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 ...

Customer service platforms are undergoing a fundamental shift as AI moves from a supporting role into the core of how interactions are managed, routed and resolved. Salesforce has positioned its ...

Cisco Systems is piloting Aliro Orchestrator as a quantum network management layer at its Photonics Center in Italy, using ...

Public sector call centers play a key role in connecting citizens with essential services. Yet, many face challenges such as outdated technology, high call volumes and limited resources. Modernizing ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Converged contact-center vendors make some pretty tall claims and pack in a ream of functionality these days, but how's a network technology manager to sift through the product details and demos to ...

Contact centers play a central role in supporting the customer journey across both pre-purchase and post-purchase touchpoints. These touchpoints are essential for answering customer questions, ...

Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

Contact centers abound with data. I would argue it is the only department in an organization that knows down to the minute what its employees are doing, how they are doing, and what the overall ...