When Automated QA Meets Digital Transformation You Fly a Friendlier Sky

According to a survey by Sabre published in Forbes of more than 100 airline executives,  51% said lack of technology stops them from improving customer experience.  Moreover, Accenture said about the airline industry,“Both traditional and low-cost carriers need new strategies to differentiate themselves from competitors and digital (including real-time analytics) can be a key difference […]

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Big Picture: What Is Contact Center Analytics?

By definition, “big picture” involves getting the entire perspective on a situation or issue. Big picture can mean many different things but most commonly refers to a depth of understanding that translates to a certain mastery over a topic or issue. For contact centers, developing a big picture understanding of customer interactions across the entire […]

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The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018