Your contact center connects your business to your community, enabling customers to order products, callers to request support, clients to make appointments, and much more. When calls go well, callers retain a positive image of your brand, and are likely to return and recommend you to others. And the converse, of course, is also true. Naturally, you want to do what you can to ensure that your callers have a good experience. Contact Lens for Amazon Connect provides real-time supervisor and agent assist features that could be just what you need, but you may not yet be using Amazon Connect.

Mark was recently quoted by Greg Sterling of Search Engine Land in an article on the future of call analytics. Jana Baker: Mark, in the SEL article, How call tracking is becoming'conversational intelligence,' author Greg Sterling states that'marketers have only scratched the surface of what call analytics can do.' I'd like to explore what this means. Marchex has been a provider in the call tracking industry for over a decade, and has been a leader in this industry as it's evolved. Can you share your perspective on this point of view?

The term "AI" is everywhere these days. And it's often difficult to separate the marcomm from the actual martech. Invoca CEO Gregg Johnson assures me that the company's new Invoca Signal AI is the latter. He says that the company is bringing machine learning to call analysis for deeper customer insights. In contrast to many marketers' perceptions, there are more, not fewer calls being generated today via mobile devices.