Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. And with the right analytics, you have a reliable decision-making engine, providing directional guidance for the road ahead.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Pointillist

OCTOBER 22, 2018

Use AI-based Text Analytics to Analyze Customer Feedback. The traditional rules-based approaches that are currently used by text analytics platforms are not very efficient, as they require considerable time and skilled resources to use. Speech Analytics with Auditory Cues. Image Source: www.buildempathy.com.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. To make the business model of IoT work, companies must keep a close eye on emerging IoT ecosystem components, networking protocols, security, data models, and analytics to connect with contact center solutions and act on the received triggers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64