AI-Generated Calls: Telecom’s Next TCPA Frontier?
By Jared M. Tully and Blake N. Humphrey The world is abuzz about “artificial intelligence” and its potential to revolutionize how people live, work, and … Read more
Articles
AI-Enhanced Conversation Analytics Redefines the CX and EX
By Donna Fluss As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a … Read more
Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know
By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
Celebrating 31 Years of Connections Magazine
An Interview with Peter DeHaan, our Editor-in-Chief – Part 2 By Genevieve Carrenard Connections Magazine is entering its fourth decade! In our last issue, we … Read more
Contact Centers are a Great Data Source for AI Initiatives
By Donna Fluss Contact centers contain a significant amount of customer data as most interactions with customers and prospects are captured and recorded by one … Read more
Future-Proofing Your Call Center: Strategies for Long-Term Success
By Lance Brandon In an era of rapid technological change and evolving customer expectations, call centers must adopt innovative strategies to ensure long-term success. Future-proofing … Read more
Celebrating 31 Years of Connections Magazine
An Interview with Peter DeHaan, our Editor-in-Chief By Genevieve Carrenard Celebrating this milestone fills everyone at Connections Magazine with immense gratitude. Entering a fourth decade … Read more
Startel: Pioneering Contact Center Solutions for Over Four Decades
By Matt Brogan In the 1980s, digital switches and direct dialing provided new opportunities in the telephone industry, turning local exchanges into national or even … Read more
Are You Ready for AI and LLMs in Your Contact Center?
By Nicole Limpert Artificial Intelligence (AI) and Large Language Models (LLMs) are already being used by all types of businesses. Research indicates that 77 percent … Read more
Built on Innovation, Backed by Tradition
Amtelco is a family-owned software company devoted to providing immediate and accurate communications that are built on innovation and backed by tradition. Amtelco’s mission is … Read more