It is not uncommon for some businesses to struggle and get pushed to the brink, only to successfully pivot and enjoy a rousing comeback. Such turnarounds have happened with tech companies like Dell ...

SALT LAKE CITY, UT, ROCHESTER, NY, BOSTON, MA, LONDON, July 24, 2024 (GLOBE NEWSWIRE) -- CallTower, a global leader in delivering unified communications, contact center, and collaboration solutions, ...

Marketers are using call analytics platforms to identify the rich data and consumer insights hidden in the growing volume of inbound calls. Call analytics platforms are one of the few martech systems ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced it has added Call Analytics and other advanced features to Ooma Office, ...

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 ...

The flood of mobile calls to U.S. businesses continues unabated, changing the way enterprise brands view the telephone as an inbound marketing channel. It is also now changing the way brands view the ...

Amazon Web Services Inc. is boosting its AWS Contact Center Intelligence offering with a new call transcription analytics tool that it said can generate more insights from customer conversations.

New premium capability within Acefone's unified cloud-based communication platform helps enterprises analyze post-call interactions for sentiment, compliance, agent performance, and churn risk.

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 ...