AT&T is launching location-based routing of wireless 911 calls to the appropriate call centers across the US, it announced. The company says it'll be the first US carrier to "quickly and more ...

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

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 ...

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 ...

Why do call centers employ multimedia routing software? Some centers use the software to unite operations that, despite joining together through mergers or acquisitions, still have phone switches from ...

The ability to route calls might seem mundane when compared to the dangerous drama of fires, earthquakes and other disasters. But for Tina Mathieu, deputy director of the Utah Communications Authority ...

Getting your Trinity Audio player ready... Verizon announced Wednesday that it will work with Denver and other cities across the United States to install upgraded 911 call-routing in the wake of the ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...