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 ...

In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

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 ...

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 ...

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, ...

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 ...

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.

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

What is it about customer service that drove three major CRM companies to make announcements about their service products within days of each other last week? Oracle and Salesforce.com each announced ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

Research and Markets has announced the addition of the "Growth Opportunities in the Global Contact Center Systems Market - Forecast to 2020" report to their offering. New analysis on the Digital ...

A recent rash of disruptions in antiquated 911 emergency-response systems points up the urgent need for new technology to save lives in the wireless age. But few states or localities have the ...