AWS Machine Learning

JANUARY 6, 2023

The key requirement for TR’s new machine learning (ML)-based personalization engine was centered around an accurate recommendation system that takes into account recent customer trends. Solution architecture. Having a well-designed recommendation system is key to getting quality recommendations that are customized to each user’s requirements.

Personalization 96

Personalization APIs Engineering Enterprise 96

Callminer

SEPTEMBER 1, 2020

With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts. The show goes on.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

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

ShepHyken

FEBRUARY 9, 2025

5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. My Comment: We kick off this weeks Top Five roundup with a nod to yesterdays biggest sporting event in the US, the Super Bowl.

Customer Service 185

Customer Service Best practices Customer Experience Analytics 185

AWS Machine Learning

JULY 15, 2024

In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission. Instead, it provides a creative partner to enable the user’s own storytelling to imbue a book with personal flourishes.

Personalization 119

Personalization Engineering Benchmark Analytics 119

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

DMG Consulting

OCTOBER 9, 2020

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers. Many contact center infrastructure and workforce optimization (WFO) solutions are beginning to incorporate predictive analytics to enhance their applications.

Contact Center 98

Contact Center Analytics Virtual Agent Employee engagement 98

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. At the heart of this transformation is the recognition that clients value their time, but also benefit from hyper-personalized support in ultra complex moments.

Analytics 116

Analytics First call resolution Banking Interactive Voice Response 116

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . All of which should be essential aspects of your event marketing strategy.

Education 78

Education Sales Advertising Marketing 78

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 98

Personalization APIs Accountability Engineering 98

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. Post-call summary Lambda hook – The LCA Call Event/Transcript Processor invokes this hook after the call summary is processed.

Analytics 102

Analytics APIs CRM Contact Center 102

AWS Machine Learning

NOVEMBER 15, 2022

From developing public health analytics hubs, to improving health equity and patient outcomes, to developing a COVID-19 vaccine in just 65 days, our customers are utilizing machine learning (ML) and the cloud to address some of healthcare’s biggest challenges and drive change toward more predictive and personalized care.

Analytics 98

Analytics Healthcare Engineering Enterprise 98

AWS Machine Learning

SEPTEMBER 9, 2022

Amp uses machine learning (ML) to provide personalized recommendations for live and upcoming Amp shows on the app’s home page. This is Part 2 of a series on using data analytics and ML for Amp and creating a personalized show recommendation list platform. Lambda allows for automatic scaling to incoming volume of events.

Personalization 98

Personalization APIs Metrics Engineering 98

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. July 7, 2021 Donna Fluss. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 97

Analytics Engineering Metrics APIs 97

AWS Machine Learning

JANUARY 13, 2023

Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics 102

Analytics Healthcare Engineering Government 102

ShepHyken

MAY 22, 2023

To address the challenges of hiring and retaining the best people, organizations need to focus on operationalizing flexibility in remote and hybrid setups and personalizing career development. Predictive analytics powered by AI can accurately assess Net Promoter Score and other measurements of customer satisfaction.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

TeleDirect

DECEMBER 25, 2024

Enable personalized support by providing agents with relevant information. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Offer real-time assistance during global sales events. Use analytics to monitor performance and optimize processes. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 88

Analytics Feedback Banking Surveys 88

Callminer

JULY 30, 2020

Speech analytics solutions like CallMiner Eureka help to improve the customer experience by consolidating intelligence from not only what was said, but how it was said, along with intent and emotional intelligence to provide actionable insights quickly. Try not to take the demonstration of anger personally. Accept the anger.

Call Center 265

Call Center Customer Service Scripts Coaching 265

AWS Machine Learning

FEBRUARY 7, 2025

Users can add and manage new cameras, view footage, perform analytical searches, and enforce GDPR compliance with automatic person anonymization. The S3 bucket is configured in such a way that it forwards (2) all events into EventBridge. The central place for Knative Eventing is the Knative broker (7).

Construction 64

Construction Analytics APIs Big data 64

Momentum Telecom

MAY 30, 2024

This solution further enhances collaboration using AI-powered insights and advanced analytics to ensure a robust and efficient user experience across all devices. “It In turn, leading technology vendors rely on TMC, TMCnet and our family of sites and events for exceptional branding, thought leadership, and lead generation opportunities.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

The Northridge Group

SEPTEMBER 27, 2017

Artificial Intelligence includes a wide range of capabilities such as Natural Language Processing (NLP), Machine Learning and Predictive Analytics that are crucial elements to gathering and utilizing data in the contact center. Where can AI help?

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

CCNG

JULY 12, 2020

This event was driven by members and lead by their questions and insights. This complimentary webinar covers 10 steps for pandemic preparedness, crisis management solutions, the power of data and analytics and how technology plays a critical role for business success in this new environment. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” Here they are! This activity alone with make your company 10x more customer-centric.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

DMG Consulting

JANUARY 24, 2023

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. Interaction analytics is the only application that can provide this range of information.

Analytics 62

Analytics Enterprise Contact Center Quality management 62

AWS Machine Learning

APRIL 18, 2024

If you want to customize the settings later, for example to add your own AWS Lambda functions, use custom vocabularies and language models to improve accuracy, enable personally identifiable information (PII) redaction, and more, you can update the stack for these parameters. For all other parameters, use the default values.

APIs 137

APIs Accountability Analytics Entertainment 137

Aspect

MAY 18, 2020

Working out of the house puts those personal activities within reach — if only they could flex their schedules a bit. In the new normal, workforce management systems must preserve as much information as possible about the deviations that caused the alarm to better understand whether an event warrants counseling.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

VirtualPBX

JANUARY 20, 2021

Our Zapier SMS integration update allows you to perform automated tasks like notifying team members of inbound texts through a separate chat platform (such as Slack), logging your inbound messages (such as in a Trello board), or syncing your texts to data recorded in an analytics platform (such as Google Analytics). Call Answered.

Call Logging 98

Call Logging Analytics Metrics Accountability 98

AWS Machine Learning

APRIL 17, 2024

Tracking direct events like earnings reports or credit downgrades is straightforward—you can set up alerts to notify managers of news containing company names. However, detecting second and third-order impacts arising from events at suppliers, customers, partners, or other entities in a company’s ecosystem is challenging.

APIs 132

APIs Construction Management Analytics 132

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

3CLogic

OCTOBER 11, 2024

A person’s unique expectations are actively affected by internal and external impressions, such as deeply rooted personal values and emotions or external triggers and events. Why is personalization important? What makes a good experience? The answer is — it depends.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. The recent announcement of our intent to acquire Slido s.r.o. The Webex Desk.

Contact Center 131

Contact Center Wireless Personalization Self service 131

Fonolo

DECEMBER 15, 2020

This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack. Redundancy. Diversity is essential to resiliency.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52