The Latest Trends and Thought Leadership for Contact Centers

Inbound calls are those initiated by customers and received as incoming calls by agents who will help to resolve a problem or issue. Contact centers can be either exclusively outbound, inbound, or do a blended mix of both. 

Inbound call services are phone-related tasks that agents perform on behalf of a company when customers call in over the phone.

An inbound contact center is a type of telemarketing company that can handle inbound omnichannel communication.

Infrastructure in contact centers encompasses physical and virtual resources, systems, and tech for operations support.

Intelligent call routing is the process of forwarding or transferring calls from one number to another using NLP.

An intelligent engagement platform is software that helps businesses create and manage customer experiences

Intelligent virtual assistants, also known as Intelligent Virtual Agents, are software that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers and carry out service and support interactions…

ISO stands for International Organization for Standardization in the contact center context.

Interactive voice response (IVR)  is a phone system that intakes and routes calls based on touch tone input or voice commands. 

IT asset management involves practices for acquiring, deploying, managing, and tracking IT assets through their lifecycle.