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Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top [...]

With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the [...]

Workforce management (WFM) solutions should be used in contact centers of all sizes, from sophisticated, omni-channel and multi-site environments with 10 agents to those with thousands of agents. [...]

Contact centers need workforce optimization solutions such as recording, quality assurance (QA), workforce management (WFM) and speech analytics (SA) to optimize and engage their agents and to [...]

For contact centers, 2016 was the year of the cloud. It was the year when the cloud-based contact center infrastructure market hit its stride on a worldwide basis. Acceptance and adoption of [...]

There are many compelling reasons to put contact center solutions, including workforce optimization (WFO) applications, in the cloud. Some of the top ones are: It allows companies to get the [...]

Speech analytics is one of the most exciting and valuable applications to be introduced into contact centers in the past 15 years. It is the only application that converts phone conversations [...]