John Klein is a solutions architect at CDW and an industry expert in communication and collaboration platforms. He has experience in training and education in voice, video, audio visual, and headset ...

Smooth call routing can help change the way a customer sees your business. Learn how efficient call management positively impacts both efficiency and customer satisfaction. You’re busy, your customers ...

The art of routing in call centers has a long and illustrious history, beginning with the technology that gave these centers a reason for being, the automatic call distributor, or ACD. Most centers ...

Forbes contributors publish independent expert analyses and insights. Innovation. Entrepreneurship. Culture. Nearly a quarter of businesses (24%) are using AI for call routing optimization, and ...

Nuance Communications has just launched a new packaged speech-based call routing system called Open Call Steering. The company is positioning this product as an alternative to touch-tone IVRs and a ...

As soon as 911 is received, the call will be routed before the final 2 can be dialed. Normally, an overlapping dial plan entry will result in a 15 second wait before the call is routed. CUCM must wait ...