Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. Agencies can apply artificial intelligence more strategically by ...