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 ...

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 ...

According to Art Schoeller of The Yankee Group, as many as 80% of call center agents will be using IP telephony by 2009, up from around just 10% today. So, unless you plan to close your call centers ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

It seems nearly every technology vendor is selling some sort of service “in the cloud”-the ubiquitous suffix has been attached to everything from critical systems like ERP to mundane processes like ...