DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. By Donna Fluss. Introduction.

Analytics 48

Analytics Consulting Consulting Surveys 48

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Technology Self service Call Center 116

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. CJA is succeeding in driving investments in journey mapping and analytics to help companies understand what their customers and prospects are doing at every touch point.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) But then we saw the rise of technologies like cloud, mobility, social media and big data … and everything changed. How much data?

Marketing 74

Marketing Technology Big data Entertainment 74

Contact Center Pipeline

JANUARY 18, 2017

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a wide range of topics. In this final post of the series, our participants offer views on what the year may bring for customer experience at the center of strategy, remote working, […].

Contact Center 100

Contact Center Customer Experience Big data Analytics 100

C3Centricity

DECEMBER 3, 2018

Their explanation for this is that “only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information.” in 2017, down from a 2.2%

Big data 87

Big data B2C Marketing Airlines 87

AWS Machine Learning

SEPTEMBER 11, 2024

The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics. These activities cover disparate fields such as basic data processing, analytics, and machine learning (ML). Thirdly, the presence of GPUs enabled the labeled data to be processed.

Benchmark 106

Benchmark Banking Analytics Big data 106

Avaya

SEPTEMBER 7, 2017

A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience. This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right.

Customer Experience 67

Customer Experience Contact Center Analytics Finance 67

AWS Machine Learning

JANUARY 6, 2023

Jessie Danqing Cai, Associate Research Director, Big Data & Analytics Practice, IDC Asia/Pacific. Since the launch of SageMaker in 2017, over 250 capabilities and features have been released. The visual below is part of the MarketScape and shows the AWS position evaluated by capabilities and strategies.

Government 93

Government Engineering Big data Marketing 93

8x8

OCTOBER 12, 2017

At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. The seven new 8x8 patents issued by the U.S.

voip 48

voip contact center solutions Analytics Contact Center 48

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Further, high-priority cases can be proactively addressed or escalated through the use of predictive analytics. Then figure out what to do later.”

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

AWS Machine Learning

FEBRUARY 10, 2023

For instance, it can reveal the preferences of play callers, allow deeper understanding of how respective coaches and teams continuously adjust their strategies based on their opponent’s strengths, and enable the development of new defensive-oriented analytics such as uniqueness of coverages ( Seth et al. ). Attention is all you need.”

Construction 89

Construction Engineering Big data Coaching 89

Amity

FEBRUARY 27, 2017

To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.

SaaS 59

SaaS Enterprise Big data Technology 59

Eptica

SEPTEMBER 20, 2017

Date: Wednesday, September 20, 2017 How AI can deliver a personalized and predictive customer experience. Published on: September 20, 2017. Two factors are key to doing this successfully: Firstly, respect privacy and ensure data is being used to improve the experience – according to Gartner, almost half of U.S.

Personalization 49

Personalization Customer Experience Analytics Government 49

Verint

JANUARY 10, 2018

2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Additionally, Big Data and deep learning analytics will only become more widespread, enabling the collection of myriad data points across systems, services and devices.

Big data 35

Big data Analytics Management 35

Voxjar

JUNE 8, 2021

While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision. Founded in 2017. Automated Quality Assurance Solutions: Speech Analytics. link] (current). link] (2019 pricing).

Call Center 51

Call Center Analytics Enterprise Sales 51

AWS Machine Learning

JULY 19, 2022

To test this solution, we used a small portion of the following AWS re:Invent 2017 video from YouTube, where Amazon Transcribe was first introduced. He helps them drive their cloud architecture and data strategy using best practices. His background is in distributed computing, big data analytics, and data engineering.

Engineering 98

Engineering APIs Education Best practices 98

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.

Metrics 40

Metrics Customer Service Advertising Upselling 40

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . This piece was originally written by Ernest Wong for Opentalk magazine. In order to talk about the future of anything, one must almost always first reflect on its past.

Metrics 40

Metrics Customer Service Advertising Upselling 40

Comm100

MARCH 27, 2023

For teams tracking resolution analytics, routing can improve First Contact Resolution (FSR). EdSights Headquartered: New York, New York Founded: 2017 EdSights focuses on using chatbots to hear the voices of students at scale and uncover insights on areas that are hard to measure.

Education 91

Education Chatbots Wait times Surveys 91

DMG Consulting

OCTOBER 4, 2017

Donna Fluss, president of DMG Consulting, is an expert on contact centers, analytics, and back-office technology. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. The 3 Contact Center Applications That Pay for Themselves. By Donna Fluss.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

inmoment

NOVEMBER 15, 2018

Products ranged from big data analytics to speech recognition to advanced decision making to predictive technology. Many of these solutions are already being leveraged by great companies to add a magic touch to their services. Augment your service employees. Another powerful application of AI is within your own organisation.

Chatbots 40

Chatbots Big data Technology Analytics 40

Enghouse Interactive

JULY 10, 2018

Contact Babel 2017 DMG says, “It can be stated with some confidence that first-contact resolution is seen as the key to a successful contact center: 76% of the report’s respondents place first-contact resolution as being one of the top 3 metrics that are most influential on customer satisfaction, with 31% stating it as being no.1.”.

Self service 40

Self service CRM Contact Center Analytics 40

C3Centricity

SEPTEMBER 24, 2017

Another recent article, this time on Jacada, spoke about the “4 Technology Trends set to Improve Customer Experience in 2017.” ” (See their diagram on the right) In it they highlighted ChatBots, Big Data analytics, Mobile customer support and messaging Apps.

Technology 48

Technology Transportation Entertainment Customer centricity 48

SmartKarrot

APRIL 12, 2022

The term AIOps was coined by Gartner in 2017. AIOps is an alliance between data analytics, DevOps, machine learning (ML), and artificial intelligence (AI). AIOps – Artificial Intelligence in IT operations – refers to how an IT team handles data derived from an application environment.

Big data 10

Big data Analytics SaaS Technology 10

SmartKarrot

FEBRUARY 3, 2022

Founded in: 2017. offers services such as email marketing, product and content management, affiliate marketing, PCI Compliance and CSE Security, payment via Hotpay, analytics reporting, etc. Neoway is a market intelligence and Big Data platform that provides companies with important insights to help them grow.

SaaS 10

SaaS Real estate Construction Transportation 10

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

SmartKarrot

FEBRUARY 4, 2022

SaaS – Software-as-a-Service – is an umbrella term referring to a range of technologies and tools that facilitate the processing, storage, and management of big data using remote servers. The services include customer engagement , immersive virtualization technologies, analytics, and blockchain. Founded in: 2017.

SaaS 10

SaaS Finance Advertising CRM 10