s time. There’s a lack of relevancy. It asks the same old questions. The surveyor fails to follow up. In this post, I’ll go through all six reasons callers abandon surveys and discuss the remedies in detail. But first, we need to answer an important question. 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 Should you even bother with IVR surveys? It might seem like a lot of work with little payoff, especially if the survey response rate is frustratingly low. But IVR surveys are one of the easiest and most effective ways to measure customer service satisfaction. The answer is yes. One hundred percent. Setting up an IVR survey is generally pretty quick and easy to do, especially with best business phone services or call center software. Most of the leading solutions offer IVR surveys as a built-in feature or available as an add-on with seamless integration. This will provide incredibly valuable data for your organization and improve engagement with your brand. Let’s walk through the main benefits. Gather insights about your customers First and foremost, IVR surveys are a great way to gather constructive criticism in the form of customer feedback. Over time, survey results will provide benchmarks for measuring customer service satisfaction and tracking performance. You will also pick up a host of other insights about who your customers are, what they care about, and how their tastes are changing. Paired with IVR analytics, IVR survey data can help you surface new trends and make data-driven improvements to customer experience. Increase customer engagement An IVR survey actively involves customers and it demonstrates your company’s commitment to understanding and addressing their experiences. It’s a powerful signal that their opinions matter. You can also pair surveys with promotions to foster loyalty and enhance customer engagement. For example, after a customer completes an IVR survey, you might ask if they’d be interested in receiving a discount on a service upgrade based on their feedback. This type of engagement not only encourages immediate action but also builds longer-term customer relationships, improving both conversion rates and overall customer retention. Implement low-cost QA IVR surveys are reasonably affordable to implement. Yes, it costs time and money to transcribe, code, and analyze survey answer data, but the overall benefits can easily outweigh the costs for most businesses and organizations. Surveys are one of the most critical parts of quality assurance, and you may want to use additional channels beyond IVR (like email or SMS) to gather additional survey data. SEE: Learn other call center quality assurance best practices.  Drive survey completion Compared with many other types of surveys, IVR surveys are not as complicated or as taxing on the customers. With just a few questions on a call that was already taking place, you can collect quality data regarding your customer service practices with minimal technical issues. The top six reasons callers abandon an IVR survey Many companies conduct IVR surveys that are designed poorly enough to become an inconvenience to callers on the other end of the line. Here are six big things that they might be doing wrong, which ultimately send callers running for the hills. 1. Providing too many answer options Survey respondents can feel overwhelmed when there are too many answers to choose from, which often causes them to leave or give answers they don’t really mean. This is already a bad practice due to either of those results as it is, but it can also make it harder to collect and evaluate your data effectively — both if there are too many answers for your data to be meaningful and if there are a ton of unreliable answers. For example, rating your customer service on a scale of 1-10 is already a bit too specific to be useful (because what’s the practical difference between, say, 3 and 4?), but it becomes even less useful if you can’t tell which answers were serious and which ones were not. 2. Offering only one way to provide answers When giving options to provide answers, always offer both touch-tone and voice options. Some customers may not feel comfortable or know how to do just one, leading to a higher abandonment rate. It’s also a good idea to allow customers to leave an open-ended response for whatever feedback they decide to give. 3. Not respecting the customer’s time Asking too many questions and not being upfront about the number of questions and topics your survey has — or the estimated time it’ll take to complete — can frustrate respondents and send a message that you don’t respect their time. This, in turn, will lead to lower response rates in many cases. 4. Lack of relevancy When designing your survey, make sure the questions you ask are relevant to the IVR customer experience and/or their experience

