Dovetail Software Blogs

Speech analytics (SA) in call centers are growing in usefulness, both as a means of understanding the customer and as a way to optimize customer process in general across all touchpoints. Unlike the speech analytics solutions of a few years ago, which were mainly used to perform simple “word spotting” in recorded conversations, today’s ...

In this age of continuously emergent technology, the greatest danger lies in assuming any particular application or platform is limited to any one particular use. Forget what it says on the box: the more urgent question is, do you need it, and why?Call center technology is in a time of rapid change and innovation, as technology allows agents ...