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Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

KISS Method: “Keep it Simple with Speech”

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...