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caller authentication

Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
Call Center Authentication and Routing

Taking a Fresh Look at Authentication and Routing

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...
Call Center Empathy

Some Love for ANI

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...