Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

Be Warned: You Can’t Rely On Big Data!

Beyond Philosophy

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not.

Big Data Boom: How to Capture and Leverage Insights

The Northridge Group

To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

Unfortunately, call recording wasn’t designed for the purpose of analytics and insight. The design of many recording platforms pre-dated the rise of AI-fueled speech analytics, which automatically transcribes and analyzes your call recordings. Don’t be a data hostage!

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Data Sources; Organizations Likely Missing. In this era of big data, we collect information from more sources than ever. But having access to data and effectively utilizing that data are two. of analytics solutions, many decision makers may be trying to cut through.

Big Data - Getting Smarter with Customer Engagement

Verint

Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Cloud ERP gives manufacturers more precise and real-time data. Big data is popular amongst business intelligence and analytics applications.

4 Ways Data Analytics Transforms the CX

The Northridge Group

advanced analytics Big Data Customer Experience data analyticsToday’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

Join Us This Summer for WebinarStock!

Callminer

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!

Big Data and Predictive Analysis: What Every Small Business Needs to Know

Abby Connect Virtual Receptionists

Big data is not just for the big companies. Big data has been around for quite some time, but it may seem like an elusive jargon to you. With explosion of real-time data applications, it is but obvious that a huge amount of data is accumulated in various applications. Large businesses were quick to realize the value of this treasure trove and deployed various data analytics techniques to discover trends and gain insights

The Analytical Leader: Understanding Customer Experience Requires Thick Data

CX Advantage Walker

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data.

PSAP, Meet Big Data

Customer Interactions

Many other sensors and data sources will probably also be routed to PSAPs, such as LPR, gunshot detection, hazmat alerts, weather alerts, telematics, and even social media. While these sources of Big Data hold a lot of promise, they will create major challenges too. This ability to correlate different data sources is where Big Data technologies will play a role.

5 Benefits of Collecting Metrics to Identify Common Contact Reasons

Callminer

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. Actionable analytics is key. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel.

Demystifying Big Data's Next Conquest: Physical Security

Customer Interactions

Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers.

Are Smart Things Really Smart?

C3Centricity

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. 4/21/2017. By Donna Fluss. Introduction. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Breaking Big: Teradata Believes We are in the Internet of Analytics vs #IOT

Natalie Petouhof

Tweet Teradata announced two new breakthrough software capabilities that empower business users to uncover and operationalize the insights hidden within Internet of Things (IoT) data. Even more difficult is integrating the IoT data with business operations and human behavioral data.

4 Technology Trends that Transform Contact Centers

Ansafone

24-7 call center Ansafone Contact Center AI analytics artificial intelligence automation big data statistics tech. Advancements in technology have revolutionized how companies interact with customers.

Mintigo: Advanced Predictive Analytics for Marketers

Natalie Petouhof

Not Your Grandfather’s Predictive Analytics: Using the power of predictive analytics, Mintigo discovers your ideal customer profile, targets the prospects with the highest propensity to buy, and engages them with the right message through the right channels. Mintigo provides predictive analytics for both Marketo and Eloqua. Data includes thousands of attributes such as technologies in use, social influences, department sizes, and firmographic data.

The Big Data Challenge/Opportunity: What it Means for Security

Customer Interactions

But for the most part, we are also in a constant state of data overload. Organizations are similarly challenged by the overflow of Big Data from transactions, social media, records, interactions, documents, and sensors. But the ability to correlate and link all of this data, and derive meaningful insights, can offer a great opportunity. Improved Coordination While analyzing big data is critical, being able to share that information is equally important.

Firstsource Leverages Analytics to Set New Benchmarks

Verint

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

Cross-Channel Analytics Transforms the Enterprise

OvniSource - Ovniblog

Cross-channel Analytics Delivers Customer Engagement Management OnviSource recently announced a new cross-channel analytics, enterprise-wide solution called OnVision. The post Cross-Channel Analytics Transforms the Enterprise appeared first on OnviSource. big data contact center customer experience customer satisfaction enterprise social media speech analytics text analytics workforce optimization analytics cross-channel analytics enterprise analytics omni channel analytics

Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics

Natalie Petouhof

That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important.

Halloween Scares & Solutions for Marketing

C3Centricity

Big data and analytics, with how they will impact predictive modelling and the marketing mix. Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Knowing what to do with data. SCARE : We have gone from an information rich environment to complete data overload. Start with the right question and then use the data you have to answer it. (>> Tweet this <<).

These 8 Technologies Are Transforming the Contact Center

DMG

Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. The success of speech analytics demonstrates how good technology accompanied by best practices is a winning formula for companies that can afford the investment. Customer journey analytics. Thank you for your interest in DMG Consulting’s publications.

The Customer is Changing: Decipher the Clues

NICE Systems

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. There is so much value in “small” quality management data. A great place to start is speech analytics. for speech analytics.

Debunking Natural Language Processing: Detecting Events

Clarabridge

Customer Experience Technology Uncategorized big data Natural Language Processing NLP text analyticsFor many people, September 19 is a remarrrrrkable occasion for which pirate memes and puns abound.

Trusting Self-Service Analytics: Teradata and Alation Partner to Build Better A Application

Natalie Petouhof

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . Teradata will re-sell the Alation Data Catalog to Teradata customers and prospects struggling to achieve trust in data – in those data environments that have grown more complex with big data. . Brand need to evaluate their strategy on using data to increase revenue and decrease costs.

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience? Artificial Intelligence Big Data Contact Center Management Customer Experience Digital

The Power of Voice Analytics

Spearline

With many millions of customer conversations happening each and every day, voice traffic is very much “big data” offering a world of insights to those who choose to look deeply. Voice analytics can also alert management to what is not being said.

What does it really mean to optimize customer experience?

Nuance

Customer experience big data call center analyticsWin in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

i] Dual-task interference in simple tasks: Data and theory. Tweet The need for customer experience to improve is not a myth. In fact, here’s why.

What’s the difference between customer journey mapping and customer journey analytics?

DMG

Question: What’s the difference between customer journey mapping and customer journey analytics? Customer journey analytics (CJA) solutions, which frequently include journey mapping as a capability, take it a step further. CJA solutions include big-data capabilities that capture, measure, analyze and evaluate the quality and outcome of the customer (or prospect) experience for all customer-facing self-service and agent-assisted interactions, channels and activities.

7 Digital Transformation Trends to Watch While You Digitize Your Business

Jive

We’ll see the Internet of Things affecting offices, allowing remote access to valuable data. Big Data. The Internet of Things is expected to generate more data than we could possibly process—an estimated 600 zettabytes by 2020. Your competition is going digital. Are you?

Speech Analytics: Changing the Game for Contact Center Technology

NICE Systems

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent.

Driving Holistic Customer Engagement Excellence

Verint

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

Natalie Petouhof

Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches. Tweet.

Sales 70

A 5-Step Introduction to Journey Analytics

Clarabridge

One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. To map them, it leverages millions of data points across customers, channels, and touchpoints ” – McKinsey. 1- Gather the data.

#OracleCloud Summit 2016 Trends, Updates & News

Natalie Petouhof

MY POV: My overall take away is that Oracle has built / are building the most comprehensive cloud offering – Data as a Service (DaaS), Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (Iaas).