Category: Analytics/Reporting

January 9th, 2018
IVR Systems – Explain It!

Interactive Voice Response System (IVR) \ ˌin-tər-ˈak-tiv ˈvȯis ri-ˈspän(t)s sis-təm\ an automated telephony system that interacts with callers, gathers information, and routes calls to the correct p...

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September 19th, 2017
Using Call Center Analytics for Data-Driven Decision Making

Call center analytics are a key tool in driving performance, productivity, and profitability. While the business of operating a call center is never easy, those who have been through the wars can tell...

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September 14th, 2017
Cloud Services: Are We Close to Telecom-as-a-Service?

The triumph of the cloud services, such as software-as-a-service, business model over the past ten years has been striking, and its core philosophy has spread like a mutating virus fundamentally trans...

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July 24th, 2017
GeoTracking Your Way to Intelligent Call Routing and Analysis

The ideas that shape intelligent call routing have been in use for hundreds of years. Long before they were applied to phone calls, routing packets, or physical cargo, was done the old-fashioned way. ...

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