OrecX

APRIL 14, 2020

Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’.

Analytics 79

Analytics Engineering CRM Contact Center 79

Cincom

FEBRUARY 21, 2025

Features to Look for in CPQ Applications 1- Dynamic Product Configuration A CPQ system includes a dynamic, rules-based engine that can handle intricate product configurations. Sales teams can generate accurate configurations by automating dependencies, constraints, and compatibility checks without any engineering inputs.

Engineering 40

Engineering CRM Analytics Sales 40

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

OrecX

MAY 20, 2020

Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording.

Analytics 79

Analytics Engineering CRM Customer retention 79

JivoChat

MAY 17, 2023

Getting to know the best CRM tools available in the market is a great opportunity to enhance the management processes in your company. There are several CRM software solutions for different types of companies. What Is CRM Software? However, when you have the proper CRM tool, it becomes easier.

CRM 75

CRM Sales Analytics Marketing 75

AWS Machine Learning

NOVEMBER 6, 2023

We also show how to get started quickly using the latest version of our open source solution, Live Call Analytics with Agent Assist. The following screenshot shows an example of the Live Call Analytics with Agent Assist call details page, which contains information about each call.

Contact Center 135

Contact Center CRM Analytics Average Handle Time 135

JivoChat

MAY 29, 2023

Using free CRM software may be the solution you are looking for in your business. You can centralize all customer information on a single platform, and allow employees to have access to the CRM, so you can assign tasks to them. Also, CRM software counts with data analysis to track performance on the actions and strategies you set up.

CRM 75

CRM Sales Analytics Marketing 75

Connect

APRIL 23, 2025

Predictive analytics Predictive analytics tools use AI to analyse historical data and amongst other things anticipate and pre-empt customer needs and call volumes. These AI-driven tools provide instant responses, reducing wait times and improving customer satisfaction.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

TeleDirect

DECEMBER 20, 2024

Leverage Technology Investing in the right tools can transform the customer journey: CRM Systems : Enable companies to track and analyze customer interactions, ensuring consistent communication. Use surveys, feedback forms, and analytics to understand your audience better. Strategies to Enhance Customer Experience 1.

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

Callminer

FEBRUARY 21, 2018

He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Peter Abah. discover_crm.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

APRIL 1, 2021

Pipeliner CRM announced that it is launching the most comprehensive reporting and Analytics solution available to provide automatic, instant, actionable, and dynamic insights into past, current and future performance trends. Pipeliner CRM allows organizations to interpret data utilizing the four main types of analytics.

CRM 52

CRM Analytics Sales Engineering 52

Hodusoft

APRIL 24, 2025

The insurance companies that don’t have integrated CRM systems, struggle to provide personalized service. Seamless Access to Key Customer Data Integrated CRM systems within insurance call center software give agents real-time access to customer data, including policy details, purchase history, and previous interactions.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

ChurnZero

MARCH 24, 2025

Nearly 70% of CS teams at larger companies ($500 million or greater) have adopted CSPs, while teams at smaller companies tend to lean on support and CRM software. 1: You notice your CRM holding your team back. A CRM is a great tool for sales operations, but it falls short for customer success needs.

Technology 52

Technology CRM Engineering Finance 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

HGS

OCTOBER 30, 2014

More importantly, these knowledge bases need to be integrated with multiple channels such as click-to-chat, CRM and email and the ability to update content must occur automatically in real-time. One solution involves having comprehensive and highly intelligent knowledge bases with robust search functionality.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

AWS Machine Learning

DECEMBER 12, 2023

Thousands of engineers are being onboarded to contribute to this transition. Vodafone Digital engineering (VDE) invited Accenture and AWS to co-host an exclusive event at their annual DigiFest, a week-long event celebrating the scale of their global VDE teams, championing reusable apps and collaborative idea generation.

Telecommunications 127

Telecommunications Engineering Chatbots CRM 127

Peter Lavers

SEPTEMBER 6, 2018

Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), This list features influencers who are contributing to the customer service industry in an outstanding way. and is an IBM Futurist and SAS Collaborator. He doesn’t just write and blog, though!

Customer Service 100

Customer Service Automotive B2C B2B 100

Cincom

FEBRUARY 14, 2025

It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency. However, simply deploying CPQ is not enough. Maximizing CPQs potential requires more than technology.

Best practices 40

Best practices Sales CRM Finance 40

Connect

FEBRUARY 2, 2025

The next data layer aims to bolster the reporting functionality in the CCaaS platform by integrating data analytics tools, particularly to transcribe unstructured call recordings and merge them into a single data set with the first layer.

Journey mapping 68

Journey mapping Virtual Agent Cloud contact Chatbots 68

ShepHyken

JUNE 6, 2024

A major area of focus should be integrating internal systems, especially the CRM application, so that information can be better shared across the organization. AI can be leveraged to assist customers, eliminate time-intensive manual processes for agents, and fuel analytics that will ultimately help spur growth.

