Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

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 ...

Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy ...

The call center would be driven by the HiPath ProCenter V5.1 Advance application, which provides integrated, multimedia, skills-based call routing and management (including web chat and ...

The deal adds agentic workflow automation and enterprise system connectivity to Genesys Cloud, with capabilities expected to ...

The call center software industry could be getting a $2 billion boost. Thoma Bravo, a US-based private equity firm, is close to finalizing a deal to acquire call center software provider Verint ...

Global enterprises adopt AI contact center AI as virtual agents and automation reshape operations and customer experience. BERKELEY, CA, UNITED STATES, January 5 ...

The movement to Internet protocol (IP)-based phone systems and contact centers is in full swing. This is great news for smaller businesses, since standards-based IP networks offer far more flexibility ...

Contact centers abound with data. I would argue it is the only department in an organization that knows down to the minute what its employees are doing, how they are doing, and what the overall ...

With IP telephony just starting to gain a foothold in many organizations, it’s not surprising that research firm McGee-Smith Analytics in Pittstown, N.J., estimates that just 1% of the 80,000 call ...