Advantage Communications

JUNE 3, 2022

One technology that helps them do that is speech analytics. Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements.

Call Center 52

Call Center Technology Customer Service Contact Center 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.

Contact Center 48

Contact Center Airlines 2021 Communication 48

Think Customers

NOVEMBER 25, 2019

In the contact center space, interaction analytics, also known as speech analytics, provide organizations with 20/20 vision on their customer interactions and a path for action to enhance them. But as speech analytics adoption continues to grow, organizations may rush to implement the technology while overlooking key benefits.

Contact Center 64

Contact Center Average Handle Time Metrics Insights 64

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Innovation 52

Innovation Contact Center 2021 Magazine 52

Talkdesk

JANUARY 16, 2018

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.

Call Center 40

Call Center Net Promoter Score Magazine Contact Center 40

Talkdesk

JANUARY 16, 2018

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.

Call Center 40

Call Center Net Promoter Score Magazine Contact Center 40

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. You Still Need Analysts.

Contact Center 49

Contact Center Technology Multi-Channel ROI 49

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment.

Contact Center 81

Contact Center Return on Investment Webinar Roadmap 81

InMoment XI

JANUARY 12, 2024

Audio Transcription: Audio data is typically transcribed into text using speech-to-text technology. Analytics and Reporting: Conversation intelligence platforms can aid in contact center analytics and reporting features that summarize key metrics, trends, and insights derived from the analyzed conversations.

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Emotion Analytics for a Unified Customer View: AI tools can analyze the emotional state of customers and agents with speech analysis.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

NICE inContact

MAY 10, 2016

Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results. Or are there?

Contact Center 49

Contact Center Insights Customer Insights Management 49

Advantage Communications

MARCH 17, 2021

Did you know that, according to Microsoft , 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

Customer Service 98

Customer Service Customers 98

InMoment XI

DECEMBER 29, 2022

John Lewis, who has served over the past few years as InMoment’s Executive Chairman, brings deep expertise in the information services and software analytics sectors, as well as significant experience transforming and scaling rapidly growing businesses. 2 InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022.

2022 260

2022 2023 B2B 2021 260

BlueOcean

DECEMBER 18, 2023

But if that standard of sampling was the horse and buggy of our past, conversational analytics platforms are the Ferrari of QA today. The contact center world has been talking about AI and machine learning, especially in the area of speech analytics, for a long time. Conversation analytics platforms make that possible.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

TechSee

APRIL 21, 2021

AI-Based Prediction of Customer Behavior via Speech Analytics. Thanks to structured data analysis, predictive analytics can now be performed by extracting information from massive amounts of data and using it to predict trends and future behavior patterns, such as customer churn. Will AI in call centers replace agents?

Call Center 136

Call Center 2021 Innovation Contact Center 136

TechSee

MAY 21, 2019

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. Happy people whistle.

Innovation 137

Innovation Customer Experience Contact Center 2024 137

InMoment XI

NOVEMBER 2, 2022

Whether it be different font sizes, text-to-speech options, or modified touchscreen shortcuts, designing for accessibility is something that needs to be done throughout the design process. By bringing audit and guest feedback data together, InMoment’s prescriptive analytics automatically generated two improvement priorities for each location.

ROI 493

ROI Return on Investment Airlines Call Center 493

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

2018 256

2018 2014 Measurement Retail 256

COPC

JUNE 9, 2023

examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Understanding Generative and Analytical AI in CX To fully understand the spectrum of AI in the CX industry, it is helpful to categorize AI into two primary types: generative AI and analytical AI.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

Magellan Solutions

FEBRUARY 14, 2024

Latest technology – Large outsourcers invest heavily in analytics, CRM, speech recognition, and other tools to optimize the patient experience and provider operations. Outsourced HIM experts can efficiently handle EHR systems, eDiscovery requests, release of information, and health data analytics. This raises satisfaction.

Call Center 98

Call Center Healthcare Hospitality Insurance 98

CSM Magazine

JUNE 23, 2022

Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies.

Call Recording 96

Call Recording Interaction Information Customers 96

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. If you want to improve customer satisfaction, focusing on a platform that offers great personalization and real-time analytics might be best. Evaluate features. Consider customization options.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Customer Interactions

JULY 7, 2015

As companies become more aware of the importance of understanding the customer journey, they are embracing speech analytics solutions to help them analyze the vast amounts of data that come from customer interaction. In addition to providing insight into the customer journey, speech analytics solutions offer a number of other benefits.

Customer Journey 28

Customer Journey Sales Insights Interaction 28

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics.

Insights 91

Insights Contact Center White Paper Return on Investment 91

Upstream Works

DECEMBER 20, 2022

Automated speech recognition (ASR) is an important contact center use case for AI. Noise suppression blocks out audio that is not human speech. This is where predictive analytics come into play, and you can expect to see more of this in 2023. To illustrate, here are three examples. Noise Suppression. Workflow Automation.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

TechSee

MAY 19, 2021

Predict the Future with Data Analytics. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty. Strengthen Customer Relationships with Emotion Analytics.

2021 159

2021 Technology Customer Service Competitive Advantage 159

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI. Our Mission. Testimonials.

2022 126

2022 White Paper Contact Center Innovation 126

SurveySparrow

JULY 31, 2023

The answer lies in the realm of voice of customer analytics. In this comprehensive guide, we’ll explore the ins and outs of this cutting-edge discipline, shed light on its numerous applications, and equip you with the knowledge to build a successful voice of customer analytics program. What is Voice of Customer Data Analytics?

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

TechSee

FEBRUARY 2, 2022

Data Analytics. Using AI-driven predictive analytics tools, companies can draw insights from end-to-end customer data to track, predict, and personalize the customer’s journey, with the ultimate goal of boosting brand loyalty. Emotion Analytics. In today’s digital age, companies can get a 360?

Call Center 124

Call Center 2022 Technology Social Media 124

CSM Magazine

JUNE 10, 2021

Tagging contacts correctly – while this process can be automated with speech analytics, if agents correctly tag each call in their After Call Work (ACW), the contact centre can track how often a problem reoccurs. Then, make it clear that these contacts are not rare occurrences.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

Eptica

NOVEMBER 26, 2021

Tags: Outsourced Call Centres, Call Billing, Cloud Contact Centre, Knowledge Vase, Real-time Speech Analytics, Voice of the customer, VoC Categories: Best Practice.

2025 121

2025 Customer Service 2021 Blog 121

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.

Fashion 52

Fashion Insights Interaction Customers 52

CSM Magazine

AUGUST 8, 2023

VoE tools such as speech analytics dynamically capture how agents are feeling and are a powerful way to collect indirect feedback, such as signs of frustration or fatigue. Ask agents what would make a positive difference to their working lives—don’t assume you know.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation.

Call Recording 74

Call Recording 2020 Technology Customer Journey 74

Think Customers

JANUARY 10, 2024

Analytics is another compelling use case because it’s more mature and low risk. AI-driven conversational analytics, speech analytics, and other analytics that provide insights to customer conversations are invaluable because they illuminate new ways to improve the experience.

Contact Center 52

Contact Center Healthcare Banking Webinar 52