Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing highly personalized customer experience while boosting their own ...

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 ...

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 ...

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, ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

Amazon Web Services on Monday said it is adding call analytics capabilities to Amazon Chime SDK offering in a bid to reduce the time and cost of generating insights from real-time audio calls, ...