AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first ...

“There is a need for a system and method for identifying high business value inbound callers at a call center during a time period in which inbound callers are awaiting connection to an agent.

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 ...

Microsoft is expanding the capabilities of Teams Phone with a new extensibility preview that allows organizations to build and integrate custom call workflows using Azure Communication Services (ACS).