AWS Machine Learning

NOVEMBER 22, 2022

In this post, we describe an approach for analyzing the overall sentiment of customer feedback in near-real time (a few minutes). We also demonstrate how to understand the different sentiments associated with specific entities in the text (such as company, product, person, or brand) directly from the API. Financial institutions.

APIs 67

APIs CRM Feedback B2C 67

Fonolo

NOVEMBER 13, 2018

For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. It’s a hub of ideas, inspiration, and industry connections for customer service executives.

Customer Service 108

Customer Service Contact Center Education Engineering 108

AWS Machine Learning

SEPTEMBER 9, 2022

This is Part 2 of a series on using data analytics and ML for Amp and creating a personalized show recommendation list platform. The platform has shown a 3% boost to customer engagement metrics tracked (liking a show, following a creator, enabling upcoming show notifications) since its launch in May 2022. Solution overview.

Personalization 71

Personalization APIs Engineering Metrics 71

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Customer centricity Construction 40

AWS Machine Learning

OCTOBER 6, 2022

To classify and extract information needed to validate information in accordance with a set of configurable funding rules, Informed uses a series of proprietary rules and heuristics, text-based neural networks, and image-based deep neural networks, including Amazon Textract OCR via the DetectDocumentText API and other statistical models.

APIs 71

APIs Banking SaaS Engineering 71

CSM Magazine

MARCH 27, 2023

But – and granted the official launch never mentioned any features or capability directly related to customer experience (CX) – it got me thinking none-the-less, could this be the latest disruptive AI capability for our industry ? ’ About the Author Stuart Dorman is Chief Innovation Officer at Sabio Group.

Customer Service 52

Customer Service APIs Analytics Technology 52

Hodusoft

MAY 17, 2024

Key standards like the Computer-Supported Telecommunications Application (CSTA), the Java Telephony API (JTAPI), the Telephony Server API (TSAPI), and the Telephony Application Programming Interface (TAPI) normalized CTI interfaces. Lucent and IBM played significant roles, but startups like ZTEL also contributed innovative solutions.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Xaqt

FEBRUARY 4, 2020

How to Reduce Your Customer Support Costs by 85% and Take Your Customer Experience to the Next Level with a Conversational IVR That Integrates With Any CRM or Ticketing System. Maybe these efforts have helped to reduce call volume, but for a variety of reasons, a large percentage of your customers are still going to call.

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

Hodusoft

MAY 10, 2024

Furthermore, virtual contact center solutions are designed to enhance the customer experience by providing seamless omnichannel support across voice, email, chat, and social media platforms. Since agents work remotely, they can continue to provide customer support even if a physical office becomes inaccessible.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Tethr

JANUARY 18, 2019

For example, Five9 – one of the leading cloud-based call center platforms – provides an open API that enables the sharing of call audio and metadata with Tethr’s leading AI-powered voice analytics platform. Now, the ‘open’ nature of cloud-based platforms enables robust interaction between systems.

Enterprise 48

Enterprise Outbound sales Call flow APIs 48

Lumoa

JUNE 23, 2021

Source: Gartner These developments are in keeping with Gartner’s Hype Cycle for Customer Service and Support Technologies , which identified five solutions that would take customer experience in the future. The post CCaaS Trends: The Evolution of Cloud Contact Centres appeared first on Lumoa.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Pointillist

SEPTEMBER 10, 2020

This is often the case because marketing campaign management systems typically contain data from a limited set of customer interactions that marketing controls, primarily web and email. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Eptica

NOVEMBER 28, 2018

Achieving this within Eptica is straightforward, and our open APIs also mean it is easy to achieve a holistic view of the customer to ensure that data is removed from every system. As my colleague Lenka discussed in last week’s blog , we’ve focused on sharing best practice, helping customers meet the May deadline.

Best practices 66

Best practices APIs Personalization Analytics 66

Xaqt

FEBRUARY 6, 2020

Back then, Artificial Intelligence, APIs, Robotic Process Automation (RPA), and even "Big Data" weren't things yet. The topics de jour were web services, service orientated architectures (SOA), Computer Telephony Integration (CTI), SIP was coming of age, and analytics for the sake of analytics. technologies were first emerging.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

AWS Machine Learning

NOVEMBER 16, 2023

One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency. Wioletta Stobieniecka is a Data Scientist at AWS Professional Services.

Healthcare 87

Healthcare Government Engineering APIs 87

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Thursday, July 25th Customer Experience.

Contact Center 28

Contact Center Telecommunications Analytics Employee engagement 28

JivoChat

MAY 10, 2023

If some unforeseen event prevents you from delivering an order or delaying the delivery, get in contact as quickly as possible with the customer, apologize, and provide solutions to solve this hustle. Keep Improving There are always opportunities to improve your work and enhance customer experience, and sell more as a consequence.

Analytics 75

Analytics Sales Accountability Marketing 75

Talkdesk

MAY 17, 2016

Talkdesk for Slack offers call center teams a new way to use internal communications to improve the customer experience. Customer Sentiment Score. Our platform is designed to be open, intelligent and mobile: Talkdesk’s Reporting API gives users complete access to their data for deeper analysis. Platform Updates.

APIs 40

APIs Call Logging call center software Call Center 40

Whitepages Pro

MARCH 15, 2019

Join us at MRC Vegas for a series of events Tuesday, March 19 through Thursday, March 20. I’m moderating a panel with focused on the challenges of a pure accept/reject model; frictionless payments via mobile app; quantifying the cost of a bad customer experience; and more.

APIs 40

APIs Analytics Marketing Management 40

Fonolo

APRIL 2, 2019

Enterprise Connect included a panel featuring: Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics. Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. Bonus: Here is Rowan last week on Mad Money with Jim Cramer. Call Center Panel from Enterprise Connect.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

FEBRUARY 19, 2018

But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. Business Context.

Customer Experience 111

Customer Experience Analytics APIs Chatbots 111

AWS Machine Learning

MARCH 14, 2024

In this post we highlight how the AWS Generative AI Innovation Center collaborated with the AWS Professional Services and PGA TOUR to develop a prototype virtual assistant using Amazon Bedrock that could enable fans to extract information about any event, player, hole or shot level details in a seamless interactive manner.

Engineering 98

Engineering APIs Technology Finance 98

AWS Machine Learning

MAY 14, 2024

With Amazon Bedrock, you can easily experiment with and evaluate top FMs for your use case, privately customize them with your data using techniques such as fine-tuning and Retrieval Augmented Generation (RAG), and build agents that run tasks using your enterprise systems and data sources. Here, we use the on-demand option.

Chatbots 88

Chatbots Feedback Engineering Entertainment 88

Cincom

MAY 8, 2024

How CCM Software Streamlines Communication Customer communication management (CCM) software is a centralized suite of tools to develop, manage, and optimize digital and print communications across channels. This optimization loop ensures customers receive the right message via the right medium according to their history and preferences.

Best practices 52

Best practices Metrics Education CRM 52

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Analytics 43

Analytics Metrics Government Journey mapping 43

Upstream Works

MARCH 21, 2019

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

CallSource Insights

OCTOBER 3, 2018

If you’re a smart marketer, you’re already using Google Analytics to aid in your marketing decisions. But sometimes Google Analytics reports can get overwhelming. What makes a report in Google Analytics Important? Google Analytics reports are overkill for any business that does not have their important questions written down.

Analytics 70

Analytics Benchmark APIs Metrics 70

aircall

MAY 15, 2017

Through the API , the customer was able to connect their contact database to Aircall and thus gained updated contact information for every incoming calls they answered. As their operations became more complex, they also wanted to use advanced analytics to pilot their teams and make the best organisational decisions.

Sales 88

Sales Accountability Engineering APIs 88

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file).

call center software 98

call center software Call Center APIs Contact Center 98

Comm100

OCTOBER 19, 2022

It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience. Your chatbot should be simple to use and provide a pleasant customer experience for your visitors.

Chatbots 91

Chatbots APIs Analytics Upselling 91

AWS Machine Learning

SEPTEMBER 22, 2022

Today, we’re excited to announce the new synchronous API for targeted sentiment in Amazon Comprehend, which provides a granular understanding of the sentiments associated with specific entities in input documents. The Targeted Sentiment API provides the sentiment towards each entity.

APIs 65

APIs Contact Center Feedback Analytics 65

Cincom

MAY 8, 2024

CCM platforms also often integrate document automation tools that assemble customized documents like contracts and statements by pulling modular content components into templates. The document automation tool pulls text, images, and other elements from the CCM library based on data inputs to generate documents tailored to each customer.

Analytics 52

Analytics Enterprise Best practices Personalization 52

CSM Magazine

APRIL 7, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, is launching a new AI-powered platform aimed at simplifying the management of customer interactions across multiple channels. “That’s where Sabio Console flourishes and has been designed with flexibility and scale in mind.

Customer Experience 52

Customer Experience Transportation Virtual Agent APIs 52

CSM Magazine

MAY 14, 2024

By offering flexible integration options and enabling customers to leverage third-party solutions through APIs and SDKs, Avaya delivers superior outcomes while providing customers the freedom to innovate and customise their experience, building on top of what already works for them.

Healthcare 52

Healthcare Enterprise Analytics APIs 52

AWS Machine Learning

NOVEMBER 22, 2023

And although generative AI has appeared in previous events, this year we’re taking it to the next level. Generative AI is empowering developers to reimagine customer experiences and applications while transforming virtually every industry. Reserve your seat now!

Engineering 108

Engineering Best practices APIs Government 108