Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. With the help of voice and text analytics, the data analysis process is made even easier.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. Prerequisites Before creating your application in Amazon Bedrock IDE, you’ll need to set up a few resources in your AWS account.

APIs 108

APIs Sales Surveys Analytics 108

AWS Machine Learning

MARCH 12, 2024

One common reason to engage in data collaboration is to run an audience overlap analysis, which is a common analysis to run when media planning and evaluating new partnerships. The analysis helps determine how much of the advertiser’s audience can be reached by a given media partner. Choose Create collaboration.

Advertising 132

Advertising Accountability APIs Best practices 132

AWS Machine Learning

OCTOBER 24, 2024

With QuickSight, all users can meet varying analytic needs from the same source of truth through modern interactive dashboards, paginated reports, embedded analytics, and natural language queries. We tell SageMaker Canvas to build a predictive analysis ML model. A QuickSight account (optional). A SageMaker domain.

Banking 116

Banking Analytics Engineering Accountability 116

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Analytics 48

Analytics Coaching Employee engagement Quality management 48

ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Brands like Starbucks use their parent Twitter account to address complaints and generally talk to customers. Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. The question in the preceding example doesn’t require a lot of complex analysis on the data returned from the ETF dataset. Here are some key observations: 1.

Engineering 122

Engineering Real estate Government Big data 122

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Download our white paper, The CX Pro’s Guide to Speech Analytics , to learn more about how speech analytics can help you improve the customer experience.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

AWS Machine Learning

OCTOBER 29, 2024

Security – The solution uses AWS services and adheres to AWS Cloud Security best practices so your data remains within your AWS account. This enables easier analysis and processing of specific data subsets. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices 116

Best practices Feedback Metrics APIs 116

AWS Machine Learning

OCTOBER 9, 2023

SageMaker Canvas is designed for the functional needs of business analysts to use AWS no code ML for ad hoc analysis of tabular data. In this post, we demonstrate how to use the ready-to-use sentiment analysis model and custom text analysis model to derive insights from product reviews. Set up SageMaker Canvas.

Enterprise 119

Enterprise Analytics Metrics Technology 119

Callminer

DECEMBER 5, 2019

Analytics Emerges as a Barrier Buster. Interaction analytics supporting voice and text-based communications will increasingly be used to bridge siloes of technology and interest for more organisations in 2020. Predictive Analytics Will Drive a Better Customer Experience.

Analytics 207

Analytics Accountability Technology Sales 207

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. While a great starting point, advanced call analytics go further with continuous call logging , providing end-to-end call visibility and generating performance metrics at the agent or department level.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

AWS Machine Learning

FEBRUARY 10, 2025

It provides critical insights on performance, risk exposures, and credit policy alignment, enabling informed commercial decisions without requiring in-depth analysis skills. With more than 20 years of experience in data analytics and enterprise applications, he has driven technological innovation across both the public and private sectors.

Chief Customer Officer 112

Chief Customer Officer Banking SaaS Engineering 112

Callminer

MAY 27, 2020

More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Contact Centers Incorporate Advanced Analytics. resetting a password, getting their account number, changing their profile information, etc.) that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

AWS Machine Learning

MARCH 19, 2025

Theyve developed what they call a constellation architecturea sophisticated system of over 20 specialized models working in concert, each focused on specific safety aspects like prescription adherence, lab analysis, and over-the-counter medication guidance.

Healthcare 144

Healthcare Enterprise APIs Transportation 144

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Andrew Tillery. MAPCommInc.

Call Center 182

Call Center Analytics First call resolution Metrics 182

AWS Machine Learning

OCTOBER 18, 2022

Exploratory data analysis (EDA) is a common task performed by business analysts to discover patterns, understand relationships, validate assumptions, and identify anomalies in their data. After the data analysis and transformation, let’s preview the model again. Rahul Nabera is a Data Analytics Consultant in AWS Professional Services.

Telecommunications 98

Telecommunications Consulting Consulting Enterprise 98

Totango

FEBRUARY 12, 2025

It provides a consolidated view of where customer relationships stand, helping enterprises address risks, empower account teams, and uncover new opportunities to drive value. The enterprise solution Large customer accounts often have layered needs. Account-level segmentation Enterprise customers rarely behave as a single entity.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ShepHyken

OCTOBER 6, 2022

The research sample consisted of data collected from some 18,537 customers of 24 large organizations from 9 different industry sectors, and the analysis included conducting structural equation modeling predictive analysis on 59 customer groups. Strategic Implications. Understand the difference between what customers say and do.

