AWS Machine Learning

FEBRUARY 21, 2025

Quality assurance In cases when call recording is enabled, only the customers original voice and the agents synthesized speech are recorded, because the translation and the synthetization are done on the agent (client) side. The translated and synthesized speech doesnt carry over that information.

Connections 88

Connections Contact Center e-support Call Recording 88

InMoment XI

SEPTEMBER 3, 2024

By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Conversational analytics platforms first collect conversational data from various sources like call recordings, chat logs, emails, and social media interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

AWS Machine Learning

APRIL 30, 2024

Supervisors also spend a considerable amount of time listening to call recordings or reading transcripts to understand the gist of a customer conversation when investigating customer issues or evaluating an agent’s performance. In this post, we show you how to use the new generative call summarization feature.

Analytics 116

Analytics Customer Service Call Recording Contact Center 116

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. Ami has experience driving business growth, implementing innovative training programs and successfully managing complex, high-impact projects.

Customer Service 81

Customer Service Contact Center Insurance Financial 81

Calabrio

MARCH 22, 2025

Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights. Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation.

Contact Center 130

Contact Center Management Strategy Call Center 130

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. 5 key trends that are impacting call recording in 2020.

Call Recording 113

Call Recording Trends Meeting Innovation 113

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. Calabrio is at the forefront of this shift, driving innovation in workforce engagement management.

Contact Center 130

Contact Center Analytics Call Recording Report 130

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. Employee engagement is critical for retention.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

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. The Cost of Attrition and Retention. Employee engagement is critical for retention.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

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

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

Upstream Works

MAY 18, 2021

With this in mind, IT should be ready to keep up with innovation while knowing that much of the maintenance will be automated by contact center providers. Consider call recordings, for example. With cloud, supervisors can get a full picture of all customer call recordings.

Contact Center 78

Contact Center Self Service Call Recording Omni-Channel 78

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve. Also, keep in mind that negative experiences hurt more than positive ones help; and emotions change experiences as they happen.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

AWS Machine Learning

NOVEMBER 22, 2023

The Emerging Tech Zone within the Expo features innovative startups that were selected into the AWS Generative AI Accelerator and the NVIDIA Inception 100 programs. Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward.

Innovation 132

Innovation Contact Center Training Industry 132

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 128

Meeting Resources Call Recording Training 128

Talkdesk

MARCH 12, 2021

Offering a 100% uptime service level agreement (SLA) to its customers, Talkdesk has garnered the trust of over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA. Talkdesk CX Cloud can be deployed (full implementation) quickly and provides a free and long-term call recording storage facility.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Talkdesk

MAY 6, 2020

Those companies that demonstrate business agility and innovation will be the winners in the customer experience battle, setting them up to survive and thrive into the future. But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

Inbenta

AUGUST 17, 2021

Twilio Voice API gives developers control over their calls, with APIs built for a wide variety of uses from basic phone-to-phone calling, app-to-phone calling, Interactive Voice Response (IVR), conference calling, SIP interfacing, call recording, transcription, call tracking, and more. Audiocodes.

Chatbots 94

Chatbots Customer Service Self Service Competitive Advantage 94

AWS Machine Learning

DECEMBER 21, 2023

Rapid innovation and improvement in generative AI has captured our mind and attention and as per McKinsey & Company’s estimate , applying generative AI to customer care functions could increase productivity at a value ranging from 30–45% of current function costs.

Contact Center 114

Contact Center Call Center e-support Knowledge Base 114

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. Embrace this innovative solution to unlock your business’s full potential in the digital age.

System 103

System Communication Contact Center Self Service 103

NICE inContact

MAY 10, 2016

Why is your customer calling? Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Speech analytics gives you the ability to understand more about your customers’ needs without having to rely on finicky survey results.

Contact Center 120

Contact Center Analytics Contact Center Software Resources 120

ECXO

MARCH 24, 2024

Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. However, like any other innovative technology, it also comes with its own set of challenges.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156

Call Experts

NOVEMBER 18, 2021

Specifically, this technology ranges from automated call routing and call recording to call distribution across groups and campaigns. . Call centers are an integral part of almost every company’s strategy moving forward. appeared first on Call Experts | Charleston, SC.

