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How AI Serves the Customer Journey

Nov 2, 2017 7:00:00 AM

Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers?

Natural Language Understanding for Quality Management and Business Insight in Contact Centers

Jul 13, 2017 5:00:00 AM

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...

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