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 ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

A call center system should reduce business costs while helping your sales and customer service reps perform at their best. Modern platforms offer a range of advanced tools that give both users and ...

Cadbury Schweppes has ditched its old Siebel-based analogue call centre solution and standardised on a more advanced platform with call-routing and a SAP database. The global food, beverage, and ...

Each call is a precious entity, a multi-faceted data point of contact with a customer. That call is like an object out of some bizarre quantum theory: random, always in motion, impossible to pin down.

John Klein is a solutions architect at CDW and an industry expert in communication and collaboration platforms. He has experience in training and education in voice, video, audio visual, and headset ...