Known as the granddaddy of call center technology, Ronald A. Katz invented many of the technology call centers use today like Automatic Call Distributions (ACD), Speech Recognition and Computer Telephone Integration (CTI). However, while he is widely known for his contributions to the call center industry, he may be more notorious for…

Ever wonder how you're able to stream music, videos and games, all while chatting online with your BFF? The answer is Session Internet Protocol, also known as SIP. SIP is the signaling protocol that controls the exchange of data through the internet, and allows users to effectively stream content using very little…

CTI, or Computer Telephony Integration, is a general term used to describe technology that allows computers and telephones to communicate with each other. For example, if you call your bank and press 1 for balance information, it's CTI interpreting the phone action and returning the database information. In the call center world,…

Speech analytics technology is deployed in most customer service call centers to enhance the customer service experience. Essentially, speech analysis technology monitors phone calls and directs call center agents by taking cues from the caller's natural language. Among other benefits, monitoring keywords the caller has used can bring up the best script for the virtual receptionist to help…