Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

Customercount

OCTOBER 22, 2018

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, (..)

Analytics 64

Analytics Feedback Management 64

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021).

Call Center 139

Call Center Technology outsourcing Self service 139

Win the Customer

SEPTEMBER 5, 2017

billion in 2016, will expand at a compound annual growth rate of 10.16 Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. The global security solutions market, valued at $206.69 percent to reach $372.90 billion by 2022, the report projects.

Surveys 115

Surveys Sales Marketing Analytics 115

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately?

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

AWS Machine Learning

FEBRUARY 21, 2025

Context (Snippet from PDF file) Question Answer THIS STRATEGIC ALLIANCE AGREEMENT (Agreement) is made and entered into as of November 6, 2016 (the Effective Date) by and between Dialog Semiconductor (UK) Ltd., With a background in AI/ML, data science, and analytics, Yunfei helps customers adopt AWS services to deliver business results.

Benchmark 97

Benchmark Metrics Engineering Feedback 97

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. Customer Success Management: What some of the conversation today reminds me of customer success management. No customers, no business.

B2B 60

B2B SaaS B2C Advertising 60

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Speech Analytics Piloting. Predictive Analytics Personalizing. Effort Metric Expanding.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Spearline

MAY 10, 2021

While the days of contact centers managing only voice channels and emails are gone thanks to the rise of omnichannel contact centers, voice assistants, and chatbot services, the development of IP telephony has greatly benefited contact centers to handle extremely high call volumes while maintaining the highest levels of voice quality.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

Global Response

OCTOBER 15, 2024

Many brands may have customer contact or call centers , but not all contact centers are omnichannel contact centers (even if they manage customer support across many channels ). According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

LiveChat

JUNE 8, 2016

If a company wants to be successful in 2016, its salespeople must be agile high-performers. As digital disruption enables sales to become part of understanding the whole digital and analytical process, driving towards shared goals is one of the success factors that will differentiate advanced sales and marketing teams from the rest.

Sales 48

Sales Analytics Marketing B2B 48

Aria Solutions

NOVEMBER 24, 2017

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. But to provide good customer service, aggregated metrics just don’t cut it and so you need to look at customer interaction analytics.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. This makes the seemingly unattainable goal of making every customer all the time a lot more manageable. Segmentation.

Airlines 40

Airlines Customer centricity Metrics Self service 40

JustCall

NOVEMBER 24, 2022

This validates the significant investments we’ve made over the past year in building capabilities for training, coaching, agent productivity, automation, intelligent workflows, and analytics in our products. Atolia : Atolia is an all-in-one workspace for project management, team organization, and internal communication. Learn more.

SaaS 98

SaaS Technology Telecommunications Coaching 98

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Umesh was globally recognized in 2016 as one of the ten ‘Next Generation Leaders’ by Time Magazine. Sylvain has been at the forefront of digitizing the customer acquisitions process and introducing AI and analytics-based sales motion.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Sheila McGee-Smith, McGee-Smith Analytics. Sheila McGeeSmith, McGee-Smith Analytics. Paul Weber, Interactive Intelligence.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. The post Aircall Named a Call Center Software Leader by GetApp for Q4 2016 appeared first on Aircall Blog. Aircall – Call center software of a new generation. Try Aircall for free.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. The post Aircall Named a Call Center Software Leader by GetApp for Q4 2016 appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Aria Solutions

NOVEMBER 24, 2017

Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application. But to provide good customer service, aggregated metrics just don’t cut it and so you need to look at customer interaction analytics.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

AWS Machine Learning

JUNE 18, 2024

Through evaluations of sensors and informed decision-making support, Afri-SET empowers governments and civil society for effective air quality management. She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005.

Calibration 131

Calibration Engineering Government Analytics 131

Lumoa

JANUARY 3, 2018

We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016. While I am analytical and risk-averse, I still don’t worry too much about the future which keeps me functioning even when some other people paralyze. First of all, it has been a great year. I’ve enjoyed it tremendously. The team is the most important thing.

Analytics 127

Analytics Personalization Accountability Feedback 127

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 Billion in 2016 USD 13.18 No matter if you’re a restaurant or an enterprise B2B operation, CEM programs help you identify and save your at-risk customers with real-time alerts and root cause analytics. Talk to Pooya.

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Performance management is a practice and culture that applies to individuals, teams and departments.

Gamification 45

Gamification Management Analytics Metrics 45

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package.

Call Center 79

Call Center Analytics APIs SaaS 79

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

Marketing 40

Marketing Education Technology Customer Experience 40

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. Marketing is clearly so busy using data to manage pricing, distribution and their communication channels, that they are not using the information to get to know their customers better.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

DMG Consulting

MARCH 1, 2019

The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature. ANALYTICS, AI, AND RPA. The intelligence provided by interaction analytics (IA) is critical for organizations to discern the nuances in customer interactions.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Win the Customer

FEBRUARY 17, 2018

billion in 2016 to $15.67 Demand for managed services that allow organizations to outsource their operations is driving this growth, especially in the consumer goods and retail industry. Cloud contact centers can also integrate analytics data from all service channels. percent, on track to increase from $5.43

Call Center 93

Call Center Contact Center Cloud contact voip 93

AWS Machine Learning

FEBRUARY 28, 2023

In today’s highly competitive market, performing data analytics using machine learning (ML) models has become a necessity for organizations. For example, in the healthcare industry, ML-driven analytics can be used for diagnostic assistance and personalized medicine, while in health insurance, it can be used for predictive care management.

Healthcare 100

Healthcare Analytics Engineering Self service 100

Avaya

MAY 24, 2016

Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion in 2016 , to $41.5 What is making analytics the new in-crowd? What is making analytics the new in-crowd? And this is 2016. But why now? Why is the market potential so huge?

Analytics 40

Analytics Enterprise Interactive Voice Response Revenue potential 40

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). Within the scope of that continued international expansion, Hello Customer managed to attract Marc Van Lerberghe as a member of the board.

SaaS 98

SaaS B2B Feedback Enterprise 98

Natalie Petouhof

JANUARY 24, 2016

Analytics Innovation. Analytics for the Holidays. Most Innovative Analytics Platform. Brandwatch Analytics. The Intelligence Manager of the Experian Marketing Suite. Most Innovative Customer Experience Management Platform. FollowAnaytics’ Enterprise Mobile Analytics Platform. Lila & Eve.

Marketing 40

Marketing Analytics Big data Engineering 40

Natalie Petouhof

APRIL 4, 2016

Tweet SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. We’re in the era of Digital Performance Management, and it requires a new mind set, with new solutions designed to deliver great user experiences.

Management 40

Management Analytics Consulting Consulting 40

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117