How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

Customer Experience customer data customer experience customer intelligence data analytics sentiment analysis VoC voice of the customerWhat do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles?

Sales, Marketing and Enterprise Uses of Interaction Analytics

DMG Consulting

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. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest. Interaction analytics should be used to conceptually “measure the pulse” of a company’s customers and reduce the risk of social media mistakes, which are costly to a brand.


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Enterprise Uses of Speech Analytics (whitepaper)

DMG Consulting

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors?

The Transformational Value of Interaction Analytics

DMG Consulting

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. IA HELPS CREATE AN AGILE ENTERPRISE.

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

of analytics solutions, many decision makers may be trying to cut through. IDC estimating enterprises will spend in excess of $2 trillion in 2019 on. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. WITH USING ANALYTICS?

5 Leading Augmented Reality enterprise use cases


Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies. New Augmented Reality enterprise use cases are constantly being discovered. Business leaders should focus on those that offer real value and can make significant and lasting impacts on their organizations, such as field services, logistics, training, user manuals and immersive analytics.

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.

Nuance rated highest-scoring for enterprise-class intelligent virtual assistants


Opus Research released its annual Decision Makers’ Guide to Enterprise Intelligent Assistants—which, for the fourth year in a row, has named Nuance the highest-rated vendor. The post Nuance rated highest-scoring for enterprise-class intelligent virtual assistants appeared first on What’s next.

Guest Blog: Six Ways Predictive Analytics Enhances Customer Relations


This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. With the rise of machine learning, predictive analytics is becoming the status quo. Here are 6 ways predictive analytics can enhance customer-related interactions: Targeting Warm Leads.

Current Status of Speech (and Text) Analytics

DMG Consulting

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting.

Top Three Characteristics of a Connected Enterprise

CSM Magazine

What does it mean to be a Connected Enterprise and does it really matter? Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Top 3 characteristics of a Connected Enterprise.

The Power of Voice Analytics


Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. Uniquely, “voice analytics” analyses the intonation, syllable stress, tempo, pitch, etc.

Emotion Analytics is at the Heart of Customer Experience Innovation


And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. That’s why emotion analytics represents a ‘secret weapon’ for any business looking to get ahead by getting inside the heads of their customers.

MLOps foundation roadmap for enterprises with Amazon SageMaker

AWS Machine Learning

As enterprise businesses embrace machine learning (ML) across their organizations, manual workflows for building, training, and deploying ML models tend to become bottlenecks to innovation.

Conversation Analytics leader Tethr secures $15 million in funding [PR]


Tethr, the leading AI-powered conversation intelligence platform for listening enterprises, has announced a $15 million funding round led by IAG Capital Partners. Tethr has been at the forefront of innovation in the conversation analytics market over the past five years.

The Evolving Capabilities of Conversation Analytics

Noble Systems

Of course, the applications at use in the enterprise far outstrip the consumer-grade technology of an Amazon Echo or a Google Home. In fact, speech analytics has become so advanced in the enterprise that it has evolved into what is known as conversational analytics.

Comparing Enterprise Chatbots with Basic Chatbots


Fully-featured enterprise chatbots offer various functionalities to meet users’ expectations, and may be a better choice even in a comparatively simple application. Enterprise chatbots can be specifically and finely tailored to requirements. Analytics and Continuous Learning.

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics


Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]. The post What Is Voice Analytics?

Digital Selling is for the Whole Enterprise


The entire enterprise serves the customer, so it only makes sense for the entire enterprise to embrace the digital-selling experience. Digital Selling for the Whole Enterprise. Let’s take a look at what it means to extend this concept to other areas within the enterprise.

7 Speech Analytics Mistakes That Can Cost You Big

CX Global Media

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. At the event he conducted a workshop about Speech Analytics and he graciously shared with me his observations about what occurred during that workshop. Speech Analytics Mistake #1 : Being driven by misconceptions.

2018 Enterprise Service Goals

DMG Consulting

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. As seen in Figure 1, the top 10 enterprise servicing goals for 2018 are: Delivering an outstanding CX. Improving customer journey mapping and analytics.

Gain Deeper Insights into Company Data with Enterprise Search

CSM Magazine

Enterprise search provides the solution to this, rendering business data as easily accessible and searchable as a web search. Many enterprise search solutions therefore make this task simple, by coming with pre-built connectors for hundreds of different data sources and formats.

A 5-Step Checklist for Mastering Enterprise AI

CSM Magazine

At EBI.AI, we have spent over six years working closely with our customers to implement conversational AI projects for a wide range of organisations including retail, local government and multi-national enterprises. Artificial Intelligence is here to stay but how do you turn hype into reality?

Achieve enterprise-grade monitoring for your Amazon SageMaker models using Fiddler

AWS Machine Learning

Without enterprise-class model monitoring , your models may be decaying in silence. Through model monitoring, model explainability, analytics, and bias detection, Fiddler provides your company with an easy-to-use single pane of glass to ensure your models are behaving as they should.

Speech Analytics and AI Is a Winning Combination

DMG Consulting

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. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

The best contact center reporting and analytics tools on the market [Guide]


Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard.

5 Reasons Enterprises Should Invest in Mobile Marketing

CSM Magazine

Enterprises that plan to integrate mobile marketing into their current campaigns must invest in mobile platforms to gain a competitive edge. For large enterprises, partnering with a mobile messaging specialist like can make the process much easier.

A Connected Enterprise – 3 Ways to Turn Theory into Practice

CSM Magazine

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software


Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. The post 22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software appeared first on CallMiner. Call Center Best Practices Speech Analytics

Every Enterprise Should Have Call Center Software


There is no reason to not have call center software in your enterprise particularly when it is available as a hosted, pay as you go option. Better analytics So, what is the quality of your interactions? The post Every Enterprise Should Have Call Center Software appeared first on.

What’s Stopping You From Becoming a Connected Enterprise?

CSM Magazine

In our last two articles, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. By eliminating data silos and combining departmental forces, Connected Enterprises can enjoy far higher levels of workforce and customer engagement than their peers.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics


But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. Take this opportunity to do a “gut check” about the culture in your office and within the enterprise as a whole. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken.

Introducing AI into the Enterprise


Contact centers that understand the tremendous benefits to be had from advanced analytics will likely be the same ones that lead the pack in introducing Artificial Intelligence into the contact center. These driving principles apply whether using AI or just advanced analytics. In companies that take analytics seriously, there’s already a pervasive understanding and set of expectations about the power of analytical tools.

8 Essential Capabilities You Need for Interaction Analytics


Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.

6 Factors for an effective Enterprise Customer Success Management!


So, as an enterprise, you’d require an ‘ Enterprise Customer Success Management ‘ system in place! Many softwares are widely available and it becomes important to choose one that is compatible with the enterprise domain. Enterprise-Customer Association.

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report

DMG Consulting

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. What: Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report. MEDIA ALERT.

Speech Analytics: Using Your Customer Intelligence to Create a Better CX

Noble Systems

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. What is Speech Analytics? Uses of Speech Analytics.

Moving VOC to the center of the enterprise once and for all


AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. AI-powered speech analytics produce an abundance of actionable insights that upgrade business performance across all parts of the enterprise.

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. Genesys and Microsoft Working Together: The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing customer journeys, as well as how Genesys and Microsoft are working together to enable collaboration between contact center agents and employees across the enterprise.

Scouting Report: Speech Analytics Enters Its Next Act — Maturity

DMG Consulting

Scouting Report: Speech Analytics Enters Its Next Act — Maturity. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed.