Just last month, Cisco marked the 25th anniversary of its instantly recognizable IP phones, which have been an office staple since the 2000s. Today, the way that businesses and customers interact ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. The University of California, Riverside has transformed ...

Intelligent call routing is more than automation: It’s redefining how call centers handle scale, complexity, and customer expectations. Key takeaways Intelligent call routing uses customer ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

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 ...