Fred DonovanTag:
Call Centers
Latest Headlines
Latest Headlines
Fully cloud-based call centers remain elusive
Vendors are hawking "call center in the cloud" offerings, but the solution is not quite ready for prime time, writes Stephanie Overby at CIO. Before moving call center services to the Internet, be
Advances and applications in artificial intelligence
Notable advances have been made in artificial intelligence technologies over the last few years, especially in the realm of speech recognition. The ability of computers to listen to and understand
Call centers target of new tax
One of the tricks of the IP communications industry is being able to make calls being routed to foriegn countries or even neighboring states look nice and local. When our business clients want to run
Verizon's Global Wholesale VoIP usage up 200%
If you're looking for evidence that wholesale VoIP is looking good, just check out Verizon's numbers. This week Verizon's Global Wholesale VoIP unit announced that its VoIP minutes of use grew more
Verizon launches local calling solution for call center users
Remote call forwarding for enterprises with local business branches might become a thing of the past. Verizon Business this week announced a new service called Verizon VoIP Inbound with Local
Empirix adds 'pay as you go' testing for contact centers
Empirix, an IP communications testing company, announced Empirix Testing as a Service, which is designed as a way for large contact centers to validate the performance of their voice services and the
Is outsourcing coming home?
Just last Friday, the Wall Street Journal reported that Delta Air Lines announced that it has stopped using India-based call centers to handle sales and reservations. Delta is just the latest U.S.
Vonage CEO: Customer acquisition cost "not acceptable," mobile phone client coming
Stating the obvious in Vonage's 2008 earnings call, CEO Marc Lefar called the company's expenses to secure new customers "not acceptable," and added that the net addition of customers and cost of
CONTACT CENTER CORNER: Wading Through the Quagmire That Is Reporting and Analytics
By Monique Bozeman Analytics applications are hot, still emerging, mixed in with more mature applications and well, very confusing. Research analysts attempt to categorize, re-categorize and coin
Doing and knowing
by Thomas Howe Today's service providers are real "doers." From business model to world view, carriers see the world in terms of what they can do for their customers. They excel at doing things like