TL;DR: Unlock the power of AI-enhanced video editing with VideoProc Converter AI for just $29.97 through January 12 — your all-in-one solution for stunning visuals, both professionally and personally. Because we live in a digital-forward world, video quality matters more than ever. Whether you’re a professional content creator, a business owner, or someone who enjoys personal video editing, the demand for high-quality visuals is at an all-time high and is something we now expect. That’s where VideoProc Converter AI steps in — an all-in-one video converter and editing software equipped with AI technology to upscale, enhance, and stabilize your videos for professional-grade output. And the best part? You can get a Lifetime Family License for just $29.97 through January 12 (reg. $119.99), providing value that’s hard to beat. A reliable video editing tool is necessary for professionals across industries. For example, content creators. Whether you’re running a YouTube channel or working on marketing campaigns, having crisp, clear visuals is a key part of audience engagement. Features VideoProc Converter AI allows you to upscale low-res content to 4K, denoise and deblur footage, and stabilize shaky videos. The result? Polished, professional videos that grab attention. Business professionals can also leverage the easy features of this tool. For webinars, product demonstrations, and corporate training videos, quality is essential. VideoProc Converter AI not only enhances video clarity but also supports seamless screen recording, so you can easily capture and polish your presentations. Add subtitles, adjust speed, and export in multiple formats. But VideoProc Converter AI isn’t just for professionals — its intuitive features make it a great addition to anyone’s digital toolbox. Have you ever come across old, low-quality family videos? With VideoProc Converter, you can breathe new life into them by upscaling to 1080p or even 4K. Say goodbye to grainy, wonky footage and preserve your memories in the best possible quality for future generations. Unlike other software that requires monthly or annual subscriptions, the lifetime Family license for VideoProc Converter AI is a one-time investment of $29.97 (reg. $119.99) through January 12. Prices and availability subject to change. source

Interactive Voice Response (IVR) routing is a way to guide your callers to the best-fit agent, department, or service center to answer their questions, solve their queries, and meet their specific needs. The end result? Higher customer satisfaction, plus streamlined call management for your business. IVR is a strategic tool that benefits your callers by reducing their wait times and improving service accuracy. With a well-optimized routing system, they can easily find the department they’re looking for without being transferred from one agent to another. The key is designing call flows that take advantage of different types of IVR routing. Each serves a unique function and has specific scenarios that it’s best suited for. Most businesses use more than one type. These are the six IVR routing types I’ll cover: Caller ID routing. Data-directed routing. Location-based routing. Menu options routing. Time-based routing. Skills-based routing. Most modern business phone services and call center software include built-in tools to set up basic IVR routing. Administrators can easily set up the IVR for a single office or simple phone tree without the help of a specialist. Complex IVR routing may require specialist assistance, as well as upgrades and third-party integrations. 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 1. Caller ID routing Caller ID routing uses a caller’s phone number to determine the best course for the call. This method is best if you need to create a personalized experience for frequent callers or prioritize important clients. If that’s the case, you might configure your business’ IVR system to recognize phone numbers of existing clients or VIP customers. When these customers call, the system will route them directly to a dedicated account manager or a priority support team. This ensures high-value clients receive immediate and personalized attention, which should keep them happy. Beyond that, you could also use caller ID routing to identify and redirect frequent callers to specific departments they regularly interact with. This will streamline the caller’s journey by reducing the need for repeated navigation through the IVR menu and also help your business manage call queues more effectively. In short, caller ID routing is a good way to offer a tailored experience to high-value customers or streamline service for existing ones — both of which should reinforce customer loyalty. 2. Data-directed routing Data-directed routing uses your customer’s previous interactions to improve call flows and create a more personalized experience for callers. By accessing customer data like purchase history, account information, or previous service requests, this IVR routing type intelligently directs the call to the most suitable agent or department. Callers identified by account history as being in arrears may be routed to collections, for example, or routed based on real-time information like account status or service level agreements. From there, customers can get information or make a payment using the IVR. Bypassing general inquiry channels saves time for the caller. It also ensures they’re speaking with an agent who is already familiar with their specific requirements. Callers will appreciate data-directed routing, because it personalizes service and reduces the need for them to repeatedly provide the same information over and over again. Like the other types of routing on this list, if you use it right, you’ll see higher satisfaction rates and ultimately greater customer loyalty. 