It is not uncommon for some businesses to struggle and get pushed to the brink, only to successfully pivot and enjoy a rousing comeback. Such turnarounds have happened with tech companies like Dell ...

Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing highly personalized customer experience while boosting their own ...

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 ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced it has added Call Analytics and other advanced features to Ooma Office, ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

It's easy for marketers to assume that anything having to do with inbound phone calls is the realm of the contact center. Your awesome marketing gets prospects on the phone, the reps make the sales, ...

The flood of mobile calls to U.S. businesses continues unabated, changing the way enterprise brands view the telephone as an inbound marketing channel. It is also now changing the way brands view the ...

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SEATTLE--(BUSINESS WIRE)--Hiya, the leading call performance management cloud, today announced the availability of Branded Call Intelligence, a full suite of call delivery and performance analytics ...