Journey mapping 190

Journey mapping Customer emotions Customer effort B2C 190

AWS Machine Learning

MAY 15, 2023

The results are provided in JSON format for easy programmatic analysis. Using this feature to process documents incurs the same charges as regular Amazon Textract usage (depending on which feature is used), and is subject to the TPS (transactions per second) limits for APIs that are set for the account and Region.

APIs 104

APIs Construction Accountability Best practices 104

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. Ensuring transparency, fairness, and accountability in AI algorithms has now become essential for building and maintaining customer trust. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. trillion in assets across thousands of accounts worldwide.

Analytics 94

Analytics Management Accountability Engineering 94

AWS Machine Learning

JUNE 21, 2023

The Live Call Analytics with Agent Assist (LCA) open-source solution addresses these challenges by providing features such as AI-powered agent assistance, call transcription, call summarization, and much more. An AWS account. We’ve all been there. Having a productive conversation while multitasking is challenging.

Analytics 104

Analytics APIs CRM Contact Center 104

AWS Machine Learning

MAY 30, 2024

In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and evaluation processes. When it comes to video analysis, priorities include brand safety, regulatory compliance, and engaging content.

Advertising 132

Advertising APIs Education Analytics 132

Beyond Philosophy

JULY 4, 2016

Whether the experience involves exploring services, opening an account, checking balances, getting loans, wealth management, or customer support, superior omni-channel effectiveness has become a performance ‘must-have’. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

AWS Machine Learning

NOVEMBER 7, 2024

SageMaker JumpStart is a machine learning (ML) hub that provides a wide range of publicly available and proprietary FMs from providers such as AI21 Labs, Cohere, Hugging Face, Meta, and Stability AI, which you can deploy to SageMaker endpoints in your own AWS account. The invocation generates an AWS CloudTrail event.

Enterprise 116

Enterprise APIs Government Accountability 116

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management.

Analytics 104

Analytics Healthcare Engineering Government 104

TeleDirect

JANUARY 17, 2025

Call Monitoring and Analytics: Identify patterns in difficult calls and improve agent training. AI-Powered Sentiment Analysis: Analyze customer tone and mood to guide agents in responding appropriately. Knowledge Bases: Enable agents to access accurate information quickly, reducing resolution times.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

CCNG

AUGUST 7, 2024

Virtual Customer Experience E-commerce sales account for nearly 20% of all retail sales in the US, which continues to rise. That means, as a company, you need to meet your clients where they are — online — without compromising your level of customer experience.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. Track trends, take into account peak seasons, and establish trends.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Outsource Consultants

FEBRUARY 18, 2025

Data-Driven Approach: Leverage the power of data analytics to identify trends and patterns in quality issues. This fosters a sense of shared ownership and accountability. Conduct thorough root cause analysis to truly understand the underlying factors contributing to quality issues.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Interaction Metrics

APRIL 17, 2025

It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. Were a full-service survey company handling everything you need including survey design, deployment, analysis, reporting, and more.

Surveys 48

Surveys Enterprise B2B Analytics 48

Calabrio

MARCH 31, 2025

Generative AI, or GenAI for short , represents a significant leap forward in artificial intelligence, moving beyond simple data analysis to an ability to channel analysis into creativity. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Be pragmatic in terms of technology and analytics. Another is reloadable MasterCard and Visa debit cards. Make sure it’s consistent.”. “Be

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Callminer

JULY 30, 2018

Discounts offered to new customers are not automatically applied to your account (39%). By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. There is no reward for contract renewal i.e. no reward for loyalty (45%).

Coaching 174

Coaching Best practices Analytics Surveys 174

CSM Magazine

FEBRUARY 5, 2025

Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers. Predictive Analytics and Sentiment Analysis AI algorithms analyze customer behavior , feedback, and conversations to understand sentiment and predict future needs.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Beyond Philosophy

OCTOBER 20, 2022

That said, AI technology provides options for predictive analytics in experiences we never had access to before. They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions. For example, some experts assert that AI is opinions written in code.

Banking 195

Banking Contact Center Coaching Self service 195