Big Data Analytics Creates Smart Contact Centers


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?

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.

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 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

4 Technology Trends that Transform Contact Centers


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.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)


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.

7 Digital Transformation Trends to Watch While You Digitize Your Business


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?

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

These 8 Technologies Are Transforming the Contact Center


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.

What does it really mean to optimize customer experience?


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 Customer is Changing: Decipher the Clues


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.

The 3 Contact Center Applications That Pay for Themselves


IVAs are self-learning; their intelligence is continually evolving based on data inputs from each new interaction. DMG defines robotic process automation as the use of software to process transactions, manipulate data, trigger responses, initiate actions, and communicate with other digital systems to automate the completion of high-volume, repetitive, and non-cognitive tasks. Thank you for your interest in DMG Consulting’s publications.

Data for the Sake of Data? Never!

CX Journey

Image courtesy of Pixabay "Data is just data until you do something with it," right? Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

Improving Profitable Call Center Metrics By Using Predictive Analytics


In today’s IoT (Internet of Things) landscape, analyzing big data is now a crucial factor that must be embraced by call centers for collections, customer service, and sales. This happens with hundreds of thousands of calls, each of which produces additional data.

Speech Analytics: Changing the Game for Contact Center Technology


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.

The Breadth of Customer Insight

CX Journey

In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. analytics big data customer experience data insights

The Biggest VoC Problem. and How to Solve It

CX Journey

The problem is all of the data that listening generates. The biggest problem with all of the data is that it doesn't get used. That's a big problem. analytics big data constituencies data voice of business voice of customer voice of employee voice of market voice of partner

The Challenges with Call Center QA Analytics

CSR Inc.

Surrounded by ever more powerful technologies, we are clearly living in the era of big data collection and analysis. Defining Call Center Analytics What, exactly, are call center analytics, and how do they impact call center QA?

Reality Check: Will Customer Journey Analytics Be the Next CRM?


Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is succeeding in driving investments in journey mapping and analytics to help companies understand what their customers and prospects are doing at every touch point. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below.

CRM 48

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

Big data, analytics, AI and IoT continue to be hot topics, and in this 2-part blog I argue that customer data is the new marketing battleground , and that analytics are the new weapons guidance systems.

B2B 163

Customer Segmentation in the Cognitive Age

Peter Lavers

Apparently, you’ve got to be a Data Scientist now before you’re allowed near an analytics tool! It also fuels the Data List Broking industry, which seeks to provide highly targeted prospect lists based on such characteristics. AI and Cognitive Analytics CRM Latest Thinking

Cloud-Based ACDs and Dialers Come of Age


This has been the case for the past 40 years, but now the vendors are adding analytics, big data, artificial intelligence (AI) and robotic process automation (RPA) to help companies work smarter instead of harder. For example, a customer does not want to wait while an agent/advisor types up their notes or copies and pastes data in multiple systems. Cloud-Based ACDs and Dialers Come of Age.

A Guide to Navigating the Digital Hype


Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice.

8x8 Awarded Seven New Patents Related to Truly Unified Communications


At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Patent and Trademark Office (USPTO) are: United States Patent number 9,699,226 titled, “Display dependent analytics,” awarded on July 4.

voip 48

How Data and Insight are Underpinning the Wimbledon Experience

Peter Lavers

Like most other sectors, sport has gone digital, omni-channel, big data, real-time, and customer empowered. The same data services the needs of many stakeholders. The IBM team systematically captures millions of data points covering every point of every tennis match.

SaaS 26

Want to improve Customer Experience? These are the 3 Technologies that you should be aware of!

Etech GS

For instance, data insights play a pivotal role in CX enhancement. However, customer experience data comes in the form of messy, unorganized datasets that need to be reformed into rational patterns to derive positive outcome. Big Data Analytics.

Turning Customer Interaction Data into a Competitive Advantage

Aria Solutions

Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level? In this blog, we will look at how one well-known company’s use of customer interaction data has become a key part of their success. A Modern-Day Romance: Big Data and Customer Journey.

Who's Your Customer Experience Custodian?

CX Journey

Big data/analytics are some of the key areas of investments marketers are recommending for businesses to differentiate. analytics customer experience journey mapping trendsWho is the customer experience custodian in your organization?

Tips for Designing a Closed-Loop Feedback Process

CX Journey

Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. There are many different ways to analyze the data.

Time for a Research Renaissance?

CX Journey

With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics. It seems that customer research is now often viewed as the poor relation to a more "modern" data analysis solution. analytics data insights market research

Embrace New Ways of Thinking in 2016

Beyond Philosophy

Predictive Analytics Are Key. Big data can be used to research past behavior. However, the data must include the emotional influences as well to be accurate, at least for predicting how a Customer Experience can influence future behavior.

5 Technologies That Reduce Customer Effort


Big data. Big data can be used in many ways to provide proactive service. In addition, big data can help brands understand their customers’ habits, such as buying preferences. Analytics. Speech and text analytics are essential for learning how customers feel. With the help of insights provided by big data, live chat may be used to reduce customer effort.

The 3 Hottest Trends Impacting Outsourced Customer Care


Data Analytics in the Contact Center. “ By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. ”. The most important place where these two factors join forces is in data analytics.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

The Next Act: The AI-Enabled Contact Center


These and many other technological and social innovations have been enabled by mega trends that include big data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart-device” generation), the gig economy, and of course, the cloud. The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center.

Technical Writer


Additionally, we were named a 2018 Cool Vendor in Analytics by Gartner, as well as one of "Charlotte's Best Places to Work" and the 2nd fastest-growing company in Charlotte by the Charlotte Business Journal. Do you want to join a fast-paced tech company? Stratifyd, Inc.

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. By Brad Baumunk , President and COO.