As access to sensitive consumer information proliferates, so does the number of attempts to compromise this data.
VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.
Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights.
Customer service is a new kind of battlefield today—you have to consider the entire life cycle of interaction with the customer, not just the point of sale.
Because of this huge market opportunity, companies you may not expect are entering the market. The latest big entrant is Amazon Web Services. When they could not find a suitable contact center for their own internal requirements, they decided to build one themselves.