When the call is free as with Skype, or cheap with Vonage, callers may accept slightly less call quality. But call center callers and agents need better quality. Calls using public VoIP services have ...

Traditional call centers rely solely on human agents, which means long wait times during high call traffic periods, high costs, staffing challenges and service ramp-up delays. On the other end of the ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

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 ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...