Blog

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact center data landscape is only getting more […]

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short, causing the contact center analytics to fail. Here are three main reasons why. 1. Confusion About Contact Center “Analytics” The […]

It has been a great week at Enterprise Connect and one thing is clear—the contact center is primed and eager to make the move to the cloud. We’re seeing the demand for Contact Center as a Service (CCaaS) platforms increasing, as more and more brands recognize the important role the contact center plays in both […]

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They have come to realize that “the age of the customer” is more than a phrase, it’s a business reality, and they’ve learned that: The […]

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer […]

A new Intel survey shows that more businesses are seeing the security advantages of the cloud—and rapidly shifting sensitive data and business-critical functions to cloud-based solutions. Intel Security’s February 2017 survey of more than 2,000 cloud security professionals found that “trust and perception of public cloud services continues to improve year-over-year,” with those who trust […]