3. Location-based routing In location-based routing, the IVR system utilizes a caller’s geographical location to direct their call to the nearest or most appropriate service center or representative. This method is most helpful if your business has multiple regional offices or service areas, as it ensures your callers get localized support tailored to their specific region. Let’s say you run a retail chain with stores across the country. You can use location-based routing to ensure that your callers are connected to the store that’s closest to them geographically. This approach also allows for region-specific information, like local promotions or inventory, to be conveyed accurately. Similarly, if you have a service-based business that’s region-specific, like a utility company, your callers can be automatically connected to local offices for more relevant assistance. Overall, location-based routing gives callers a more personalized experience while also helping your business manage call volumes more efficiently across different locations. 4. Menu options routing This is one of the more familiar types of IVR routing. As the name implies, callers are given a variety of menu options to choose from. Based on their selections, their call is directed to the most appropriate agent or department. The nice thing about this method is that it’s highly versatile and can be customized to suit a wide range of service needs. For example, a utility company could use menu options routing to categorize calls into billing, outage reporting, or general inquiries. By pressing a corresponding number on their keypad, callers can quickly navigate to the appropriate department without having to speak to an intermediary. This not only speeds up the call handling process but also ensures your callers are connected to the agents best equipped to resolve their specific issues. Menu options can also be great for improving efficiency. It can be designed to decrease high call queuing times during peak hours by distributing calls based on the type of inquiry. During a promotional period, for example, a retail business might have a dedicated menu option just for promotional queries, which helps if you’re expecting an increase in these types of calls. 5. Skill-based routing Skill-based routing is one of several important call center software features. It’s all about connecting your callers with the most qualified agent possible. This is especially helpful if a customer has a more technical issue or needs extra

Best Square alternative for working with a preferred payment processor: Clover Best Square alternative for e-commerce businesses: Shopify Best Square competitor for low-cost payment processing: Helcim Best Square alternative for online payment processing: Stripe Best Square alternative for inventory management: Lightspeed Best Square competitor for full-service restaurants: Toast Best Square alternative for high-risk businesses: PaymentCloud Square is one of the most popular point-of-sale (POS) systems on the market because of its forever-free subscription plan that lets merchants start selling and accepting payments easily. However, there are instances when businesses might outgrow Square’s services or find it lacking. Top Square competitors compared The top Square competitors typically offer free POS software solutions and competitive transaction fees. Below, you can compare my top picks for Square alternatives based on pricing, transaction fees, POS plan inclusion, and hardware costs. Starting price (monthly fee) Transaction fee Free POS plan Hardware starting price Clover $14.95 Varies No $199 (card reader) Shopify $39* 2.4%–2.9% + $0.30 Yes $49 (card reader) Stripe $0 2.9% + $0.30 Yes $59 (card reader) Lightspeed $89 2.6% + $0.30 No Undisclosed Helcim $0 Interchange plus 0.15%-0.50% and $0.15-$0.25 Yes $99 (PIN-enabled card reader) Toast $0 2.49%–2.99% + $0.15 Yes $0 with certain plans PaymentCloud $10 2%–4.3% No Custom *Shopify e-commerce or POS subscription required. Clover: Best Square alternative for working with a preferred payment processor Image: Clover Clover is a POS provider known for its top-of-the-line proprietary hardware, including mobile card readers, terminals, and countertop registers. Like Square, Clover offers solutions to businesses of all sizes and across most industries. But unlike Square, Clover can work with any processor on the Fiserv network, which lets businesses shop for their preferred payment processor. Why I chose Clover The ability to work with other payment processors is Clover’s biggest advantage over Square. This allows merchants to shop around for the lowest rates and work with a provider that suits their needs, unlike Square, which locks you in with their native payment processor. Clover also offers a wide range of proprietary hardware, from mobile card readers to full countertop terminals, kitchen displays, and even kiosks. It is also worth noting Clover’s strong offline functionality, which allows merchants to process card payments for up to seven days. Square only lets you process payments offline for 24 hours, after which you need to sync payments online. That being said, Clover’s hardware is sold through resellers, so pricing greatly varies. However, given that you can choose your preferred provider, doing a thorough research will help lower costs. Pricing Since businesses can purchase pre-programmed Clover hardware and software from their preferred payment processor, pricing greatly varies. Below are fees based on Fiserv terms and rates: Monthly fee: $14.95 to $69.90. Transaction fees: 2.3%–2.6% + 10 cents to 3.5% + $0.10. Hardware cost based on Clover website: $199 for Clover Go (mobile card reader) $279 for Clover Compact (countertop terminal) $1,799 for Clover Station Duo (full POS with cash register and receipt printer) Features Credit card preauthorization. Offline payment processing for up