In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

Compare the best IVR systems for 2026, including pricing, key features, call routing tools, and best practices for choosing ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Skies will be lighting up with fireworks on Friday, but so will 911 lines. Emergency response dispatchers face a flood of calls on the fourth. On average, about 1,900 calls come into the Hennepin ...

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 ...

Cloud-based call centers offer more than just VoIP. Explore key features, industry use cases and what sets top platforms apart. The shift from traditional, on-premise phone-system call centers to ...

FAIRFAX, Va. — Fairfax County's 911 center, which answers about 3,000 calls a day, is testing artificial intelligence technology to help manage non-emergency calls. The Department of Public Safety ...

DENVER — Denver's 911 emergency call center has been testing new software to help their operators find precise locations for callers and even take in live video from the caller's situation. When 911 ...