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 ...

Voice technology specialist Nuance this week is expected to unveil a call center application that uses voiceprints to authenticate customers over the phone before letting them access private ...

Call centers have leveraged advanced technology for decades—from first-generation call-routing systems that dispatched customers to the first available agents to interactive voice response (IVR) ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Transera, the Customer Engagement Analytics in the cloud company, today announced deeper integration with Salesforce through the Transera Call Center App for the ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...

Gaul may have been divided into three parts, but Salesforce.com sees the call center market as divided in two. However, it may not have territory to itself for long. Alex Dayon, senior vice president ...

GREENVILLE, S.C. - Greenville FCU took what is traditionally thought of as a call center solution and used it for just about everything but a call center, which the credit union didn't have at the ...

The University of Nottingham in the United Kingdom has implemented new call center technology from NEC Philips Unified Solutions. The upgrade enables the university to expand its existing call center ...