Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Technology developments move so quickly that it’s easy to miss out on improvements that could make a real difference to business performance. Artificial Intelligence (AI) and Machine Learning (ML) probably fall into this category. The recent CallMiner and IPI Contact Centre Performance Summit highlighted that contact centres could be missing out on these valuable uses […]

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Five Emerging Call Center Technology Trends to Watch in 2017

The newest call center technology advancements are focusing on deeper insights and customer satisfaction.   Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience.  Overall wait times are down.  Calls are transferred less often before a solution is found.  More communication […]

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IOT Evolution: Predictive Analytics & the Internet of Things

The Internet of Things and predictive analytics – these two technologies have an almost unlimited number of potential applications, and are already upending countless industries. Research and Markets estimated that the global IoT market will reach $660 billion by 2021, representing a 33 percent compound annual growth rate through that time. Similarly, the worldwide predictive […]

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