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

Talkdesk

JANUARY 2, 2020

We believe our innovative delivery model, and the speed at which we are able to deliver new features and functionality sets us apart within the CCaaS industry.” “Talkdesk is purpose-built on a modern, cloud-native architecture. Talkdesk is an essential part of our business that we trust.”

Report 66

Report Self Service Customer Service Contact Center 66

Avaya

MAY 20, 2019

Call recording? Brands are built on great experiences, and these experiences are built on innovative tools for Workforce Engagement. When thinking about Workforce Engagement , what comes to mind? Quality Management? Workforce Management? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more.

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

NobelBiz

NOVEMBER 6, 2023

Now, let’s delve into the examples of the automation tools that can revolutionize your call center operations. A Contact Center’s Toolkit of Automation Tools From Interactive Voice Response (IVR) to Chatbots, these innovations drive efficiency, enhance customer interactions, and boost agent performance. Don’t miss it!

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Inbenta

MAY 7, 2021

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. It’s no use investing in tools that no one can use.

Customer Service 116

Customer Service Social Media How To Software 116

CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. What is Call Center Recording? Call center recording is a state-of-the-art technology used to record and archive customer conversations during inbound and outbound calls.

Call Center 52

Call Center Tools Call Recording Customer Service Representative 52

NobelBiz

JULY 25, 2023

This podcast episode delves into topics like frontline leadership, innovative coaching techniques, and comprehensive training processes, promising an enlightening and engaging conversation! The Domino Effect: From Interaction to Action Every call, chat, or email in a call center is a goldmine of information.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

FEBRUARY 13, 2024

With NobelBiz’s innovative solutions, contact centers can benefit from: Enhanced Data Accessibility: Ensuring agents have the most relevant and up-to-date information at their fingertips. Our call recording software is a testament to this belief, offering features that go beyond the basic functionalities.

Call Center 59

Call Center Self Service Software Contact Center 59

TechSee

AUGUST 26, 2024

Use call recordings and performance metrics to review service delivery and provide constructive feedback. Leveraging Visual Support Visual support is another innovative application of AI in call centers.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

CSM Magazine

FEBRUARY 23, 2021

These organisations require an innovative yet reliable solution to help them manage unprecedented levels in demand.”. “Coupled with businesses operating solely online, we have also seen strong demand across the board from more traditional sectors such as finance, insurance, retail, consumer goods, local and central government departments.

Technology 52

Technology Telecommunications Call Recording Analytics 52

NobelBiz

SEPTEMBER 17, 2024

One of the most significant innovations in the recent past within communications has been VoIP, or Voice over Internet Protocol. Call Analytics and Reporting : Provides detailed real-time analytics and reporting, including call duration, customer interaction history, and performance tracking.

Contact Center 52

Contact Center CRM Call Recording Call Center 52

NobelBiz

JUNE 4, 2024

Christian Montes Executive Vice President Client Operations How to Set Up Your Customer Service Flow Choose a Provider Selecting the right call center provider is crucial. Integrations Ensure the call center solution integrates seamlessly with your CRM, telephony systems, and other essential business tools.

Call Center 52

Call Center Customer Service Social Media Contact Center 52

Call Experts

SEPTEMBER 15, 2023

Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics. Call Recording: Recording calls allows for training and quality control purposes. This includes call recording, call analysis, and regular performance feedback to agents.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

BirdEye

DECEMBER 22, 2023

It’s designed for businesses looking to leverage technology for more innovative, data-driven communication strategies. FreeConferenceCall This service focuses on conferencing capabilities, perfect for businesses that rely heavily on group calls.

System 111

System Self Service Analytics Communication 111

Call Experts

APRIL 8, 2024

Call Analytics: Use call analytics tools to track call volume, duration, and customer satisfaction metrics. Call Recording: Recording calls allows for training and quality control purposes. This includes call recording, call analysis, and regular performance feedback to agents.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52