Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...

Avaya last week unveiled software that the company says will let customers extend call-center capabilities to multiple sites over IP. Avaya last week unveiled software that the company says will let ...

SINGAPORE--Avaya is tops in the call center and wireless local area network (WLAN) solutions markets in Asia Pacific, according to Frost & Sullivan. The research organization this week presented two ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...