Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Video tutorials and transcripts. Video transcripts: Trint. Video Transcripts: Trint. Through transcripts, video content can be repurposed into other formats, such as knowledge bases.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

AWS Machine Learning

SEPTEMBER 8, 2022

In the source media files, there can be proper nouns, domain-specific acronyms, words, or phrases that the default Amazon Transcribe model isn’t aware of. Transcriptions for such media files can have inaccurate spellings for those words. Solution overview. Choose Create job to transcribe the audio file.

Analytics 72

Analytics Scripts SaaS Government 72

Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Data storage: Vast amounts of data are collected for big data analytics, which requires robust data storage solutions. How can you do this? This led to long resolution times.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Hodusoft

FEBRUARY 4, 2024

Transforming CX: A Glimpse into HoduSoft's Next-Gen Communication Solutions at the Digital CX Summit 2024 In today’s swiftly evolving digital communication landscape, customers have access to more information and options to choose from. They will provide live demos and information on HoduSoft’s advanced communication solutions.

Contact center software 52

Contact center software Contact Center CRM Analytics 52

AWS Machine Learning

JULY 19, 2022

With the power of AWS machine learning (ML) services such as Amazon Transcribe , Amazon Translate , and Amazon Polly , you can create a viable and a cost-effective localization solution. In this post, we review a localization solution using AWS ML services where we use an original English video and convert it into Spanish.

Engineering 84

Engineering APIs Education Best practices 84

Hodusoft

NOVEMBER 29, 2023

HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions.

contact center solutions 52

contact center solutions Contact center software Business Process Outsourcing Contact Center 52

OrecX

MAY 20, 2020

That's right, with poor quality audio capture, the transcription engine struggles to discern what was said by the customer and the agent, and the results are flawed. What's more, many audio capture solutions are proprietary and keep their recordings restricted from porting to transcription and analytics solutions.

Analytics 79

Analytics Engineering CRM Customer retention 79

Hodusoft

FEBRUARY 6, 2024

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms.

Telecommunications 52

Telecommunications Analytics Customer centricity CRM 52

OrecX

APRIL 22, 2021

In the world of contact center voice interactions, captured voice data has greater value when it can be shared in real time with transcription and speech analytics applications and then combined with ACD, IVR and CRM data. Versatility. Oreka AC ( Audio Capture ) supports: Remote site recording. Active recording (SIPREC, BIB, DMCC).

voip 79

voip APIs Upselling CRM 79

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). Methods for Ensuring PCI Call Recording & Transcription Compliance. Manual Filtration: Manually filtering recordings and transcripts is a process that takes place after calls take place.

Best practices 159

Best practices Call Center Banking Contact Center 159

JustCall

NOVEMBER 25, 2022

This is where utilizing transcription software plays a role. Here’s the list of the best tools for transcription that you can get on the internet. 11 Best Transcription App of 2022. A contemporary cloud phone solution for sales and support teams is called JustCall. Your audio costs only $1.25 Amberscript.

Sales 52

Sales Engineering CRM Technology 52

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. CXP 20 includes a modernization of self-service solutions by enabling voicebots on the platform.

Self service 118

Self service APIs Chatbots Engineering 118

AWS Machine Learning

JULY 6, 2022

Overview of solution. Our translator consists of three fully managed AWS ML services working together in a single Python script by using the AWS SDK for Python (Boto3) for our text translation and text-to-speech portions, and an asynchronous streaming SDK for audio input transcription. Implement the solution. Python 3.7+.

APIs 72

APIs Scripts Engineering Management 72

ProProfs Blog

JUNE 26, 2020

Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers. Once they receive a ticket, the agent (Assignee) is responsible for providing a solution while adhering to the Service Level Agreement. Chat Transcripts. Chat Button.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ProProfs Blog

DECEMBER 4, 2020

The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age. A lot of customers resort to social media platforms in case they have complaints with the brand. Challenges. Stage of Life. That’s not all.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

JustCall

OCTOBER 25, 2023

A customer, upon seeing your ad on social media, may connect with you over Messenger. Such an intertwined ball of communication channels and touchpoints calls for a single-tool solution to manage everything. The same customers would be treated differently across channels, and similar issues would receive different solutions.

call center software 52

call center software Contact center software CRM Call Logging 52

Lumoa

FEBRUARY 7, 2023

Customer Conversations: whether you’re talking to customers on the phone, over email, or through chat, the transcripts hold valuable information. Social Media : even if you aren’t listening, customers will be talking about you on social media and other websites.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ProProfs Blog

DECEMBER 17, 2020

What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? Well, understand that your operators need a unified chat solution that enables them to manage multiple chats and collaborate with other operators simultaneously.

Wait times 141

Wait times Management Customer Support Customer Service 141

Talkdesk

JULY 1, 2020

Or even if they do, voice over the internet (VoIP) requires a much stronger network for a high-quality interaction than messaging, email and social media do. Voice interactions cannot be mined for valuable data by traditional Business Intelligence (BI) systems as easily as omnichannel transcripts.

Contact Center 118

Contact Center contact center solutions Chatbots voip 118

DMG Consulting

APRIL 16, 2019

Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table.

