Businesses are planning to spend upwards of $125 billion in 2011 on IT, and a considerable amount of that will be for communications, researchers at IDC reported in June. But, with the economy still
Voice and language solution provider Nuance Communications said it will acquire Telecom Italia's Loquendo, a wholly owned subsidiary of the Italian telco, in a deal Nuance said will help it push
If a company's CEO is an eyewitness to service reps struggling to communicate effectively with customers, it probably means it's time for a new look at the customer relationship management system.
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
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
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
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
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, 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
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.