Helpdesk phone calls constitute first contact with a company's customers as well as an opportunity to make a good impression, solve issues, or make a sale. This makes the information contained in ...

The speech analytics market hit its stride in 2010. Despite a weak economy, this technology sector has continued to pick up momentum and grow. The number of speech analytics implementations increased ...

Marchex recently launched its Speech Analytics tool, which is designed to aggregate and analyze call data for access and analysis via dashboards and visual analytics. More specifically, the Speech ...

Speech analytics was first introduced into the contact center market in 2004 and is still considered an emerging application. Within 5 to 8 years it will become a “must have,” as it is the only ...

Taking a close look at speech analytics, what it is, why it is important, and what we believe are the best speech analytics platforms available today. Speech analytics plays a vital role in ...

Advanced data visualization and analytics have become central to enterprise IT strategies as organizations face rapid data growth from cloud services, software-as-a-service applications, edge devices, ...

AI-powered speech analytics vendor VoiceBase recently teamed up with data visualization and BI market leader Tableau. By using VoiceBase's solution, call center audio recordings can now be parsed and ...

You call a company and hear the automated message: "This call may be monitored for quality assurance." You're soon in a fit of rage because you've been on hold for too long, your package was shipped ...