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 ...

Here we explore the ways predictive analytics and prescriptive analytics are being used in the call center today, and trends to watch for tomorrow. Predictive analytics can help evaluate behavioral ...

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 ...

eWeek content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More AI call center software uses artificial intelligence (AI) ...

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 ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

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 ...

CEO of Invoca. Seasoned digital marketing and SaaS leader with 15 years of experience bringing products to market in emerging categories. When people talk about how AI is changing the buying journey ...

Laura Bassett, director of marketing for Avaya's Customer Experience Management and Emerging Technologies unit, said the revamped Customer Experience Management suite is meant to help organizations ...

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 ...

The sales team is primarily responsible for reaching your company's sales targets. Others would agree that they keep businesses afloat. Led by outbound call center solutions, a sales team can improve ...