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 ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

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 ...

An employee talks through a headset while working at the Avise Techno Solutions LLP call center in Kolkata, India, on Sunday, Dec. 24, 2017. India's political stability and reform push -- including a ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Enterprises are clamoring to find real, practical uses for AI. I speak with enterprise executives daily, and most have AI FOMO—they all want to know what we’re hearing from other companies about how ...

Spoken Communications, a provider of speech recognition software for call centers and the like, announced today that it has picked up $4 million in its most recent round of funding to help promote its ...