In healthcare, where the cost of care is rising, organizations can’t afford to drive patients away due to inefficient systems ...

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 ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

One reader responded that “for larger call center applications, Cisco does not have the premier solution,” and suggests that “Avaya and even Mitel would have a pretty significant advantage.” Another ...

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 ...

Learn the ins and outs of call center software pricing, how to estimate costs, what to expect, and how to get the best deal. Whether you’re getting call center software for the first time or you’re ...

The New York State Workers’ Compensation Board wins User Excellence Award runner-up for going virtual and greatly enhancing customer service. One of the first calls employees injured on the job make ...

Katherine Charles’ workdays are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act, or ACA. Charles spends ...