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How AI sentiment reveals what customers think before they say it
Unified Communications

How AI sentiment reveals what customers think before they say it

AI-driven sentiment analysis reveals customer feelings in real time, enabling contact centres to improve service quality and agent coaching effectively.

By Rod Lester • 4 min read • Fri, 29th Aug 2025
Mitel unveils AI-powered communication analysis solution
Customer Experience

Mitel unveils AI-powered communication analysis solution

Mitel has launched its AI-driven Mitel Interaction Recording Insights AI, aimed at automating communication analysis and enhancing business insights globally.

By Catherine Knowles • 3 min read • Fri, 11th Oct 2024
Tollring & Amity Solutions form strategic AI alliance
Customer Experience

Tollring & Amity Solutions form strategic AI alliance

Tollring inks a strategic equity alliance with Amity Solutions to enhance its voice analytics with Generative AI, aiming for global expansion.

By Kaleah Salmon • 3 min read • Wed, 7th Aug 2024
Parkerville charity embraces digital transformation with RingCentral platform
Customer Relationship Management

Parkerville charity embraces digital transformation with RingCentral platform

Parkerville Children and Youth Care transitions to RingCentral's unified communications-as-a-service platform, marking a significant phase in their digital transformation aimed at replacing all IT infrastructure hardware by 2024.

By Sean Mitchell • 3 min read • Tue, 2nd Apr 2024
Medallia unveils AI breakthroughs for personalised CX
Customer Experience

Medallia unveils AI breakthroughs for personalised CX

Medallia reveals four AI innovations at its Experience 24 conference, offering game-changing methods of personalising customer and employee experiences.

By Shannon Williams • 3 min read • Wed, 7th Feb 2024
Voice analytics market projected to reach USD 9.33 billion by 2030
Unified Communications

Voice analytics market projected to reach USD 9.33 billion by 2030

The voice analytics market is set to soar to $9.33bn by 2030, fuelled by growing use of voice recognition tech.

By Sean Mitchell • 3 min read • Wed, 18th Oct 2023
Q&A: Behavioural Cues discuss what's next for voice analytics
Unified Communications

Q&A: Behavioural Cues discuss what's next for voice analytics

Voice analytics has many familiar and established applications. One example is sentiment analysis used to improve customer service and call center operations.

By Sean Mitchell • 5 min read • Tue, 31st May 2022
Global mobile calling traffic declines for the first time in ever
Unified Communications

Global mobile calling traffic declines for the first time in ever

New report shows that international call traffic declined by 7% in 2020, continuing a downward trend since 2015.

By Ryan Morris-Reade • 3 min read • Tue, 25th Jan 2022
Q&A: Nemesysco explores the future of voice analytics
Unified Communications

Q&A: Nemesysco explores the future of voice analytics

Voice analytics could be the key to supporting employee wellness, according to Lior Doron, Director of HR Solutions at Nemesysco.

By Sara Barker • 7 min read • Fri, 20th Aug 2021
Red Box gains compliance boost with new partnership
Cloud Services

Red Box gains compliance boost with new partnership

By partnering with Global Relay, voice platform provider Red Box is improving the security of its offerings for high-value and risk voice data.

By Ben Moore • 2 min read • Wed, 13th Feb 2019
Adobe brings new AI-powered voice analytics capabilities to its cloud platform
Data Analytics

Adobe brings new AI-powered voice analytics capabilities to its cloud platform

It aims to let brands to deliver more personalised customer experiences and create brand loyalty through voice-based interfaces.

By Kai Ping Lew • 3 min read • Mon, 3rd Jul 2017