A Holy Grail of the call center community has been the production of a self-contained server that delivers call processing and routing, ACD, management reports and an agent desktop interface ...

Contact center-as-a-service vendors must define the role, value, and contributions they aim to deliver in the AI era.

Customers want self-service. The contact center allows brands to empower customers, giving them the tools they need to answer their own questions. More than one type. Companies can choose from ...

A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls ...