What's New — July 2, 2025
Track real dollar cost of every conversation by agent hourly rate. Add Topics widgets to C-Level dashboards.
Olena Iosifova · 4 min read
Ender Turing blog · page 11 of 13
Blog archive, page 11.
Older posts on conversation quality, coaching, AI in customer service and the metrics customer-facing teams run on.
What's New — June 16, 2025
AI summaries are now searchable instantly. New "Is Summarized" filter helps you focus QA workflows on summarized or unsummarized conversations.
Olena Iosifova · 3 min read
Reimagining Call Center Monitoring: The AI-Driven Shift from Numbers to Real Insight.
AHT, FCR, and call volume tell you what happened — not why. AI-powered speech analytics unlocks intent, emotion, and patterns from 100% of conversations.
Marina Samo · 5 min read
Supercharging Genesys Cloud CX with Ender Turing
Genesys Cloud CX native reporting lacks AI-driven insights. Integrate Ender Turing for 100% call analysis, sentiment detection, auto-QA, compliance monitoring.
Marina Samo · 6 min read
What is Generative AI? And what is AI in general?
4 groups of AI for conversations: Human-Machine Communication, AI-Assisted Human-to-Human, Post-Conversation Automation, and Conversation Analytics.
Janae Waters · 19 min read
What's New — June 2, 2025
Download detailed XLS reports in seconds (was hours). Dedicated dispute comments column, reliable repeat caller analysis.
Olena Iosifova · 3 min read
What's New — May 16, 2025
Build your own KPIs with mathematical formulas — conversion rates, efficiency scores, weighted quality metrics — directly in dashboards.
Olena Iosifova · 3 min read
What's New — May 2, 2025
Completely reorganized menus, unified "Conversations" terminology, centralized AI model settings.
Olena Iosifova · 3 min read
What's New — April 16, 2025
Build custom executive dashboards for leadership with flexible grid layouts.
Olena Iosifova · 3 min read
What’s in Common Between a Contact Center Agent and an NFL Player
Both face slim odds of reaching the top (<1%), high burnout rates, intense performance metrics, and limited upward mobility.
Marina Samo · 9 min read
OTP Bank Case Study: how to boost customer experience in banking
30% of retail banking customers use contact centers. OTP Bank achieved FCR 81%→86%, NPS 47%→62%, AHT -25%, FTE -34%.
Elaine Iosifov · 8 min read
OTP Bank Case Study: Growth in the Sales Call Center
Cold calling dissatisfied customers yields near-zero conversion.
Marina Samo · 4 min read
Free for up to 5 agents
Read less, measure more.
Every conversation analyzed in seconds, quality on every call, answers you can ask for. Free plan with no expiry.