Software Platforms

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

Building Customer Trust: 3 Tips That Will Make a Big Difference

Understanding as much about a complaint as early as possible can really help to ensure an appropriate response.

Technology Software Platforms White Papers

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

The era of clunky call recording, bad coaching and crappy scheduling is over.

Technology Software Platforms White Papers

I Can See Clearly Now—Clearing the Contact Center Clouds

True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.

Technology Software Platforms

Don’t Equate Silence with Satisfaction

Even if not all companies can compete with big-budget blue-chip giants, there’s no excuse not to create good customer experiences.

Technology Software Platforms White Papers

Congratulations! You Just Bought Speech Analytics! Now What?

Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair your dented fender, prepare your taxes and whip up gourmet dinners for your family.

Technology Software Platforms

Moving Your Business Forward By Moving to the Cloud

With the cloud, your contact center has the freedom to receive regular upgrades and integrate solutions for all users—all in one place without the hassle of ripping and replacing existing...

Technology Software Platforms White Papers

I, Chatbot

As with all innovation since the industrial revolution, machines are freeing us from tedious tasks, such as answering account balance questions a hundred times a day.

Technology Software Platforms

The Quickly Maturing Cloud Market

Cloud providers are tearing down the traditional models for development, testing and deployment, creating and implementing new versions and releases quickly.

Technology Software Platforms

Key Considerations When Moving Your Contact Center to the Cloud

When people hand over their sensitive payment information, they expect it to be handled in a secure and professional manner.

Technology Software Platforms White Papers


Gartner Critical Capabilities