The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

The Cloud Contact Center as a Service, or “CCaaS” as it is commonly referred to, is a technology category comprising thousands of software vendors. The CCaaS vision is a technology platform that ...

The CIO of the 90-location multi-specialty medical group explains how call abandonment rate dropped by 44% and average wait ...

As a national leader among suppliers of groceries to supermarkets and other food outlets, C&S Wholesale Grocers knows what it takes to provide great customer service. One key is giving buyers what ...

A well executed contact center migration starts months before testing. Learn what you should do for a smooth migration to the cloud. Contact center migration is the process of moving from on-site ...

Companies in Europe are redefining customer experience operations with automated, cloud-enabled platforms that unify service ...

The contact center-as-a-service (CCaaS) market continues to effectively execute, rapidly innovate, and deliver outstanding results, demonstrating resilience and robust growth. This is happening ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

Amazon.com Inc. posted robust cloud growth that reassured investors that the tens of billions of dollars the company and its ...