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

AWS Machine Learning

APRIL 18, 2024

It uses Amazon Transcribe for speech to text, Knowledge Bases for Amazon Bedrock for contextual queries against your company’s documents and knowledge sources, and Amazon Bedrock models for customizable transcription insights and summaries. Everything you need is provided as open source in our GitHub repo. Clean up Congratulations!

Knowledge Base 130

Knowledge Base Meeting Resources Call Recording 130

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 124

Data Knowledge Base Financial Groups 124

AWS Machine Learning

SEPTEMBER 19, 2023

For unstructured data, the agent uses AWS Lambda functions with AI services such as Amazon Textract for document analysis, Amazon Transcribe for speech recognition, Amazon Comprehend for NLP, and Amazon Kendra for intelligent search. The Lambda functions internally call the relevant AWS AI services and return the results to the agent.

Financial 124

Financial Multi-Channel Marketing Analysis 124

Vonage

MARCH 26, 2018

For brands to compete – and win – in CX in 2018 and beyond, inside sales reps must focus on making strong emotional connections with prospects, and they must understand and document the emotions that are likely to drive the prospect to purchase. Understanding the customer’s (emotional) journey.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. Workforce engagement applications to ensure teams are engaged, empowered and productive.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

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.

Contact Center 113

Contact Center Call Center e-support Knowledge Base 113

BirdEye

JUNE 14, 2023

And it allows teams to exchange important documents and collaborate on team projects as if they were on-site together. Whether it’s a quick Slack message of “done” or Zoom call, they can all engage in discussions, seek feedback, or share information they need to perform their tasks properly. The saying goes, “Get it in writing.”

Communication 98

Communication Social Media Video Meeting 98

NobelBiz

NOVEMBER 27, 2023

.’ Uncover the secrets to optimizing call center efficiency, enhancing customer experiences, and making informed decisions for your business. For businesses that utilize call recording features, call logs provide a convenient way to access and link recorded calls for further analysis.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

CSM Magazine

APRIL 10, 2020

Documents are kept in Word, client base and analytical reports are kept in Excel, letters are stored in the mail, tasks are kept on stickers. If you have your own training system, you can post training materials, videos, texts, presentations, call records and images directly on the portal.

System 52

System Management CRM Call Recording 52

NobelBiz

SEPTEMBER 17, 2024

These can include: Call forwarding Voicemail-to-email transcription Auto-attendants Call analytics and reporting Video conferencing These tools can significantly improve customer interactions, internal communications, and overall business efficiency. Call Recording : Automatic call recording for quality assurance and training.

Contact Center 52

Contact Center CRM Call Recording Call Center 52

Inbenta

MAY 7, 2021

Complex issues can be documented and shared for future reference. The best call centre software has stacks of innovative features to keep both customers and agents happy, such as: IVR (interactive voice response) Call recording Performance evaluation Speech analytics Technical support. Flexibility.

Customer Service 116

Customer Service Social Media How To Software 116

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Poor Data Management and Analysis: Managing and analyzing call center data can be a complex task that presents several challenges for businesses. Regularly review and update call scripts.

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

TechSee

AUGUST 26, 2024

Use call recordings and performance metrics to review service delivery and provide constructive feedback. AI-powered analytics offer valuable insights into call center operations. AI tools can analyze call center interactions to identify trends and insights, helping managers make data-driven decisions to improve service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. How to use call center technology effectively?

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

SurveySparrow

APRIL 22, 2020

Streamline your workflow with help of features like a self-service portal, automatic ticket creation, blended call centre, customer history, call recording, interaction tracking, real-time chat ad knowledge management.

Self Service 52

Self Service Software Multi-Channel Knowledge Base 52

SurveySparrow

AUGUST 31, 2020

Many of the sales teams spend a lot of time documenting their work, this is not only a time-guzzler but they are losing precious time. With a lot of datasets available, there is a variety of data, to record or document them one needs to do a bunch of tasks, some of which might be unnecessarily wasting the time of the salesperson.

Sales 59

Sales Tools Management CRM 59

NobelBiz

MARCH 21, 2023

They dial one number at a time only when an agent is available to handle the call. This will allow agents more time between calls to document the interaction and properly prepare for the next call. Progressive dialers are also equipped with features that improve the quality of outbound calling.

Contact Center 52

Contact Center Software Call Center Call Recording 52

Magellan Solutions

AUGUST 5, 2021

Detailed call recording and logging. • Detailed analytics and reports. • Reducing the number of documents. . • Has integrations with Mailchimp, Salesforce, and Zoho. $99 99 – $599/month. KOOKOO CloudAgent. Live dashboard . Automatic Do Not Disturb (DND) filtering. CRM integrations . $65/month. 25 – $300/month.

Call Center 40

Call Center Software CRM Virtual Call Center 40

Grade.us

MAY 28, 2019

Content Management Systems Design tools Analytics tools Call Tracking tools. Analytics tools. Google Analytics. Google is the de facto standard for web/marketing analytics. What's really helpful about Google analytics is the fact that it's designed to work with Google's suite of proprietary tools.

Tools 37

Tools Marketing Social Media Advertising 37

ProProfs Chat

OCTOBER 25, 2017

There are two types of software that companies can use to provide excellent website based customer support – live chat software and website analytics software. Website analytics software. The idea is to ensure that all calls are attended to the best way possible. FAQ, Documentation & Video Support.

Omni-Channel 100

Omni-Channel System Social Media How To 100

AWS Machine Learning

MARCH 20, 2025

Today, were excited to announce the general availability of Amazon Bedrock Data Automation , a powerful, fully managed feature within Amazon Bedrock that automate the generation of useful insights from unstructured multimodal content such as documents, images, audio, and video for your AI-powered applications. billion in 2025 to USD 66.68

Data 107

Data Multi-Channel Effort Score e-support 107

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

AWS Machine Learning

NOVEMBER 6, 2024

For the purpose of this notebook, we downloaded the MP4 file for the recording and stored it in an Amazon Simple Storage Service (Amazon S3) bucket. LLMs can support the creation of new content based on audio assets or conversations following predetermined templates or flows. bedrock_runtime = boto3.client('bedrock-runtime')

Call Center 106

Call Center Video Contact Center Financial 106