Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Laurent Philonenko: The value of implementing IP telephony on ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Avaya has launched phones and software that it claims will make it easier to intelligently route calls in businesses and call centres. On Monday, the communications firm announced the release of ...

See how Nayatel SIP Trunk is transforming business communication in Pakistan with scalable internet-based voice solutions.

We noted in our blog a week ago that over the next decade, the PSTN (public switched telephone network) as we know it will go away– replaced by a public VoIP infrastructure. While the economic and ...

ENUM is an IETF standard (RFC 2916) for mapping the public telephone number address space into the Domain Name System (DNS). In the iLabs, we use ENUM to centralize our call routing information in a ...

Ribbon Communications last year released Ribbon Connect, a cloud-based service that facilitates a rapid, yet flexible hybrid telephony scenario in which telephony users can connect to both a PBX and ...

RIP PBXs aren’t just small-office playthings anymore. With near-universal agreement that telephony will be carried within IP packets, vendors are preparing their next-generation PBXs with capacities ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? John Chapman: Yes, managers and in-center personnel should ...