Analytics 115

Analytics Enterprise Quality management Coaching 115

DMG Consulting

APRIL 11, 2022

Question: Can a surveying solution help us gather employee feedback as well as customer information? Surveying solutions, sometimes referred to as enterprise feedback management (EFM) applications, can be used to gain insights into the voice of the customer (VoC), and the voice of the employee (VoE).

Feedback 48

Feedback Surveys Enterprise Consulting 48

JustCall

MARCH 7, 2023

Instead, they prefer reaching out through multiple channels like social media, email, or live chat. With multichannel contact center solutions, you can quickly connect with your customers through whichever channel they choose. The digital revolution has changed the face of customer service. Most expect a rapid response.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

Nicereply

APRIL 17, 2023

LiveAgent LiveAgent is a cloud-based live chat software designed to help businesses manage customer support and communication across multiple channels , including live chat, email, social media, and phone. Social media integration. Here are some of the key features of LiveAgent: Live chat. Knowledge base. Multi-channel support.

Chatbots 52

Chatbots Multi-channel support Analytics Customer Support 52

OrecX

JUNE 30, 2020

"In software, an audio codec is a computer program implementing an algorithm that compresses and decompresses digital audio data according to a given audio file or streaming media audio coding format. This means your analytics results are the most accurate, based on crystal clear audio transcription. wikipedia).

Analytics 71

Analytics Consulting Consulting 71

Hodusoft

NOVEMBER 29, 2022

But after the introduction of the technology, customer service agents can handle customer interactions via a wide range of channels including phone calls, text messages, emails, live chats, and social media. But due to the rising competition, the market now is flooded with many types of contact center solutions.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

TechSee

MARCH 4, 2024

The same cognitive and integrated AI solutions that can automate account/billing issue research for agents, can be used to automate the entire customer experience. A single human agent can readily monitor multiple concurrent AI interaction transcripts. However, even at this early stage, there is a clear ROI.

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

DMG Consulting

MARCH 31, 2022

As self-service solutions can deflect a large percentage of inquiries and interactions from live service and sales resources, they provide an ideal method for improving the CX while reducing operating costs. Many of these voice-based self-service solutions were built more than 10 or 15 years ago, when the technology was limited.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

Creative Virtual

JANUARY 26, 2023

We’ve been having lots of discussions with our customers and partners, as well as internally, about how this can deliver value to businesses using our V-Person solutions. Is it possible to give GPT-3 a few chat transcripts as examples and let it work from them? This raises some difficult questions.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

CX Global Media

FEBRUARY 27, 2019

Here is an edited transcript of my interview with Jeff Epstein: Jim Rembach: Hey, this is Jim at the Fast Leader Show and Call Center Coach and I’m here with Jeff Epstein of Comm100. We have some new to supporting the chat channel and some experienced at chat. But success in both cases hinges on two key factors. Jim Rembach: Got It.

Contact Center 174

Contact Center Coaching Call Center Interactive Voice Response 174

VocalCom

MARCH 11, 2019

Social media comments. From Twitter to Facebook, social media channels are very popular—especially among millennial customers. Call transcripts. Hopefully, your company already reviews call transcripts during training sessions with contact center agents. Chat transcripts. Blogs and review websites.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

JustCall

APRIL 18, 2023

Since these teams directly impact revenue and brand reputation, you can assume how important it is to implement a powerful contact center solution. Ever since the pandemic, there has been an increased need for digital-first solutions and better customer experience. Check out its pricing here. Who is JustCall best suited for?

call center software 52

call center software Call Center call center solutions Enterprise 52

Expivia

JULY 11, 2023

The Evolution of Agent Assist At present, agent assist technology provides real-time transcription during customer calls, and prompts the agent about things like customer mood, timing of speech, and more. Imagine a ‘digital twin’ of your best agents.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

Hodusoft

APRIL 27, 2022

In the early 1990s, call centers faced the challenge of integrating voice with non-voice channels, while still maximizing their investment in voice-based solutions, including expensive interactive voice response (IRV) systems. Using social media (Facebook, Instagram, Twitter, etc.). Live website chat . Telephony via VoIP.

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 105

Clarabridge

AUGUST 1, 2018

Today we are thrilled to announce that Clarabridge is one of the first business solution providers for WhatsApp. Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging.

Customer Service 61

Customer Service Analytics Self service Contact Center 61

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. The template is a framework for setting goals, involving the right people, identifying solutions, and tracking progress throughout the process. Ready to dive in? This might mean some translation work on your part.

Feedback 94

Feedback Best practices Analytics Surveys 94

JustCall

APRIL 3, 2023

Even though Openphone is a popular solution, it can be expensive to implement. As a result, it becomes crucial to explore other solutions on the market with better features at a competitive price. It provides voice communication solutions that integrate with popular productivity and helpdesk tools. Call recording and voicemail.

Interactive Voice Response 52

Interactive Voice Response Enterprise Analytics call center software 52

Comm100

JANUARY 21, 2021

Every time a customer chats with an agent about their problem, the chat transcript is saved within the system. Customizable live chat with unlimited agents and chats – plus email, social media, SMS & knowledge base – all for free, forever! It is these differences that distinguish an ok live chat solution from a great one.

Surveys 98

Surveys Marketing Customer Support Sales 98