Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

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The legislation's future is unclear, but experts say contact centers should plan ahead and reduce call volumes, improve service and examine costs.

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

CallTower’s Analytics 365 unlocks data intelligence, empowering businesses with real-time call analytics and insights for Microsoft Teams Operator Connect SALT LAKE CITY, UT, ROCHESTER, NY, BOSTON, MA ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Invoca, a platform that uses AI to analyze calls for marketing, sales and customer agent training purposes, today closed an $83 million funding round that values the company at $1.1 billion post-money ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...