Proof of Concept vs a Trial How do you minimise this risk and make sure that the solution you choose is the right one for your business? The potential applications of speech analytics technology in contact centres has been well known amongst industry insiders for years now. The technology regularly finds itself as the central theme of many contact centre and customer experience conferences around the world, and as a piece of the RPA and…

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Contact Centre 2020: Trends to Watch Ten years ago, the death of the contact centre was announced. Contact centres were to be swallowed up and made irrelevant through the oncoming digital revolution. Despite this prediction, contact centres have risen like a phoenix from the technological ashes, not becoming irrelevant but emerging stronger, adapting and evolving to this new landscape. This article counts down some of the key technological shifts that have occurred throughout this process,…

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Zip Case Study Zip increased the quality of agent training immediately after deploying Lisa by covering 100% of calls, focusing on calls more likely to contain training opportunities, and reviewing each call much faster and with more accuracy. Contact us for a free demo Contact us for a free demo

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