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AI & ML
Blog
Speech Analytics Going Mainstream
Speech Analytics has been around for a long time within contact centers but less than 5% of contact centers out there leverage this technology.
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Blog
The Rise of REAL Speech Analytics
The first time I heard about speech analytics I was in awe. I was running an IVR company and could barely get the IVR prompts to be understood.
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Blog
AI-Powered Speech Analytics: Is the AI Overlord Taking Over the Contact Center?
AI-powered speech analytics provides contact centers with real-time customer insights. As a result, supervisors and agents can understand and respond to customer needs.
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Blog
Don’t just observe: Turn conversations into action that improves business outcomes
The initial hurdle is to bring the data into a unified view, but simply having access to observe what’s happening in a customer journey is not enough to move the needle for businesses.
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