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For one, its AI that enables voice analytics technology to decode, analyze, and interpret voice data from customer interactions, enabling a deeper understanding of customer needs, behaviors, and emotions. See Calabrio ONE in action. Request a demo now.
However, as sentiment analysis tools have become more advanced, and contactcenters themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.
Managing People: Workforce Management in the ContactCenter Despite the digital transformation of contactcenters and the even more recent rise of artificial intelligence, contactcenters are still fundamentally fueled by human action.
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