Making Sense of Wireless Technologies from 5G to LTE-M and Beyond

airespring

This group, originally established in December of 1998 by AT&T Wireless and Nortel Networks, today unites 7 telecommunications standard development organizations, including: for Japan (ARIB & TTC), for USA (ATIS), for China (CCSA), for Europe (ETSI), for India (TSDSI) and for South Korea (TTA). 3GPP sets the standards, or Releases for all mobile wireless worldwide. Our desire for faster, better, cheaper wireless is never-ending.

Making Sense of Wireless Technologies from 5G to LTE-M and Beyond

airespring

This group, originally established in December of 1998 by AT&T Wireless and Nortel Networks, today unites 7 telecommunications standard development organizations, including: for Japan (ARIB & TTC), for USA (ATIS), for China (CCSA), for Europe (ETSI), for India (TSDSI) and for South Korea (TTA). 3GPP sets the standards, or Releases for all mobile wireless worldwide. Our desire for faster, better, cheaper wireless is never-ending.

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Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Using a computer algorithm that identifies common themes or topics by scanning and grouping customer comments, text analytics provides an unprecedented ability to make sense of and take action on large volumes of unstructured customer feedback.

Understanding Customers – Beyond the Analytics

Clarabridge

Use them for all the good you can, and then go beyond the analytics to show empathy and build relationships. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. The post Understanding Customers – Beyond the Analytics appeared first on Clarabridge. By Jeannie Walters, CEO and Founder of 360Connext. Understanding customers is a tricky thing and will continue to be. You know why?

8 Insightful Customer Journey Analytics Examples and Use Cases

Pointillist

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world?

What does a Smart City look like? We’re defining it with a new partner

Avaya

It brings systems together for the safety of citizens and uses the power of analytics to suggest alternate routes to travelers who have installed the application, using an API from a mapping application. Networking communications systems networking security Smart City wireless solutionsThe city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers.

Maximizing the value of your data science investments

Tethr

Consider this in a conversational analytics setting. Maybe it’s a wireless company looking for customer feedback about a new product feature the company has just rolled out. Data scientists are tired of being bogged down by your organization’s lower-value tasks.

You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

An ideal way to identify these causes is to examine Interaction Analytics data. This can include outtakes from your speech, text and/or social analytics. They work just as well with data and voice communications and are equally accessible from wired and wireless devices. If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”.

Meraki: A Retail Organization Use Case

ConvergeOne

Further, the CTO is looking for security, switching, and wireless infrastructure that can be managed via a centralized, cloud-delivered dashboard. Open seating and meeting rooms require wireless access. Video analytics and monitoring would be highly beneficial for security purposes.

The Secret to Success in IoT: Microsoft Partner ICONICS Shares It’s IoT Cloud Experiences

Natalie Petouhof

Ubiquitous mobile wireless communications. Powerful data analytics. ICONICS works with Microsoft to deliver cutting-edge tools for infrastructure, mobility and analytics, on a Microsoft Azure cloud platform that reduces capital investment and dramatically expands data storage and processing capabilities. Tweet What is the Internet of Things (IoT)? The Internet of Things (IoT) is a hot topic these days.

See You at Customer Contact Week in Las Vegas

Callminer

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! and Cristopher Kuehl VP Client Insights & Analytics Sitel will discuss how by analyzing all your customer conversations–whether they are over the phone, email, chat or social–you can unlock the intelligence needed to attract, delight and retain customers.

We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

By looking at your journey maps, analytics and feedback metrics with a fresh eye towards understanding why customers leave you and not just why they stay, you’ll see patterns and specific places in the journey that seem to have a bigger exit door than others. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. Customer Experience Customer Feedback journey analyticsBy Jeannie Walters, CEO and Founder of 360Connext.

Extract Actionable Insights

Enghouse Interactive

With the overnight transition to Work from Home (WFM), Remote Agents, widely diverging support requirements, unlimited intermixing of telecom, ISP’s and wireless providers to support your employees… how do you best manage the chaos? Understand Your Costs – React in Real-Time.

Blindspot! What Can’t We See When Examining the Customer Journey?

Clarabridge

She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. Customer Experience customer journey journey analyticsBy Jeannie Walters, CEO and Founder of 360Connext. Understanding and overcoming common blindspots in the customer journey. You’ve dedicated yourself to understanding your customers better! Fantastic! Maybe you’ve become a survey savant or customer experience evangelist. But what if you’re missing something?

We’re Losing Customers, Even When We Don’t Talk About It

Clarabridge

By looking at your journey maps, analytics and feedback metrics with a fresh eye towards understanding why customers leave you and not just why they stay, you’ll see patterns and specific places in the journey that seem to have a bigger exit door than others. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others. Customer Experience customer experience journey analyticsBy Jeannie Walters, CEO and Founder of 360Connext.

ESG Surpasses Annual Records in Three Quarters

Education Services Group

Grew employee base by 18% quarter-over-quarter, adding skills such as project/program management, digital content and automation, operations, analytics, and Customer Success management. Wireless networking global leader.

No Fault Found Returns: a Supermassive Black Hole for Retailers

TechSee

billion across the 4,500 retail websites tracked by Adobe Analytics. According to recent research on consumer behavior, everything from coffee machines and smart TVs to wireless routers and drones were on the chopping block last year.

We Can Help With That!

City Communications

Here are some of the main issues we can help with: Download 1 Pager Connectivity Internet, MPLS, Fiber, Coax, Wireless Business connectivity from over 150 carriers nationwide to provide internet access and to connect locations together.

