Uniphore Software Systems recently released the ‘Executive Survey: Drivers for Deploying Speech Analytics’, a market report commissioned by Uniphore and conducted by Opus Research, highlighting growing importance of deploying speech analytics to significantly improve customer experience. Continue reading 57% Companies in Southeast Asia Reveal Speech Analytics Helps Discover ‘Root Cause’ of Customer Experience Failures →

Customer service has reached a digital tipping point, according to the latest research from Aspect Software. Although speaking with live customer service agents on the telephone is still the most popular first point of contact for British consumers contacting customer service (27%), if given the choice of using one method of communication, two-thirds of us would choose text channels such as live chat or even Facebook Messenger. Continue reading New research from Aspect Software shows self-service and AI are redefining how consumers view customer service →

eGain, the leading provider of cloud-based customer engagement solutions announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org. Continue reading Consumers Say No to Chatbot Silos in US and UK Survey →

U.S. businesses want to capitalize on emerging technologies like machine learning and artificial intelligence, which have the power to revolutionize how companies operate. But the legacy technology tools businesses rely on may hinder or even prevent them from doing so. Continue reading Research: U.S. Businesses Not Ready for Machine Learning, Decision Automation →

A new report released today by Harvard Business Review Analytic Services in association with DXC Technology, the world’s leading independent, end-to-end IT services company, reveals that companies expect pressures from digital technology disruption to accelerate and intensify, yet worry that organizational inertia and resistance to change will hold them back. Continue reading Companies Anticipate Need for Massive Change to Win in Digital Economy →

New research from Clarizen, a global leader in collaborative work management software, shows 70% of businesses across the world have employees working from home and remotely – with the vast majority needing collaborative tools to ensure their workforces are coordinated in terms of tasks, objectives and priorities. Continue reading Clarizen research shows 70% of companies have staff working from home or remotely and need collaborative tools →