Jim Iyoob

Chief Customer Officer,
Etech Global Services​

Shawndra Tobias

Vice President, Customer Experience
Etech Global Services

Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the frontline team, being contact center agents, are the first line of defense.

In this modern era, pricing or products are no longer key differentiators, but rather, it is the overall experience provided by brands which make a remarkable difference for their customers. Technology helps organizations improve customer loyalty and customer experiences, without compromising on operational efficiency.

In this whitepaper, you will have an opportunity to learn about the impact of AI on different functional areas of contact centers, including:


The interactions between your customers and frontline team members contain invaluable insights that can empower your contact center to deliver better CX. Unfortunately, many organizations still invest their time in manually mining only a subset of customer interaction data, and in many cases do nothing at all.

Speech analytics is an incredibly powerful tool that is revolutionizing the way Contact centers are operating. It offers real-time visibility into the full customer lifecycle journey and agent responses, providing actionable insights. This helps to make well-informed decisions, and drive higher customer satisfaction and business success.


Our study on Improving CX and Contact Center Performance is a result of combined experience of over 70 years from our CEO, Matt Rocco and CCO, Jim Iyoob, while delivering exceptional customer experience for some of the leading brands in the world.

With the insights shared in this white paper, organizations can identify:

  • The impact of AI-Based speech analytics on various contact center roles
  • Evaluating speech analytics technology while considering future vision
  • Driving efficiencies and performance

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    Delivering Customer
    Experience That Matters

    Combining Human Intelligence with Artificial Intelligence to Delight Your Customers and Gain Market Share

    The Future of
    Contact Centers

    Leveraging People, Processes &
    Artificial Intelligence

    Quality Monitoring
    in a Contact Center

    Making Sure Your Contact Center Works for
    Your Business