Contact Center 160

Contact Center Self service CRM Engineering 160

AWS Machine Learning

JULY 24, 2024

This post is a joint collaboration between Salesforce and AWS and is being cross-published on both the Salesforce Engineering Blog and the AWS Machine Learning Blog. Salesforce Apex is a certified framework for building SaaS apps on top of Salesforce’s CRM functionality. Salesforce, Inc. Looking to host your own LLMs on SageMaker?

Engineering 128

Engineering CRM SaaS Sales 128

ProProfs Blog

APRIL 25, 2019

Search engine optimization. Google Analytics. Heap Analytics. Salesforce CRM. Google Analytics. First and foremost is the Google Analytics tool that is not an option but a crucial requirement for your eCommerce website. Moz is yet another analytics tool for advanced metrics tracking. Quick Navigation.

Analytics 112

Analytics CRM Engineering Marketing 112

Calabrio

MARCH 4, 2025

Omnichannel contact center software is the engine that powers this unified view. In the meantime, if you follow the right best practices, you can open up a competitive advantage, turning your contact center into not only a hub for quality service but also an engine of growth. Reporting and Analytics: Its all about visibility.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

ChurnZero

NOVEMBER 8, 2019

Your CRM is Not Enough! By making client data more accessible than ever , CRMs have transformed what companies can do with their relationships, data , and the execution of their objectives. That said, avoid falling into the trap of using your CRM as a Swiss Army Knife; you’re only as good as the tools you use.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Peter Lavers

JULY 14, 2017

Pam Woehrle’s blog on the real-time technology and analytics. It is amazing how knowledge, data and insight are being democratised via tools and engines such as IBM’s Watson. The facts, figures and technical capabilities are impressive, and if you’re into that then I’d highly recommend that you read: IBM’s Wimbledon homepage.

Customer Experience 164

Customer Experience Management B2B Analytics 164

HGS

NOVEMBER 19, 2014

Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements. Wed, 11/19/2014 - 19:39.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Cincom

FEBRUARY 21, 2025

CPQ training equips sales professionals with the skills to leverage advanced features such as guided selling, automated approvals, and seamless CRM/ERP integration. This means longer turnaround times as they repeatedly check with engineering, finance, or management for approvals. What is CPQ Software?

Sales 40

Sales Gamification Finance Best practices 40

TechSee

OCTOBER 9, 2018

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. Cloud-based, omni-channel CRM solutions. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Cincom

JANUARY 31, 2025

2- Data-Driven Strategies Data being a strategic asset in the digital age, successful organizations leverage big data analytics to understand customer behavior, predict market trends, and optimize operations. For instance, predictive analytics in retail can forecast demand patterns, ensuring optimal inventory levels.

CRM 40

CRM Analytics Automotive Technology 40

Cincom

MARCH 6, 2025

By automating pricing rules and integrating with ERP, CRM, and e-commerce platforms, businesses can maintain control and transparency while optimizing revenue potential. Performance Dashboards : Equip teams with analytics dashboards that provide visibility into quote conversion rates, approval bottlenecks, and pricing trends.

Automotive 40

Automotive Revenue potential CRM Sales 40

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Moni Manor Chief Product Officer Moni Manor is Chief Product Officer at Uniphore, bringing over 25 years of experience with CRM, UC, CC and AI into this role. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. It harnesses advanced analytics and machine learning algorithms to dynamically adapt interactions based on real-time data and individual preferences.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

CSM Magazine

JANUARY 27, 2025

CRM Systems for Managing Relationships Great relationships dont just happentheyre built over time with consistent effort and the right tools. For online wholesale stores juggling countless buyers, Customer Relationship Management (CRM) systems are a lifeline. What can a CRM system actually do for your customer service?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

CSM Magazine

JANUARY 15, 2021

Applying analytics to pinpoint customer relevancy. The best way to see and understand that behaviour is through analytics. Analytics helps laser-focus on target customers and determine which channels they are using and for what purpose. The value of positive customer experience continues to grow.

Multichannel 103

Multichannel Analytics CRM Engineering 103

ProProfs Blog

OCTOBER 25, 2021

For example, by connecting the survey tool to your CRM tools, you can identify potential leads online and source more business for your brand. You can easily integrate Alchemer with your existing tools like CRM and ERP systems. Easy integration with third-party applications like Hubspot, Zapier, Google Analytics, and more.

Feedback 148

Feedback Surveys Enterprise Analytics 148

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Cincom

MAY 3, 2024

Microsoft Dynamics 365 CRM (customer relationship management) provides a way to centralize data and connect systems to give sales teams and other departments visibility across quote requests, orders, and fulfillment. Real-time analytics also help executives adjust strategies as market demands shift.

CRM 40

CRM Upselling Sales Engineering 40