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 ...

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

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 ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

Dr. Chris Hillman, Global AI Lead at Teradata, joins eSpeaks to explore why open data ecosystems are becoming essential for enterprise AI success. In this episode, he breaks down how openness — in ...

SEATTLE--(BUSINESS WIRE)--Marchex, Inc. (NASDAQ: MCHX), a leading provider of call analytics that drive, measure, and convert callers into customers, today announced the acquisition of Callcap, a ...

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 ...

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Knightscope, Inc. [Nasdaq: KSCP] (“Knightscope” or the “Company”), an innovator in robotics and artificial intelligence (“AI”) technologies focused on public ...

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 ...

As the name suggests, system monitoring is the continuous monitoring of an information technology (IT) system by a system administrator. It includes the monitoring of applications, bandwidth, switches ...