by Brad Richards | Jun 5, 2019 | Technologies, Trends
For Contact Centers, Time Is Big Money 04 JUNE 2019 By: Brad Richards Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort,...
by Edward Clark | Jun 3, 2019 | Technologies, Trends
The ABCs of Conversational Behavioral Analytics: Words & Tone of Voice Matter 03 JUNE 2019 By: Edward Clark The way we connect and communicate continues to change, but one thing is for certain: we’re more digitally connected as individuals and businesses and a...
by Arti Loftus | May 22, 2019 | Technologies, Trends
In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics 21 MAY 2019 By: Arti Loftus All conversations are contextual – how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world....
by Joe Galvin | May 21, 2019 | Technologies, Trends
Conversational Behavioral Analytics: Beyond Sentiment Analysis to Situational and Contextual Excellence 21 MAY 2019 By: Joe Galvin When it comes to Conversational Behavioral Analytics, this rings true: for sophisticated interactions with high value customers, bots...
by Joe Galvin | May 14, 2019 | Technologies, Trends
Go from Being a Good Listener to an Army of Great Listeners: Future of Conversational Analytics 14 MAY 2019 By: Joe Galvin Gartner named NLP as a top trend for 2019 (along with AI, augmented analytics, augmented data management, continuous intelligence, graph...
by Edward Clark | Apr 9, 2019 | Technologies, Trends
CXaaS With A High Degree of Intelligence: Cloud Contact Center is So Last Year 09 APRIL 2019 By: Edward Clark Even though cloud contact centers have been around for well over a decade, the term is still seen by many as a “hot trend” in 2019. Has it been easy to...
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