Grand View Research valued the worldwide contact center interaction analytics market at $1.9 billion last year and expects it to reach $5.8 billion by 2030, growing at a compound annual rate of 20.5 ...

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DENVER, Dec. 7, 2022 /PRNewswire/ -- Contact centers are looking to transition quickly from physical, on-premises solutions to cloud-based and hybrid models. This helps them gain flexibility, data ...

What a difference a year makes. At last year’s Genesys Xperience, the common theme among customers was moving to the cloud – and many didn’t even see AI on the horizon. At this year’s Xperience, ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

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 ...

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 ...

Searching for key words and emotions so that it’s not necessary to go through and listen to the entire phone call is imperative. Using AI to automatically locate that needle in a haystack saves time ...

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, ...