Guest Blog: Moving Past The Fairy Tale – 5 Examples of Great Service

ShepHyken

Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. Matt has worked in the Martech sector for the last 17 years, serving in a variety of senior product management, marketing, and analytics roles. He speaks regularly at marketing & analytics events, is an active supporter of the American Red Cross, and a 15-year member of the Society for American Baseball Research (SABR).

Changing Customer Experience with the All New Webex Contact Center [WEBINAR]

Cisco - Contact Center

Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Her professional accomplishments include authoring multi-client market research studies in the areas of contact centers, enterprise telephony, data networking, and the wireless market.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

The 6 Most Outdated Myths About Outsourced Customer Service

Vcaretec

These are myths that have been propagated for decades - you’ve likely heard many of them before - and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care.

Customer retention in the telecom industry – new thinking

TechSee

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers.

Meet Hero at Sitecore Symposium 2018

Hero Digital

Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? 8am Dolphin, Southern 2 “Why Aren’t You Using Sitecore Analytics?” Emerging trends. Thought leadership. Customer experience. Just a few reasons why Hero Digital is excited to be a gold sponsor at Sitecore Symposium this year.

How to Set Up a VoIP Phone at Office (or Home)

JustCall

They can answer some common questions like how to install VoIP , how to connect VoIP phone to wireless network , and how to connect VoIP phone to router. This process – often referred to as phone number porting – can be done between wireline, IP, and wireless providers.

voip 52

Seven technologies to improve customer service in SMBs

Vonage

And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Speech and text analytics. Speech analytics is changing this, making it how the customer answers, rather than what they answer, the key to confirming their identity. Wireless and mobile. Which technologies really can improve customer service?

Welcome to the All New Webex

Cisco - Contact Center

The Webex Wireless Phone. Webex Control Hub serves as command central for management, provisioning, analytics, trouble shooting and advanced capabilities, which allow organizations to ensure their systems are secure, their employees are connected, and their data is safe.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

One of the more actionable and accurate definitions of benchmarking I’ve seen goes like this: ‘Benchmarking is a strategic and analytical process of continuously measuring an organization’s products, services and operating methods against best practices of recognized leaders (inside or outside of the company’s business areas) for the purposes of improving performance results.’ Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

The Vcare Top 50 Customer Care Influencers

Vcaretec

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there.

Build an air quality anomaly detector using Amazon Lookout for Metrics

AWS Machine Learning

The architecture consists of three functional blocks: Wireless sensors placed at strategic locations to sense the concentration level of carbon monoxide (CO), sulfur dioxide (SO2), and nitrogen dioxide(NO2) in the air.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

One of the more actionable and accurate definitions of benchmarking I’ve seen goes like this: ‘Benchmarking is a strategic and analytical process of continuously measuring an organization’s products, services and operating methods against best practices of recognized leaders (inside or outside of the company’s business areas) for the purposes of improving performance results.’ Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Navigating the next frontier in emergency response communications

Customer Interactions

The FirstNet initiative, for example, aims to bring high-speed, wireless broadband communications to first responders across the United States, ensuring they have a system independent of public networks to handle their needs through all types of disaster. Video used to overwhelm wireless networks, but as capacity catches up, video will be one of the most important tools for first responders. Video analytics can provide a real-time look into events in progress.

The worst question a service rep can ask a customer

Tethr

In the book, we profiled one organization—a Canadian wireless carrier—that put a team of business analysts to the task of analyzing a year’s worth of call and transactional data to try to figure out why customers would call them back repeatedly. Today, we have the ability to use AI and big data analytics to listen and understand at scale—effectively delivering the benefit that a team of business analysts would deliver, but without the cost or time required to do the work manually.

What is VoIP? An Ultimate Guide to VoIP Phone System (2022 Updated)

JustCall

You can even use it from Wi-Fi hotspots or other wireless networks when you’re traveling. Bypassing the legacy phones, VoIP phones are wireless and can be accessed via multiple devices including mobile phones, desktops, and laptops. Analytics.

voip 52

All You Need to Know About VoIP Phone System: A Complete Guide

JustCall

You can even use it from Wi-Fi hotspots or other wireless networks when you’re traveling. Bypassing the legacy phones, VoIP phones are wireless and can be accessed via multiple devices including mobile phones, desktops, and laptops. Analytics.

voip 52

All You Need to Know About VoIP Phone System: A Complete Guide

JustCall

You can even use it from Wi-Fi hotspots or other wireless networks when you’re traveling. Bypassing the legacy phones, VoIP phones are wireless and can be accessed via multiple devices including mobile phones, desktops, and laptops. Analytics.

voip 52

Building Customer Trust – with the Citizen at the Heart of the GDPR Experience

CSM Magazine

Analytics of customer data is getting more complex. He has held various directorships with Cable & Wireless, Vodafone and O2. More recently, Keith was Vice President, Marketing & Strategy for technology start-up IP Wireless where he helped grow the business over five years, culminating in a successful acquisition of the company by General Dynamics. Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming.

Ready To Eliminate Recontacts? Stop Asking This Question.

Tethr

Today, we have the ability to use AI and big data analytics to listen and understand at scale—effectively delivering the benefit that a team of business analysts would, but without the cost or time required to do the work manually. “Have I fully resolved your issue today?”.

Customer Journey Measurement: The Essential Guide

Pointillist

Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call. Some enterprises rely on customer journey analytics solutions to aggregate and integrate customer data, making it easier to measure omnichannel journeys in real time. Wireless customers want to stream content, play games and work or learn from home without interruptions. By Steve Offsey.

How to Build a Culture of Customer Experience Management

Answer Dash

While it’s true that using multiple metrics will help you get a clearer and more multifaceted picture of how you’re doing, make sure your analytical capacity and your collection capacity are in line with one another.