Calabrio

MARCH 4, 2025

How Conversation Intelligence Works The core of conversation intelligences functionality is taking call recordings and running this data through speech-to-text AI models, then analyzing text-based data from emails, chats, surveys, social feeds, and more to make sense of the context of the conversations.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

AWS Machine Learning

OCTOBER 16, 2024

This serverless processing pipeline is built around Amazon Transcribe, which processes the call recordings and converts them from speech to text. Frontend and API The CQ application offers a robust search interface specially crafted for call quality agents, equipping them with powerful auditing capabilities for call analysis.

Customer Service 89

Customer Service Contact Center Insurance Financial 89

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

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. What is the process of call recording?

Call Recording 52

Call Recording Contact Center Software CRM 52

Calabrio

MARCH 22, 2025

Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.

Contact Center 130

Contact Center Management Strategy Call Center 130

AWS Machine Learning

OCTOBER 29, 2024

To increase efficiency, reduce the load, and gain better insights, this solution looks at how to use generative AI to analyze recorded videos and provide employees with valuable insights relating to their calls. It also supports audio files so you have flexibility around the type of call recordings you use.

Video 112

Video Sales Analytics Examples 112

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

Calabrio

APRIL 11, 2025

Call Recording Disclosures: Ensuring agents properly inform customers when calls are being recorded, as legally required. Best for: Developing soft skills (empathy, de-escalation), practicing call flows, handling difficult customer types, and applying product knowledge in a low-risk environment.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

InMoment XI

DECEMBER 13, 2024

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 transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

SurveySensum

OCTOBER 29, 2024

Insights can be gathered from multiple sources like email, phone calls, social media, etc, and with the help of contact center analytics data can be consolidated from all these channels to gain a complete picture of the customer journey. Predictive Analysis This analysis uses historical data to make data-driven forecasts about future events.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

MiaRec

OCTOBER 9, 2024

Using Voice of Customer (VoC) insights gleaned from your call recordings delivers valuable data to create the best self-service experience for them. Did you know that 62% of millennials and 75% of Gen-Z customers almost always prefer self-service to contacting customer support? On the contrary!

Self Service 59

Self Service Analysis Call Recording Contact Center 59

Calabrio

NOVEMBER 18, 2024

By integrating call recording and Voice of the Customer data, our analytics tools enable detailed performance analysis and provide actionable feedback for agents and bots alike. As conversational AI bots become increasingly central to customer interactions, evaluating their effectiveness is crucial.

Contact Center 130

Contact Center Analytics Call Recording Report 130

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 19, 2024

Call Recording and Storage Calls should be automatically recorded and stored for the purposes of quality assurance and training and compliance to guarantee that the necessary standards are met. Transcription and Analysis You can save time because automatic transcription of calls works for you.

Contact Center 52

Contact Center Call Center Self Service Chatbots 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.

Data 137

Data Knowledge Base Financial Groups 137

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. These capabilities are increasingly important as organizations seek to make many of their WFH policies permanent.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

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

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. Setup call forwarding to avoid missing important calls.

Call Recording 111

Call Recording Video System Communication 111

NobelBiz

JANUARY 28, 2025

New KPIs for Performance in Call Centers Traditional metrics like FCR and AHT remain important, but emerging KPIs are gaining traction. Consider using role-playing exercises and call recordings to reinforce best practices and build agent confidence.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can come from outside sources such as social channels, product review sites, or other online communities. It can even be in the form of free text responses in surveys.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

NobelBiz

NOVEMBER 26, 2024

What call center functionalities are included in the base package? 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. .” – Christian Montes Executive Vice President Client Operations 2.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

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

NobelBiz

JULY 25, 2023

Data Collection: Beyond Just Conversations In a bustling call center environment, data collection is not a mere logging of interactions; it’s a comprehensive endeavor: Voice Recording: Every second of customer-agent dialogue is recorded. Analysis: The Deep Dive The analysis is where the magic happens.

Interaction 98

Interaction Analytics Call Center Contact Center 98

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 135

Financial Multi-Channel Marketing Analysis 135

Comm100

NOVEMBER 21, 2017

For telephone interactions, bear in mind that agents should be able to get hands-on with call recordings to help them evaluate the call appropriately. Phrases, attitudes, and tone can easily be misinterpreted, so agents should have access to recordings to evaluate the whole call from both points of view.

How To 0

How To eBook Customer Service Training Training 0

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. The combination of AI and auto-dialers is paving the way for more intelligent, customer-centric call center operations.

Call Center 52

Call Center CRM Contact Center Analytics 52

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

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

Playvox

APRIL 21, 2023

Then set up a way to conduct quality analysis on those interactions to ensure you are delivering on your committed customer expectations. Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Gainsight

MAY 12, 2021

There’s a wealth of customer sentiment buried in our terabytes of customer conversations – emails, call recordings, Community posts, text in Support tickets. Current methods don’t scale – no one has time to listen to all the recorded Zoom calls, read all the emails, etc.

Chief Customer Officer 59

Chief Customer Officer NPS Effort Score Call Recording 59

AWS Machine Learning

DECEMBER 21, 2023

You can use the sample transcript generated in the previous use case and the prompt “Summarize the below Call transcript to highlight Customer issue, Agent actions, Call outcome and Customer sentiment.” As per the 2022 NICE WEM Global Survey , 58% of call center agents say they benefit very little from company coaching sessions.

Contact Center 120

Contact Center Call Center e-support Knowledge Base 120

NobelBiz

NOVEMBER 20, 2023

Our platform equips businesses with robust features for initiating and managing calls, incorporating predictive dialing, IVR, call recording, and real-time monitoring. Explore the 2023 cost savings of VoIP with our article, “ Unveiling the Cost Savings of VOIP: A Comprehensive Analysis.”

System 103

System Communication Contact Center Self Service 103

AWS Machine Learning

NOVEMBER 22, 2023

Get hints and tips for getting started fast, and see example reference architectures for common use cases built with AWS AI and ML such as self-service customer support, text analysis, report generation, post-call analysis, and forecasting trends. Reserve your seat now!

Innovation 138

Innovation Contact Center Training Industry 138

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

Talkdesk

JANUARY 2, 2020

This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Gartner evaluated 32 vendors from its customer-service-oriented Magic Quadrants against four pillars for great customer service. ” – Operations Manager.

Report 66

Report Self Service Customer Service Contact Center 66

Thematic

JULY 15, 2024

Conversational analytics software is a solution that analyzes customer interactions across multiple communication channels – phone calls, chat sessions, social media, emails. Conversational analytics software uses AI, NLP, sentiment analysis and machine learning to extract valuable information from customer interactions.

Analytics 62

Analytics Effort Score Net Promoter Score Analysis 62

NobelBiz

MARCH 14, 2023

You can overcome these challenges by investing in : Technology solutions that guarantee regular updates, accurate data analysis, and compliance adherence, such our own Omnichannel Contact Center Solution Omni+. This data may include call recordings, customer information, and performance metrics. And pay extra attention to it.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52