Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Sentiment analysis: Customer sentiment analysis gauges the emotional content or tone of a conversation.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 77

Customer Service Contact Center Insurance Financial 77

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

AWS Machine Learning

OCTOBER 29, 2024

It also supports audio files so you have flexibility around the type of call recordings you use. Generated call transcripts and insights include conversation summary, sentiment, a list of logged actions, and a set of suggested next best actions.

Video 104

Video Sales Analytics Examples 104

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

NobelBiz

APRIL 20, 2020

This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change. As a result, call recording software plays a critical role within the contact center, and here’s everything you should know about it.

Call Recording 52

Call Recording Contact Center Software CRM 52

InMoment XI

DECEMBER 13, 2024

The analytical insights help improve customer satisfaction and retention. Features to Look for in Contact Center Dashboards Omnichannel Communication Sentiment Analysis Real-Time Call Transcriptions Integrations with Software Systems Visualization & Reporting Managing your contact center experience can be overwhelming.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Calabrio

NOVEMBER 18, 2024

Analytics Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS Share In Gartners 2024 Magic Quadrant for Contact Center as a Service (CCaaS) , a key message is clear: contact centers need modern, advanced tools to navigate todays challenges and keep their competitive edge.

Contact Center 130

Contact Center Analytics Call Recording Report 130

MiaRec

SEPTEMBER 24, 2023

Imagine you could listen to all your call recordings and pick out the ones in which customers mention the new marketing campaign. Or those calls in which customers demand a refund because their perishable dog food was delivered a day late again and is now spoiled. okay, you get the point.

Analysis 98

Analysis Call Recording Marketing Customers 98

CSM Magazine

MARCH 20, 2025

Advanced Enhancements Data Analytics and Reporting : Offers insights into agent performance, call resolution rates, and customer satisfaction to drive informed decisions. Predictive Dialer : Automatically dials numbers and connects calls to agents only when answered.

Call Center 52

Call Center Tools Self Service Contact Center 52

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Can we access extra analytics or reporting features? These features streamline operations and deliver superior customer experiences.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

NobelBiz

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data. Predictive Analytics Improve automation and elevate it with predictive analytics. This guarantees quality at every level.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

Thematic

JULY 15, 2024

Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. Here, we'll explain how conversational analytics works, the benefits and how to implement it in your business to improve customer experiences and make informed decisions.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. These tools dont just save timethey help call centers provide a smoother, more professional experience for both agents and customers.

Call Center 52

Call Center CRM Contact Center Analytics 52

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. Handle large call volumes with minimum downtime.

Call Recording 111

Call Recording Video System Communication 111

NobelBiz

JANUARY 28, 2025

Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. New KPIs for Performance in Call Centers Traditional metrics like FCR and AHT remain important, but emerging KPIs are gaining traction.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining. The following diagram illustrates the technical architecture.

Data 120

Data Knowledge Base Financial Groups 120

CX Journey

NOVEMBER 28, 2018

Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

ECXO

MARCH 24, 2024

Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers. 2. AI and Predictive Analysis AI, coupled with machine learning, enables predictive analysis, a technique that uses historical data to predict future outcomes.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156

AWS Machine Learning

SEPTEMBER 19, 2023

Technical challenges with multi-modal data further include the complexity of integrating and modeling different data types, the difficulty of combining data from multiple modalities (text, images, audio, video), and the need for advanced computer science skills and sophisticated analysis tools.

Financial 120

Financial Multi-Channel Marketing Analysis 120

NobelBiz

NOVEMBER 27, 2023

If you would like to learn more about the benefits of a VOIP solution, we highly recommend another one of our articles called “ Cost Savings of VOIP: A Comprehensive Analysis “ Discover how VOIP is revolutionizing call centers by reducing long-distance charges, minimizing hardware investment, and ensuring predictable monthly expenses.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

AWS Machine Learning

DECEMBER 21, 2023

In this post, we address four common use cases: Creating new call scripts Enhancing an existing call script Automating post-call tasks Post-call analytics Throughout the post, we use large language models (LLMs) available in SageMaker Canvas powered by Amazon Bedrock. Choose New chat and select Claude 2.

Contact Center 110

Contact Center Call Center e-support Knowledge Base 110

Pointillist

MARCH 1, 2019

In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. Employ Customer Journey Analytics Customer journey analytics What is Customer Journey Analytics? has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

NobelBiz

FEBRUARY 20, 2024

Here are the top reasons why VoIP is essential for call centers: RELATED ARTICLE Unveiling the Cost Savings of VOIP in 2023: A Comprehensive Analysis Lower Costs: VoIP calls are more cost-effective than traditional landline calls. Improved Customer Experience: VoIP systems enhance call quality and reduce call drops.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

AWS Machine Learning

NOVEMBER 22, 2023

Learn how to utilize your datasets using Amazon SageMaker and Amazon Bedrock as well as popular frameworks like PyTorch with AWS compute, storage, and analytics. See demos on how to build analytics dashboards and integrations between LLMs and Amazon QuickSight to visualize your key metrics. Reserve your seat now!

Innovation 128

Innovation Contact Center Training Industry 128

SurveySparrow

JUNE 25, 2024

AI-powered conversation intelligence to analyze sales calls No Jiminny Conversation intelligence and coaching for sales teams Yes Observe.ai Real-time call monitoring and agent evaluation Yes Salesloft Comprehensive sales engagement platform Yes CallRail Call tracking and analytics for marketing attribution Yes Convin.ai

Software 52

Software Tools Analysis Analytics 52

Pointillist

NOVEMBER 11, 2019

Also, a customer could call back within a few days with a different question not tied to their original call. Both of these common scenarios can skew an organization’s FCR analysis. During a call, they ask customers questions like “Did we solve your problem today?”

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Inbenta

MAY 7, 2021

Data collection and analysis will also be beneficial as you develop your sales channel strategies and decide which medium is best for your business. Customers may also find it more helpful to see a step-by-step guide or a video tutorial, rather than taking instructions via phone. It’s no use investing in tools that no one can use.

Customer Service 116

Customer Service Social Media How To Software 116

RapportBoost

OCTOBER 16, 2018

Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What are the similarities and differences between Conversational Commerce and Chat Analytics? Dan: Sure, and let us put as the intermediate phase the term Speech Analytics.

Multi-Channel 45

Multi-Channel Contact Center Analytics Call Recording 45

CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Call Experts

SEPTEMBER 15, 2023

The only way for companies to keep up with such expectations and continue moving in the right direction is with the following tools, which are excellent resources for a practical call-handling approach. Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

CSM Magazine

SEPTEMBER 26, 2022

Built-in micro-segmented analytics to track user engagement which helps create better sales scripts. Hubspot Sales Hub’s comprehensive capabilities make it one of the best cold calling software solutions available in the market. This service easily cuts the crap and lets you automate your general work in the cold calling.

Sales 52

Sales Tools Call Center CRM 52

NobelBiz

MAY 21, 2024

Call Queue Management Effective call queue management minimizes wait times and ensures that customers are attended to promptly, reducing frustration and enhancing the overall customer experience. Ongoing training is necessary to keep agents updated with best practices and evolving customer expectations.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52