It seems to me that whenever someone says the word “analytics” in a contact center context, a hushed reverence falls over anyone within earshot. Analytics has come to represent something magical, ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

LONDON--(BUSINESS WIRE)--A global data analytics and advisory firm, Quantzig, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of their ...

• Contact center data volumes are expected to continue increasing through 2021 across channels like phone, email, chatbots, website, and social media • Data proliferation has enabled businesses to ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

Businesses are swiftly grasping the value of data-driven insights in improving customer interactions and streamlining processes to help them personalize services, improve first-call resolution rates, ...

Marchex has acquired Telmetrics for up to $13.6 million in cash and RSUs. Telmetrics provides enterprises with a real-time call and SMS/text tracking and analytics system. For MCHX, the deal promises ...

8×8, a cloud-based unified communications and contact center solutions service provider, announced a new set of analytics as part of its Virtual Contact Center (VCC) portfolio. VCC Analytics features ...

UC and contact center service provider 8x8 this week updated its Virtual Contact Center with a new feature dubbed VCC Analytics that the company says will provide insight into agent performance and ...

The global Contact Center Analytics Market report provides complete market information about top manufacturers, suppliers, distributors, investors and key applications of Contact Center Analytics. The ...

Grand View Research values the current contact center interaction analytics market at $1.2 billion; fellow research firm MarketsandMarkets puts it closer to $1.8 billion today and expects it to top $2 ...