Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

The promise of Computer Telephony Integration (CTI) is a system that enables a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's ...

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 ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Kevin McPartlan: The value of IP, specifically VoIP, in the ...

A number of companies offer support to call centers based in employees’ homes. When they’re not on the road for a service call, but they are on the clock, field technicians for Aspect Software pitch ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...