Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call.

call center software 210

call center software Call Center Contact Center Analytics 210

DMG Consulting

NOVEMBER 29, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The next step for the CBCCI vendors is the introduction of artificial intelligence, machine learning, natural language understanding and analytics into their solutions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. million in 2003 to approximately $1.7

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

Enghouse Interactive

OCTOBER 13, 2020

Enghouse’s experience has shown that by leveraging semantic analysis, and industry-specific linguistics, terminologies, phraseologies and other proprietary algorithms and processing, NLP can better identify what the customer is experiencing and then, it can propose a possible solution from a specific set of options.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 19, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 7 June 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Enghouse Interactive

FEBRUARY 9, 2021

Agent Analytics (28.4% Real-time agent analytics improve the ability to track agent response times and KPI’s. now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. planned, 48.4% planned, 38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities. Great Communication.

Call Center 98

Call Center Contact Center Chatbots Quality management 98

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. When using these methods, customer responses are collected with a dial pad or voice XML input.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

NobelBiz

AUGUST 3, 2021

If your answer is “No” to any of these questions then you have a plethora of productivity tools at your hands, and the most important ones are: IVR: (Interactive Voice Response): A solution aimed at increasing the quality and efficiency of your phone reception. The same holds true for the contact center industry.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Global Response

MARCH 1, 2022

Finally, let’s take the example of a business within the automotive industry. This business is marketing and handling large, expensive and often emotional purchases from customers who may have varying levels of expertise within the industry. Global Response’s human-centered, data-driven contact center solutions are here to help.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. When using these methods, customer responses are collected with a dial pad or voice XML input.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

Vonage

JANUARY 30, 2019

While all the featured trends are important, a few have the power to pivot our whole industry. In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. AI & Contact Centres.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Playvox

FEBRUARY 29, 2024

If you’ve been around for a bit, this isn’t the first time that you’ve heard everyone from analysts to industry insiders proclaim that soon we will replace the humans who are on the frontline of customer relationships. That’s not to say that IVRs cannot save companies significant amounts of money. per minute.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Enghouse Interactive

AUGUST 16, 2018

Automation and self-service – Customers today prefer to find their own answers and can use self-service solutions such as knowledge bases, mobile IVR, apps etc to resolve queries they may have without having to speak to an agent. Download the Contact Babel UK Customer Experience Decision Makers Guide .

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Serenova

AUGUST 11, 2020

During the past decade, contact centers have begun to adopt new technologies such as cloud-based CRMs, intelligent IVRs, chatbots and true omnichannel capabilities , further highlighting the need for robust agent training to ensure employees are adept at interacting with customers in a variety of modalities. Great Communication.

Call Center 52

Call Center Contact Center Chatbots Quality management 52

Enghouse Interactive

OCTOBER 27, 2021

Specifically, the best results have been seen when using Conversational AI – which combines Natural Language Processing (NLP), Machine Learning (ML), and Text Analytics. verbatims) within conversations, across all those communication channels.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JANUARY 13, 2021

With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 21, 2020

As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JULY 7, 2020

Protect Your Experts with Call Recording and Quality Management. For Contact Centers, the need for call recording is becoming more common regardless of industry.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JULY 29, 2021

If a company operates in a specific region or industry, applicable regulations can easily be understood and respected. But things can get exceedingly complex when the company operates in a highly regulated industry, across multiple regions, and/or internationally.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Aspect

NOVEMBER 13, 2017

With the contact centre largely removing the need for a face-to-face element, really listening to the customer has consistently been a challenge for customer experience managers. For customer experience managers, the influence of speech analytics upon a self-service strategy is not to be underestimated.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Enghouse Interactive

SEPTEMBER 1, 2020

These ever-changing external forces are now influencing customer expectations across all businesses, in every industry and at every level. while also improving the overall experience with industry-leading efficiency.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JULY 7, 2021

This is especially important for industries that must adhere to specific scripting and/or a wide range of regulations and when dealing with sensitive customer issues or needs. With the industry norm of only 5% of calls being listened to, the risks are becoming increasingly high for issues to be missed.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

MAY 27, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 52

Contact Center Self service Chatbots CRM 52

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

Hodusoft

NOVEMBER 29, 2022

Cons : Being a relatively new entrant in the market, it lacks the brand recognition that the heavyweights have. It has a speedy implementation time and it provides an entire gamut of services under one platform. The basic annual subscription plan is reasonable, which costs $49 per agent per month.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40