to seven days. Customer profiles based on purchases. Proprietary hardware variety for all types of businesses. Pros and cons Pros Cons Works with other payment processors. Hardware cannot be reprogrammed; it is tied to the payment provider. Strong offline mode. Pricing depends on the payment processor. Easy-to-use proprietary hardware. Expensive hardware. Shopify: Best Square alternative for e-commerce businesses Image: Shopify Shopify is a top-rated and widely popular e-commerce platform for real-world users and experts alike. Launched in 2006, it added a POS system in 2013 to let merchants easily sell in-person and online. Shopify is an excellent choice for multichannel sales as it has strong omnichannel features — an easy-to-use, top-notch website builder, robust e-commerce and marketing features, and POS hardware for in-person selling. All of these tools are readily available from the merchant dashboard and seamlessly integrate with each other. Why I chose Shopify Shopify and Square are known for their multichannel selling features for online and in-person sales. However, as previously mentioned, Shopify was built first as an e-commerce platform, and it shows. Shopify beat Square in almost every e-commerce feature during my evaluation, with its customizable website builder, built-in marketing tools, and advanced inventory management. Shopify also has the edge over Square because it allows its merchants to use their preferred payment processor, unlike Square, which locks you in with its built-in payment provider. Do note, though, that this entails an added fee. Businesses that primarily sell online and are looking to expand into in-person sales will find Shopify to be an excellent Square alternative. Pricing $0 for Shopify POS Lite; included in e-commerce subscription plans ($39-$399). $89 per location for Shopify POS Pro. $49 for card reader, $349 for POS Terminal, $459-$999 for countertop kits. Transaction fees: 2.4% + 30 cents to 2.9% + 30 cents for online transactions. 2.4% to 2.7% for in-person transactions. Additional 0.5 to 2% if using a third-party payment provider. Only available for online sales. Features Complete online store builder with robust inventory and marketing tools. Strong omnichannel sales — native multichannel and social media selling integrations. Extensive third-party integrations. Mobile app and checkout via the Shopify POS mobile app. Return, refund, and exchange processing. Customer and staff management. Other payments accepted — QR, checks, buy now pay later (BNPL). Detailed reports and analytics — cash flow, sales reports (customizable by staff, location, and date), tax, discount reports, product and product categories. Pros and cons Pros Cons Native robust e-commerce platform. Limited offline functionality (no credit card transactions). Smart omnichannel sales tools. Added transaction fees for third-party payment processors. Excellent 24/7 customer support. E-commerce or POS subscription required. Helcim: Best Square competitor for low-cost payment processing Image: Helcim Helcim is a merchant service provider and payment processor that offers a full suite of free tools. However, it is best known for its interchange-plus pricing structure and automated volume discounts, which allow businesses to save significantly on processing fees. Helcim also has strong B2B payment features. Aside from

RPA stands for robotic process automation. It represents some of the most cutting-edge technological developments of the modern era with its ability to improve efficiency gains in business operations. RPA uses software bots to automate tasks, eliminating the need for people to perform manual labor and other tasks that involve rote, repetitive processes. RPA is deployed in many IT settings and is ideally suited for contact centers, which are intensely customer service-focused environments. 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 The clear case for RPA in contact centers RPA bots act in place of human operators, having first gained prominence in the manufacturing industry where low-skilled, labor-intensive tasks were highly prevalent. The introduction of RPA bots was not necessarily to replace human labor, but to displace and reallocate it for more productive endeavors. In places like contact centers, for instance, they do a lot of the repetitive and boring tasks so that human agents are free to focus on more creative, value-adding tasks. Typically, RPA bots work using an API, but they can also function and interact at a graphical user interface layer to execute complex workflows. While RPA accelerates productivity, not all tasks, processes, or environments are ideal for process automation. RPA is primarily used for the following: Tasks with standardized processes and functions that are predominately rule-based. Mundane tasks that are labor-intensive and time-consuming. Jobs that operate in reliable, data-rich, and data-driven environments. Workplaces that process high-volume, monotonous tasks and need consistent handling without experiencing diminishing returns. Business processes that use well-defined, standardized data sets that are easy to structure and categorize. Tasks that deal with a large volume of digitized data that’s adequately readable. After selecting the right vendor, deploying robotic process automation requires capturing the steps you want to automate, executing the pilot process with your preferred vendor, and then implementing it. When a contact center deploys one or many automated bots, it allows the