AI success depends on whether enterprise data is ready, reachable, and close enough to the workloads that need it. In this eSpeaks episode, Dell Technologies’ Vrashank Jain explains why fragmented ...

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 ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Raquel Lewandowski has been working as a call taker at a call center in Delaware County, Pennsylvania, for nearly 30 years. In that time, she's seen technology modernize emergency-response services to ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

Twilio Flex is our pick for the best call center software for complex communication needs. Its fully programmable, omnichannel platform lets you tailor routing, channels and agent workflows to support ...

Microsoft’s telephony tools let you build custom automated call centers. Microsoft has slowly been expanding the business capabilities of its Azure platform, adding services and application ...