Technology is ubiquitous and is being positioned as the driving force behind innovation.

Artificial Intelligence machine learning, which gets smarter as it learns what we like and dislikes, not only enhances our personal lives, it also helps us in our jobs by automating processes that increase efficiency and improve market competitiveness and customer satisfaction.

Contact center quality assurance is one example of how AI can transform a mostly manual operational program into a fully automated and adaptive agent performance program that is proven to move the needle on customer satisfaction metrics.

This technology is now accessible to contact centers of all sizes via industry-first ENLIGHTEN Behavioral Models that provide unique insight from a massive data set by interpreting specific agent soft skill behaviors that influence customer sentiment.