When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now AI-powered customer service analytics ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

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 ...

SINGAPORE, SG - March 10, 2026 - PRESSADVANTAGE - Voiso, a global provider of AI-powered contact center solutions, has ...

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai‘s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points.

NEW YORK, Nov. 19, 2024 (GLOBE NEWSWIRE) -- EXL [NASDAQ: EXLS], a leading data analytics, digital operations, and solutions company, has been awarded a contract to manage the service desk operations ...

With an increasing number of enterprise systems, growing teams, a rising proliferation of the web and multiple digital initiatives, companies of all sizes are creating loads of data every day. This ...

We have all had this experience: you’re having an issue with a product or service and hope to resolve it quickly by calling the company directly, only to be met with never-ending wait times and the ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...