To battle innovative attacks on call centers, enterprises and IT outsourcing service providers are looking to technologies like voice biometrics and behavioral analytics.
call centers - News, Features, and Slideshows
There's no shortage of technology at work when you call a customer service line, including customer relationship management systems and voice-recognition programs. From the second you dial that toll-free number until the moment the agent answers, a slew of tools is whirring in the background to make the interaction as helpful as possible.
One provider of contact center services in Latin America sees cloud computing as critical to competing with much larger competitors.