“Sentiment analysis is the ultimate listening tool. Brands that don’t use it are missing out on what their customers truly feel.” This quote by well-known serial entrepreneur and media professional Gary Vaynerchuk perfectly sums up the growing importance of sentiment analysis in customer interactions. That’s because customers may say one thing but their underlying feelings […]

In an era where customer expectations are constantly evolving, Internet Service Providers (ISPs) must not only deliver fast and reliable connectivity but also provide outstanding support experiences.  As AI reshapes digital service delivery, ISPs that invest in smart, scalable architectures will gain an edge in delivering seamless, responsive support. In particular, supporting contact center operations […]

The history of contact centers dates back to the early 1900s. They were called call centers back then. As the name suggests, they handled calls only. The calls were made via Public Switched Telephone Network (PSTN). The early call centers were powered by Private Automatic Branch Exchange (PABX).  PABX were switchboards that connected several devices […]