It is not uncommon for some businesses to struggle and get pushed to the brink, only to successfully pivot and enjoy a rousing comeback. Such turnarounds have happened with tech companies like Dell ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced it has added Call Analytics and other advanced features to Ooma Office, ...

Marketers are using call analytics platforms to identify the rich data and consumer insights hidden in the growing volume of inbound calls. Call analytics platforms are one of the few martech systems ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

SEATTLE--(BUSINESS WIRE)--Hiya, the leading call performance management cloud, today announced the availability of Branded Call Intelligence, a full suite of call delivery and performance analytics ...

The flood of mobile calls to U.S. businesses continues unabated, changing the way enterprise brands view the telephone as an inbound marketing channel. It is also now changing the way brands view the ...

Invoca, which helps companies extract and use data from customer phone calls, is expanding today with the launch of products for e-commerce, customer experience and sales teams, as well as a new ...

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Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Interactive Voice Response (IVR) analytics is a practical approach ...

If you’ve ever had to call a customer help line or other call center, you probably experience a shiver of dread at the mere thought. Some customer help lines are so reviled that people would rather ...