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

CSM Magazine

OCTOBER 14, 2022

A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making. Decision engines use data and analytics to identify the best course of action in a situation. How Does a Decision Engine Work? A decision engine is a piece of software that makes decisions based on data.

Engineering 52

Engineering Service level Customer Service Wait times 52

OrecX

APRIL 14, 2020

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’.

Analytics 79

Analytics Engineering CRM Contact Center 79

AWS Machine Learning

MAY 5, 2023

To address the problems associated with complex searches, this post describes in detail how you can achieve a search engine that is capable of searching for complex images by integrating Amazon Kendra and Amazon Rekognition. Users may have to manually filter out unsuitable image results when dealing with complex searches.

Engineering 101

Engineering APIs Scripts Enterprise 101

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. And due to technical and operational innovations, many IA vendors are replacing their transcription engines with newer and more effective ones that improve the effectiveness of their own offerings.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

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

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

ConvergeOne

AUGUST 22, 2023

Learn the importance of hiring a data engineer and a data scientist for building a strong analytics team.

Analytics 52

Analytics Engineering 52

CSM Magazine

MAY 12, 2022

Reactive customer support is time-consuming and “behind the curve”; at its worst, it prevents support agents from owning and resolving tickets end-to-end, causing a spike in engineering escalations and further delays and disruption to internal teams and customers alike. The end result is frustration and dissatisfaction on all sides.

Analytics 59

Analytics Customer Support Engineering B2B 59

OrecX

MAY 4, 2020

Several speech analytics vendors are now offering their solutions as a service. So-called Speech Analytics as a Service (SAaaS) presents a unique opportunity for businesses to mine their customer interactions for business intelligence and customer insight without the significant capital outlays and time required with premise-based approaches.

Analytics 79

Analytics Engineering 79

DMG Consulting

OCTOBER 10, 2022

Outlook for Interaction Analytics. Interaction (speech and text) analytics is celebrating its 20 th year in the commercial market. While we talk a great deal about interaction analytics, the majority of “interaction” analytics used in contact centers today is still just speech analytics.

Analytics 48

Analytics Contact Center Enterprise Engineering 48

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

OrecX

MAY 20, 2020

Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording.

Analytics 79

Analytics Engineering CRM Customer retention 79

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. “BigChange now incorporates a powerful business information engine that pools from across a business, generating almost 14,000 points of data every minute.

Analytics 52

Analytics Finance CRM Engineering 52

Win the Customer

MARCH 7, 2023

One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning. The Role of Data Analytics Data analytics involves the systematic examination of data to extract meaningful insights. Furthermore, data analytics helps businesses track customer journeys.

Analytics 52

Analytics Personalization Customer Experience Chatbots 52

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 74

Analytics Engineering APIs Metrics 74

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

ConvergeOne

JANUARY 23, 2024

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience.

Healthcare 92

Healthcare Engineering Self service Analytics 92

Tethr

OCTOBER 15, 2020

We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides. First, the data sets involved in customer conversations tend to be massive and most text analytics engines, purpose-built to analyze small snippets of text, can be overwhelmed.

Analytics 63

Analytics Engineering Surveys Feedback 63

CallSource Insights

MARCH 19, 2019

More consumers than ever start their research online, with 81% of them conducting online research before buying and 60% starting their research on a search engine. Digital Marketing and Web Analytics. To implement an effective digital strategy, you need to track your digital marketing and web analytics. Web Analytics.

Advertising 72

Advertising Analytics Marketing Engineering 72

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

AWS Machine Learning

DECEMBER 7, 2023

In this post, we describe how we reduced the modelling time by 70% by doing the feature engineering and modelling using Amazon Forecast. The vast array of models and the sophisticated feature engineering capabilities offered by AWS Forecast proved more advantageous and optimized our resource utilization.

Management 103

Management Engineering Analytics Construction 103

SharpenCX

MARCH 25, 2021

Turns out, customer service analytics, including speech analytics, is one of the five technology trends in Gartner’s custom e r experience hype cycle this year. . That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

C3Centricity

MARCH 12, 2024

By leveraging data analytics, marketers can gain insights into customer preferences, behaviour, and purchase history, enabling them to tailor their messaging and offerings. The Role of SEO in Driving High-Quality Traffic Search Engine Optimization (SEO) remains a cornerstone strategy for driving quality traffic.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

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

AWS Machine Learning

FEBRUARY 26, 2024

About the Authors Bruno Klein is a Senior Machine Learning Engineer with AWS Professional Services Analytics Practice. He helps customers implement big data and analytics solutions. Rushabh Lokhande is a Senior Data & ML Engineer with AWS Professional Services Analytics Practice.

Metrics 115

Metrics Big data Analytics Engineering 115

AWS Machine Learning

DECEMBER 12, 2023

Thousands of engineers are being onboarded to contribute to this transition. Vodafone Digital engineering (VDE) invited Accenture and AWS to co-host an exclusive event at their annual DigiFest, a week-long event celebrating the scale of their global VDE teams, championing reusable apps and collaborative idea generation.

Telecommunications 106

Telecommunications Engineering Chatbots CRM 106

OrecX

OCTOBER 22, 2018

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value. With these approach restrictions, analytics accuracy hovers around just 70%.

Analytics 54

Analytics APIs Engineering Contact Center 54

REVE Chat Blog

MARCH 18, 2020

A simple way to judge its efficacy is through chatbot analytics, which can help you to measure the performance in relation to a predefined objective. Why chatbot analytics matter? . Information is the oil of the 21st century, and analytics is the combustion engine”. Chatbot analytics: User metrics.

Chatbots 81

Chatbots Metrics Analytics Banking 81

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

AWS Machine Learning

JANUARY 10, 2024

Specialist Data Engineering at Merck, and Prabakaran Mathaiyan, Sr. ML Engineer at Tiger Analytics. Tom is always learning new technologies that lead to desired business outcome for customers – e.g. AI/ML, GenAI and Data Analytics. This post is co-written with Jayadeep Pabbisetty, Sr.

APIs 102

APIs Construction Engineering Analytics 102

CallSource Insights

DECEMBER 28, 2018

Google Analytics classifies website visitors into the Default Channel Groupings which are the most common sources of website visitors to any website. When a website visitor navigates from web page to web page, information about their history is logged and made available to Google Analytics. Where did my website visitors come from?

Analytics 69

Analytics Marketing Advertising Engineering 69

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

REVE Chat Blog

MARCH 18, 2020

A simple way to judge its efficacy is through chatbot analytics, which can help you to measure the performance in relation to a predefined objective. Why chatbot analytics matter? . Information is the oil of the 21st century, and analytics is the combustion engine”. Chatbot analytics: User metrics.

Chatbots 77

Chatbots Metrics Analytics Banking 77