Don't leave your reps without backup. Speech analytics tools provide real-time analysis and deliver actionable insights during customer service and sales calls. The speech analytics market is expected ...

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer ...

Measurement insights are a key part of optimizing your customer experience. At every step in the journey, it is critical that you understand what consumers are doing and how your channels and touch ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Data is everywhere. Companies today have access to more data about their customers and products than ever before. In some cases, it’s an almost overwhelming amount of information. In fact, most ...

In an industry already rife with buzzwords, there's a relatively new one making the rounds among bankers and card issuers: journey analytics. Coined in 2015 by Forrester analysts, it refers to mapping ...

Pegasystems announced today it has acquired Qurious.io, a provider of a cloud service that analyzes voice calls in real time to enable customer service representatives to better determine their next ...

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SOFIA, Bulgaria--(BUSINESS WIRE)-- Accenture (NYSE: ACN) has agreed to acquire GemSeek, a leading customer experience analytics provider helping global businesses understand customers through insights ...

If you think back to your time in physics class, you may remember what is known as Newton's law of action and reaction. Stated simply: With any interaction, a collision results in a force being ...