Ansafone

JANUARY 3, 2019

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. The cloud has changed everything, and that brings us to Big Data.

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Beyond Philosophy

SEPTEMBER 25, 2017

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. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Big Data does provide useful insights in certain contexts.

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The Northridge Group

MAY 9, 2018

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? advanced analytics Big Data management consulting Program Management Project Management

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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.

Analytics

TELUS International

SEPTEMBER 15, 2020

Understanding the nuances of each area of data specialization is key in order to best utilize and leverage them to their full potential. Discover the differences between data science, big data and data analytics and the functions they perform.

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Hero Digital

FEBRUARY 20, 2020

This, in a nutshell, is prescriptive analytics. For a long time, the field of data and analytics was focused on describing what happened — how many customers bought the product, what they looked like, how many came back, etc. Are those data sources up to date?

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Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. If you ask us, though, the best customer experiences today are supported by customer journey analytics. The Need for Customer Journey Analytics. As companies move forward in today’s age of rapid tech innovation, they must be armed with the right data strategy.

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Contact Center Pipeline

FEBRUARY 16, 2022

Big data analytics is about to explode, marking a watershed moment for contact centers. Here are a few fast facts about the big data explosion: Between 2010 and […]. Sponsored Posts Strategic planning Technology analytics big data customer experience CX

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Etech GS

JULY 31, 2019

Call centers generate data like no other department within a company. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the number of calls managed per shift provides valuable information for departmental and company management. How Can Companies Use All This Data? Unstructured data: Unstructured data can be defined as “information, in many different forms, that doesn’t hew to conventional data models.”

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Verint

MAY 29, 2015

Speech Analytics Contact Centers Text Analytics Desktop and Process Analytics Workforce Optimization Customer Service Customer Experience Analytics Big Data fraud prevention customer engagement optimization employee engagement Customer journeys contact center workforce optimization Real-time guidanceCan you remember the last time you experienced a customer service call that actually left you satisfied?

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CSM Magazine

MAY 20, 2021

Fine-tuning this part of your customer experience is best achieved through the use of big data. Developing and properly deploying data sets will provide you with a clear path forward to inspire your customers and improve the terms of purchase. Using modern data.

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Aspect

AUGUST 26, 2019

There is information everywhere: in your ACD , WFM, CRM, quality management, recording, surveys, speech analytics and self-service systems. As new customer engagement channels become popular and better speech and text analytics tools come into use, we are faced with an inexorable rising tide of available information. Powerful data analysis and visualization tools help analysts traverse this massive body of information to extract the most important insights.

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Natalie Petouhof

JUNE 16, 2016

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. Big data technology is evolving and it is changing application systems that have long supported them; it has given challenges and great opportunities.

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The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers.

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The Northridge Group

SEPTEMBER 13, 2018

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. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.

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VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences. Speech and text analytics. Web analytics. Web analytics can be used to understand customer behavior on numerous channels.

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Customer Interactions

SEPTEMBER 12, 2013

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.

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Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue.

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Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Responsible for mining and interpreting data that will be used as a basis for improving the company’s performance.

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Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

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Customer Interactions

JANUARY 23, 2014

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. Many Physical Security firms have latched onto the Big Data buzzword. The further up the pyramid, the closer they are to a true Big Data solution.

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DMG Consulting

MAY 22, 2017

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.

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C3Centricity

MAY 25, 2020

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. The Current Situation with Data.

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Natalie Petouhof

AUGUST 25, 2015

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.

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The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. Leveraging data analytics to improve FCR rates is critical for achieving this objective. Northridge’s data-driven Root Cause Analysis process.

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CX Advantage Walker

APRIL 11, 2018

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. The post The Analytical Leader: Understanding Customer Experience Requires Thick Data appeared first on CX Advantage.

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Customer Interactions

MARCH 11, 2013

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.

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Ansafone

DECEMBER 27, 2018

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. Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like.

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C3Centricity

MARCH 15, 2018

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. The Current Situation with Data. Data is everywhere and most organisations are drowning in it! And this can only be done by asking the right questions of your data and information.

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Callminer

AUGUST 23, 2018

Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though. Once you’ve collected the data, you need to do something with it if you want to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key. To get a well-rounded view of customers, contact centers need to collect and analyze data from every channel.

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Natalie Petouhof

OCTOBER 20, 2015

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. Teradata Aster® Analytics on Hadoop make it possible to intelligently listen in real-time and then use analytics to see the distinctive patterns in massive streams of IoT data. Even more difficult is integrating the IoT data with business operations and human behavioral data.

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Callminer

APRIL 19, 2020

Big Data represents a major opportunity for companies to turn all this readily available data into business intelligence and transform decision making

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Spearline

FEBRUARY 8, 2022

With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. This data offers insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call.

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Verint

JULY 28, 2017

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.

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AWS Machine Learning

NOVEMBER 17, 2022

Data underpins ML and AI use cases and is a strategic asset to an organization. For a unified ML experience, you can use Amazon SageMaker Studio , which offers native integration with AWS Glue interactive sessions to perform feature engineering at scale with sensitive data protection.

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OvniSource - Ovniblog

MARCH 2, 2016

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

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NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly.

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DMG Consulting

AUGUST 17, 2017

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.

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Calabrio

MAY 3, 2016

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. One option is to hire a team of highly trained data scientists to dig through the data. If you’re in the midst of data deluge, here’s how integrated analytics can help.

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