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 ...

Contact centers have long been the backbone of customer service operations across various industries. With the advent of digital transformation, these centers are evolving to meet the demands of a ...

Joel Suarez is a principal customer experience architect at CDW. He specializes in designing and delivering cutting-edge customer experience and contact center solutions that help organizations ...

Claudio Saes is a partner and telecom practice leader at Bell Labs Consulting, a group of the award-winning Nokia Bell Labs. Today, most of Information and Communication Technology's (ICT) value lies ...

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 ...

Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...