Tethr

JULY 26, 2021

Visionary contact center leaders who have invested in unstructured data analytics have been primed to navigate the challenges of a post-pandemic world, improve the customer experience, and so much more. . Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year.

Analytics 115

Analytics Inbound sales Self service Contact Center 115

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

JustCall

JANUARY 5, 2023

Speech analytics software analyses live or recorded calls and interpret emotional indicators. Speech analytics software uses artificial intelligence to analyze spoken language similar to voice recognition software. What is Speech analytics? Significance of Speech Analytics. Some Best Speech Analytics Software.

Analytics 52

Analytics Coaching Call Center APIs 52

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Provana

OCTOBER 6, 2021

For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. Having said that, only malleable speech analytics solutions that quickly evolve as per customer preferences lead to better collection yield.

Analytics 98

Analytics Construction Call Center Accountability 98

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

JustCall

DECEMBER 7, 2022

Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics? Sales analytics is the process of generating actionable insights from the sales data.

Analytics 52

Analytics Sales CRM Metrics 52

AWS Machine Learning

DECEMBER 19, 2023

Customers can configure an AWS account, the repository, the model, the data used, the pipeline name, the training framework, the number of instances to use for training, the inference framework, and any pre- and post-processing steps and several other configurations to check the model quality, bias, and explainability.

Analytics 107

Analytics Engineering Government Best practices 107

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 99

Analytics Technology Banking Engineering 99

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Analytics 77

Analytics Contact Center Enterprise Consulting 77

CSM Magazine

JULY 24, 2021

But if you’re looking to make some changes, understanding the future of accounting can help you make the best decision possible. Accountancy software is already being used by thousands of businesses across the world and it shows no signs of going away. But it’s not just software that’s changing accountancy, it’s the internet too.

Accountability 52

Accountability Finance Banking outsourcing 52

Callminer

AUGUST 8, 2018

Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.

Analytics 182

Analytics Accountability 182

AWS Machine Learning

NOVEMBER 3, 2022

We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services. We highlight on how extracted structured data from IDP can help against fraudulent claims using AWS Analytics services. Amazon Redshift is another service in the Analytics stack.

Analytics 81

Analytics APIs Healthcare Big data 81

Customer Service Life

JANUARY 28, 2019

Thanks to advances in artificial intelligence, specifically natural language processing, and machine learning, the tide is beginning to turn as voice and chat analytics platforms are becoming more accessible, affordable, and insightful. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer.

Analytics 60

Analytics Coaching Engineering Contact Center 60

DMG Consulting

AUGUST 16, 2022

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line.

Contact Center 48

Contact Center Analytics Virtual Agent contact center solutions 48

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Using Customer Success Analytics to Take Action. This promotes efficiency.

Analytics 81

Analytics Enterprise Metrics Customer centricity 81

JustCall

APRIL 28, 2022

This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence. What is voice analytics? Voice analytics is the use of technology that can measure and analyze that same emotional content in a phone conversation with a customer. How does voice analytics work?

Analytics 52

Analytics Sales Customer Support Benchmark 52

JustCall

APRIL 28, 2022

This also includes investments in voice analytics , a big piece of the larger puzzle i.e. conversation intelligence. What is voice analytics? Voice analytics is the use of technology that can measure and analyze that same emotional content in a phone conversation with a customer. How does voice analytics work?

Analytics 52

Analytics Sales Customer Support Benchmark 52

Taylor Reach Group

AUGUST 26, 2020

Having an overall FCR number without knowing which contact / account was or was not an FCR is not helpful. The post Improving First Contact Resolution – An Analytical Model first appeared on The Taylor Reach Group Inc. Regardless of how FCR is measured, the key is the ability to relate results to the associated contacts.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Analytics can take many forms.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. They’ll receive $50,000 for their contact center.

Analytics 59

Analytics Average Handle Time Contact Center Employee engagement 59

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union. Thomson Reuters.

Analytics 59

Analytics Average Handle Time Contact Center Employee engagement 59

Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Call Center 182

Call Center Analytics Contact Center Accountability 182

Method:CRM

FEBRUARY 27, 2019

Those poor accountants. In fact, today’s accountants are far more than just number-crunchers — they’re leaders, strategists, technologists, advisors and business specialists. The accounting industry: (p)art of the deal. Accountants speak the language of business. For instance, look at large accounting organizations.

Accountability 61

Accountability Consulting Consulting CRM 61

DMG Consulting

FEBRUARY 12, 2019

AI, Automation and Analytics Drive Vast Improvements in Contact Centers. Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. Learn more at www.dmgconsult.com.

Contact Center 74

Contact Center Analytics Consulting Consulting 74

Monet Software

JULY 4, 2018

While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years. Normal.dotm.

Analytics 48

Analytics Government Contact Center Accountability 48

Revation Systems

MAY 7, 2018

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. So what is data analytics? One industry in particular, however, has untapped potential in terms of data analytics — regional banks.

Banking 48

Banking Analytics Accountability Surveys 48

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For more information on setting up your account, refer to the Genesys documentation. Save your configuration.

Chatbots 97

Chatbots APIs Self service Contact Center 97

AWS Machine Learning

MARCH 26, 2024

One area that holds significant potential for improvement is accounts payable. On a high level, the accounts payable process includes receiving and scanning invoices, extraction of the relevant data from scanned invoices, validation, approval, and archival. The second step (extraction) can be complex. An AWS Cloud9 environment.

APIs 94

APIs Construction Analytics Enterprise 94

PeopleMetrics

MAY 4, 2018

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. We help companies make sense of their CX data through hands-on analytical support and advanced machine learning solutions. As the old saying goes, hindsight is 20/20.

Accountability 48

Accountability Analytics Surveys Feedback 48

Monet Software

MARCH 5, 2018

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly. We could have told you that.

Analytics 48

Analytics Surveys Customer centricity Contact Center 48

Monet Software

MARCH 20, 2019

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Answers to all of them can be better achieved with desktop analytics. Where speech analytics is primarily customer-focused, desktop analytics delivers insight on your agents and your processes.

Analytics 54

Analytics Contact Center Government Banking 54