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 ...

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 ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

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Hybrid call center solution helps practices capture more leads, book appointments faster, and never miss patient calls.

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 ...

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 ...

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 ...

When tragedy strikes, calling an ambulance or police as quickly as possible can be a matter of life and death. Staffing issues continue to plague 911 call centers, but with the helping hand of ...

Learn the ins and outs of call center software pricing, how to estimate costs, what to expect, and how to get the best deal. Whether you’re getting call center software for the first time or you’re ...

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 ...