Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

“In the past, we used to sell technology. Now, we sell use cases,” says Rocky Grubb, a CDW solution architect team lead for the collaboration practice. Grubb, who manages the CDW presales team for ...

Public sector call centers play a key role in connecting citizens with essential services. Yet, many face challenges such as outdated technology, high call volumes and limited resources. Modernizing ...