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
Software Articles
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
A Protocol Droid for Your Call Center
A Guest Editorial By Vince Vitale Did you ever think about the implications if “goldenrod” hadn’t been programming binary load lifters and didn’t know a … Read more
Top 5 Call Center Software Must-Have Features in 2021
By April Forer Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection … Read more
Restoring Trust in Calling Information Is Key for Maximizing Call and Text-Answer Rates
By Michael O’Brien Americans were inundated with more than 58 billion illegal robocalls in 2019, plus 4.5 billion spam text messages. Consumers are so fed up … Read more
Interaction Recording Using Microsoft Teams: Ten Factors for Success
By Michael Levy According to Gartner, one in four contact center seats is now communicating using Microsoft Teams. Therefore, you likely have agents handling customer … Read more
Vendor Profile: Szeto Technologies
Szeto Technologies has been a leading vendor of answering equipment and communication systems since 1986. As the industry has evolved extensively over the last thirty-two … Read more
Best Practices for Surviving a Ransomware Attack
By Jim Graham In 1989 the first known ransomware attack occurred when twenty thousand floppy disks containing malware were distributed to researchers across more than … Read more
AnswerNet Acquires Synergy Solutions
AnswerNet acquired Synergy Solutions in an asset transaction. Synergy Solutions specializes in high-touch consultative customer service and sales support programs for many of the nation’s … Read more
New All-in-One Spectrum / Prism II Server
Amtelco hardware and software engineers designed the new Prism II server to run Spectrum, Prism II, and other applications from this one server. Some of … Read more