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 ...

Speech analytics is a technology that analyzes telephone calls between customers and call center agents, providing intelligence to organizations that can improve CX and drive efficiency. This ...

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, ...

VoIP communication systems generate significant data from voice and video calls. IT leaders can deploy third-party tools or use built-in features to record internal and external call data. In addition ...

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 ...

SEATTLE--(BUSINESS WIRE)--Hiya, the leading call performance management cloud, today announced the availability of Branded Call Intelligence, a full suite of call delivery and performance analytics ...

It's easy for marketers to assume that anything having to do with inbound phone calls is the realm of the contact center. Your awesome marketing gets prospects on the phone, the reps make the sales, ...

The above button links to Coinbase. Yahoo Finance is not a broker-dealer or investment adviser and does not offer securities or cryptocurrencies for sale or facilitate trading. Coinbase pays us for ...

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 ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Interactive Voice Response (IVR) analytics is a practical approach ...