Another avenue into the enterprise contact center for Genesys. Last week Genesys announced a definitive agreement to acquire privately-held customer interaction analytics firm UTOPY. While financial ...

Businesses are swiftly grasping the value of data-driven insights in improving customer interactions and streamlining processes to help them personalize services, improve first-call resolution rates, ...

Grand View Research valued the worldwide contact center interaction analytics market at $1.9 billion last year and expects it to reach $5.8 billion by 2030, growing at a compound annual rate of 20.5 ...