It is not uncommon for some businesses to struggle and get pushed to the brink, only to successfully pivot and enjoy a rousing comeback. Such turnarounds have happened with tech companies like Dell ...

Use cases for call analytics platforms are expanding and AI is driving more sophisticated approaches. Marketers are using call analytics platforms to identify the rich data and consumer insights ...

The flood of mobile calls to U.S. businesses continues unabated, changing the way enterprise brands view the telephone as an inbound marketing channel. It is also now changing the way brands view the ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced it has added Call Analytics and other advanced features to Ooma Office, ...

It's easy for marketers to assume that anything having to do with inbound phone calls is the realm of the contact center. Your awesome marketing gets prospects on the phone, the reps make the sales, ...

Amazon Web Services Inc. is boosting its AWS Contact Center Intelligence offering with a new call transcription analytics tool that it said can generate more insights from customer conversations.

SEATTLE--(BUSINESS WIRE)--Hiya, the leading call performance management cloud, today announced the availability of Branded Call Intelligence, a full suite of call delivery and performance analytics ...

If you’ve ever had to call a customer help line or other call center, you probably experience a shiver of dread at the mere thought. Some customer help lines are so reviled that people would rather ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Interactive Voice Response (IVR) analytics is a practical approach ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

It's predicted that the annual number of mobile phone calls to businesses will reach 169 billion by 2020, and that click-to-call -- web integrations enabling real-time calls -- will influence more ...