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 ...

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 ...

Escambia County has launched Next Generation 911 Core Services, marking a major advancement in how emergency calls are routed, managed, and delivered to first responders throughou ...

“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.

The call routing system may also request the person to enter some identifying information about him or her, such as a member number or a birthdate. After the person enters the requested information, ...

AT&T today announced the launch of a new location-based routing system for emergency calls in the United States, with the system designed to transmit wireless 911 calls to the appropriate 911 call ...

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.

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 ...

The art of routing in call centers has a long and illustrious history, beginning with the technology that gave these centers a reason for being, the automatic call distributor, or ACD. Most centers ...

ITaP has made some changes to the call routing system when customers call 765-494-4000. Moving forward, customers will want to select option #3 for help with desktop support issues. Other messaging on ...

As businesses expand, they typically require a phone system capable of handling more than one call at a time. When you have multiple employees, you want them to be able to make or receive calls as ...