We all know how it feels to be low on energy at the end of a long work day. Some call-center agents at insurer MetLife are watched over by software that knows how it sounds. A program called Cogito ...

AI success depends on whether enterprise data is ready, reachable, and close enough to the workloads that need it. In this eSpeaks episode, Dell Technologies’ Vrashank Jain explains why fragmented ...

Some call monitoring vendors allow their systems to work with evaluation software from other companies. Standalone software of this type is available, such as TPG Technologies' Strategic Enhancement ...

Media rights groups raise concern over Zimbabwe's government recently implemented telecommunications traffic monitoring system which has potential of exposing citizens to state surveillance. This ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Fresh questions have emerged over claims by Liberia Telecommunications Authority (LTA) Chairman Clarence Massaquoi that the Authority is currently monitoring telecommunications traffic, with multiple ...

There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what you need to know. Many call center software features have no major impact on ...