Spearline

NOVEMBER 25, 2020

Our tests emulate every aspect of a call flow from connectivity to audio quality and DTMF functionality. Call detail record info along with test audio forces ownership of carrier issues, reducing downtime & expediting carrier root cause analysis.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

Spearline

JANUARY 6, 2022

Our tests emulate every aspect of a call flow from connectivity to audio quality and DTMF functionality. Call detail record info along with test audio forces ownership of carrier issues. These reduce downtime, and expedite carrier root cause analysis.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

NobelBiz

FEBRUARY 27, 2024

This increases the likelihood of first-call resolution. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

JustCall

MARCH 7, 2023

Text Analysis With the advent of social media and live chats, customers are increasingly interacting with brands over chat. Text analysis tools help businesses understand the context and emotion of the text written by a customer on brand channels. What is predictive analytics for call centers?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Spearline

JANUARY 20, 2019

Cloud migrations are on the agenda. When asked about their plans for moving to a cloud contact centre, only 39% said they weren’t considering doing this. The remaining 61% said that they were already using the cloud, or were in the planning/consideration stage of doing so.

Cloud contact 40

Cloud contact Call flow Benchmark Surveys 40

NobelBiz

APRIL 18, 2022

Contact centers benefit from a versatile solution when using an interactive voice server, as they can: Control call flows. The IVR enables you to optimize the administration of your incoming calls by qualifying them and then routing them to the right agent based on the request.

Call Center 52

Call Center Interactive Voice Response Contact Center Gamification 52

NobelBiz

FEBRUARY 7, 2022

Reporting is essential for managing your IVR system To improve your IVR over time and tailor your contact center services to customers’ issues, it is critical to examine your call flows and callers’ behavior. But the debate is still out in trying to determine if this should remove post-call analytics.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52