Contact Centers: Ahead of the Curve on Quality Management

Monet Software

The report, “Quality Management Software Impact,” predicts exponential growth in companies embracing QM, with the software market more than doubling from 2017 to 2023. It always feels good to be ahead of a trend.

New WFM Report Highlights Social Media

Monet Software

billion in 2023. The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

Experts estimate in five years there will be over a billion (with a b) 5G device users by 2023. I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening.

Speech Analytics: Soon to Be a $2.5 Billion Market

Monet Software

billion by 2023, rising at a market growth of 17%. According to the new report Global Speech Analytics Market , published by KBV research, the international market size for speech analytics technology is expected to reach $2.5 Why is this happening? At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels.

The State of Bots in 2019: Successes and Failures


In an article by Retail Dive, “Juniper estimates that by 2023 over 70% of chatbots accessed will be retail based.” “We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options.

The High Rise of Unified Communications (UC)

Revation Systems

Global Market Insights reports that the UC market will reach $96 billion by 2023. Connected devices and IoT have exploded in the marketplace, stressing the importance of convenience as the main focus of consumer communications. Today’s society expects responses to be 24x7x365.

Digital Banking & Credit Unions: What to Expect in 2019

Revation Systems

A recent report produced by Juniper Research in July found that chatbots will deliver $11 billion in annual cost savings for banking organizations by 2023. The current landscape of the banking industry has shifted enormously in the last five years.

2019 Retail Trends

The Center for Client Retention

billion by 2023. If we don’t look ahead we risk being left in the dust, and perhaps nowhere is that risk greater than with the emergence of Artificial Intelligence (AI) as a practical retail technology.

Sales 52

Your IVR Doesn’t Have to Suck


billion by 2023 , according to Markets and Markets. Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. They don’t. Because IVRs suck, well at least the way they’re implemented sucks. In the 2017 Aspect Consumer Experience Index, we asked consumers about their preferences and issues around contacting customer service.