Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

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Converged voice/data WAN projects and applications are helping customer call centers of all sizes lower costs and become more efficient. The benefits include savings on long-distance and local phone ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. In a perfect world, Dave Pelkey, chief operating officer ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

The New York State Workers’ Compensation Board wins User Excellence Award runner-up for going virtual and greatly enhancing customer service. One of the first calls employees injured on the job make ...

The call center software industry could be getting a $2 billion boost. Thoma Bravo, a US-based private equity firm, is close to finalizing a deal to acquire call center software provider Verint ...