With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you with higher accuracy scoring. While your initial thoughts may […]

Machine learning, artificial intelligence, and deep learning are different things. Sometimes people naively use machine learning and artificial intelligence interchangeably. Here, you can learn more about these things. The differences are very powerful here. These three things give computers different capabilities with different applications. Let’s start with artificial intelligence. What Is Artificial Intelligence? Artificial intelligence […]

Imagine having the power to quickly locate ten calls where your agents did not comply with TCPA regulations. Such a discovery could potentially save you from costly penalties. Better yet, imagine if you are having an agent struggling with a particular process; all you have to do is pull up similar calls for coaching. On […]

Two customers call a customer rep at the same time with the same complaint. One customer stays on hold while the other waits only for a few seconds before an agent gets online. Why the difference?   The contact center is fast becoming one of the most important collectors and sources of valuable business data. […]

In this day and age, where customers readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition. Your contact center plays an especially important role in shaping your customer’s experience. By analyzing your customer-agent interactions (or having us […]