Sarah Chen leads product at VestaCall, where she oversees the development of VestaCall's AI-powered contact center platform and VoIP infrastructure. With a background in enterprise software and contact center operations, Sarah writes about the intersection of AI, cloud communications, and practical business phone strategy. Her guides on auto-attendant setup, IVR optimization, and AI customer service have been read by tens of thousands of business owners and contact center managers.
Articles by Sarah Chen
Agentic AI for Customer Service | VestaCall
Agentic AI goes beyond chatbots — it takes actions, makes decisions, and handles complex customer requests autonomously. Here's the reality behind the hype and what actually works in 2026.
Contact Center AI in 2026 | VestaCall
AI is reshaping contact centers fast. Here's what's actually working in production, what's still experimental, and where things are headed for the rest of 2026.
VestaCall vs Dialpad: An Honest Comparison for 2026
VestaCall and Dialpad both offer AI-powered business phone systems. Here's how they actually differ on pricing, features, AI capabilities, and who each is best for.
AI Call Scoring | VestaCall
AI call scoring grades agent calls automatically using sentiment, script adherence, and outcomes. Here's how it works, where it falls short, and how to use it without annoying your team.
AI Call Transcription | VestaCall
Real-time AI transcription turns every business call into searchable text. Here's how it actually works, what it costs, and whether it's worth the switch from manual note-taking.
Auto-Attendant Guide | VestaCall
Learn how to set up an auto-attendant (IVR) for your business phone system. Step-by-step guide covering greeting scripts, menu design, and common mistakes to avoid.
Call Center vs Contact Center: What's the Difference?
Call center vs contact center — they're not the same thing. Learn the key differences in channels, technology, and cost so you can pick the right model for your business.
SIP Trunking Explained: What It Is and Why You Need It
SIP trunking explained in plain English. Learn how SIP trunks work, how they cut phone costs by 40-60%, and whether your business should switch from traditional phone lines.
VoIP for Healthcare: HIPAA-Compliant Phone Systems
VoIP for healthcare practices — HIPAA-compliant phone systems that protect patient data while cutting costs. Features, compliance requirements, and setup guide.
Omnichannel Contact Center | VestaCall
Omnichannel means customers can reach you on any channel without repeating themselves. Here's what it takes to actually deliver on that promise.
VestaCall vs Nextiva | VestaCall
VestaCall and Nextiva target similar markets but differ on AI capabilities, pricing, and contact center depth. Here's how they compare in 2026.
AI-Powered IVR: Why Press 1 Is Dying | VestaCall
Traditional IVR menus frustrate customers and waste time. AI-powered IVR lets callers speak naturally and get routed correctly. Here's how it works and what it costs.
Chatbots vs Conversational AI | VestaCall
Chatbots follow scripts. Conversational AI understands language. Here's the real difference, when each makes sense, and why most businesses are picking the wrong one.
VestaCall vs Vonage | VestaCall
Vonage serves businesses and developers with communication APIs and UCaaS. Here's how VestaCall compares on pricing, features, and which businesses each serves best.
Virtual Phone Numbers | VestaCall
Virtual phone numbers let you make and receive business calls without a phone line. Here's how they work, the different types, and what you'll actually pay.
AI Workforce Management for Contact Centers | VestaCall
AI workforce management predicts call volume, generates optimized schedules, and adapts in real time. Here's how it works and when the ROI actually justifies the investment.
First Call Resolution | VestaCall
First call resolution is the most important metric in customer service. Here are 8 practical strategies to improve FCR without sacrificing call quality.
VoIP for Schools and Universities | VestaCall
Schools and universities need reliable, affordable phone systems across multiple buildings and departments. Here's how VoIP fits education's unique requirements.
Agent Coaching That Actually Works: A Data-Driven Approach
Most agent coaching is gut-feel conversations that change nothing. Here's how to build a coaching program that measurably improves performance using call data and AI.
The Best Phone System for Remote Teams in 2026
How to pick the right phone system for remote teams. Features that actually matter, real costs, and why your team's phone setup is probably holding them back.
SIP Trunking vs VoIP | VestaCall
SIP trunking and VoIP get confused constantly. Here's the actual difference, when each makes sense, and how to pick the right one for your business.
15 VoIP Features Every Small Business Needs in 2026
The 15 VoIP features that actually matter for small businesses. From auto-attendant to AI receptionist, here's what to look for and why each feature matters.
VoIP Call Quality | VestaCall
VoIP call quality depends on codecs, bandwidth, jitter, and network setup. Here's what actually causes bad call quality and how to fix it without an IT degree.
VoIP vs Landline: The Complete Cost Comparison for 2026
VoIP vs landline broken down by real costs, features, and reliability. See the actual numbers for monthly bills, setup, and maintenance before you decide.
Cloud PBX for Small Business | VestaCall
Cloud PBX explained for small businesses. Real costs, features, and whether VestaCall at $19/user/month is worth switching from your landline.
Contact Center Automation: How AI Is Replacing Hold Music
Learn how contact center automation uses AI to handle 70% of routine inquiries. Real ROI data, setup guide, and why VestaCall leads the market.
Best VoIP for Small Business in 2026 | Complete Guide
Compare the top VoIP providers for small businesses in 2026. Features, pricing, and honest recommendations from our telecom team.