Quadrant Knowledge Solutions’ Market Insights research on “How Speech Analytics-Enabled Workforce Engagement Management (WEM) Benefit the Contact Center Experience” provides detailed insights into the technology vendors and users about the significance of Speech Analytics and Workforce Engagement Management (WEM) integration for driving better contact center experience. Workforce Engagement Management (WEM) is a unique approach to […]

The services provided for developing and distributing applications that make use of cloud computing technologies and principles is referred to as cloud native application development services. Containerization, microservices architecture, serverless computing, and cloud-based monitoring and management are among the few services provided by cloud native application development services vendors. Modern applications that are adaptable, secure, […]

Most organizations are adopting UCaaS because of its cloud-based advantage over the on-premises-based unified communication (UC) solution. It also provides acquisition, operational, and transmission solutions that are not offered by unified communication (UC) providers. Several vendors are offering UCaaS solutions with functionalities to enhance the end-user experience, and integrate native mobile capability, performance dashboard, and […]

CCM is a platform that allows businesses to improve their customer experience by automating communication workflows and providing business users with tools to design responsive, personalized communication across various mediums such as e-mail, SMS, web pages, interactive documents, and other mediums. It centralizes the process and provides on-demand, batch, and interactive communication to users, ensuring […]

Speech analytics software initially referred to as word detection tools or audio mining software was earlier used to track words and phrases for security reasons. The technology enables users to process audio and video files using a large vocabulary recognizer and convert the speech into text form while identifying pre-defined words or phrases with a […]

The need for Conversational AI in customer service With the world moving towards rapid digitization, there is an urgent need to improve the efficiency and effectiveness of various industries. In the past, organizations used chatbots to automate routine tasks, such as scheduling appointments, providing information, or freeing up human workers to focus on more complex […]

Today’s contact center is a world apart from the legacy ecosystems many organizations are used to. Virtual environments have replaced offices full of ringing phones. Customers want to reach businesses through the channel that best fits their current situation: phone, email, webchat, or social media. Using the same channels, the cloud-based customer service application (CCaaS) […]

Digital Workplace Services (DWS) let businesses build a hyper-personalized, adaptable, and resilient workplace that provides the employees with a seamless experience at any time, on any device, and anywhere. In order to create a workplace that fosters positivity, engagement, and productivity, the digital workplace services, integrate technology, culture, and people. By providing employees with a […]

Workforce Engagement Management (WEM) is a suite of software tools that improves employee productivity, identifies & fills performance gaps, educates call center agents for better results, and efficiently forecasts workload and staffing requirements. Workforce Engagement Management (WEM) has an employee centric approach that extends the Workforce Optimization (WFO) suite by engaging the agents and making […]

Communications Platform as a Service (CPaaS) provides customized real-time communication functionalities like SMS, MMS, VoIP, voice, video, and rich communication features that can easily be integrated into a user’s existing business application. CPaaS enables organizations to improve on parameters such as customer engagement, cost efficiency and customer service. The solution can also enable businesses to […]