Software Platforms

Things I Wish Someone Would Invent

I’ve been around the telecommunications industry for a very long time, and I’ve seen many successful products and software solutions that were once thought impossible.

Technology Software Platforms

A Checklist for Migrating Your Contact Center to the Cloud

Given that a contact center is often the first touchpoint for many customers, it’s crucial that any new technology runs smoothly in a test environment before being deployed for customers in...

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Analytics Coming of Age

Despite all the talk about the value of analytics, most companies still struggle to understand the practical ways they can benefit from it and how to implement it.

Software Platforms

Use Agent Voice DNA to Improve Contact Center Hiring Results

We couldn’t help but notice how the voice qualities of the agent seemed to have a strong influence on each call’s outcome.

Technology Software Platforms Assisted Service

Everybody Has Data, But What Are You Doing With It?

Data has always been important, but the needs and opportunities are growing.

Technology Software Platforms

Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

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KISS Method: “Keep It Simple with Speech”

The fact that you can now buy inexpensive, powerful, yet ‘easier-to-operate’ speech tools with impressive NLP platforms is changing the landscape.

Technology Software Platforms Assisted Service

Three Ways to Boost ROI from Tech Investment

Automating a significant portion of basic call center activity creates an opportunity to fundamentally redefine the role of human agents, as well significantly increase the value they deliver to a...

Technology Vendor - Management Software Platforms

Making Employee Experience a Priority in a Customer-Centric World

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

Technology Software Platforms White Papers

Gonna Take a Sentimental Journey

More than discovering what customers are talking about, sentiment analysis lets users know how the customer feels.

Technology Software Platforms

Automation, AI and Analytics: Big Data Gets Bigger

Big Data relies on analytics to create value from data of all sorts, and analytics’ superpower is to detect patterns.

Technology Software Platforms

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

If you don’t know the specifics behind the metrics and conversations going on within your company, it’s hard to make a quality plan to move your goal forward in the most effective way...

Technology Unified Communications Software Platforms

Does AI Make Agents Happier?

Enabling AI to perform tasks that previously required human focus and effort will free up your employees to perform more valuable work.

Technology Software Platforms

How to Put Your Machine Data to Work

To derive meaningful insights and drive relevant actions from this data, it must be organized, structured and made accessible—all on a single platform.

Technology Software Platforms

Contact Center 2019: There’s an App for That

We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their...

Technology Software Platforms

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