With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...

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 ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

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 ...

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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 ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

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, ...