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Call center VoIP software News
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
July 20, 2010
With a new midmarket contact center suite, an upgrade to its analytics and its entrance into WFO, Avaya is following through on its Nortel promises.
May 27, 2010
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure.
Call center VoIP software Get Started
Bring yourself up to speed with our introductory content
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
Evaluate Call center VoIP software Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option. Continue Reading
Selecting the right contact center technology for an organization is essential to its success, but with so many options, how do you know which is the best fit? Continue Reading
Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success. Continue Reading
Manage Call center VoIP software
Learn to apply best practices and optimize your operations.
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading
Contact centers are searching for ways to bring efficiency to their processes without sacrificing customer-service quality. Chatbots offer one avenue. Continue Reading
Problem Solve Call center VoIP software Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading
Learn call center strategy from Donna Fluss in this expert tip, including the benefits of remote agents for the call center. Continue Reading
Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effectively respond to customers' needs. Continue Reading