Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and ...
Personalization has become a cornerstone for building brand loyalty today.  Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast.
Every now and then an idea comes along that makes you wonder why somebody didn’t think of it sooner. Have you ever been in the middle of an online interaction and were interrupted or had to leave the self-service session to look up information? This happened to me when I was trying to renew my auto ...
In the customer engagement center market, one technology continues to stay hot—and that’s speech analytics. Not only is it critical to the future of better understanding the customer journey when combined with other technologies—such as enterprise feedback management and text analytics—speech ...
Today, we’re pleased to announce Verint’s acquisition of Contact Solutions, a leading provider of cloud-based voice and mobile customer care solutions.   Like Verint, Contact Solutions is focused on helping customers achieve better outcomes with less effort. With a rich history and dynamic customer ...
Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give it a grade (on a scale of 1-10, with 1 meaning I totally ...
This is the time of year that many of us start to wonder what the year ahead holds for the contact center industry. This year, instead of wondering, pondering, guessing and speculating about what could happen in 2016, we decided to take a more scientific approach to our conjectures. This approach ...

Subscribe to Email Updates