AWS Machine Learning

OCTOBER 23, 2024

Amazon Web Services (AWS) has AI and generative AI solutions that you can integrate into your existing contact centers to improve post-call analysis. Post Call Analytics (PCA) is a solution that does most of the heavy lifting associated with providing an end-to-end solution that can process call recordings from your existing contact center.

Analytics 74

Analytics Contact Center Call Recording Customer Centricity 74

NobelBiz

APRIL 20, 2020

However, data does not necessarily reveal the full story and provide you with a complete picture of the teams. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Since the data is delivered in a much simpler and more intuitive manner, the methods are easier to use.

Call Recording 52

Call Recording Contact Center Software CRM 52

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. For example, they might not have easy access to customer data, making it difficult to resolve issues quickly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. The analytical insights help improve customer satisfaction and retention. Primary uses of the dashboard include: 1.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. What is our action plan? Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps. And the only way they can be actionable is if you have some data to support or to drive that action. Executives love data and metrics, right? What kind of data?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

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 116

Data Knowledge Base Financial Groups 116

NICE inContact

JANUARY 24, 2019

You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. . Data-directed routing refines routing decisions based on information such as customer tier, customer lifetime value (CLV), or other customer specific data. .

Self Service 152

Self Service Contact Center e-support Call Center 152

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

NICE inContact

NOVEMBER 14, 2019

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations.

Contact Center 24

Contact Center Call Recording Call Center Analytics 24

AWS Machine Learning

JULY 23, 2024

Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data. One risk many organizations face is the inadvertent exposure of sensitive data through logs, voice chat transcripts, and metrics.

Data 107

Data Policies Groups Chatbots 107

Thematic

JULY 15, 2024

This creates a ton of valuable data. Conversational analytics uses this data to extract insights from conversations using AI methods such as natural language processing (NLP) and machine learning. What is Conversational Analytics? Do not confuse Conversational Analytics with Conversational AI.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

SurveySensum

OCTOBER 29, 2024

That’s where contact center analytics comes into play. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience. What is Contact Center Analytics? However, what are the benefits of contact center analytics? Let’s find out!

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

BlueOcean

JANUARY 23, 2024

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

UJET

JULY 7, 2020

This will ensure that the platform is able to freely share data across multiple tools. Benefit: Remove silos, improve data collection and reporting. It is a tool that will collect data that can be segmented into useful reports. Seamless Data Reporting and Revealing Trends. Data Unification through a Single Platform.

Engagement 106

Engagement Contact Center Call Recording Trends 106

CSM Magazine

JUNE 23, 2022

The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie. ASAPP states that AutoTranscribe supports both live call streams and call recordings —plus redaction of personally identifiable information data (PII).

Call Recording 96

Call Recording Analytics Industry Training 96

CSM Magazine

JUNE 10, 2021

Instead, use contact centre data to create stories that illustrate the need for change, highlight the benefits for both departments and note how credit will be shared for the positive impact of that alteration. That will not help to strengthen ties across the organisation. Then, make it clear that these contacts are not rare occurrences.

Gamification 105

Gamification How To Call Recording Analytics 105

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

BlueOcean

NOVEMBER 6, 2019

Today, they’re attached to their computers, working with contact center software that combines call distribution with a range of other integrated features, such as a CRM, IVR, call recording, and data analytics. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

MiaRec

JANUARY 19, 2023

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings.

Call Recording 98

Call Recording Contact Center Policies Data 98

Upstream Works

DECEMBER 11, 2018

Analytics and Data Management. With the digital transformation, the sheer volume of data is increasing and becoming increasingly challenging to manage and to leverage. 68% of organizations believe that increasing the overall volume of data makes it difficult to meet their regulatory requirements.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

UJET

JULY 7, 2020

This will ensure that the platform is able to freely share data across multiple tools. Benefit: Remove silos, improve data collection and reporting. It is a tool that will collect data that can be segmented into useful reports. Seamless Data Reporting and Revealing Trends. Data Unification through a Single Platform.

Engagement 96

Engagement Contact Center Call Recording Trends 96

AWS Machine Learning

OCTOBER 29, 2024

This engine uses artificial intelligence (AI) and machine learning (ML) services and generative AI on AWS to extract transcripts, produce a summary, and provide a sentiment for the call. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Video 107

Video Sales Analytics Examples 107

ECXO

MARCH 24, 2024

Hyper-personalization involves leveraging data analysis and digital technology to provide individualized content, products, and services to customers. By analyzing customer data and behavior patterns, AI algorithms can create customized experiences that cater to the unique needs and preferences of each customer.

Customer Experience 156

Customer Experience Social Media Analysis Loyalty 156

Talkdesk

NOVEMBER 25, 2020

When the call is over, Talkdesk automatically populates the call recording and data into the customer’s activity feed. This includes fully integrated agent desktop, mobile agent, workforce management, quality management and call recording.

Contact Center 101

Contact Center Self Service Tips Ecommerce 101

AWS Machine Learning

MAY 7, 2024

The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary. If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution.

Meeting 122

Meeting Resources Call Recording Training 122

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 And when it comes to your data? Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

AWS Machine Learning

APRIL 18, 2024

The audio is streamed to Amazon Transcribe, and the transcription results are written in real time to Kinesis Data Streams. At the end of the call, the function creates a stereo recording file in Amazon S3 (if recording was enabled when the stack was deployed). LMA is an open source project. Clean up Congratulations!

Knowledge Base 122

Knowledge Base Meeting Resources Call Recording 122

Talkdesk

MARCH 12, 2021

This helps managers and supervisors to make better decisions with access to all relevant data and knowledge. It reduces the call centers average cost per case and improves upsell opportunities. Speech Analytics. Using AI to understand customer intent and emotions, automates call quality monitoring and improves agent performance.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NobelBiz

FEBRUARY 20, 2024

Agents can share data, collaborate on calls, and work efficiently. Real-time visibility into call center activity empowers managers to make informed decisions. Improved Customer Experience: VoIP systems enhance call quality and reduce call drops. Clearer audio ensures better interactions with customers.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

ChurnZero

NOVEMBER 11, 2020

A lot of this data can be found in CRM, email, support tickets and conversations between companies and their customers. While the first item you could argue most people do well, we all know that putting accurate data into your systems, aka CRM, is pathetically low because it takes too much extra work. Customer Success Around the Web.

How To 85

How To CRM Call Recording Analytics 85

Win the Customer

JUNE 5, 2017

Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business. After all, good customer service is more than just about reading charts and data.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. Our sweets are our data sources. Aim for seamless data. And, it’s not just me, the latest statistics prove it.

Data 52

Data Self Service Chatbots Call Recording 52

BirdEye

DECEMBER 22, 2023

It’s known for its reliability and rich features, including advanced call management, CRM integrations, and analytics tools. Dialpad Dialpad stands out for utilizing AI to enhance communication and provide insightful data analytics. Advanced features Beyond the basics like call routing, voicemail, etc.,

System 111

System Self Service Analytics Communication 111

NobelBiz

NOVEMBER 6, 2023

Automation and Data Quality With the advent of AI, the integration of intelligent automation has become a game-changer. However, it’s essential to note that the effectiveness of automation hinges on the quality and depth of data feeds available. With good data, automation soars.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Vonage

MARCH 26, 2018

NVM’s Conversation Analyzer is a speech analytics solution that enables businesses hone in on potential frustrations across their customer journey and focus on maximizing the moments that truly impact customer experience.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’ Don’t miss out on the transformative insights!

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59