A Fortune 500 telecommunications provider with a subscriber base of 20 million needed a solution to accurately redact sensitive PCI data for their contact center.
The Challenge of Accessing Customer Insights The advent of big data has spawned a new dimension of how we conduct business on a day-to-day basis. Components such as your website, social media presence, and call center recordings are just a few examples of valuable...
Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.
360 Smart View of Interactions at Scale Nearly every organization is challenged with getting a grip on its effectiveness with all its constituents. The focus today surrounds customer interactions as the primary target these days. There is a challenge to get the story...
7 Top Contact Center trends & Predictions for 2021 The contact center industry has faced more disruption over the past few months than it has for decades. This has driven businesses to rewrite their call center workbooks and adopt new models that will ensure their...
