Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Enghouse Interactive

JULY 10, 2018

The impact on service levels was evident, and both employees and customers suffered from the disparate phone system’s tendency to drop calls. The legacy call center system’s inability to integrate with Partner Colorado’s home-grown CRM system was as big of a problem as its limited functionality.

Self service 40

Self service CRM Contact Center Analytics 40

Xaqt

JUNE 22, 2020

Despite significant advancements in big data and open source tools, niche Contact Center Business Intelligence providers are still wed to their own proprietary tools leaving them saddled with technical debt and an inability to innovate from within. or "Does Service Level include Calls abandoned?").

Call Center 52

Call Center Contact Center Analytics Engineering 52