Cutting costs and improving customer service are everlasting business goals in any economy. With capital expense budgets shrinking, however, more organizations are adding a third goal to the list: ...

Hosted contact center systems have gained popularity as a more flexible, cost-effective choice than premise-based hardware systems. Comparing the two options, however, is often akin to comparing ...

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 ...

Invent, Zendesk announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-powered ...

Call centers often have specific needs and requirements to operate properly. Between the sheer volume of calls that take place at large call centers and the budget considerations that come with ...

Healthcare organizations can improve both the employee and patient experience when they target optimizations in their contact ...

Contact centers are some of the most complex environments. It’s common for an interaction between caller and agent to go through 10 different systems, which in turn interact with another 20-plus ...

DUBLIN--(BUSINESS WIRE)--The "North America Cloud-Based Contact Center Market Analysis (2017-2023)" report has been added to ResearchAndMarkets.com's offering. The North America Cloud-Based Contact ...

All of the additional applications – the call center software (Symposium), the IVR and ACD software (Symposium Call Center Server Software and MPS100, respectively), the unified messaging system ...

A nine-criteria evaluation found that Call Center Coach’s Execution System transformation delivers stronger leadership ...

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.