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

Having the correct call center systems in place is a critical first step in ensuring that an organization provides an outstanding customer experience. There is a lot call center technology can do to ...

Agentic AI is all the rage these days, with organizations exploring how AI can be infused into daily operations. The meaningful excitement lies in the application of agentic AI within a specific ...

A frequently asked question faced by organizations moving their premises-based systems to the cloud is whether to take a best-of-breed approach versus a single solution. This article explores how two ...

The call center software industry could be getting a $2 billion boost. Thoma Bravo, a US-based private equity firm, is close to finalizing a deal to acquire call center software provider Verint ...

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.

Contact centers abound with data. I would argue it is the only department in an organization that knows down to the minute what its employees are doing, how they are doing, and what the overall ...

The movement to Internet protocol (IP)-based phone systems and contact centers is in full swing. This is great news for smaller businesses, since standards-based IP networks offer far more flexibility ...

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 ...