Advantage Communications

JUNE 3, 2022

One technology that helps them do that is speech analytics. Successful call centers rely on their ability to analyze customer conversations and build a customer service program that is specifically targeted towards meeting their customer requirements.

Call Center 52

Call Center Analytics Meeting Technology 52

CSM Magazine

MAY 13, 2022

“Analytics” is one of the. buzzing about analytics as well. Here’s the simplest way to explain the value of analytics in your call centre. With customer interaction analytics, you can finally see the full picture of your customer experience. Customer cases on successful deployments of analytics.

Analytics 52

Analytics Consulting Interaction Tools 52

Magellan Solutions

JUNE 12, 2021

Offshore Call Center Services Uses Speech Analytics to Improve Customer Journey. For an outsourced call center services, this could mean use of technologies such as AI or in this case speech analytics. For an outsourced call center services, this could mean use of technologies such as AI or in this case speech analytics.

Call Center 52

Call Center Analytics Self Service Multi-Channel 52

Think Customers

SEPTEMBER 24, 2020

One important digital sales tool is speech analytics. In the TTEC OnDemand Webinar, How the selling greats use speech analytics to score more deals , we teamed up with top players in the speech analytics game to explore how organizations can use speech analytics to gain efficiencies, lift conversion rates, and improve revenue.

Analytics 52

Analytics Sales Analysis CRM 52

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment.

Analytics 100

Analytics Company Contact Center Return on Investment 100

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

NobelBiz

MAY 20, 2021

The post VIDEO & ARTICLE: Benefits of Call Center Speech Analytics appeared first on NobelBiz®. Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day.

Call Center 40

Call Center Video Analytics 40

Talkdesk

JANUARY 16, 2018

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Talkdesk

JANUARY 16, 2018

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Advantage Communications

MARCH 17, 2021

Did you know that, according to Microsoft , 90 percent of Americans use customer service as a factor in deciding whether or not to do business with a company?

Customer Service 98

Customer Service Software Analytics Customers 98

InMoment XI

DECEMBER 29, 2022

John Lewis, who has served over the past few years as InMoment’s Executive Chairman, brings deep expertise in the information services and software analytics sectors, as well as significant experience transforming and scaling rapidly growing businesses. 2 InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022.

Analytics 260

Analytics B2B Guidelines Software 260

InMoment XI

JANUARY 12, 2024

Audio Transcription: Audio data is typically transcribed into text using speech-to-text technology. Analytics and Reporting: Conversation intelligence platforms can aid in contact center analytics and reporting features that summarize key metrics, trends, and insights derived from the analyzed conversations.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Uniphore

NOVEMBER 17, 2021

In this article, we explore how AI-powered speech analytics are helping wealth management firms to: Comply with Record-Keeping Regulations. Conversational AI-powered speech analytics can record, organize and analyze thousands of conversations with greater speed and accuracy than quality assurance (QA) teams ever could on their own.

Analytics 130

Analytics Analysis Interaction Feedback 130

MiaRec

APRIL 8, 2024

AI technologies like chatbots, virtual assistants, speech recognition, Interactive Voice Response (IVR), Natural Language Processing (NLP), predictive analytics, and sentiment analysis are quickly becoming integral to contact centers' operations. billion (May 2022) to $4 billion by 2027.

Contact Center 74

Contact Center Tips Chatbots Analysis 74

BlueOcean

DECEMBER 18, 2023

But if that standard of sampling was the horse and buggy of our past, conversational analytics platforms are the Ferrari of QA today. The contact center world has been talking about AI and machine learning, especially in the area of speech analytics, for a long time. Conversation analytics platforms make that possible.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

MiaRec

MAY 19, 2023

Do you need a Conversation Intelligence or Conversation Analytics platform? If you wanted to analyze your call data, should you look for a Speech or Voice Analytics solution? When looking for ways to upgrade your contact center, you face an onslaught of industry jargon.

