
Over the last few years the telecommunications and call center industries have undergone radical changes. Telecommunications was mainly in the hands of national and regional telecom companies, which essentially owned all the cables in the ground. The call center market was dominated by a small number of vendors that provided on-premises systems to manage and route calls when they arrived at a company’s offices. The telecom model was in effect the first cloud-based service, though almost no one...
Topics: Customer Analytics, Customer Engagement, Customer Experience, Speech Analytics, Employee Engagement, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics