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Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first...
Opportunities for AI in the Contact Center

Opportunities for AI in the Contact Center

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...