Tethr

MAY 28, 2023

Analyzing conversations requires a new, more nuanced approach than that provided by traditional text analytics tools.

Analytics 89

Analytics 89

Customercount

NOVEMBER 10, 2020

Unstructured survey questions are where resorts will find the real answers when looking at their customer experience and the latest text analytics software can help uncover the true meaning. The post The importance of text analytics for timeshare resorts appeared first on CustomerCount.

Analytics 98

Analytics Surveys Customer Experience Feedback 98

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. DMG expects analytics-enabled quality management (AQM) to be one of the “next big things” in the IA market. Real-time guidance is another important and emerging use for IA solutions.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Concentrix

NOVEMBER 3, 2021

Learn about the text analytics function of ConcentrixCX as we showcase current visualizations and capabilities. The post ConcentrixCX Text Analytics Live Demo appeared first on Concentrix. Gain actionable insights to improve your VOC!

Analytics 62

Analytics 62

Concentrix

AUGUST 5, 2020

The post ConcentrixCX Text Analytics appeared first on Concentrix. Capture unstructured feedback and get AI-powered insights.

Analytics 71

Analytics Feedback 71

Concentrix

OCTOBER 19, 2021

To help you meet business goals and unlock insights from unstructured feedback, we have 10 tips to help you derive greater success from your text analytics investments. The post 10 Ways to Get More from Text Analytics appeared first on Concentrix.

Analytics 62

Analytics Feedback 62

Lumoa

JANUARY 23, 2018

These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Feedback arrives in other forms as well: pure text sent via various channels directly to the company, comments in social media, reviews in application stores and online stores etc.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Analytics 77

Analytics Contact Center Enterprise Consulting 77

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 88

Analytics Customer Experience Surveys Feedback 88

Customercount

JULY 5, 2019

Discovering the exciting world of text analytics and artificial intelligence with Keatext and CustomerCount. Continue reading → The post Reflections on a text analytics webinar appeared first on CustomerCount.

Analytics 74

Analytics 74

CustomerGauge

NOVEMBER 18, 2016

This is where text analytics comes into play. Text […]. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge. Or process all this data in a reasonable time frame? After you’ve done the foot work, sifting through all that data can feel like a daunting task.

Analytics 103

Analytics Feedback Surveys 103

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

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments.

Analytics 78

Analytics Customer Experience Feedback 78

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt. Text analytics help you to hear the real voice of the customer.”

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Customercount

NOVEMBER 7, 2019

Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes. Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount.

Analytics 58

Analytics Marketing 58

Customercount

MAY 2, 2019

Case Study: Breckenridge Grand Vacations uses Keatext text analytics and sentiment analysis to improve customer happiness. Continue reading → The post Text Analytics and CustomerCount reporting improves customer experience appeared first on CustomerCount.

Analytics 75

Analytics Customer Experience 75

Callminer

JANUARY 6, 2019

3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.

Analytics 182

Analytics 182

GetFeedback

OCTOBER 30, 2017

GetFeedback Text Analytics examines open-ended feedback in real time and surfaces the keywords and phrases that matter most, so you can spot trends faster.

Analytics 60

Analytics Feedback 60

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, (..)

Analytics 64

Analytics Feedback Management 64

PeopleMetrics

JULY 31, 2018

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. Then text analytics organizes all topics in a visual display, often in the form of a word cloud.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

LiveVox

NOVEMBER 3, 2022

The post Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? The impression a company receives about its customers could only be what agents convey. Customers may keep their opinion private to avoid conflict. This could leave companies in the […].

Contact Center 52

Contact Center Analytics Customer Experience 52

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. Generative AI is responsive and can generate high-quality text, images, responses, and content and utilize logic based on how it is trained.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics. Published on: August 30, 2017. Contraction resolution.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Clarabridge

OCTOBER 30, 2015

Just like your neighbor who gives out full-sized candy bars, this Halloween we’re giving out the good stuff: three solid tricks for picking out the right text analytics tools (plus an extra treat, because you look so cute in your costume). Look for the best NLP. Seek out omni-source capabilities. Search for flexibility.

Analytics 74

Analytics Feedback Accountability Surveys 74

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. There’s an avalanche of text data out there. That’s where text analysis, or text mining, comes into play. It’s about making a strategic leap, not just keeping pace.

Feedback 157

Feedback Analytics Multichannel Surveys 157

CCNG

JANUARY 3, 2024

Today, with advanced speech analytics tools within budgetary reach for many contact centers, monitor rates can be vastly improved for many key behaviors, even to 100% of interactions with surprising accuracy. For accuracy and sample size reasons, speech-to-text vs. phonetic transcription, especially in a regulated industry.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

ShepHyken

JANUARY 24, 2023

He talks about how companies can adapt to changing customer expectations by leveraging data and analytics. Text-based communication is an efficient way to manage a large influx of customer support requests. What are the advantages of text-based communication in customer service? The result could mean lost customers.

Transportation 161

Transportation Advertising Analytics Chatbots 161

Unymira

APRIL 22, 2024

Pega offers various text processing options. For example, to draw conclusions about the content of an email, the text must be analyzed. Pega provides text analytics tools to extract meaningful information from large volumes of data. Text can be analyzed and structured in multiple languages.

Analytics 52

Analytics Customer Service Consulting Consulting 52

DMG Consulting

FEBRUARY 7, 2018

Question: We are adding speech, text and desktop analytics solutions in our contact center. Answer: Helping agents understand how contact center analytics can contribute to their success is key. Speech, text and desktop analytics can empower agents and transform their work experience.

Analytics 48

Analytics Contact Center Scripts Feedback 48

AWS Machine Learning

MARCH 26, 2024

The next stage is the extraction phase, where you pass the collected invoices and receipts to the Amazon Textract AnalyzeExpense API to extract financially related relationships between text such as vendor name, invoice receipt date, order date, amount due, amount paid, and so on. Name==`InvoiceProcessorWorkflow-RulesTableName`].Value'

APIs 90

APIs Construction Analytics Enterprise 90

AWS Machine Learning

FEBRUARY 26, 2024

Large Language Models (LLMs) have revolutionized the field of natural language processing (NLP), improving tasks such as language translation, text summarization, and sentiment analysis. Embeddings are high-dimensional vectors that represent the semantic meaning of the text. Amazon Titan provides such models through Titan Embeddings.

Metrics 112

Metrics Big data Analytics Engineering 112

Calltools

MAY 3, 2023

Utilize Text Analytics Tools Are you analyzing agent performance with text analytic tools ? With text analytics, managers can assess the customer’s perception of their interaction with the contact center and identify sentiment trends for each agent and their workforce as a whole.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

AWS Machine Learning

MARCH 1, 2024

Semantic search helps provide answers based on the meaning of the text. Its performance relies on the quality of the word embeddings used to represent meaning of the text. However, the term “cost” might have synonyms such as “price,” so it will be better to use semantic search, which understands the meaning of the text.

APIs 109

APIs Finance Chatbots Enterprise 109