center to scale its operations while delivering high-volume processes swiftly, accurately, and consistently without a downgrade in quality or efficiency. Moreover, RPA bots provide these benefits at significant cost savings compared to human agents who would otherwise be wasted on menial tasks. Ultimately, they allow human capital to focus on tasks requiring intuitive judgment. For contact center employees specifically, RPA can automate numerous workflow tasks that are part of a typical workday. These tasks rarely have an impact on customer satisfaction outcomes, so contact center employees benefit from having more time to focus on activities that are more productive. Additionally, RPA technology can also streamline certain tasks and fortify data security practices for the company, taking some of that burden off the employees. At the same time, RPA bots don’t need to take bathroom breaks and can work all day long without experiencing diminishing returns. Unattended and attended bots For the most part, contact centers use unattended bots that execute processes behind the scenes. These unattended RPA bots are primarily provisioned to tackle rule-based processes automatically, which allows them to automate back-office services at scale. Meanwhile, attended RPA bots require human intervention and/or instruction to perform tasks, as they typically do things that depend on the knowledge and expertise of a contact center agent. For instance, an attended bot can act as a virtual assistant that is manually triggered to gather customer information while the agent interacts with a customer. Furthermore, an assisted RPA bot can even take the information it gathers from an agent’s computer and fill in forms with personalized customer details during a call. This makes RPA bots especially useful for agents who deal with various support chats, Voice over Internet Protocol (VoIP) calls, and other routine data input processes. The top opportunities for contact center RPA Contact centers are filled with repetitive, time-consuming tasks that can drain efficiency and hinder customer satisfaction. RPA offers a powerful way to streamline these processes,  reduce errors from manual entry, and free up agents to focus on more valuable interactions. Here are eight key opportunities where RPA can drive significant impact and transform operations 1. Enhanced customer verification While traditional IVR systems are effective for basic customer authentication — such as verifying account numbers or PINs — RPA goes beyond simple queries to handle more complex, dynamic verification processes. For example, RPA bots can: Pre-validate customer information: Pull and cross-check data from multiple systems, such as CRM platforms and payment records, to ensure accuracy before escalating to an agent. Handle conditional logic: Adapt verification steps based on the caller’s issue or account status. For example, if a payment dispute is flagged, RPA can pre-authorize verification layers like confirming recent transactions or linking a verified email. Initiate advanced authorization: Request sensitive approvals, such as confirming account changes or processing refunds, without requiring the customer to repeat details to a live agent. Beyond traditional identity verification, RPA also supports tasks like appointment confirmations. For businesses offering in-home services, RPA bots can proactively reach out to customers, verify service windows, and update scheduling systems — all without agent intervention. This enhanced approach saves time, reduces friction for customers, and ensures agents are equipped with verified, up-to-date information when they step in to assist. 2. Automated self-service Contact centers are often flooded with basic customer inquiries, like asking about product returns or how to file a warranty claim. These tasks don’t need a live agent, so they’re great candidates for automation. A simple IVR phone tree can handle simple tasks, like pressing a number to check your account balance. However, IVR is limited in what it can do — if a customer needs to update their billing information, manage a return,

LogRhythm NextGen SIEM and SolarWinds Security Events Manager provide security information and event management tools to users who wish to ensure their organizational networks’ security and digital devices’ security. While both products provide SIEM capabilities, based on my analysis, I believe that each platform is optimized for different audiences: LogRhythm: Best for mature companies with deep security needs and a dedicated security operations center team. SolarWinds: Best for smaller teams or those looking for ease of reporting. 1 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 2 Graylog 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 Activity Monitoring, Dashboard, Notifications LogRhythm vs SolarWinds: Comparison table Features LogRhythm SolarWinds Pricing Contact vendor Starts at $2,992 Free trial No Yes Real-time monitoring Yes Yes Logging Yes Yes Analytics Yes Yes Reporting Yes Yes Threat management Yes Yes Incident response Yes Yes Customization Yes Yes Visit LogRhythm Visit SolarWinds Pricing LogRhythm LogRhythm offers perpetual licensing and subscription-based pricing plans, but the company doesn’t publicly disclose pricing information. I found the lack of pricing information disappointing, especially since LogRhythm doesn’t offer a free trial either. The licensing allows unlimited users and log sources, and can be run via the cloud, hardware, and virtual