No more hunches. Analyze every interaction to improve customer loyalty, retain employees, improve selling and understand your audience.

For Enterprise Interactions

Conversation Intent

Why did customers connect?

First Contact Resolution

How many must repeat their interaction and why?

Compliance

Are we meeting legal requirements?

Performance Scorecard

Did we handle customers appropriately?

Performance Modeling

What offer has the best close rate? How well do we spot buy signals? Churn likelihood?

News & Views Blog

CXaaS With A High Degree of Intelligence: Cloud Contact Center is So Last Year

CXaaS With A High Degree of Intelligence: Cloud Contact Center is So Last Year

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 develop, manage and advance pure cloud contact centers? It has not, but today, with the growth of Network Function Virtualization (NFV) among service providers, and Software Defined Network (SDN) among enterprises, including Contact Center Business Process Outsourcing (BPO) companies, “the cloud” has been commoditized.

CX Metrics in the Age of AI

CX Metrics in the Age of AI

With the growth of the Internet, websites, self-service, mobile devices, mobile apps, social media and changes to consumer behaviors in the “always on” world, the industry has been in a constant state of reinvention given the value of data in reducing operational costs, while improving service.