I have never known a customer who calls a company and enjoys listening to a long menu asking them to “press 1 for sales, press 2 for service, press 3 for accounting....” and so on. Yet, for more than ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

Every business knows the struggle: You generate leads, but most of them go cold before your sales team even has a chance to engage. The problem? Inefficient lead routing due to improper lead ...

Colt Technology Services announced a proof of concept for a feature that enables businesses to define their preferred network route on a packet network, directly from its network-as-a-service (NaaS) ...

This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author. The announcement was made at Web Summit, an event focused on the latest ...

IVA vs IVR: Which One is Right for Your Business? Your email has been sent IVA can do a lot more — but will it make a difference? Learn everything you need to know about IVA vs IVR to make an informed ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...