Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...

There are various different forms of artificial intelligence. The aspects of greatest relevance to the call center manager are Natural Language Processing and Speech Recognition; these provide the ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Kevin McPartlan: The value of IP, specifically VoIP, in the ...

Gaul may have been divided into three parts, but Salesforce.com sees the call center market as divided in two. However, it may not have territory to itself for long. Alex Dayon, senior vice president ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

The following quote was obtained by the news editors from the background information supplied by the inventors: “Call centers are used to provide, among other services, customer support, technical ...