machines. To get an exact quote on pricing, contact LogRhythm. For more information, check out our LogRhythm vs Splunk comparison and our guide to adopting Splunk’s SIEM platform. SEE: Everything You Need to Know about the Malvertising Cybersecurity Threat (TechRepublic Premium) SolarWinds SolarWinds price starts at $2,992, with an option to get a custom pricing plan. Users can choose from the perpetual licensing option, which allows for indefinite license use, or the subscription-based model. While the cost of subscription-based licensing is initially far less than the cost of purchasing the perpetual license, the long-term cost is higher. A 30-day free trial is available from SolarWinds, which stood out to me since LogRhythm does not offer a free trial. LogRhythm vs SolarWinds: Feature comparison Threat monitoring LogRhythm monitors the data and events of organizations to detect anomalies throughout their networks and endpoints. The system collects security data, log data, and flow data to provide holistic real-time visibility and effective threat detection. The risk-based monitoring eliminates blind spots and identifies threats quickly, so users can respond to them before they cause severe damage. LogRhythm’s Endpoint Threat Detection Module uses threat intelligence, machine learning, and behavior analytics to find potential threats. I also appreciated that LogRhythm SIEM features multiple methods for threat detection, including identifying abnormal communication patterns, lateral movement, and changes to sensitive files. LogRhythm’s dashboards in action. Image: LogRhythm The SolarWinds SIEM solution provides continuous threat detection and real-time monitoring across users’ devices, services, files, and folders with its on-premises and multicloud deployments. Its intuitive dashboard and user interface make navigating the tool’s features easy for users. The centralized repository collects log data with the SIEM log collector tool, and raw network log data is organized and normalized for users in the system. This is one of the main reasons we named it the best choice for log aggregation on our list of the best SIEM tools. Additionally, I appreciate that SolarWinds features event-time correlation and advanced search capabilities, which are beneficial when conducting forensic analysis and security investigation. Threat analytics The LogRhythm NextGen SIEM platform uses multidimensional analytics to detect and stop security threats. Data collected by the system is normalized and correlated to identify potentially dangerous activity, which provides more accuracy. I also liked that network traffic and packet data are analyzed for patterns and behavioral outliers. The behavioral analysis features can process users’ activity within a network and identify deviations from normal baseline behavior; this is made possible through machine learning and can help ensure security from insider access abuse and data exfiltration. Additionally, the system allows for both contextual and unstructured searches. LogRhythm’s behavioral analysis features. Image: LogRhythm SolarWinds SIEM processes data and events for signs of security threats. The event log analyzer collects and analyzes log data, providing users insight with real-time visibility and context. Events are monitored to identify suspicious activity, such as permission changes and data modification. This data is then correlated through built-in and custom event correlation rules. I appreciate the automated insights offered by these SolarWinds features, which can be beneficial in helping users and network administrators diagnose system vulnerabilities, troubleshoot network problems, and improve their resource management. SolarWinds threat intelligence dashboard is a breeze to use. Image: SolarWinds Notifications When a threat is detected, the LogRhythm SIEM platform notifies its users based on their settings and the event’s severity. The Alarming and Response Manager can notify users when threats are detected or alert them of suspicious activity. The LogRhythm DetectX solution uses analytics to determine the prioritization of threats based on their severity level. I also liked that the security analytics can be customized, or entirely developed by users, so that no notifications slip through the cracks. In addition, users can integrate their tools with open-source or STIX/TAXII-compliant providers for even more alert precision. SolarWinds lets users set custom alerts or view SEM alert feeds, so they are always aware of security threats. Users can manage their systems to provide threshold-based alarms and notifications for security system event stream triggers, system errors, IDS/IPS systems with infection symptoms, crash reports, etc. I was also glad to see that its fine-tuned file integrity monitoring filters can be adjusted to ensure that only high-priority, file-related events create reports. When security events occur, or threats are identified, SolarWinds Log & Event Manager can send users notifications via email. Automation and response LogRhythm SIEM monitors organizational data and events for suspicious activity and takes actions to minimize the impact with its automated response

Are you tired of storing your photos in the cloud only to have the cloud provider change the deal and ask you to pray they don’t alter it further? Have you looked at all the photos on your hard drive or phone and thought, “Well, I have them. I just want easier ways to share and store them?” Self-hosting is for you. Here are five self-hosted photo storage options for you to consider. SEE: The definition of open source can be controversial, with some commercial models claiming the title. NextCloud This open-source project offers a mobile app and auto-upload feature. You can also use it as the host for other photo management apps. Plus, it can host non-photos like documents, calendars, and contacts. Nextcloud offers collaboration tools and file hosting. Screenshot: Megan Crouse / TechRepublic Photoprism This open-source app uses Google TensorFlow to automatically classify images. It extracts location data, detects duplicates, and can sync with Nextcloud. Photoprism offers smartphone-like smart search on an independent platform. Screenshot: Megan Crouse /TechRepublic Piwigo This open-source photo gallery software offers geolookup and multi-user support. Its album features are great, including batch management, album hierarchies, and more. It also has a mobile app. Piwigo is suitable for organizations and features admin tools and accounts for individuals. Screenshot: Megan Crouse / TechRepublic Lychee This open-source photo gallery app has excellent album and metadata-editing features. But, of course, its gallery features are where it does its best work. Just be aware that it doesn’t have any machine learning for auto-detection. Find Lychee on GitHub and run it on a private server. Screenshot: Megan Crouse / TechRepublic LibrePhotos Like most tools named Libre, LibrePhotos is a fork. In this case, it’s a fork of OwnPhotos that enables object detection, face training, and event-based album generation. LibrePhotos also integrates with NextCloud. LibrePhotos can be installed using Docker. Screenshot: Megan Crouse / TechRepublic Self-hosted photo storage provides albums, sharing, and automatic facial recognition — all the tools you’d get from that cloud provider that suddenly wants to charge you while still gathering your data for its ad targeting. If you have the space on your computer or server, you can self-host your own photos in no time. What is a self-hosted photo and video gallery? A self-hosted photo and video gallery allows users to store and share media on their own hardware or virtual server. It provides an alternative to smartphone photo apps or social media. What are the system requirements for hosting my photo gallery? Different self-hosted photo galleries have different requirements. Most services will have documentation available. Nextcloud, for instance, offers cloud hosting as part of some of its plans. Photo hosting generally doesn’t require a lot of RAM — PhotoPrism can be installed on a Raspberry Pi 4 with 4 GB of RAM. LibrePhotos requires 10 GB of HDD Space to operate through Docker Compose. Megan Crouse updated this article. source

Google is taking another swing at the smart glasses market, determined to leave the missteps of Google Glass in the past. On Dec. 12, the company unveiled Android XR, a new, cutting-edge operating system for headsets and smart glasses. With the competition heating up from the Meta Quest series and Apple Vision Pro leading the market, Google is banking on its Gemini generative AI to set its offering apart. Among the first devices slated to leverage Android XR is a pair of Samsung glasses, codenamed Project Moohan, expected to hit store shelves in 2025. The tech giant says the future headsets and smart glasses will “transform how you watch, work, and explore.” While Google has yet to announce a timeline for additional hardware or software built on Android XR, the operating system is already available in preview for developers and select partners. What makes Android XR different? Android XR glasses can provide hands-free navigation. Image: Google Combining Android XR, Google Gemini, and the glasses hardware means the devices can: Answer natural-language questions about your surroundings using Gemini. Search the internet or create an AI-guided to-do list with natural language. Play YouTube and Google TV. Display Google Photos in a virtual reality gallery. Use Circle to Search to get more information about an object in the real world or an item online. Google intends for Android XR to power various types of smart glasses. “We want there to be lots of choices of stylish, comfortable glasses you’ll love to wear every day and that work seamlessly with your other Android devices,” Shahram Izadi, Google’s VP and general manager of Extended Reality, wrote in a blog post. The tech giant plans to start privately testing Android XR on new hardware soon. Expect new devices from Google’s Qualcomm partners, particularly Sony, Lynx, and XREAL. SEE: Google’s newest AI model, Gemini 2.0 Flash, is an incremental move toward ‘agentic’ AI. More Google news & tips Developers can try the Android XR software development kit now Developers can experiment with the Android XR software development kit today by visiting developer.android.com/develop/xr. Google is accepting applications for an Android XR Developer Bootcamp, which will provide early access to hardware in exchange for collaboration with the internal XR team. Android XR is compatible with ARCore, Android Studio, Jetpack Compose, Unity, and OpenXR. Since Android XR includes the Android Play Store, developers with apps already in the Play Store can automatically make those apps available on extended reality devices. To translate conventional apps to extended reality, Android recommends using its automatic tools for spatializing Material Design (M3) components and Compose for adaptive layouts. source