Analytics 82

Analytics Contact Center Industry Data 82

Verint

JUNE 16, 2017

I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. and other clients to provide speech analytics insights—but also local players such as the large banks and telecoms.

Analytics 37

Analytics Marketing Banking Customer Satisfaction 37

Customer Interactions

JULY 7, 2015

Speech analytics applications use a variety of mathematical algorithms, other analytic techniques, and contextual and other call/customer-related metadata (increasingly including screen, desktop and text analytics) to structure unstructured conversations.

Analytics 28

Analytics Customers 28

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. They’ll receive $50,000 for their contact center.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Adrian Swinscoe

SEPTEMBER 15, 2022

Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe. This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch.

Analytics 98

Analytics Marketing 98

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union. Thomson Reuters.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Magellan Solutions

FEBRUARY 14, 2024

Latest technology – Large outsourcers invest heavily in analytics, CRM, speech recognition, and other tools to optimize the patient experience and provider operations. Outsourced HIM experts can efficiently handle EHR systems, eDiscovery requests, release of information, and health data analytics. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. to manually transcribe, but with speech to text technology, this can take less than a minute.

Customer Insights 208

Customer Insights Feedback Social Media Survey 208

NICE inContact

JUNE 9, 2016

A great place to start is speech analytics. Every interaction is important, and there’s no better way to accurately and cost-effectively capture insights from each call than through today’s speech analytics tools. Sometimes companies delay getting started with analytics because it seems too big and complex.

Contact Center 120

Contact Center Analytics Training Data 120

CSM Magazine

JUNE 23, 2022

Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies.

Call Recording 96

Call Recording Analytics Industry Training 96

Customer Interactions

JULY 7, 2015

If you are looking to implement speech analytics software at your contact center, you have probably noticed that there are two main technologies out there. The first is transcription, also known as Large Vocabulary Continuous Speech Recognition, or simply LVCSR. It then looks for only a predefined list of words.

Analytics 28

Analytics Software Contact Center Technology 28

NICE inContact

SEPTEMBER 13, 2019

Luckily, call center analytics software can help alleviate much of these compliance headaches. By implementing an Interaction Analytics solution, contact centers can review and analyze 100% of interactions, quickly detecting any potential risk or compliance issues. With contact center analytics , help is on the way.

Contact Center 136

Contact Center Call Center Analytics Trends 136

Customer Interactions

JULY 7, 2015

Speech analytics is among the most useful innovations in call center technology, ever. If you already have speech analytics software in place, you don’t need me to tell you all the cool things it can do. But there are several things you’ll want to keep in mind in order to get the biggest bang for your buck.

Analytics 28

Analytics Contact Center Call Center Software 28

Customer Interactions

JULY 7, 2015

As companies become more aware of the importance of understanding the customer journey, they are embracing speech analytics solutions to help them analyze the vast amounts of data that come from customer interaction. In addition to providing insight into the customer journey, speech analytics solutions offer a number of other benefits.

Analytics 28

Analytics Customer Journeys Sales Interaction 28

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

Analytics 20

Analytics Contact Center Technology Management 20

Customer Interactions

JULY 7, 2015

Speech analytics continues to be an exciting application because it does something that has never been done before in contact centers or enterprises – it uncovers insights by analyzing large numbers of conversations and converts the findings into files of metadata for analysis.

Analytics 28

Analytics Contact Center Analysis 28

Lumoa

FEBRUARY 14, 2024

Newer AI language models use Natural Linguistic Programming (NLP) to authentically replicate human speech patterns and have advanced sentiment analysis capabilities that let them register emotion. More Data-Driven Analytics Advanced analytics is enhancing the CX industry.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

TechSee

APRIL 21, 2021

AI-Based Prediction of Customer Behavior via Speech Analytics. Thanks to structured data analysis, predictive analytics can now be performed by extracting information from massive amounts of data and using it to predict trends and future behavior patterns, such as customer churn. Will AI in call centers replace agents?

Call Center 136

Call Center Self Service Innovation Contact Center 136