“Although the concepts of the present disclosure are described herein with primary reference to a call center solution, it is contemplated that the concepts will enjoy applicability to any setting for ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...