Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

“There is a need for a system and method for identifying high business value inbound callers at a call center during a time period in which inbound callers are awaiting connection to an agent.

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

The best phone systems for small businesses use Voice over Internet Protocol (VoIP) technology to turn internet-connected devices into communication hubs. These affordable VoIP solutions offer ...

Over 30% of U.S. companies use Voice over Internet Protocol (VoIP) phone systems. Many switch from conventional services to realize the benefits of VoIP, including lower costs, operational efficiency, ...

Out of 15 IVR Best Practices, You Only Need These 7 Your email has been sent Forget generic tactics and discover the top IVR best practices that really make a difference for agents and callers.

Microsoft is expanding the capabilities of Teams Phone with a new extensibility preview that allows organizations to build and integrate custom call workflows using Azure Communication Services (ACS).