Customer experience drives many business initiatives today because customers have so many choices available for the products and solutions they purchase. That’s why the call center—the most direct ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

Despite all the bad press, voice-over-IP (VoIP) is continuing to make inroads in communication architectures. From enterprises to core networks, VoIP is being implemented as a means for merging voice ...

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 ...

Changes are afoot in many enterprises as more and more of them switch from traditional voice connections to Voice over IP (VoIP) services. Market research firm Gartner found that three out of every ...

Artificial intelligence tools that can “listen” to live calls and provide real‑time guidance are increasingly attractive to businesses, including sales and customer service among other functions.

Atlanta, Ga. — Version 2.0 of the VQmon release 2.0 embedded call quality monitoring software have been unleashed for VoIP designs. This software package provides real-time monitoring of live calls ...

Call drops, audio delays, calls taking too long to connect and poor voice quality have become common problems for mobile users. To address these issues, the Telecom Regulatory Authority of India (TRAI ...

In order to ensure a positive experience for every caller, contact center managers and call center quality assurance (QA) specialists must scrutinize the call center’s operations. That attention to ...